Frequently Asked Questions

Customer Service

Answers to questions related to your satisfaction with Equinell™ products.

How do I contact your customer service department?

You can contact our customer service department directly using any of the following methods:

  1. Send an email to Help@HealthySteed.com.
  2. Call (513) 940-0100.
  3. Send snail mail to:

    Healthy Steed
    Attn: Customer Service
    259 Northland Blvd.
    Suite F
    Cincinnati, OH 45246

Requests for refunds cannot be accepted without following our Refund Policy.

How do I contact your customer service department? ultima modifica: 2018-09-07T17:38:58-05:00 da Administrator
How do I return a product for a refund?

If you’re not 100% satisfied after using the entire bottle of any Equinell™ product we’ll refund the cost of the product, no questions asked. Follow these instructions for a full refund of the product purchase price:

  1. You’ve reviewed the application instructions and our Frequently Asked Questions to confirm the product has been applied as suggested.
  2. You’ve submitted a customer service inquiry via the Contact Us page or called our Customer Service line to discuss how to improve your results.
  3. Login to your account via the My Account link in the top menu and print the Order containing the product to be returned and refunded.
  4. Close the twist top and seal the cap on the product as appropriate.
  5. Place the product in a sealed plastic storage bag.
  6. Include the product and a copy of your order confirmation email in your shipping container (client responsible for shipping charges). We suggest using a box similar to the one in which your product was received.
  7. Mail the package to:

    Healthy Steed
    259 Northland Blvd.
    Suite F
    Cincinnati, OH 45246
    ATTN: RETURNS

When we receive and process your return we’ll issue a refund using the method in which we received payment for the order. That’s our Empty Bottle GUARANTEE, making your 1st use of our products a “No-Brainer”!

P.S. Please let us know if there’s something we can do to make things right by completing the Contact Us form and sharing the details of your situation.

How do I return a product for a refund? ultima modifica: 2018-09-07T15:22:55-05:00 da Administrator
What’s the expectation regarding returning contact inquiries?

Our goal is return emails and phone calls within 2 working days, most times you’ll hear from us the same or the next day.

Healthy Steed currently consists of a handful of dedicated part-time people dedicated to sharing the benefits of Equinell™ Hoof and Mane Oil, Equinell™ Shampoo and Cool Spot for Dogs™. We understand your horse or dog is suffering and you want relief NOW. We’ll do our best to make sure we reply to your email inquiry or return your phone call at the absolute earliest possible time.

Thank you for your trust and patience as we grow to serve you.

What’s the expectation regarding returning contact inquiries? ultima modifica: 2018-09-07T15:33:33-05:00 da Administrator
Which products are guaranteed?

The Healthy Steed Empty Bottle Guarantee includes Equinell™ Hoof and Mane Oil, Equinell™ Shampoo and Cool Spot for Dogs™. See our Return Policy for full details.

Your steed will be happy you tried Equinell™ – We GUARANTEE IT.

Which products are guaranteed? ultima modifica: 2018-09-07T14:59:29-05:00 da Administrator

Answers to questions related to the creation, maintenance and closing of your website account.

What are the benefits of creating an account?

Checking the box to Create an Account during Checkout or registering for an account by selecting My Account from the main menu and completing the Register form provides the following advantages to website visitors and customers:

  1. Review your order status.
  2. Update or correct your shipping and billing addresses.
  3. Maintain your payment methods.
  4. Change your account name or email address.

We suggest everyone making or intending to make a purchase create an account on the website.

What are the benefits of creating an account? ultima modifica: 2018-09-06T17:07:49-05:00 da Administrator
How do I create an account?

You can create an account by checking the box to Create an Account during Checkout or by selecting My Account from the main menu and completing the Register form. We suggest everyone making or intending to make a purchase create an account on the website.

How do I create an account? ultima modifica: 2018-09-06T17:14:00-05:00 da Administrator
How do I reset the password for my account?

You can initiate the process to reset your account password by selecting My Account from the main menu and clicking the Lost Your Password link in the Login section of the page. You’ll receive an email at the email address your provided when registering your account to reset your account password.

If you no longer have access to the email addresses on your account, send an email to our Customer Service Department at Help@HealthySteed.com. Please state your full name, billing address, the email address used to register your account (if you recall) and your new email address with a request to reset your account password.

How do I reset the password for my account? ultima modifica: 2018-09-06T17:39:45-05:00 da Administrator
How do I remove my account?

If you no longer wish account access to our website please send an email to our Customer Service Department at Help@HealthySteed.com. Please state your full name, billing address, the email address on your account and your account password with a remove your account. Our agents will remove account access at their earliest convenience – We’re Sorry to See You Go!

