Has anyone successfully canceled an order with Sneakersnstuff before it shipped and gotten a full refund?

My order has been sitting as “unfulfilled” for over a week, and customer support confirmed it hasn’t even been handed over to the courier yet. At this point, I’d rather cancel it than keep waiting.
What’s the process? Did you just email support, or is there another way to cancel and get your money back? How long did your refund take?
Any advice would be appreciated.