Order Cancellation Policy

Last Updated: January 2026

At ProSimHQ, owned and operated by Wellari LLC, we understand that plans can change. Because we specialize in high-value simulation systems that often involve custom configurations and specialized freight logistics, we have established the following cancellation guidelines.

1. Cancellation Window

  • Standard Orders: You may request a cancellation within 24 hours of placing your order for a full refund.
  • Shipped Orders: Once an order has been assigned a tracking number or has left our warehouse, it can no longer be canceled. At this stage, the request will be treated as a return under our Returns & Refunds Policy.

2. Custom and Specialized Equipment

Many of our simulators (e.g., custom enclosures, motion platforms, and full-bay setups) are built-to-order or specialized freight items.

  • If a custom order is canceled after production has begun but before shipping, a 15% specialized handling fee may apply to cover labor and material costs.

3. How to Request a Cancellation

To ensure your request is processed before the item ships, please follow these steps:

  1. Email: Send an urgent request to info@prosimhq.com with the subject line: "URGENT: Order Cancellation - [Your Order Number]".
  2. Phone: You may also call our support line at 612-217-1393 during business hours (9:00 AM – 6:00 PM, Monday–Friday).

4. Refund Process for Cancelled Orders

  • Once a cancellation is confirmed, we will issue a refund to your original payment method.
  • Processing Time: Refunds typically appear on your statement within 10 business days, depending on your financial institution.
  • Confirmation: You will receive a "Cancellation Confirmation" email once the refund has been initiated.

5. Fees and Adjustments

  • Credit Card Fees: Please note that while ProSimHQ does not charge a standard cancellation "penalty" for non-custom items canceled within 24 hours, some payment processors do not refund the original transaction fee.
  • Refusal of Delivery: If an order is refused at the time of delivery instead of being canceled through the proper channels, the customer is responsible for all round-trip shipping costs and a restocking fee as outlined in our Returns Policy.

6. Contact Information

For questions regarding an existing order, please reach out to our team:

  • Trade Name: ProSimHQ
  • Company Name: Wellari LLC
  • Physical Address: 4418 Juleena Place, Minnetonka, MN 55345, United States
  • Phone: 612-217-1393
  • Email: info@prosimhq.com