How do I remove my account? ultima modifica: 2018-09-06T17:44:04-05:00 da Administrator

My Order

Answers to questions related to the purchase, payment and shipping of Equinell™ products.

How can I change my order while it’s being processed?

To make ANY change to an order being processed, please send an email to our customer service department at Help@HealthySteed.com. Our service agents will do their best to reflect the changes you desire in the order while it’s being processed. Orders cannot be changed after you receive the completion email notification.

Note: Changes to your account details or addresses are not reflected in your order, the order is a snapshot of those details at the time you made the purchase.

How can I change my order while it’s being processed? ultima modifica: 2018-09-07T15:55:15-05:00 da Administrator

Horse

Answers to questions related to the use of Equinell™ products to improve the appearance and comfort of horses.

Can Equinell™ Hoof and Mane Oil help me transition my horse from shoes to bare feet?

Very likely yes! It partly depends on why the shoes were put on, and why you want them off. If he was shod because of a mechanical problem such as occurs with past founder, or a structural problem with the foot it might not be advisable to leave him barefoot. If he is tearing shoes off you might not have a choice.

If possible, plan ahead. A month of Equinell™ Hoof and Mane Oil will make the transition easier, by drying out the feet, and making them more comfortable. Try not to over trim when the shoes come off; the feet will tend to bruise, and you want as much horn as you can, for protection. If the shoe is already off, keep him on soft ground for a while, and use Equinell™ Hoof and Mane Oil weekly until he is comfortable and his feet look good.

Be very aware of bruises. These tend to form sterile abscesses, and Equinell™ Hoof and Mane Oil cannot help prevent them, except by generally improving the overall condition of the hoof. However, if they do occur, and are drained, Equinell™ Hoof and Mane Oil can help them return to normal faster.

Can Equinell™ Hoof and Mane Oil help me transition my horse from shoes to bare feet? ultima modifica: 2018-09-06T16:04:58-05:00 da Administrator
Can I apply Equinell™ Hoof and Mane Oil to hooves that are not completely dry?

Thrush is an infection that goes dormant when oxygen is present. When it grows in a hoof it causes the hoof to be moist, and it produces that nasty black drainage to keep air out. Do your best to place the horse on a dry ground before attempting to apply Equinell™ Hoof and Mane Oil. Use a hoof pick and brush to clean the hoof, then follow the instructions to apply a thin layer of Equinell™ Hoof and Mane Oil to all surfaces.

There is very likely a deep, ragged cleft in the frog; clean this gently (it will be tender) and put half a teaspoon or so into that cleft. You want to fill it without any running out, but the cleft may be very deep.

Repeat the process each week until the hoof is dry and the frog looks (you guessed it) normal, and is comfortable. After that use it every four to six weeks to keep it normal and comfortable.

Can I apply Equinell™ Hoof and Mane Oil to hooves that are not completely dry? ultima modifica: 2018-09-06T15:59:12-05:00 da Administrator
Can I catch mange from my horse with CPL?

No, the mites that affect horses can’t survive on people for very long. But that doesn’t mean they won’t make your life miserable for a day or two, until they die. The other infections prevalent with CPL, however, can affect humans. Be sure to wear gloves when working with CPL infected legs and never share grooming tools or tack.

Can I catch mange from my horse with CPL? ultima modifica: 2018-09-10T09:31:44-05:00 da Administrator
Do the Equinell™ products have an expiration or best use by date?

Unopened containers have at least 5 years of shelf life under ordinary conditions.  Best to keep away from light for long storage periods.  Under ideal conditions, the shelf life has been proven to be 8 years.

Opened containers should be used within 4-6 months.  The key is to open one container and use it, rather than having several open containers.

Equinell™ Hoof and Mane Oil will darken with exposure to air or sunlight.  When fresh, it is a light to medium amber color.  With exposure, it will turn a light brown.  It is still usable at this point.  With further exposure, it will turn dark brown and is no longer good.  Storing in the refrigerator or freezer will not significantly prolong product life.  Neither heat nor cold affects the Equinell™ products.

Do the Equinell™ products have an expiration or best use by date? ultima modifica: 2018-09-06T16:21:55-05:00 da Administrator
How do I clear a stubborn patch of pastern dermatitis on the side of each pastern?

This patch of wet, painful skin on the side of each pastern is probably folliculitis. Gently soak and scrub the area with Equinell™ Shampoo until it is clean. Repeat every three days for 3 or 4 treatments. If this doesn’t clear the problem, consult with your Veterinarian regarding the use of antibiotics.

