Shipping policy
Effective Date: August 2026 Last Updated: August 28, 2026
1. Introduction
At Crestline Equipment ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, www.crestlineequipment.com.
Fulfillment Notice: Orders are fulfilled and shipped from our fulfillment center. Our registered business office is located at 5900 Balcones Drive, Suite 100, Austin, TX 78731, United States.
2. Shipping Destinations
Countries We Ship To: United States only.
We do not sell or ship internationally. Orders cannot be placed for delivery outside the United States, including Canada and Mexico, and we do not ship to international freight forwarders. Any order placed for an international destination will be cancelled and refunded in full.
Delivery Address Requirements: We ship to physical street addresses only. We cannot deliver to PO boxes. Freight shipments require an address where the carrier can complete a curbside delivery.
3. Shipping Costs
Free Domestic Shipping
Standard ground shipping is free on all parcel orders shipped within the United States. The discount is applied automatically at checkout, and no code is required.
Free shipping covers standard ground service by USPS, UPS, or FedEx to a physical street address within the United States.
What Free Shipping Does Not Cover
Free shipping applies to standard domestic parcel delivery only. The following are rated separately and remain payable by the customer as described in this policy:
| Charge type | Applies to |
|---|---|
| Expedited and express service | Any order upgraded from standard ground shipping at checkout |
| LTL freight | Large or heavy equipment that cannot ship as a parcel |
| Quoted freight | Oversized items that cannot be rated automatically at checkout |
| Accessorial charges | Delivery services beyond standard curbside (see below) |
| Reconsignment and redelivery | Address changes, refused shipments, missed appointments, storage |
| Sales tax | Applicable state and local tax, calculated at checkout |
Because we ship within the United States only, we do not offer international shipping at any rate, free or paid.
Rated and Freight Shipments
Because shipping rates for commercial cleaning and floor care equipment depend on the manufacturer or distributor fulfilling your order, freight rates are quoted per item rather than as a flat fee. Large or heavy items ship by LTL freight and are rated on a dimensional weight and freight class basis. Freight charges are displayed before you complete your purchase.
Quoted Freight
Certain oversized items may require a custom freight quote. If an item cannot be rated automatically at checkout, we will contact you with a quote for written approval before your order is processed. You may cancel the order at no cost if you decline the quote.
Accessorial Charges
Standard freight rates cover curbside delivery to a commercial address with a loading dock or forklift on site. Additional services are quoted separately and may include:
| Service | When it applies |
|---|---|
| Liftgate service | No dock or forklift available at the delivery site |
| Residential delivery | Delivery to a residential or non-commercial address |
| Limited access delivery | Schools, construction sites, storage facilities, and similar locations |
| Inside delivery | Placement beyond the curb or threshold |
| Delivery appointment | Scheduled or notification-required deliveries |
| Remote area surcharge | Destinations outside standard carrier service areas |
Reconsignment and Redelivery
Charges assessed by the carrier for address changes, refused shipments, missed delivery appointments, or storage are the responsibility of the customer.
Taxes and Duties
Applicable sales tax is calculated at checkout. Because we ship within the United States only, no customs duties, import taxes, or brokerage fees apply to any order.
4. Order Processing Time
Handling Time: Orders are processed with a handling time of 1 to 2 business days. Orders are fulfilled Monday through Friday (excluding holidays).
Order Cut-Off Time: The order cut-off time is 5:00 PM EST. Orders placed before this time will begin processing the same day.
Weekend and Holiday Orders: Orders placed on weekends or public holidays will be processed on the next business day.
Backorders: If an item is backordered, we will notify you within 48 hours of order placement with an estimated availability date.
5. Estimated Delivery Time
| Stage | Timeframe |
|---|---|
| Handling time | 1 to 2 business days |
| Transit time | 3 to 5 business days |
| Total estimated delivery | 4 to 7 business days |
Orders are shipped Monday through Friday.
Note: Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions or carrier issues. Free standard shipping is sent by ground service and follows the transit times above. Large equipment shipped by LTL freight may require additional time for delivery scheduling.
6. Shipping Methods and Carriers
Reliable Carriers: We partner with reputable carriers to ensure your package arrives safely.
Domestic Carriers: USPS, UPS, FedEx
LTL Freight Carriers (for large equipment): FedEx Freight, Old Dominion, XPO Logistics
Crestline Equipment selects the carrier and service level for all free standard shipping orders.
Freight Deliveries: Large equipment shipped by LTL freight is delivered curbside. The freight carrier will contact you to schedule a delivery appointment, so please provide a phone number where you can be reached. Please inspect your shipment before signing the delivery receipt and note any visible damage on the receipt at the time of delivery.
Shipment Tracking: All orders include tracking information, which will be provided via email once your order has shipped.
Insurance: Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.
7. Order Tracking
After your order has been shipped, you will receive an email containing:
- Tracking number
- Carrier name
- Tracking instructions
You can track your package directly on the carrier's website using the tracking number provided in your shipping confirmation email. You will also receive automatic email updates from the carrier as your package moves through the delivery process.
If you have questions or need assistance with tracking, please contact our Customer Service team at support@crestlineequipment.com or 888-281-4748.
8. Delivery Issues
8.1 Delayed or Lost Packages
Delayed Delivery: If your package is delayed beyond the estimated total delivery time, please contact us at support@crestlineequipment.com or 888-281-4748.
Lost Packages: If your tracking information indicates that your package was delivered but you have not received it:
- Verify the shipping address provided
- Check with neighbors or building management
- Contact us for further assistance
8.2 Damaged Packages
If your package arrives damaged:
- Take photos of the damaged packaging and items
- Contact us within 7 days of delivery at support@crestlineequipment.com
Damaged items are eligible for a full refund or replacement, with return shipping covered by us. We will work with you to arrange a replacement or refund as appropriate.
9. Missing Items
If any items are missing from your order:
- Contact us within 7 days of receiving your package
- Provide your order number and details of the missing item(s)
We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.
10. Return and Refund Policy Summary
- Returns are accepted within 30 days of receiving your order, for both defective and non-defective products.
- Non-defective returns must be unused, in original packaging, with tags attached.
- Customer is responsible for return shipping costs on change-of-mind returns. Free outbound shipping does not include free return shipping.
- On a change-of-mind return of an order that shipped free, the original outbound shipping cost incurred by Crestline Equipment is not deducted from your refund.
- A 20% restocking fee applies to change-of-mind returns. No restocking fee applies to defective or damaged goods.
- Refund processing time is 5 to 7 business days after we receive and inspect the returned item.
For complete details, please refer to our Return and Refund Policy.
11. Incorrect Address
Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer. If a package is returned to us due to an incorrect address:
- We will contact you to arrange reshipment
- Additional shipping charges may apply, including on orders that originally shipped free
12. Contact Information
Crestline Equipment
| Field | Detail |
|---|---|
| support@crestlineequipment.com | |
| Response Time | Within 24 to 48 hours |
| Phone | 888-281-4748 |
| Hours | Monday through Friday, 10:00 AM to 7:00 PM EST |
| Address | 5900 Balcones Drive, Suite 100, Austin, TX 78731, United States |