Refund policy

Cancellations & Refunds Policy

Last Updated: September 20, 2025

At Crawford Espresso, we strive to provide a transparent and predictable process for order cancellations, returns, and refunds. This policy explains how requests are submitted, reviewed, approved, and processed.

For assistance, please contact our support team:

Email: support@crawfordespresso.com
Phone: (318) 558-6868
Customer Service Hours: Monday–Friday, 8 AM – 5 PM ET

Order Cancellations

Orders may be canceled before shipment by contacting our support team.

How to Request a Cancellation

Send a cancellation request to support@crawfordespresso.com and include:

  • Order number
  • Customer name
  • Reason for cancellation

Requests may also be submitted by phone during customer service hours.

Cancellation Process

  1. Request submission
    The customer submits a cancellation request with the order details.
  2. Request confirmation
    Our support team will confirm receipt of the request by email.
  3. Order status review
    Our team checks whether the order has already been processed, shipped, or entered manufacturer production.
  4. Approval decision
    If the order has not yet shipped or entered production, the cancellation will be approved.
  5. Refund processing
    Approved cancellations are refunded to the original payment method.

Review Timeline

Cancellation requests are typically reviewed within 1–2 business days.

Refund Processing Time

Once approved, refunds are issued to the original payment method. Most payment providers complete refunds within 3–5 business days, depending on the bank or card issuer.

If the order has already shipped, the order may instead fall under the Return Policy below.

Custom or Made-to-Order Products

Custom or made-to-order products are manufactured specifically for a customer order.

Once production begins, these products cannot be canceled, returned, or refunded.

If you are unsure whether a product is custom or made-to-order, please contact us before placing the order.

Refunds & Transaction Fees

Orders canceled after payment confirmation may be subject to a 3% non-refundable transaction fee.

This fee reflects payment processing costs charged by financial institutions and payment processors and is not retained by Crawford Espresso.

Refund Calculation

Refunds are issued as:

Original order amount
minus the 3% transaction fee

Refund Timeline

Approved refunds are issued within 2 business days after approval, and most banks complete the refund within 3–5 business days.

Customers will receive email confirmation when the refund has been issued.

Returns & Exchanges

Customers may request a return or exchange within 30 days of receiving the product.

Because many products ship directly from manufacturers, return eligibility depends on the manufacturer's policies. Some products cannot be returned once shipped.

If you are unsure whether your product is eligible for return, please contact support before initiating a return.

Return Request Process

Step 1 — Submit Return Request

Contact support and provide:

  • Order number
  • Product name or SKU
  • Reason for return
  • Photos if the product is damaged or defective

Step 2 — Return Authorization

Our support team will review the request and confirm whether the product is eligible for return based on manufacturer policies.

If approved, a Return Authorization (RA) will be issued with return instructions.

Step 3 — Return Shipment

Customers are responsible for:

  • Return shipping costs
  • Return labels
  • Shipping costs for replacement items (if exchanging)

Returned products must be unused, unopened, and in original packaging.

Step 4 — Inspection

Once the returned product arrives at the warehouse, it will be inspected.

Step 5 — Refund Processing

If the return meets the conditions of the return authorization, the refund will be issued to the original payment method.

Refunds are typically issued within 7 business days after the returned product is received and inspected.

Return Fees

Due to freight and logistics costs associated with commercial equipment:

  • Returns may incur a 20% restocking or cancellation fee
  • Customers are responsible for return shipping costs

If you replace the returned item with another product, we may be able to offset some of these costs depending on the manufacturer’s policy.

Shipping Estimates

Estimated shipping times listed on product pages are based on information provided by suppliers and freight carriers.

Shipping timelines may change due to factors outside Crawford Espresso’s control, including:

  • manufacturer production delays
  • supply chain disruptions
  • freight carrier delays
  • port congestion
  • labor shortages

While we strive to provide accurate estimates, shipping timelines are not guaranteed.

Inspection Upon Delivery

Customers must inspect the shipment upon delivery.

If damage is visible:

  1. Note the damage when signing for delivery
  2. Take photos of the packaging and product
  3. Send the photos and description to support@crawfordespresso.com within 24 hours

Damage claims reported after 24 hours may not qualify for freight insurance claims.

Warranty

Most products include a manufacturer warranty covering defects during normal use.

Warranty terms vary by manufacturer. Please refer to the individual product page for details.

Shipping damage must be reported according to the Inspection Upon Delivery section above.

Chargebacks

If you experience an issue with your order, please contact our support team first so we can resolve the issue quickly.

Our team will review the situation and provide an appropriate resolution such as replacement, repair, or refund when applicable.

Contact Information

Business Name: Crawford Espresso

Email: support@crawfordespresso.com
Phone: (318) 558-6868
Customer Service Hours: Monday–Friday, 8 AM – 5 PM EST