How do I clear a stubborn patch of pastern dermatitis on the side of each pastern? ultima modifica: 2018-09-06T16:11:26-05:00 da Administrator
How do I prevent the infections that cause CPL from being carried between horses?

Never share grooming tools or tack, and wash coolers and blankets between horses. Farriers are a major concern. Their clothing and equipment are very hard to clean, and they’re basically carrying skin scrapings from one horse to the next. If your horse has feathers we strongly suggest wrapping their legs before the farrier begins, then washing their legs with Equinell™ Shampoo after he finishes. Contamination after the farrier visits is less of a concern for non-feathered horses, but washing their legs afterward with Equinell™ Shampoo is worth thinking about.

How do I prevent the infections that cause CPL from being carried between horses? ultima modifica: 2018-09-10T09:23:28-05:00 da Administrator
How should Equinell™ products be stored?

Unopened containers can be stored pretty much anywhere away from strong light. In a box, drawer or cabinet is perfect.

Opened containers should have the twist top closed between uses. Besides preventing accidental spills, a closed top will prevent oxygen from getting to the product. Oxygen in air will slowly degrade the product.

How should Equinell™ products be stored? ultima modifica: 2018-09-06T16:20:27-05:00 da Administrator
Is CPL an inherited condition?

No one knows, but research was done to answer this question and no link was ever found. Certainly some horses seem to have more problems than others, and there maybe a genetic predisposition to CPL.

From what we have seen the fuller and coarser the hair, the more problems the horse will have. There may be some link involving the ergots. Saddle horses have smooth ergots, draft horses tend to have large, porous ergots. These horses have more problems, but we don’t know if the ergot becomes porous because it is infected, or it becomes infected because it is porous.

We think it’s more likely that the genetic change is in one of the organisms. Skin mites vary in virulence. Many have become resistant to common insecticides, like lice have in humans. Because insects have very short life cycles, we’re betting the change will be found there.

Is CPL an inherited condition? ultima modifica: 2018-09-06T15:47:46-05:00 da Administrator
Is it possible to get rid of the mites that cause leg problems in draft horses so I can stop treating them?

Theoretically, yes. The mites don’t live for long off the animal. If you can move the horse to a clean area for three days, sterilize grooming equipment, and get rid of all the mites on the horse it should remain clear of mites. However, vectors such as birds, mice, bats and other animals can spread them. All horses in that area are probably harboring them, whether they cause disease or not.

Is it possible to get rid of the mites that cause leg problems in draft horses so I can stop treating them? ultima modifica: 2018-09-06T15:38:20-05:00 da Administrator
Should I move my horse from the stall after treating it for thrush?

Thrush is a slow infection. If you could remove the source of infection you would be able to clear up the feet, then stop the treatment. Unfortunately, the horse is the source of infection, and the bacteria that causes thrush lives in the horse’s gut. Therefore, the horse can remain in their stall after you treat and maintain their hoof health with Equinell™ Hoof and Mane Oil.

Should I move my horse from the stall after treating it for thrush? ultima modifica: 2018-09-06T15:33:25-05:00 da Administrator
Which product should I use to treat my horse for chronic pastern dermatitis?

Equinell™ Shampoo works better on skin. Use Equinell™ Hoof and Mane Oil on the ergots, and on nodules, if there are any. Otherwise Equinell™ Shampoo will give better results, and is far more economical.

Which product should I use to treat my horse for chronic pastern dermatitis? ultima modifica: 2018-09-06T16:18:57-05:00 da Administrator
Why don’t mites cause problems on non-feathered horses?

They might, we don’t know. Pastern dermatitis occurs in non-feathered horses, for reasons unknown. Some of these horses test positive for mites, but not all of them. The most virulent mites don’t seem to be able to survive in “normal” non-feathered skin.

Why don’t mites cause problems on non-feathered horses? ultima modifica: 2018-09-06T15:40:17-05:00 da Administrator
Will the organisms responsible for hoof and skin issues in horses and dogs become resistant to Equinell™ products?

Unfortunately, no one can say for sure. What we are saying is that the use of Equinell™ products improves the appearance and comfort of horses and dogs when used correctly.

Will the organisms responsible for hoof and skin issues in horses and dogs become resistant to Equinell™ products? ultima modifica: 2018-09-06T15:51:07-05:00 da Administrator

Dog

Answers to questions related to the use of Equinell™ products to improve the appearance and comfort of dogs.

How should I store my Cool Spot for Dogs™ ampules?

