Cancellation policy
FirstStep is operated by Kanova LLC.
Certain products or offers may occasionally be available as a subscription or pre-order arrangement. This policy explains how those purchases may be changed or cancelled.
Subscriptions
If you purchase a product through a subscription, you will receive recurring deliveries based on the delivery frequency and subscription terms shown when you enroll.
Your payment method will be stored securely by our payment provider and charged according to the subscription schedule you selected, unless you paid for the subscription in advance.
If your subscription automatically renews, you may cancel future renewals at any time before the next scheduled order has been processed.
You may also be able to:
- change your delivery frequency;
- skip an upcoming shipment;
- update your shipping information;
- update your payment method; or
- cancel your subscription.
Where subscription-management links are available, they will generally be included in your order or subscription confirmation emails.
You may also contact us at:
If a recurring order has already been processed or entered fulfillment before a cancellation request is received, we may be unable to stop that shipment. Any return or refund for an already processed order will be handled in accordance with our Return & Refund Policy.
Cancelling a subscription prevents future eligible renewal charges. It does not automatically cancel or refund orders that have already been processed.
Pre-Orders
From time to time, FirstStep may allow customers to purchase products before they are available for immediate shipment.
The expected availability or estimated shipping timeframe will be disclosed when the pre-order is offered.
Depending on the specific offer, we may:
- charge the full purchase price when you place the pre-order;
- collect a partial deposit; or
- securely store your payment method and charge the remaining amount before fulfillment.
You may request cancellation of an unfulfilled pre-order by contacting:
If the pre-order has not entered fulfillment, we will make reasonable efforts to cancel it and refund any eligible amount already paid.
Once a pre-order has entered fulfillment or shipped, it may no longer be possible to cancel the shipment. You may instead request a return after delivery in accordance with our Return & Refund Policy and applicable 60-Day Satisfaction Guarantee.
If we are unable to fulfill a pre-order, any amount collected for the unfulfilled product will be refunded to the original payment method.
Returns and Refunds
Cancelling a subscription or pre-order does not override the terms of our Return & Refund Policy.
Eligible FirstStep purchases may also be covered by our 60-Day Satisfaction Guarantee, where applicable.
Refunds for returned products are issued in accordance with the terms of that policy.
Questions or Cancellation Requests
For assistance with a subscription, pre-order, cancellation, return, or refund, contact:
FirstStep
Operated by Kanova LLC
Email: support@sleepflexpf.com — We respond within 1 business day.
Kanova LLC
30 N Gould St, Ste N
Sheridan, WY 82801
United States
Wyoming Entity ID: 2025-001740729
Please note that the business address above is for legal and business correspondence only and is not a product return address. Contact support@sleepflexpf.com before attempting to return any product.