Cooper Custom Reel Handles LLC is a small, independent business based in Rochester, New York. We design and handcraft custom fishing reel handles, knobs, and related accessories right here in our own workshop — and we ship every order ourselves. We are not a drop-shipper and we do not use fulfillment warehouses. Every package that leaves our door is packed by us and represents the care we put into our work.

This Shipping Policy explains exactly how we handle your order from the moment you place it to the moment it arrives at your door. We've written it to be straightforward and honest — no vague promises, no confusing fine print. If you ever have a question that isn't answered here, please contact us directly and we'll give you a straight answer.

We currently ship to addresses in the United States and Canada only. We do not offer international shipping to any other country at this time. We offer free shipping on all U.S. orders and a flat shipping rate of $10.00 USD on all Canadian orders.

We ship to the following locations. Orders placed with a shipping address outside these regions will be cancelled and fully refunded.

All prices displayed on coopercustomreelhandles.com are listed in United States Dollars (USD) unless otherwise stated. This applies to product prices, shipping costs, and all amounts shown during checkout.

Shipping costs are simple and transparent: All U.S. orders ship for free — no minimum order value required. All Canadian orders ship for a flat rate of $10.00 USD per order, regardless of order size, weight, or destination within Canada. There are no variable shipping charges and no surprise fees added at checkout.

For Canadian customers: Your order will be charged in USD. Your bank or credit card provider will convert the amount to Canadian Dollars at the current exchange rate at the time of your transaction. We have no control over the exchange rate applied, and the converted CAD amount may vary slightly. Any foreign transaction fees charged by your bank are the customer's responsibility and are outside our control.

The total amount shown at checkout — including product price, shipping cost, and applicable taxes — is the exact amount you will be charged. We do not add any hidden fees after checkout.

We keep shipping simple and affordable. Our rates are straightforward — no weight calculations, no minimum order thresholds, and no handling fees. What you see at checkout is exactly what you pay.

All orders are shipped directly from our workshop in Rochester, New York. We do not use third-party fulfillment centers, overseas warehouses, or drop-shipping suppliers. Every order is handled personally by our team.

Because we ship from a single location in upstate New York, transit times may vary slightly depending on how far your delivery address is from Rochester. West Coast destinations (California, Oregon, Washington, and western Canada) will generally see transit times at the longer end of our stated range compared to northeastern U.S. destinations.

Our daily order cut-off time is 2:00 PM Eastern Standard Time (EST / GMT-05:00), Monday through Friday, excluding U.S. federal holidays.

• Orders placed before 2:00 PM EST on a business day will begin processing that same business day.
• Orders placed after 2:00 PM EST will begin processing the following business day.
• Orders placed on Saturday, Sunday, or a U.S. federal holiday will begin processing on the next business day.

Processing time is the time between when you place your order and when it is physically dispatched from our workshop. Our standard processing time is 1–3 business days (Monday through Friday, excluding U.S. federal holidays). Processing time is not the same as delivery time — it happens before your order is handed to the carrier.

• Order verification: We review your order details, confirm your shipping address, and verify that payment has cleared successfully.
• Production (for custom or made-to-order items): Custom handles, knobs, or accessories are built to your specifications in our workshop. Standard in-stock items skip this step and are pulled directly from our inventory.
• Quality inspection: Every item is individually checked before it goes into the box. We don't skip this step.
• Packaging and dispatch: Your order is carefully packed and handed to the carrier. You'll receive your tracking number by email as soon as it's collected.

Once your order has been dispatched, the transit time is the time it takes for the carrier to deliver it to your address. Transit times are estimates provided by the carrier and are not guaranteed — factors such as weather events, carrier workloads, and customs processing can occasionally cause delays outside our control.

We use established, reputable carriers to ship all orders. The specific carrier assigned to your shipment is selected based on your destination and available service levels at the time your order is dispatched. You will be notified of the specific carrier and tracking number via email once your order ships.

We select the carrier that provides the best combination of reliability, tracking capability, and service for each shipment. If you have a strong preference for a particular carrier, you are welcome to contact us before placing your order and we will do our best to accommodate your request, though this cannot always be guaranteed.

Every order we ship includes tracking. As soon as your order is collected by the carrier and scanned into their system, you will receive an automated email with your tracking number and a direct link to the carrier's tracking page.

• The tracking email is sent to the email address you used at checkout. Please check your spam or junk folder if you don't see it within 24 hours of expected dispatch.
• Tracking information may take up to 24 hours after dispatch to become active in the carrier's system, especially for USPS shipments. If tracking shows "label created" for more than 2 business days without a scan update, please contact us.
• For Canadian orders, tracking will show the shipment's journey through U.S. sorting facilities, across the border, and into the Canadian carrier's network. Updates may be less frequent once your parcel is in Canadian customs processing.

