Shipping & Returns

Shipping & Returns

Shipping

Where we ship
ReelUp currently ships reels and accessories from our partner warehouses in China and, for some items, Japan.
Available destination countries and shipping options will be shown at checkout.

Processing time

  • Orders are usually processed within 1–3 business days.
  • Orders placed on weekends or public holidays will be processed on the next business day.

Estimated delivery times
These are typical delivery windows after dispatch (business days):

  • United States: 7–13 business days
  • Japan: 3–7 business days
  • Other countries: 7–20 business days (depending on location and local carrier)

Please note these are estimates only. Weather, customs, and carrier delays can occasionally extend delivery times.

Tracking
Once your order ships, you will receive a shipping confirmation email with a tracking number.
If your tracking information has not updated for more than a few days, please contact us and we’ll help check with the carrier.

Customs, duties and taxes

For most destinations, ReelUp ships orders on a Delivered Duty Paid (DDP) basis when your order total is USD $50.59 or above. This means any import duties, VAT/GST, or customs handling fees are already included in what you pay at checkout, and you should not be charged anything extra on delivery for these orders.

For smaller orders below this amount, local customs or the carrier may still charge import duties, taxes, or handling fees depending on your country’s regulations. These additional charges are not controlled by ReelUp and are the responsibility of the recipient.

If a courier asks you to pay unexpected extra fees, please contact us first with a photo or screenshot of the charge so we can help confirm whether it is correct.

Returns & Refunds Policy

Last updated: June 22, 2025

Because we are a small brand shipping internationally, we are not able to accept change-of-mind returns.
However, we stand behind the quality of our reels and will always help if there is a problem with your order.

1. No change-of-mind returns or exchanges

We do not accept returns or exchanges for reasons such as:

  • You changed your mind after receiving the product
  • You ordered the wrong model, size, or color
  • You found a better price elsewhere
  • Normal wear and tear from use

Please review the product details carefully before placing your order, and feel free to contact us if you have any questions about specs or suitability.

2. Damaged, defective, or incorrect items

If your item arrives damaged, defective, or not what you ordered, please contact us within 7 days of delivery so we can help.

📧 Email: servicecenter@reelup.net

Please include:

  • Your order number
  • Clear photos or video showing the issue
  • A short description of what went wrong
3. Our resolution

After reviewing your case, if we confirm that the item is damaged, defective, or incorrect, we will at our discretion provide one of the following solutions:

  • Replacement: Ship a new replacement of the same product to you, or
  • Refund: Provide a full or partial refund to your original payment method

You will not be charged any additional shipping cost for replacements or returns caused by our error.

In most cases we do not require you to send the defective item back. If a return is necessary, we will provide instructions. When the issue is confirmed to be our responsibility, we will cover or reimburse reasonable return shipping costs.

4. Lost or undelivered shipments

If your package shows as not delivered and the tracking has not updated for an extended period, please contact us.
After we investigate with the carrier, if the parcel is confirmed lost, we will either resend your order or issue a refund.

5. Non-returnable items

The following items are not eligible for return or refund except in cases of damage, defect, or incorrect shipment:

  • Clearance / final-sale items
  • Gift cards or voucher codes
  • Free gifts or promotional items
6. Order changes and cancellations

If you need to change or cancel your order, please contact us as soon as possible at servicecenter@reelup.net.
Once an order has been shipped, we are unable to change or cancel it.