​At Steel Horse Formulations, we appreciate your business and are committed to providing high-quality products and excellent customer service. Please review our Shipping & Returns Policy before placing your order.

​

Shipping Information

Order Processing​

Most orders placed Monday through Friday before 2:00 PM Central Time (CT) are processed and shipped the same business day.

Orders placed after 2:00 PM CT, on weekends, or on recognized holidays will be processed on the next business day.

​

Please note that following major holidays or during periods of unusually high order volume, processing may take an additional

1–2 business days. We appreciate your patience during these peak periods and work diligently to ship all orders as quickly as possible.

​

Because orders move quickly through our fulfillment process, we cannot guarantee order cancellations, address changes, or other modifications after an order has been placed. If you need assistance, please contact Customer Support immediately, and we will make every reasonable effort to accommodate your request.

​

Shipping Methods

We currently ship using trusted carriers, including:

• Amazon Shipping

• USPS

• UPS

• OnTrac

• DHL Global

• FedEx​

Available shipping options are displayed during checkout.

​

Estimated Delivery Times

​

• Standard Economy (Ground) Shipping: Approximately 4–6 business days after shipment.

• FedEx 2-Day Shipping: Approximately 2 business days after shipment.

​

Delivery estimates are provided by the shipping carrier and are estimates only, not guarantees. Delivery times may be affected by weather, holidays, carrier delays, natural disasters, or other circumstances beyond our control.

​

Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout, including apartment or suite numbers, ZIP codes, and any other required delivery information.

 

​Before completing your order, please carefully review your shipping address for accuracy. Address auto-fill and auto-complete features provided by browsers or mobile devices may occasionally insert incorrect information, including ZIP codes, apartment or suite numbers, or street names. Customers are responsible for verifying that all shipping information is complete and accurate before submitting an order. Steel Horse Formulations cannot be held responsible for delays, returned shipments, or lost packages resulting from incorrect shipping information provided at checkout.

​

Steel Horse Formulations is not responsible for packages delayed, misdelivered, returned, or lost due to an incorrect or incomplete shipping address provided by the customer.

​

If an order is returned to us because of an incorrect address, refused delivery, or an unclaimed package, the customer will be responsible for any additional shipping charges to reship the order. Returned merchandise may also be subject to the applicable restocking fee described below.

​

Once a package has been accepted by the shipping carrier, responsibility for delivery transfers to the carrier. While we are happy to assist customers with carrier claims when appropriate, Steel Horse Formulations cannot guarantee reimbursement for carrier-related delays, loss, theft, or damage that occurs after shipment.

​

Lost or Stolen Packages

Once a shipment has been marked Delivered by the shipping carrier to the address provided at checkout, the order is considered fulfilled.

If you believe your package is missing after being marked as delivered, we recommend that you:

​

• Verify the shipping address on your order confirmation.

• Check around your property, including porches, garages, parcel lockers, mailrooms, or other common delivery locations.

• Ask household members, neighbors, or your property manager if they accepted the package on your behalf.

• Contact the shipping carrier directly to request delivery details or GPS delivery confirmation, when available.​

​

If you are still unable to locate your package, please contact our Customer Support team. We will gladly assist you in working with the shipping carrier and, when appropriate, help initiate a carrier claim.

​

While we will make every reasonable effort to assist, Steel Horse Formulations is not responsible for packages that are lost or stolen after the shipping carrier has confirmed delivery to the address provided by the customer.** Refunds or replacements for packages marked as delivered are issued at our sole discretion.

 

 

Return Policy

​

We stand behind the quality of our products and want every customer to have a positive experience.

​

Opened Products

For the safety of all customers, we cannot accept returns or issue refunds for products that have been opened, used, or tampered with.

​

If you believe you received a defective or damaged product, please contact our Customer Support team immediately. We review these situations individually and will work with you to reach a fair resolution.

​

We strongly encourage customers to carefully review product descriptions, ingredient lists, directions for use, and precautionary statements before making a purchase.

​

Unopened Products (U.S. Orders Only)

Unopened products in their original condition may be returned within 30 days of the delivery date for a refund or store credit.

​

To qualify for a return:

​

• Product must be unopened, unused, and in its original packaging.

• A Return Authorization (RA) number must be obtained before returning any merchandise.

• The RA number must be clearly written on the outside of the package.

• Returns must include your order number or packing slip.

​

Returns received without prior authorization may be refused.

​

Return Shipping

Unless the return is due to our error or a verified product defect, customers are responsible for all return shipping costs.

Original shipping charges are non-refundable.

​

Restocking Fee

Approved returns are subject to a 10% restocking fee, which will be deducted from the refund amount.

​

Non-Returnable Items

The following items are not eligible for return:

• Opened products

• Used products

• Products that have been tampered with

• Products returned more than 30 days after delivery

• Products damaged due to improper storage or handling

• Clearance or final sale items (if applicable)

• Gift cards (if applicable)

​

Product Condition Requirements

Dietary supplements are sensitive to heat, cold, and moisture.

Returned products must have been stored under appropriate conditions and be received in resalable condition. Products showing evidence of excessive heat exposure, freezing, water damage, contamination, or other deterioration cannot be refunded or credited.

​

Approval of a Return Authorization does not guarantee a refund. All returned merchandise is inspected upon receipt before a refund or credit is issued.

​

International Orders

Due to product quality and storage requirements, all international sales are final.

​

We do not offer returns, refunds, or exchanges on orders shipped outside of the United States except where required by applicable law or if the shipment was incorrect due to our error.

​

Damaged, Incorrect, or Missing Items

If your order arrives damaged, contains incorrect items, or is missing items, please contact our Customer Support team within 7 days of delivery.

​

To help us resolve your claim quickly, please include:

• Your order number

• A description of the issue

• Clear photographs of the shipping box, shipping label, packing materials, and affected product(s).

​

 How to Start a Return

1. Contact Customer Support to obtain a Return Authorization (RA) number.

2. Securely package the unopened item(s) in their original packaging.

3. Clearly write the RA number on the outside of the package.

4. Ship the package using the carrier of your choice.​

​

If available, customers may request a UPS Call Tag for package pickup. Any applicable pickup fee will be deducted from the refund amount.

 

Refund Processing

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved:

​

• Refunds are issued to the original payment method whenever possible.

• Please allow 5–10 business days for the refund to appear, depending on your financial institution.

• Original shipping charges are not refundable unless the return resulted from our error.

 

Questions?

If you have any questions before placing your order, our Customer Support team is happy to help. We encourage you to contact us before purchasing if you need assistance selecting the right product or have questions about ingredients, usage, or compatibility.

​

Thank you for choosing Steel Horse Formulations. We appreciate your business and look forward to serving you.