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Customer Service Hours

Our Customer Service team is available Monday–Friday, 8:00 AM–5:00 PM EST.

Please note:

• Orders are not processed on weekends or holidays.

• Customer service emails are responded to during business hours only.

• Messages received outside of business hours will be addressed on the next business day.

• We aim to respond to all inquiries within 1–2 business days.

📧 Email: sales@copperandbrass.net

Order Processing & Shipping Time

All orders are processed within 1–2 business days. Once processed, orders will ship within 3 business days and include tracking information.  Once an order has shipped, it is in the hands of USPS. Delivery times may vary due to location, weather, holidays, or postal delays beyond our control.

Tracking Your Order

Tracking information is provided once your order ships. Please note that the tracking information available to you is the same information we can see. We do not receive additional shipping notifications or delivery updates from USPS beyond what is shown in the tracking link.

Customers are responsible for monitoring their tracking information.

Delivery Issues & Missing Packages

If your order has not been received within 15 business days from the shipping date, please contact us. At that time, we may need to reach out to USPS to investigate the shipment.

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Copper and Brass Paper Goods is not responsible for shipping delays caused by USPS.

Shipping Address Policy

Please carefully review your shipping address before completing your purchase.

Once an order is placed, we are unable to change or update the shipping address for any reason.

Orders shipped to an incorrect or incomplete address due to customer error are not eligible for refunds.

Returned Packages & Reshipping

If a package is returned to us due to:

• Incorrect or incomplete address

• Refused delivery

• Failure to retrieve the package from USPS

Shipping costs are non-refundable.
Customers will be responsible for paying a new shipping fee for the order to be reshipped.

Lost, Stolen, or Delivered Packages

• Copper and Brass Paper Goods is not responsible for lost or stolen packages marked as “Delivered” by USPS.

• We do not issue refunds for packages confirmed as delivered.

Damaged Items

Any claims regarding damaged items must be submitted within 48 hours of delivery and must include clear photo documentation.

By placing an order with Copper and Brass Paper Goods, you acknowledge and agree to this Customer Service & Shipping Policy.