Keep the Cool Spot for Dogs™ ampules in the plastic bag, in a drawer or cabinet, away from light.  If stored carefully, they will remain good for at least 8 years.  If the contents turns brown, this means they have been exposed to light and are no longer good.  This can occur in as little as a week, if left in bright sunlight.

How should I store my Cool Spot for Dogs™ ampules? ultima modifica: 2018-09-07T14:53:04-05:00 da Administrator
I washed my dog with Equinell™ Shampoo, and the fleas came right back. What gives?

Try using it again. Once a week for three weeks is recommended.
Dogs are living flea magnets. If the area they live in has fleas, those fleas will move to the dog. If that’s the case, you have to solve that problem first.

Truthfully, we can’t say that our products kill all insects at all stages of their lives. All we can say is that our products will help. The rest is up to you. But if you are truly dissatisfied, return the product and we will be happy to give you your money back.

I washed my dog with Equinell™ Shampoo, and the fleas came right back. What gives? ultima modifica: 2018-09-06T14:57:05-05:00 da Administrator
Will the organisms responsible for hoof and skin issues in horses and dogs become resistant to Equinell™ products?

Unfortunately, no one can say for sure. What we are saying is that the use of Equinell™ products improves the appearance and comfort of horses and dogs when used correctly.

Will the organisms responsible for hoof and skin issues in horses and dogs become resistant to Equinell™ products? ultima modifica: 2018-09-06T15:51:07-05:00 da Administrator

General

Background, details and other insights into the manufacture, purchase and use of Equinell™ products.

Do the Equinell™ products have an expiration or best use by date?

Unopened containers have at least 5 years of shelf life under ordinary conditions.  Best to keep away from light for long storage periods.  Under ideal conditions, the shelf life has been proven to be 8 years.

Opened containers should be used within 4-6 months.  The key is to open one container and use it, rather than having several open containers.

Equinell™ Hoof and Mane Oil will darken with exposure to air or sunlight.  When fresh, it is a light to medium amber color.  With exposure, it will turn a light brown.  It is still usable at this point.  With further exposure, it will turn dark brown and is no longer good.  Storing in the refrigerator or freezer will not significantly prolong product life.  Neither heat nor cold affects the Equinell™ products.

Do the Equinell™ products have an expiration or best use by date? ultima modifica: 2018-09-06T16:21:55-05:00 da Administrator
How do Equinell™ products work?

We are not sure. Scientists have recently proven that one of the ingredients, Origanum (oil from the oregano plant), damages the cell wall of microbes and causes them to leak. Then, it seems, menthol can seep into the cell. Once inside the microbe, menthol wrecks its metabolism. How menthol works has been known for years, but microbes can resist almost any amount of menthol if their cell wall is in one piece.

This does not seem to happen with animal or plant cells. This is another way our products are unique.

As to how it kills insects, we simply don’t know.

How do Equinell™ products work? ultima modifica: 2018-09-05T18:05:34-05:00 da Administrator
How should Equinell™ products be stored?

Unopened containers can be stored pretty much anywhere away from strong light. In a box, drawer or cabinet is perfect.

Opened containers should have the twist top closed between uses. Besides preventing accidental spills, a closed top will prevent oxygen from getting to the product. Oxygen in air will slowly degrade the product.

How should Equinell™ products be stored? ultima modifica: 2018-09-06T16:20:27-05:00 da Administrator
How should I store my Cool Spot for Dogs™ ampules?

Keep the Cool Spot for Dogs™ ampules in the plastic bag, in a drawer or cabinet, away from light.  If stored carefully, they will remain good for at least 8 years.  If the contents turns brown, this means they have been exposed to light and are no longer good.  This can occur in as little as a week, if left in bright sunlight.

How should I store my Cool Spot for Dogs™ ampules? ultima modifica: 2018-09-07T14:53:04-05:00 da Administrator

Ingredients

Answers to questions related to the ingredients used in Equinell™ products.

Do Equinell products have an expiration or best use by date?

Unopened containers have at least 5 years of shelf life under ordinary conditions. Best to keep away from light for long storage periods. Under ideal conditions, the shelf life has been proven to be 8 years.

Opened containers should be used up within 4-6 months. The key here is to open one container and use it up, rather than having several open containers.

Equinell™ Oil will darken with exposure to air or sunlight. When fresh, it is a light to medium amber color. With exposure, it will turn a light brown. It is still useable at this point. With further exposure, it will turn dark brown and is no longer good. Storing in the refrigerator or freezer will not significantly prolong product life. Neither heat nor cold affects the Equinell™ products.

