FAQ

Shipping & Delivery

Where is my order?
Once your order ships, you will receive a shipping confirmation email with tracking details. Tracking may take 24–48 hours after dispatch to become active.

How long does shipping take?
Orders placed before 3:00 PM ET on a business day start processing that day. Door handle and knob sets marked Made to order on the product page ship within 2–4 weeks. Hinges, door stops, accessories, replacement parts and the handle and knob sets marked In stock ship within 3–5 business days. Delivery to the contiguous U.S. and Washington, D.C. then takes 5–8 business days, so orders usually arrive within 15–28 business days for made-to-order items and 8–13 business days for in-stock items. Orders to Alaska and Hawaii take 10–15 business days in transit: usually 20–35 business days for made-to-order items and 13–20 for in-stock items. Business days are Monday–Friday, excluding holidays. See our Shipping Policy.

What does “Made to order” mean?
Some of our door handle and knob designs and options are made for your order rather than kept in stock. The product page marks them “Made to order” with the time before shipping, and your cart shows the same. They usually arrive within 15–28 business days (20–35 to Alaska and Hawaii). They follow the same 30-day return policy as everything else.

I ordered made-to-order and in-stock items. Will they ship together?
Not always. Each item ships as soon as it is ready, so an order with items of different processing times arrives in separate parcels. Each parcel has its own tracking, and you pay shipping only once: free on orders of $100 or more, otherwise $15.

Do you offer free shipping?
Yes — on orders of $100 or more, standard shipping is free to all 50 U.S. states, including Alaska and Hawaii, and Washington, D.C. Orders under $100 pay a flat $15.

Where do you ship?
To all 50 U.S. states, including Alaska and Hawaii, and Washington, D.C. We do not currently ship to Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, the Northern Mariana Islands, military addresses (APO/FPO/DPO), or international addresses.

Why is there no tracking update yet?
Tracking updates can sometimes take 24–48 hours after dispatch to appear. Delays may also occur due to carrier scans, weather, holidays, or seasonal demand.

What if my order is marked delivered but I have not received it?
Please first check your shipping address, mailbox, and nearby delivery area, and ask neighbors if they may have accepted the parcel on your behalf. In rare cases, packages may be marked as delivered slightly before arrival. If you still have not received your order after 3 business days, please contact us at contact@casellestudio.com or call or text +1 (888) 422-0205.

Orders

Can I cancel or change my order?
If you need to cancel or update your order, please contact us as soon as possible at contact@casellestudio.com . If your order has not yet been processed or shipped, we will do our best to accommodate your request. Once an order has shipped, changes and cancellations may no longer be possible.

What should I do if something is wrong with my order?
Please email contact@casellestudio.com with your order number, a description of the issue, and any relevant photos. We will review the issue and assist you as quickly as possible.

What if an item is missing from my order?
Please contact us at contact@casellestudio.com with your order number and details of the missing item so we can investigate.

Returns & Refunds

What is your return policy?
We offer a 30-day return window from the date of delivery on every item, including made-to-order items and custom-thickness sets. To be eligible, items must be uninstalled, unused, in original condition, and returned with all parts, hardware, and original packaging intact.

How do I start a return?
Start your request in our Returns & Exchanges portal (footer link “Start a Return or Exchange”), or email contact@casellestudio.com within 30 days of delivery with your order number and the reason for the return. Once approved, we send return instructions. Please do not send items back without prior approval.

Who pays for return shipping?
Customers are responsible for return shipping unless the item is defective, damaged, or incorrect.

When will I receive my refund?
If your return is approved, your refund will be issued to your original payment method within 5–10 business days after the returned item has been received and inspected.

Can I exchange an item?
Yes, for another variant of the same product — for example another handing, backset, door thickness, or finish. Choose Exchange when you start your request; any price difference is charged or refunded. To switch to a different product, return the original item for a refund and place a new order.

Products

What materials are your products made from?
Our collections include solid brass and select natural or decorative material details such as rosewood, marble, malachite, and acrylic. Specific materials are listed on each product page.

Are your products for interior or exterior use?
Caselle handle and knob sets are designed for standard residential door applications, including interior doors and compatible residential entry doors.For exterior-facing doors, we recommend confirming fit, exposure, and lock requirements with your installer or locksmith before ordering. Keyed lock functions are available, but are not intended to replace a dedicated high-security deadbolt where one is required.

How do I choose the right option?
Please review the product page carefully before ordering, including finish, function, rosette/backplate size, door thickness compatibility, and handing where applicable. If you are unsure, feel free to contact us before placing your order.

Do dummy sets require handing?
Only on handed designs. Dummy sets are fixed handles or knobs used where no latch or lock is needed. If a design is handed, its dummy options come in Left Hand or Right Hand — choose the hand of the door the dummy goes on. If the product page does not ask you to choose a hand, none is needed.

Payments & Security

Which payment methods do you accept?
You can securely pay for your order using Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay, PayPal, and Shop Pay.

Is checkout secure?
Yes. We use secure checkout technology to help protect your payment and personal information.