Customer Service

Charlton Store FAQ's | Warranty | Repairs | Contact Us 


AUCTION FAQ's

 
Q: Can I receive updates via e-mail on current auctions?
A: Yes. By clicking the "Watch this" icon you can receive notification emails about the status of each auction and bid updates. To turn this function off, simply click the "Stop Watching" icon.
 
Q: Can I bid from my iPhone or mobile device?
A: Yes. Our site is optimized for all devices so you can easily bid, watch, or manage auctions or account(s) from any device.
 
Q: How many Charlton reels do you have and in what sizes/models?
A: We have only a limited, fixed number of the original reels. We will not disclose how many of each model we have. Some are being kept for historical purposes as well as research & development.

Q: Do you have spools and how can I buy them? 
A: Yes. Any spools for sale will be posted on the auction site. They will only be available here.

Q: I just need ONE spool for my Charlton. Can't I just call and buy outside the auction?
A: No.
 
Q: Why does the auction countdown keep re-setting in the final 60 seconds?  
A: This is part of our custom “going, going and gone" feature. At the close time of each auction, anyone who places a bid within the final minute makes the clock reset to one minute and start again. The process keeps repeating until there is a winner. It reproduces a real auction when the auctioneer says “going, going, gone”.
 
Q: What is the "Bidder Name" and how do I create one?
A: Bidder Name is the name of the current high bidder. You will be prompted to create one the first time you bid. You can select any name for everyone to see. It could be a your personal name, alias, or favorite superhero.

Q: I am the winning bidder. What happens next?
A: Congratulations! If you are winner on an auction, there are three easy ways to find checkout. 

1. Click on "Proceed Checkout" in the Auction listing
 
2. Click on "Cart" at the top right of website when logged into your account and click "Checkout"

3. Click on the winning bidder e-mail link sent to your inbox and go to My Bids

Simply follow the instructions when prompted. Please remember that you have no more 24 than hours to complete payment.

 
Q: How do I pay?
 A: At checkout, you will prompted for payment instructions. We accept Visa, MasterCard, American Express, and Discover. You will prompted to call our Charlton Customer Service number to process the payment securely over the phone.

Q: I thought I was the highest bidder and now the auction has disappeared. What happened?
A: Once an auction ends, it will usually disappear from the auction listing automatically. Only the auction winner will receive the checkout e-mail. You'll have to wait for the next auction.
 
Q: When does the reel ship?
A: Reels ship within 5-7 business days after an auction ends, or within 2 business days of receipt of deposit for credit card payments (excluding major holidays). Normally, credit card processing takes about 3 business days.

Q: Is shipping included?
A: Unfortunately, no. We strive to keep these costs as low as possible for you. Due to the value of Charlton products, there is also a standard $35 handling fee on top of any carrier charges to cover the additional UPS services of insurance on each package for $3000, signature delivery, and residential delivery. This helps to protect you and insures the reel(s) arrive safely. We will only ship to an address with the account holder's name: no PO Box or business name. We won't waive these requirements.

Q: What about sales tax?
A: By Law, we are required to collect sales tax for customers located in the State of Colorado, USA. If you're not located here, there is no sales tax.
 
Q: How do I cancel a bid?
A: To cancel a bid during an auction, login to your account and go to "My Bids" page and click on "cancel". 



CHARLTON STORE FAQ's

 
REMINDER!!! 
For items bought in the store, PLEASE ALWAYS click on (1) the "View larger" button and (2) the "Zoom In On Image" button. Here you will see the FINAL PRINTED IMAGE. What appears here will appear on the item.
 STEP (1)  STEP (2)   

Q: Are hat logos stitched or printed?
A: All logos are printed using several different technologies, depending on the material.
 
Q: My Charlton Lion Shield logo looks crooked. Why is that?
A: The 2014 Lion Shield logo is intentionally 3% offset from level (plumb). This is done on purpose to make the shield look like a real hanging shield. It’s barely noticeable to most.

Q: Why is there a separate checkout for the Charlton Store?
A: The Charlton Store is managed independently from charltonreels.com. This includes all payment, order fulfillment, returns, and customer service. Any questions can be directed to CafePress via e-mail or by calling 1-877-809-1659 (North America) or 1-919-323-4480 (International).

Q: I need to return an item I bought the Charlton Store. What do I do?
A: Please send all returns to CafePress here. Items sent to charltonreels.com will be refused.
 



WARRANTY


To qualify for warranty service, the original owner must have returned the warranty card(s) to Charlton Reels and be on file as the original owner. All returns to Charlton Reels must be sent to its third party contractor, Ross Reels*, along with a completed Charlton Product Service Form. Ross Reels reserves the right to refuse repairs/returns if customer does not follow these steps. All shipments to Ross Reels must be freight paid. Ross Reels reserves the right to determine whether to repair or replace, if at all, any product covered by this warranty. Discontinued products may be replaced with newer models when necessary. *Please note the address:
 
Ross Reels
Attn: Charlton Warranty Service
11 Ponderosa Court
Montrose, CO 81401
 
Charlton - Limited Warranty
Mayfly Group/Ross Reels warrants this reel against defects in material and workmanship for one year to the original registered owner. Should failure occur due to defects in material and workmanship, Ross Reels will repair or replace the reel at its option. Products with expired warranties, those that have been damaged due to accident, lost pieces, intentional breakage, normal use, misuse, including not following the care and use instructions included with the reel, are not covered under this warranty. Make sure to fill out your warranty card and mail it in within 30 days of purchase to activate your warranty.

Charlton - Lifetime Warranty
Charlton Outdoor Technologies warrants this reel to be free of defect with regard to materials or workmanship for the lifetime of the registered owner. Charlton will repair or replace this reel in the event of such occurrence conditional to the following: At the time of purchase please return to Charlton your name, address, phone number and serial number of the reel. Also include the name of dealer where purchased. This must occur within 30 days of purchase for this warranty to be valid.
 



REPAIRS


If you need repair work on Charlton product(s), you can download the Charlton Product Service Form by clicking the image belowPlease follow the directions carefully.

Product Service Form:

 

 

 

 



MORE QUESTIONS?


Visit our Contact page. We receive many inquiries so please be patient.

 

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