We take packaging seriously. Our products are precision-crafted components — handles, knobs, and fittings that can be small, rigid, or have delicate finishes — and we pack them accordingly. Every order is packed by hand in our workshop before dispatch.

• Items are wrapped and padded to prevent movement inside the box. We use appropriate cushioning materials — foam wrap, bubble wrap, or similar — depending on the product and its finish.
• Your order includes a printed packing slip or invoice inside the box confirming the contents. See Section 23 for details on documentation.
• All external surfaces of the package are sealed and labelled with your delivery address and our return address. We do not use misleading packaging or unmarked parcels.

If your package arrives and the outer box is visibly damaged or shows signs of rough handling, please photograph the packaging before opening it, and then photograph the contents. This documentation is helpful if a carrier insurance claim needs to be filed. See Section 16 for full instructions on what to do if your items arrive damaged.

It is your responsibility to enter a complete and accurate shipping address at checkout. Please double-check your full address — including apartment or unit number, city, state or province, ZIP/postal code, and country — before confirming your order.

• If your order is returned to us or goes undelivered due to an incorrect, incomplete, or undeliverable address that you provided, we are not responsible for the resulting delay or additional costs.
• If a package is returned to us due to an address error you made, we will contact you by email to confirm a corrected address. Re-shipping the order will incur an additional shipping charge. We will send you an invoice for the re-shipping cost before dispatching again.
• If you notice an address error immediately after placing your order, contact us right away at coopercustomreels@gmail.com. We may be able to correct it if the order has not yet been dispatched.

Because we begin production on custom and made-to-order items quickly after receiving your order, your ability to cancel depends on the stage your order is at. Please contact us as soon as possible if you need to cancel.

To request a cancellation, email us at coopercustomreels@gmail.com or call +1 315-333-0776 as quickly as possible. Include your order number in your message. Cancellation requests are acknowledged within one business day.

If you need to change the delivery address on your order, please contact us as soon as possible at coopercustomreels@gmail.com with your order number and the corrected address. We will do our best to make the change before dispatch, but we cannot guarantee this.

• Before dispatch: We can update the shipping address at no charge if the order has not yet been collected by the carrier.
• After dispatch: Once your order has been handed to the carrier, we are unable to change the delivery address from our side. Some carriers (UPS, FedEx) offer in-transit address change services through their own websites, which you may be able to arrange directly using your tracking number. Any fees charged by the carrier for this service are the customer's responsibility.

Carriers will typically attempt delivery at least once. If no one is available to receive the package, the carrier will usually leave a delivery notice card and attempt re-delivery on a subsequent day, or hold the package at a local facility for pickup.

• Check your tracking regularly for delivery attempt notifications and follow the carrier's instructions (re-schedule delivery, arrange pickup at a post office or depot).
• If the carrier holds the package and it is not collected within their holding period (typically 5–15 days depending on the carrier), it will be returned to our workshop.
• If your package is returned to us due to failed delivery or non-collection, we will email you to arrange re-shipment. Re-shipping charges will apply and are the customer's responsibility.

We are sorry if your order arrives damaged. While we pack every order carefully, damage can occasionally occur during transit. Here is exactly what to do if your item arrives in a damaged condition:

• Step 1: Photograph the outer packaging before opening the box, if it shows visible damage.
• Step 2: Photograph the damaged item(s) clearly, showing the nature of the damage.
• Step 3: Email us at coopercustomreels@gmail.com within 30 days of delivery. Include your order number, a description of the damage, and attach your photographs.
• Step 4: We will review your report promptly and arrange either a replacement or a full refund at no cost to you. We will also handle any carrier insurance claim on our end.

If you receive your order and an item is missing, or if you received the wrong item, please contact us right away. Mistakes on our end are rare but possible, and we will always make them right.

Email coopercustomreels@gmail.com within 30 days of your delivery date and include: your order number, a description of what was missing or incorrect, and photographs of what you received (including the packing slip if possible). We will respond within one business day and arrange a replacement or refund at no charge to you.

If you received the wrong item, please do not use or modify it. We will arrange for you to return the incorrect item (at our expense) and send you the correct one. We will provide a prepaid return label for this situation.

A package is considered significantly delayed if it has not arrived within 15 business days of your dispatch date for U.S. orders, or 20 business days for Canadian orders. At that point, we will treat it as potentially lost and take action.

• If your tracking shows no movement for more than 7 consecutive business days, or your delivery date has passed by more than 5 business days, please contact us at coopercustomreels@gmail.com.
• We will file a trace investigation with the carrier on your behalf. Most carrier investigations are completed within 5–10 business days.
• If the carrier confirms the package is lost, we will send you a replacement at no charge or issue a full refund — whichever you prefer.
• For Canadian orders, please also confirm with your local Canada Post or courier pickup point before reporting a package as lost — packages are sometimes held at a depot and a notice card may have been missed or misdelivered.

