Cancellation Policy
Effective Date: August 2026 Last Updated: August 25, 2026
If you have changed your mind and want to cancel your order, we are here to make the cancellation process as hassle-free as possible.
Cancellation Window
To cancel your order, please contact us within 24 hours of order placement. We will cancel your order before it is shipped out, provided it has not already entered the fulfillment process. Cancellations made within this window are free of charge. No cancellation fee and no restocking fee applies.
Because orders placed before our 5:00 PM EST cut-off time begin processing the same day, some orders enter the fulfillment process in less than 24 hours. Please contact us as soon as possible. A cancellation is not effective until we confirm it in writing.
Confirmation
We will confirm the cancellation status via email. If your order has already entered fulfillment or shipped, we will tell you in that email and explain your options under our Return and Refund Policy.
Approved cancellations are refunded in full to the original payment method. Refunds are processed within 5 to 7 business days, and it may take additional time for the funds to appear in your account depending on your bank or credit card issuer.
After Shipment
If it is too late and your order has already been shipped, we are unable to cancel. Please contact us, and we can arrange a return for you through our Return and Refund Policy. Once your return authorization is issued, please ship the item within 14 days.
Please note that a 20% restocking fee will apply if your order has already shipped and needs to be returned as a change-of-mind cancellation. Return shipping is the customer's responsibility, and original shipping charges are non-refundable.
Refused or Intercepted Shipments: Orders refused at delivery or intercepted in transit are treated as change-of-mind returns. The 20% restocking fee applies, along with any return freight or carrier charges assessed to us.
Cancellations Free of Charge
The following cancellations are always refunded in full with no fee, regardless of timing:
- Orders cancelled because you declined a custom freight quote, as described in our Shipping Policy
- Orders we are unable to fulfill, including items that become unavailable or discontinued
- Orders placed for delivery outside the United States, which we cancel and refund in full because we ship within the United States only
How to Request a Cancellation
To request an order cancellation, please contact us immediately:
Email: support@crestlineequipment.com Phone: 888-281-4748
Provide your order number and your request for cancellation. We will confirm the cancellation status via email.
Requests submitted outside our business hours are reviewed on the next business day. The time your request is received, not the time it is reviewed, determines whether it falls within the cancellation window.
Contact Us
Crestline Equipment
Email: support@crestlineequipment.com
Phone: 888-281-4748
Business Hours: Monday through Friday, 10:00 AM to 7:00 PM EST
Address: 5900 Balcones Drive, Suite 100, Austin, TX 78731, United States