cancelling an item order
Item orders move quickly — once the Steam trade has been sent or completed, the order cannot be cancelled because the digital good is already being delivered. If you need to stop an order, contact support immediately; we can only cancel orders that have not yet entered delivery.
orders that cannot complete
If an order cannot be delivered — for example the item becomes unavailable or the trade fails — CRATE cancels it automatically and credits the full amount back to your wallet in USD. No action is needed on your part.
trade holds are not cancellations
An order sitting in a Steam trade hold is still in progress. Trade holds are imposed by Steam, not CRATE, and an order in hold is not eligible for cancellation unless the trade ultimately fails.
wallet top-ups
A wallet top-up cannot be cancelled once the credits have been added, but unspent credits may be refundable to your wallet on request under our Refund Policy.
how refunds from cancellations are paid
Every cancellation that qualifies for a refund is credited to your CRATE wallet, never to a bank account or card. Wallet credits remain available to spend across the marketplace.
how to cancel
To request a cancellation, email support@crate.army from your account email with your order or booking number as early as possible. We process cancellation requests within 1–2 business days.
contact
CRATE is operated by DEK KEY OÜ, Ida-Viru maakond, Narva linn, Kivilinna tn 15-92, 20607. This policy is governed by the laws of England and Wales and does not affect your mandatory consumer rights.