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1. Order Cancellation Policy

At Craft + Main® Trade, we understand that order changes may be necessary. To provide the
best service, we allow order cancellations within a specified time frame. Please review our
cancellation terms below.

Cancellation Window

  • Customers may cancel their order within 24 hours of submission.
  • To cancel an order, you must submit a request in writing by emailing
    customerservice.us@fgi-industries.com or by calling (888) 620-3667 during our regular
    business hours: Monday – Friday, 7:30 a.m. – 4:00 p.m. Central Time. Orders cannot be
    canceled once they have been processed for shipment.

Special Order & Custom Products

  • Custom or special-order items cannot be canceled once production has begun.
  • If a custom order is canceled within the 24-hour window, a cancellation fee may apply if
    production has already started.

Refund Process

  • Approved cancellations will be refunded to the original payment method within 3-5
    business days.
  • If an order has already shipped, it will be subject to our Return Policy, including
    applicable restocking fees.

Force Majeure & Unforeseen Circumstances

Craft + Main® Trade reserves the right to cancel orders due to pricing errors, product availability
issues, or unforeseen circumstances. In such cases, customers will be notified immediately, and a full refund will be issued.

For any cancellation requests, please contact our Customer Service Team at
customerservice.us@fgi-industries.com or (888) 620-3667.

2. Craft + Main® Trade Return Policy

At Craft + Main® Trade, we want to ensure that you are completely satisfied with your purchase. If you need to return an item, please review our return policy below:

Eligibility for Returns

Products may be returned only if they are in their original, unopened packaging and in resalable condition.

Returns must be requested within 3 days from the date of delivery.

Items that have been installed, used, or modified are not eligible for return.

Return Process

  1. Request a Return Authorization – Before returning any item, you must contact our Customer Service Team at [contact info] to obtain a Return Authorization (RA) number. Returns sent without an RA number will not be accepted.
  2. Inspection Upon Return – Once the returned item is received, it will be inspected to ensure it meets our return criteria.
  3. Refund Processing – If the item passes inspection, a refund will be issued minus a restocking fee of 20% of the order total. Refunds will be processed using the original payment method.

Restocking Fee & Return Shipping

  • A 20% restocking fee will be deducted from your refund.
  • Craft + Main® Trade will cover the return shipping cost, provided the return meets all eligibility criteria.

Non-Returnable Items

  • Custom-made or special-order products
  • Clearance or final sale items
  • Products that have been installed, used, or damaged after delivery

Damaged or Defective Items

If you receive a damaged or defective item, please report it within 3 days of delivery with photos documenting the issue. We will arrange a replacement or issue a full refund at no cost to you.

For any return inquiries, contact our Customer Service Team at customerservice.us@fgi-
industries.com or (888) 620-3667.