Sugarcraft, Inc. 20% restocking fee charged for canceling order that never shipped Hamilton Ohio

Please note I have placed an order with this company in the past and had a good experience with it. However, this time one of the items i required for an upcoming cupcake wedding order was on back-order for two weeks which was unacceptable ( i had to have this item) I called them back to let them know I would be canceling the order to which I was told there would be a 20% restocking fee. I questioned that as the order had not even been shipped out and the rep said that's just how it is. I then asked to speak with her supervisor; she got on the phone and never even introduced her self, when I asked her name she very rudely told me. She then put me on hold and came back on the line to say that they did have the product at $ 1.79 for 3gram and i had ordered 18grams at $ 5.19 so it would now cost me $10.74 for the same 18grams of product. I had already searched the internet for another vendor who carried it and found two who were selling it at $ 1.99 for 8grams or $ 4.00 for 18grams. So I told her no I was not willing to pay over twice as much and wanted to cancel my order. She also proceeded to say there is a 20% restocking fee. I then read to her from my printed order confirmation "A 20% restocking fee will be assessed for any approved RETURNS" this was not a return and that they hadn't even shipped it. She stated the order was already in a box. I again stated the return factor to which she very rudely replied "I'll take care of it" and hung up on me; not even explaining what the refund process would involve and what I as a customer could expect. So what does "take care of it" mean?