Help Center / Car Shipping Cancellation & Refund Policy
Car Shipping Cancellation & Refund Policy
Plans can change. If you need to cancel or adjust a shipment, contact Onyx as soon as possible. We will check whether a carrier has accepted your order and explain the applicable charges and any refund eligibility.
Before a carrier accepts your order
You may cancel without a cancellation fee before a carrier accepts your order. Onyx does not charge a payment at booking; payment is processed after carrier assignment according to the option you selected.
The important cancellation milestone is carrier acceptance, not the pickup date. Contact us to confirm your order status before assuming a cancellation is free.
After carrier acceptance
Once a carrier accepts your order, cancellation charges apply under Section 8 of our Terms of Service. These include a minimum $230 cancellation fee and any applicable carrier charges.
A carrier may already have reserved space, adjusted its route or traveled to your pickup location. Depending on the circumstances, additional charges, including a dry-run fee, may apply. Our team will review your shipment details and explain the charges that apply to your order.
How to request cancellation
- Contact Onyx promptly. Call 800-808-0176 or email info@onyxautotransport.com.
- Identify your shipment. Include your order number, name, vehicle and requested pickup date. Tell us whether you want to cancel or change the booking.
- Review the order status. Ask whether a carrier has accepted the order and which charges apply.
- Keep the confirmation. Request written confirmation of the cancellation and any approved refund or remaining balance.
Keep Onyx informed even if you have already spoken with the driver. Retain your booking details and correspondence for your records.
How refunds are reviewed
Refund eligibility depends on the order status, services performed, payments collected and charges due under your booking terms. A cancellation does not automatically entitle you to a full refund.
After a completed delivery, Section 8 limits refunds to additional services that were not fulfilled. If you believe an approved service was not provided, send Onyx your order number and relevant details so we can review it.
Ask our team to confirm the approved refund amount, payment method and expected processing time. Your bank or payment provider may take additional time to display the credit.
Changing dates or shipment details
If your plans are still flexible, ask about updating the shipment before canceling it. Changes to locations, vehicle condition, dates or services can affect carrier availability and pricing.
Pickup and delivery dates are estimates under our Terms of Service. If timing changes, contact Onyx to discuss the current schedule and options. We will explain any proposed adjustment before you decide how to proceed.
Frequently asked questions
Is cancellation free before pickup?
Not necessarily. Cancellation is free before a carrier accepts the order. After acceptance, cancellation charges can apply even if the vehicle has not been picked up.
Does no upfront payment mean there is no cancellation fee?
No. The payment schedule and cancellation terms are separate. A cancellation after carrier acceptance may incur charges under Section 8 of the Terms of Service.
Can I change my dates instead of canceling?
Contact Onyx to discuss the change. Availability, pricing and any applicable charges depend on your shipment and whether a carrier has already accepted it.
Who can confirm my refund?
Onyx can review the payments and order status, explain any applicable deductions and confirm an approved refund. Keep the written confirmation for your records.
Plan your next step
Questions about your shipment?
Contact Onyx with your order number for help with your shipment details. Call 800-808-0176 or email info@onyxautotransport.com.
This guide summarizes the process. Your booking details and our Terms of Service govern your shipment.