Occasionally, a retailer may not have the correct size, quantity, or model in stock to fulfil your order. If this happens, you will be contacted directly by the retailer.
This is not your fault and EQL has you covered.
Your EQLizer Score
Because the cancellation was outside your control, you should not lose your EQLizer progress for that entry. If your order was canceled by the retailer, you can request that EQL restore your EQLizer score. This means your entry will be treated as not selected on our back end, so your score with that retailer continues to build.
To request a score restoration, contact EQL support here and include:
- A screenshot or confirmation of the cancellation notice from the retailer
- Your order reference number
Once we verify the cancellation, we will review and restore your score where applicable.
Your Run Fair® Fee
If you were charged a Run Fair® Fee and your order was subsequently canceled by the retailer, you may be eligible for a refund. Include the same cancellation proof when you reach out and our team will process it alongside your score review.
What to Expect
Our team typically reviews these requests within 2 to 5 business days. You will hear back via email once it has been processed.
If you have any questions in the meantime, you can always reach our team here.