Once the carrier marks your shipment as "Delivered" in the tracking system, our responsibility for the physical package transfers to you. At that point, you are responsible for retrieving the package from the delivery location.

If your tracking shows "Delivered" but you have not received the package, we recommend taking the following steps before contacting us:

• Check around your front door, mailbox, side entrance, and any covered areas where a carrier might leave a package.
• Ask neighbours or building management in case it was left with someone nearby.
• Wait 24 hours — carrier delivery scans occasionally show "delivered" a few hours before the physical delivery takes place.
• Contact the carrier's customer service line directly with your tracking number to request a GPS delivery point or further investigation.

If you believe your package has been stolen from your doorstep after confirmed delivery, we recommend filing a police report. We are not able to issue a refund or replacement for packages that were successfully delivered to your address and subsequently stolen, but we will provide any documentation you need to support your police or homeowner's insurance claim.

To ensure your order is delivered smoothly, we ask that you take the following reasonable steps:

• Enter a complete and accurate shipping address at checkout, including any apartment or unit number.
• Provide a valid email address so that you receive order confirmation and tracking emails.
• Monitor your tracking information and respond to any delivery attempt notifications from the carrier promptly.
• Inspect your order promptly upon receipt and report any damage, missing items, or errors within 30 days of delivery.
• For Canadian orders: Be aware that you are responsible for paying any import duties, brokerage fees, or taxes assessed by the CBSA and your carrier upon your parcel's entry into Canada.
• Collect packages from holding facilities within the carrier's holding period if a delivery attempt is missed.

In return, here is what we commit to on our side:

• We will process and dispatch your order within the stated 1–3 business day window, or notify you promptly if we cannot for any reason.
• We will send you a tracking number by email as soon as your order has been collected by the carrier.
• We will pack your order carefully and use appropriate packaging to protect it during transit.
• We will communicate honestly with you if there are any unexpected delays with your production or dispatch, and give you the option to cancel for a full refund if the delay is significant.
• We will resolve any genuine issues with your order — whether damaged, incorrect, or lost — fairly and promptly.
• We will respond to your enquiries within one business day, Monday through Friday.

Every order includes a printed packing slip inside the box listing the item(s) included and your delivery address. An order confirmation and receipt are also sent to your email address at the time of purchase.

For Canadian shipments: We are required by U.S. and Canadian customs regulations to attach an accurate customs declaration form to the outside of every parcel shipped to Canada. This form accurately states the contents and declared value of the shipment in USD. We do not misrepresent the value or nature of shipments on customs forms under any circumstances — doing so is illegal and we take compliance seriously.

If you require an additional invoice or receipt for accounting or warranty purposes, please contact us at coopercustomreels@gmail.com and we will send one within one business day.

As a small, craft-focused business, we are conscious of the environmental impact of shipping materials. We make the following efforts to reduce packaging waste without compromising the safe delivery of your order:

• We right-size our boxes where possible to avoid unnecessary filler material and reduce shipping weight.
• We use recyclable cardboard boxes and aim to use paper-based padding materials where product protection allows.
• We print only the documentation necessary for each order and include a digital receipt by email to reduce paper use.
• We encourage you to recycle or reuse the outer packaging materials after your order arrives.

To protect our customers and our business, all orders are subject to a routine security review before being dispatched. In most cases this is automatic and causes no delay. Occasionally we may need to verify an order manually.

• If we identify an unusual pattern — for example, multiple orders to different addresses, a shipping address that does not match billing information, or suspected fraudulent payment activity — we may contact you at your provided email address to verify the order before dispatching it.
• We reserve the right to cancel any order that we reasonably believe to be fraudulent, even after payment has been collected. In such cases, a full refund will be issued to the original payment method.
• All payments are processed through Shopify Payments (Stripe) and PayPal, which use industry-standard encryption. We never see or store your full payment card details.

Our workshop operates Monday through Friday, excluding the following U.S. federal holidays: New Year's Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Independence Day (July 4th), Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day. Orders placed on or around these dates will begin processing on the next available business day.

During the holiday season — generally mid-November through early January — carrier networks across the U.S. and Canada experience significantly higher package volumes, which can cause transit delays beyond the standard estimates. We process and dispatch orders on schedule during this period, but we cannot control carrier delays once a package leaves our hands.

For any questions about your shipment, order status, or anything in this policy, please contact us using any of the methods below. We aim to respond to all enquiries within one business day, Monday through Friday.

We may update this Shipping Policy from time to time to reflect changes to our shipping practices, carrier services, applicable laws, or the regions we serve. Any changes will be published on this page with an updated "Last Updated" date shown at the top.

If we make any significant change that materially affects your rights — for example, adding new shipping destinations, changing our cut-off times, or altering how we handle lost packages — we will update this page promptly and, where appropriate, notify customers who have active orders or active accounts by email.

The version of this policy in effect at the time you place your order governs that order. We encourage you to review this page periodically if you are a regular customer.