Shipping
Effective Date: October 1, 2026 | Last Updated: October 21, 2026
This Shipping Policy applies to purchases made through CashelCompany.com (the “Site”), operated by Equibrand Products Group, LP (“Cashel Company,” “we,” “our,” or “us”).
1. Order Processing Time
In-stock items are generally processed within 2–3 business days, Monday through Friday, excluding holidays.
Orders placed on weekends or holidays begin processing the next business day. This does not mean they will ship that day.
Processing may take longer during periods of high order volume or promotional events. If we expect a significant delay, we will notify you by email or phone.
Order processing time is separate from carrier transit time. Selecting expedited shipping does not shorten order processing time.
2. Shipping Rates and Delivery Estimates
Shipping rates are calculated at checkout based on your shipping address, package size and weight, and selected shipping method. Available options and costs are displayed before you complete your purchase.
Typical carrier transit times after shipment are:
- Domestic U.S. Standard: 3–7 business days.
- Domestic U.S. Expedited: 1–3 business days.
- International Standard: 7–21 business days.
- International Express: 3–10 business days.
Delivery times are estimates, not guarantees. They do not include order processing or customs clearance.
Available services vary by destination and item. Weather, carrier disruptions, holidays, customs processing, and other circumstances may extend delivery beyond the estimated window.
3. Where We Ship
We ship to:
- All U.S. states and territories, subject to available shipping services.
- P.O. Boxes through USPS, for eligible items.
- APO/FPO/DPO military addresses, for eligible items.
- Select international destinations available at checkout.
Large or heavy items may not qualify for P.O. Box or military-address delivery. Available shipping options are shown at checkout.
Please ensure your shipping address is accurate and complete. Incorrect or incomplete addresses may cause delays, failed delivery, or additional shipping charges.
If you notice an address error after placing an order, contact us immediately. We will do our best to correct it before shipment, but changes cannot be guaranteed once an order has been processed or shipped.
4. International Shipping
We ship to select international destinations. Available countries, shipping methods, and rates are shown at checkout.
All orders ship from the United States. Shipping rates and transit times vary by destination, carrier, and selected service.
Customers are responsible for customs duties, VAT, taxes, and import fees charged by the destination country. These charges are not included in your order total unless expressly stated at checkout.
Customs inspections or clearance procedures may delay delivery beyond the estimated transit window. We cannot predict or guarantee how long customs processing will take.
International orders cannot be returned or exchanged through our standard return process. Concerns involving damaged, defective, or incorrect merchandise are reviewed separately under our Return Policy.
If a package is refused or returned because of unpaid customs charges or incorrect delivery information, the customer is responsible for return shipping costs and related fees. A refused or returned shipment does not automatically qualify for a refund. Any resolution remains subject to our Return Policy and applicable law.
5. Shipment Confirmation and Tracking
When your order ships, you will receive a shipping confirmation email containing your tracking number.
Tracking information usually becomes active within 24 hours, although carrier updates may occasionally take longer.
You may also view available order and shipment information through your customer account or the order-status link in your confirmation email.
For in-stock items, contact [email protected] if you have not received shipping confirmation within 3 business days of order confirmation, unless we have already notified you of a processing delay.
6. Damaged, Lost, or Missing Shipments
Damaged Items
Inspect your order when it arrives. Report visible shipping damage within 7 days of delivery by emailing [email protected].
Include:
- Your order number.
- A description of the damage.
- Photographs of the damaged item.
- Photographs of the shipping box and packing materials.
Keep the item and all packaging until the claim is resolved. If original packaging is unavailable, tell us when submitting your claim.
We will review the issue and work with the carrier when appropriate.
Do not return an item without a Return Authorization number and specific instructions. If a return is authorized, customers are responsible for return shipping, packing, and insurance costs as described in our Return Policy, except where required by applicable law.
Marked Delivered but Not Received
If tracking shows your package as delivered but you cannot find it:
- Check around your delivery location.
- Check with household members, neighbors, or your building’s receiving area.
- Contact the carrier for delivery details.
If the package cannot be located within 2 business days after it is marked delivered, contact us with your order number and tracking information so we can assist.
Tracking Has Not Updated
If tracking has not updated for 5 business days, contact us so we can review the shipment and open a carrier investigation when appropriate.
A gap in tracking updates does not necessarily mean the package is lost. International shipments may have longer gaps while awaiting customs clearance.
Refunds, replacements, and other resolutions are determined after review. Contacting us or opening a carrier investigation does not automatically establish that a shipment is lost or qualify an order for a refund.
The reporting periods and procedures in this section do not limit rights or remedies that cannot be excluded under applicable law.
7. Returns and Exchanges
For complete eligibility requirements, return authorization instructions, exchanges, refunds, and defect-review procedures, see our Return Policy.
Eligible domestic merchandise must be shipped back within 30 calendar days of the purchase date, not the delivery date. Customers must obtain a Return Authorization number before shipping. Requesting authorization does not extend the deadline. Retain your shipping receipt as proof of the return shipment date.
Standard returns must be in brand-new, unused condition, with all original tags attached, in the same original box or packaging, and complete with original parts, accessories, and documentation.
International orders and other final-sale purchases are ineligible for standard returns or exchanges. See our Return Policy for the complete list of nonreturnable items.
Damaged, defective, or incorrect merchandise is reviewed separately under the Return Policy. Do not ship merchandise back without specific authorization.
Customers are responsible for return shipping, packing, and insurance. For eligible exchanges, customers also pay shipping for the replacement merchandise, except where required by applicable law.
Original outbound shipping charges are nonrefundable, except where required by applicable law.
Approved refunds are issued to the original payment method, not as store credit, within 5–10 business days after approval. Banks and payment providers may require additional posting time.
8. Your Rights
Nothing in this policy limits rights or remedies that cannot be excluded under applicable law.
9. Contact Us
For questions about processing, shipping, tracking, or delivery, contact:
Cashel Company
Operated by Equibrand Products Group, LP
Email: [email protected]
Phone: 800-333-2202
Mailing Address:
3500 W Highway 377
Granbury, Texas 76048
United States
