Mantels Direct relies on an automated process to provide the quickest service possible for our customers. Additionally, many of our products are shipped directly from the manufacturer. Once the order is transmitted to them, it is nearly impossible to stop the shipment. Therefore, we are only able to ensure that an order can be cancelled if it is in Pending Approval status. A cancellation fee may be charged for items already in production. For orders that have left our facilities, our Returns Policy will apply.
If you need to make a cancellation request, please contact us immediately at Monday through Thursday between 8am-7pm, Friday 8am-5pm, Saturday 10am-3pm CST. Please understand that due to the high volume of e-mails received, requests sent via email may not be handled in time for your order to be cancelled. Therefore, we strongly suggest that you call and speak with one of our Representatives.
To reduce possible error, all custom measurements are confirmed by you via email, fax, or regular mail before the order is approved for production by our team. Once an order has been submitted and approved, no changes can be made. However, one of our Sales Specialists would be happy to assist you with a new order.Please Note: Items that are 'Custom' or 'Made to Order' cannot be changed, cancelled, or returned after the order is approved by the applicable partners.