I ordered s1 from from xtool.com on August 12th at 1:45 pm.

Very next day, I sent the cancellation email per instructions on their website https://jp.xtool.com/en/pages/refunds-policy.  It clearly states that orders can be cancelled with no charge within 24 hours if email sent to “us@xtool.com” which is exactly what i did.

After sending the email i have not gotten any reply back so i tried to reach their support phone number which i was not able to get anybody on the phone. So when i reached out via chat on their website I was informed that I need to send an email to “vicky@info.xtool.com” instead which is completely different from the instructions on the website itself.

When i got a reply I have been told that order was shipped and cannot be cancelled. Funnily one of the tracking number she gave was clearly stating that item is not picked up by UPS yet meaning it was not shipped. 

I did everything on time and per instructions so i would like to get this resolved without initiating a chargeback!