Shipping Policy

At CASNELA, we aim to provide a clear and reliable shipping experience from the moment your order is placed until it arrives at your door.

Our collection includes glassware, tableware, and tabletop décor pieces designed to enhance dining experiences and elevate everyday living. Because some products are made from delicate materials such as glass, each item is carefully packaged with protective materials to help reduce the risk of damage during transit.

Order Processing

Orders are typically processed within 1–3 business days after payment is successfully confirmed.

Business days are Monday through Friday, excluding public holidays.

Order processing time is separate from carrier transit time. During peak sales periods, holidays, unusually high order volumes, inventory verification, or other exceptional circumstances, processing may take slightly longer.

Certain fragile glassware, decorative pieces, or specially packaged products may require additional preparation time before dispatch.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.

Estimated Delivery Time

The estimated delivery time is generally:

7–20 business days after shipment

This estimated delivery period does not include the 1–3 business days required for order processing.

Delivery times may vary depending on:

  • Shipping destination
  • Carrier availability
  • Customs inspections or clearance procedures
  • Public holidays
  • Weather conditions
  • Peak shipping periods
  • Remote delivery locations
  • Local delivery restrictions
  • Other circumstances outside our reasonable control

These delivery timeframes are estimates and do not constitute guaranteed delivery dates.

Shipping Methods and Costs

Available shipping methods and applicable shipping charges are displayed during checkout based on the destination, product type, package size, and items included in your order.

Where promotional or free shipping is available, eligibility will be clearly displayed during checkout before payment is completed.

Some larger, fragile, or specially packaged glassware and tabletop décor products may require different shipping arrangements depending on the destination.

Packaging of Fragile Products

Some CASNELA products may include:

  • Glass cups and drinkware
  • Decorative glass pieces
  • Serving plates and dishes
  • Tabletop ornaments
  • Fragile dining accessories
  • Other delicate home décor items

Where appropriate, products are carefully packaged using protective materials designed to help reduce movement, impact, and damage during transportation.

Please handle your package carefully upon delivery and inspect fragile products as soon as reasonably possible after opening.

We recommend keeping the original packaging until you have confirmed that your order has arrived in satisfactory condition.

Tracking Your Order

When tracking information becomes available, a shipping confirmation email containing your tracking number or tracking link will be sent to the email address provided during checkout.

Please allow some time for tracking information to become active after the shipping label has been created.

Depending on the carrier and destination, tracking information may update only when the package reaches specific transit or delivery checkpoints.

Delivery Delays

Although we work with reliable logistics providers to deliver orders as efficiently as possible, occasional delays may occur due to circumstances outside our reasonable control, including:

  • Carrier disruptions
  • Customs inspections or clearance procedures
  • Severe weather
  • Transportation interruptions
  • Public holidays
  • Peak shipping periods
  • Remote delivery locations
  • Local delivery restrictions
  • Unexpected logistics delays

If your order has not arrived within the estimated 7–20 business day delivery period, please contact our customer support team.

We will review the available tracking and shipping information and assist you with the next appropriate steps.

Shipping Address Accuracy

Customers are responsible for providing a complete, accurate, and deliverable shipping address during checkout.

Please carefully review your:

  • Recipient name
  • Street address
  • Apartment or unit number
  • City
  • State or province
  • Postal or ZIP code
  • Country
  • Contact information

If you notice an error after placing your order, please contact us as soon as possible.

We will make reasonable efforts to update the information before fulfillment, but we cannot guarantee that changes can be made once the order has entered processing or has already been shipped.

If an order is returned, delayed, or requires reshipment because of incomplete or incorrect delivery information provided by the customer, additional shipping charges may apply where permitted by applicable law.

International Orders

CASNELA ships to selected international destinations where delivery service is available.

International shipments may be subject to:

  • Customs inspections
  • Import duties
  • Taxes
  • Brokerage fees
  • Clearance charges
  • Other charges imposed by local authorities or carriers

Unless otherwise stated during checkout, such charges are generally the responsibility of the recipient.

CASNELA does not control customs processing times or charges imposed by local governments, customs authorities, or delivery providers.

Damaged Products During Shipping

Because some CASNELA products include fragile glass materials and delicate decorative components, we recommend inspecting your order promptly after delivery.

If your product arrives damaged, cracked, broken, scratched, or otherwise affected during transportation, please contact us as soon as reasonably possible.

To help us review your request, please provide:

  • Your order number
  • Clear photographs of the damaged product
  • Photographs of the inner packaging
  • Photographs of the outer shipping box
  • A photograph of the shipping label
  • A short video where helpful

Please do not discard the damaged item or packaging until our customer support team has reviewed the issue.

Depending on the circumstances and applicable policies, we may provide an appropriate resolution, such as a replacement, refund, or other available remedy.

Lost or Delayed Packages

If tracking information shows an unusual delay or your package cannot be located, please contact us so that we can review the available carrier information.

Where appropriate, we may assist with carrier inquiries or other available resolution procedures.

Investigations and resolutions may depend on the individual carrier’s policies and the specific circumstances of the shipment.

Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, we recommend first checking:

  • Your mailbox or usual delivery area
  • Front, side, or rear entrances
  • Building reception or mailroom
  • Household members
  • Neighbors
  • The local delivery carrier

If you are still unable to locate the package, please contact us. We will review the available delivery information with you.

Split Shipments

In some cases, products from the same order may be shipped separately due to:

  • Inventory location
  • Product size
  • Fragile-product packaging requirements
  • Warehouse availability
  • Fulfillment requirements

For example, a set of glass cups and a decorative tabletop piece may be shipped separately depending on inventory location or packaging requirements.

If your order is divided into multiple shipments, each package may have a separate tracking number and may arrive at different times.

You will not be charged additional shipping fees solely because we choose to split an order into multiple shipments.

Receiving Your Order

When receiving delicate CASNELA products, we recommend:

  • Opening the package carefully
  • Avoiding sharp tools near the product
  • Removing protective packaging slowly
  • Handling glass items carefully
  • Inspecting the product before disposing of packaging
  • Placing products on a clean and stable surface before use

If your product includes specific care requirements, please review the applicable product information before use.

Contact Us

If you have any questions regarding shipping, tracking, delivery, or a damaged shipment, please contact our customer support team:

Brand: CASNELA
Official Website: casnela.com

Legal Entity:
Hainan Jintu Technology Co., Ltd.

Unified Social Credit Code:
91460000MAEEDUEFXM

Registered Address:
19B, 19/F, Longteng Pavilion, No.24 Fengxiang Subdistrict Office, Qiongshan District, Haikou City, Hainan Province, China

Customer Support Email:
service@casnela.com

Phone:
+86 19907795717

casnela.com is owned and operated by Hainan Jintu Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related e-commerce activities.

When contacting us about an existing order, please include your order number and the email address used during checkout so that we can assist you more efficiently.

For damaged or fragile-product inquiries, including photographs of the product and packaging will help us review the situation more quickly.

CASNELA — Refined Tabletop Essentials for Modern Living.

CASNELA creates thoughtfully designed glassware, tableware, and tabletop décor that bring elegance, functionality, and timeless style into everyday spaces.

From beautifully crafted dining pieces to decorative accents, our collections are designed to enhance meaningful moments and elevate modern living.