Customer Care

Frequently Asked Questions
Will Equipment stores reopen?
We closed all of our stores in March 2020 at the time that COVID-19 became a major public health issue. We have made the business decision to focus our resources on serving customers through our e-commerce site and our wholesale business partners.
How Do I Redeem a Gift Card?
Please contact our Customer Service Department at (833) 791-0200 or service@equipmentfr.com.
I am a vendor or member of the media. How can I obtain more information about the Chapter 11 filing?
Information regarding the Company’s restructuring process is available at: https://dm.epiq11.com/case/thecollectedgroup/info
What if I am a customer who has a question not answered here?
Please contact our Customer Service Department at (833) 791-0200 or service@equipmentfr.com.
How Long Does it Take For My Order to Ship?
Equipmentfr.com ships all orders as quickly as possible using UPS, but please note there may be processing delays in shipping during sale events and peak shopping days. If you need to receive your package by a specific date, you can contact customer service for help in choosing the right shipping method to receive it on time. Orders will not be delivered on weekends.

Expedited Shipping (Next Day Air and 2 Day Air): Orders must be received before 12 PM EST to ship same day. If the order is received after 12 PM EST, orders will ship the following business day, Monday-Friday (excluding holidays). Expedited orders will not be delivered on weekends.
Can I Cancel My Order?
We work very quickly to ship out orders and start processing them once the order is placed. To cancel an order, please call customer service at (833) 791-0200 or send e-mail to service@equipmentfr.com during business hours as soon as the order has been placed although it’s not guaranteed the order can be cancelled. We are available Monday through Friday from 10 AM to 6:30 PM EST excluding holidays.
Where's My Refund?
Please allow 1 week for us to receive your return package. Once delivered to our fulfillment center in Chino, CA, you can expect your return to be processed within 7-10 business days.
My Order Says "Delivered" but I Can't Find It.
First, check with neighbors and all possible areas that your courier could have left the package (i.e. hiding spots, front desk, mailroom, corridor, back door, etc.) If you are still unable to locate it, please contact us right away at (833) 791-0200. We can start an investigation for your missing package with UPS.
Return Policy
We want you to be completely satisfied with your Equipmenfr.com order, thus we will accept your return of product in original condition with all tags attached within 30 days of receipt of your order. Your refund will be in the same form as the original purchase. Shipping and handling charges are non-refundable. Please note, we only accept returns that were purchased via this website. Equipmentfr.com will not accept orders or exchange any items that were purchased at other retailers.

All items marked FINAL SALE cannot be exchanged or returned at any time.
I Received a Damaged/Defective Item That I Purchased from Equipmentfr.com
We will take back any damaged/defective item that was purchased from Equipmentfr.com for a refund or replacement. Please contact Customer Service as soon as you receive your order so we can help resolve the issue.
Who do I contact for Press Inquiries?
United States:
Simone Delfino Yenni - simone.delfino@thecollectedgroup.com
Australia: Julia Koenig - +61 7 55917233
Need more help?
Call Us
Monday - Friday
10am - 6:30pm EST
Not Including Holidays
+1 833-791-0200
Wholesale Inquiries:
+1 212-930-9777