Do Equinell products have an expiration or best use by date? ultima modifica: 2018-09-08T21:28:18-05:00 da Administrator
How should Cool Spot for Dogs™ be stored?

Keep Cool Spot ampules in the plastic bag, in a drawer or cabinet, away from light. If stored carefully, they will remain good for at least 8 years. If the contents turns brown, this means they have been exposed to light and are no longer good. This can occur in as little as a week, if left in bright sunlight.

How should Cool Spot for Dogs™ be stored? ultima modifica: 2018-09-08T21:29:25-05:00 da Administrator
What are the ingredients in Equinell™ products?

The main ingredients are natural Origanum (oil from the oregano plant, or Origanum vulgare), and natural menthol, most commonly made from the cornmint plant (Mentha arvensis). These ingredients work together. Grapeseed oil gives the product better handling characteristics. The Shampoo contains surfacants (soap-like ingredients), thickeners, and the like, just like any other shampoo.

It’s actually a little more complicated than that. The Origanum we use is of a special kind. It’s expensive and is not always available. We constantly monitor the quality of this ingredient to make sure it complies 100% with our specifications. Also, we use only pure (USP grade) natural menthol. It comes as large, clear crystals. Synthetic menthol will not do; only levo- menthol will work.

See the How Equinell™ products work FAQ for additional information.

What are the ingredients in Equinell™ products? ultima modifica: 2018-09-06T15:11:52-05:00 da Administrator

Safety

Answers to questions related to the safe use, handling and storage of Equinell™ products.

Are Equinell™ products safe?

The main ingredients in Equinell™ products are the same as in Tonel®, the original product. Tonel® was extensively tested for safety with humans as is required under the law. These tests are quite expensive and must be done by special labs and facilities. We sometimes wonder whether other companies have tested their products as carefully as we have.

Are Equinell™ products safe? ultima modifica: 2018-09-05T15:35:01-05:00 da Administrator

Patent and legal information and disclaimers.

Are Equinell™ products patented?

All Healthy Steed’s products are covered by patent protections second to none. And not just in the United States, Canada and Mexico. The Tonel® base, as we call it, is patented as a formulation in 10 nationalities (and this counts all of Great Britain as one).

Are Equinell™ products patented? ultima modifica: 2018-09-05T15:37:23-05:00 da Administrator
Are Equinell™ products unique?

As best we can tell, the patents (U.S. 8449926 and others) protecting the Equinell™ products are the only ones of their kind in the world that combine two natural ingredients to produce something much more effective than either one alone. We think that makes it pretty unique.

Are Equinell™ products unique? ultima modifica: 2018-09-08T20:13:15-05:00 da Administrator
What trademarks do you claim?

Healthy Steed is a marketing partner for OnikoLabs, LLC who claims the word “Equinell™” as a trademark in the United States. The word “Tonel®” is registered with the U.S. Patent and Trademark Office, serial number 86028371.

What trademarks do you claim? ultima modifica: 2018-09-08T16:15:08-05:00 da Administrator
You claim Equinell™ products kill fleas and lice on contact. And yet you don’t seem to suggest it can be used as a flea shampoo. Why?

If you put any Equinell™ product on a flea or some other insect, it will die. Perhaps not every type of insect in the world, but that is a simple fact, and we can tell you that because it is true.

But, under the law, it’s a very big step to go from that to claiming you have a flea shampoo. As we wish to be compliant to the law to our best understanding (and these laws get complicated, much like tax laws), we must avoid making such steps.

You claim Equinell™ products kill fleas and lice on contact. And yet you don’t seem to suggest it can be used as a flea shampoo. Why? ultima modifica: 2018-09-05T18:01:07-05:00 da Administrator
You seem to be very careful to claim that your products only improve appearance and comfort. Why?

Our products are classified under the law as cosmetics. This places limits on what we can say. We wish to be compliant to these laws to our best understanding. Some of these laws get quite complicated, so we also rely upon the advice of professionals to tell us what we can and cannot say. In some respects, this is very similar to your asking the advice of a professional when preparing your income tax return.

No matter how many others may violate these laws by making medicine-like claims, we prefer to stay within the law. This of course puts us at some disadvantage in our advertising, but we will live with that.

You seem to be very careful to claim that your products only improve appearance and comfort. Why? ultima modifica: 2018-09-05T15:30:44-05:00 da Administrator
Frequently Asked Questions ultima modifica: 2017-07-22T09:41:58-05:00 da Administrator

Putting Spirit Back into Your Horse

Free Shipping on Orders Over $100.00 - Orders Under $100.00 $9.50 Flat Rate

0