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This policy explains how customers may change or cancel an order placed through the Airsupply online store, by phone, or by e‑mail. It works in tandem with our Shipping and Returns Policies.
1. Order Life‑Cycle & Customer Options
| Stage | What You May Do | Deadline | Fee |
|---|---|---|---|
| 1 – Grace Period (immediately after checkout) | Cancel the entire order | Within 2 hours of the order‑confirmation e‑mail | $0 |
| 2A – Freight‑Quote Pending (0–48 h) | • Approve the quote → order proceeds• Decline the quote → order cancels | Within 48 hours of our freight‑quote e‑mail | $0 |
| 2B – Freight‑Quote Declined after 48 h | Decline the quote → order cancels | Any time after 48 hours but before pickup is arranged | 15 % of merchandise value |
| 3 – Pickup Arranged (LTL carrier booked & pickup date/PRO # issued) | Cancel the order before the truck departs | After pickup confirmation but before the freight leaves our dock | 45 % of the total order value (merchandise + freight) |
| 4 – In Transit | Cancellation no longer possible → see Returns Policy after delivery | — | — |
Custom / Special‑Order Items Items fabricated to your specifications or marked “Special Order” are non‑cancellable once production or procurement has begun. We will advise you at the time of order if this applies.
2. How to Cancel or Modify an Order
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E‑mail: info@airsupplycorp.com
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Phone: 832‑540‑7936 (Mon‑Fri 8 a.m.–5 p.m. CT)
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Provide your Order #, the items involved, and the reason for the request.
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We will send written confirmation once the request is processed; your cancellation is not final until you receive this confirmation.
3. Fee & Refund Schedule
| Scenario | Amount We Retain | Refund Method | Processing Time* |
| Cancel during 2‑hour grace period | 0 % | Original payment method | 1–3 business days |
| Decline freight quote within 48 h | 0 % | Original payment method | 1–3 business days |
| Decline freight quote after 48 h (before pickup) | 15 % of merchandise | Original payment method | 3–7 business days |
| Cancel after pickup arranged (truck booked) | 45 % of merchandise + freight | Original payment method | 3–7 business days |
| Custom / special‑order after production starts | 100 % (non‑refundable) | — | — |
*Bank or card‑issuer timelines may vary.
4. Freight Quote Validity & No‑Response Handling
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Your freight quote is valid for five (5) business days.
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If we do not receive approval or a decline within that period, the order will remain on hold and we will send a reminder; shipping will not proceed until the quote is approved.
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No fees are charged purely for non‑response, but pricing and carrier availability may change after the 5‑day validity window.
5. Pickup Arranged Fee Explained
Once we have scheduled an LTL carrier and issued a pickup confirmation (showing date and PRO #), the carrier charges us and our warehouse begins loading preparation. Cancelling at this stage incurs a 45 % deduction from your refund to cover carrier penalties, labour, palletisation, and restocking.
6. Exclusions & Limitations
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We do not ship to P.O. boxes.
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We are not liable for delays caused by carriers, weather, or incorrect shipping details supplied by the customer.
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This policy does not override statutory rights granted by applicable law.
7. Contact Information
Airsupply Customer Service
4500 W 34th Street, Houston, TX 77092
Phone: 832‑540‑7936 | E‑mail: info@airsupplycorp.com