We carry a large stock of the billiards cues, pool cue cases, and billiards accessories depicted on our website. Our large stocking practices are what we feel separates us from other online billiard supplies and auction style sites that simply drop ship their products direct from various billiard wholesalers. In most cases, your order is processed and shipped. It will not be processed and then ordered from yet another company for that company to process and ship your order. Just because we do have it online does'nt mean we don't have it. If you see it anywhere else on the internet, we have it. Email us for information on those products we don't have listed and your interested in.
Because we try to stock so heavily you can be assured that we are Authorized Dealers in all the products that are depicted on our site. It is very important to our customers that we are Authorized Dealers for all the products on our site. It provides not only the best possible price (we buy direct, not through other wholesalers) on the products we offer on our site. But even more important is that after your purchase, because we are Authorized Dealers, we will be able to help you through any issues, warranty or otherwise, in the unlikely event that any unforeseen issues occur.
If we happen to be out of stock of one of your items ordered and expect the item to be out of stock for some time, we will have the manufacturer ship the item directly to you. If you ordered additional items that we have in stock, we will ship your items directly to you from our warehouse using the shipping method you select and pay for ground shipping to you from the manufacturer on the out of stock item. We feel that just because we might be out of stock on an item, you, as our customer, should not be responsible for any additional shipping fees that could have been avoided if we had the item in stock. Due to the high costs of shipping international orders, only one shipment overseas will be possible. Out of stock orders will be held until all the merchandise can be shipped in one shipment.
Free Shipping
We offer free ground shipping on all orders in the Continental USA, and a $30.00 FLATE RATE FEE for International Orders.. NO other billiards site that we know of offers this money saving service. Others advertise FREE Shipping, until you go there then they have a $50, $100, $200 minimum order to qualify.
Order Processing Time
In most cases, your order will be processed and shipped on the day it is received, if it is received by 3:00 PM Eastern Time Monday - Friday. Please allow 1 business day for order to be processed just in case. If an ordered product is on backorder, discontinued, or any other irregularity, we will let you know through email or telephone within one business day (M-F) of placing your order
Orders By United Parcel Service (UPS) Important Notice:
Because our UPS pickup is so early in the day, all orders requesting UPS shipping method will be shipped the following day.
Order Status Settings (My Account)
We will keep you informed of your order status as it makes it way through our order fulfillment process. Please be sure to check My Account for order status before contacting us. All updated information we have will be added there.
While most in-stock orders placed before 3:00 PM Eastern Standard Time will be shipped that day, we do not guarantee same-day shipping as there are many unforeseen circumstances that might possibly delay the shipment of an order. You can help expedite your order by using the same shipping address as your billing address and by providing a phone number that is on file with your credit card company (alternate shipping addresses and cell phone numbers could possibly cause order delays).
Order Shipping Time
Order Shipping time is different from Processing Time and varies in different shipping options available to you during Checkout. Orders shipped via UPS Ground are delivered Monday through Friday only.
USA Overnight Shipping & Handling
Please understand that choosing Overnight does not necessarily mean your order will be in your hands tomorrow. While most orders do ship on the same day, if your order is received after 3:00 PM Eastern time, it is possible that it will not be shipped until the following day. You will receive your order 1-2 days after the order has been processed, which in most cases is within 24 hours. We do not ship packages on Saturday, Sundays and on some holidays. Many are not aware, but overnight guaranteed shipping does not apply to residential addresses. This is a much hidden secret of the shipping companies. We offer this only if attempting to request a refund is made and your order was shipped to a residential address.
Damaged Goods
If a package arrives damaged, note the damage and call us immediately. If the driver is still present, ask that the damage be noted. This will expedite shipping claims. Do not discard product or packaging. The carrier may wish to inspect the package before paying a claim.
If the package is damaged but the merchandise looks unaffected, note the damage on all delivery receipts before signing. If the package is damaged to an extent, the merchandise may be damaged, refuse delivery and call our Customer Service at 1-315-247-5254.
If you find an item damaged after delivery, retain shipping carton, packing materials, and notify the carrier as well as our customer service immediately. We ship all cues and shafts in a very heavy duty tube that we have had little if any shipping problems with to insure your new cue or shafts safety. We are not responsible for any delay caused by the shipping company. We will help replace products in a timely manner as our goal is your customer satisfaction.
Shortage
Please inspect your shipment carefully upon arrival. Unpack your order, inventory all items ordered, and report any shortage immediately. If it is a small part or item you are missing, please look carefully throughout the package and packaging material as small items can become dislodged during the shipping process. Customers have 5 days from delivery to report any discrepancy between what was ordered and what was actually shipped.
Shipping Errors
All claims for missing items must be made with the carrier within 5 days of delivery. Please note that orders consisting of more than one brand may arrive on different days if the order contains non-stock item(s). Check your packing slip to make sure you have a shortage, not a delivery delay. If a non-stock item is being shipped with your order, possibly from the manufacturer, it will be noted on your invoice in the item line as "drop ship".
UPS Undeliverable packages & Refused Packages Fees Customer Ordering Errors Returns Warranty Claims
UPS charges return shipping for undeliverable or refused packages. This charge will be passed on to the customer; we are not able to absorb the charges. This policy applies whether your order qualified for "free freight" or not. Packages refused by the recipient, or which can't be delivered will be returned to us for a fee. Undeliverable packages shipped ground will be charged published ground residential fees including fuel surcharges both directions. Undeliverable packages shipped 1, 2, or 3 day will be charged published rates for the outbound shipment and 3 day published rates including fuel surcharges for the return shipment. Examples of undeliverable packages include, but are not limited to, orders that have incorrect address information, packages that are refused for any reason when delivery is attempted, packages that aren't delivered in 3 delivery attempts, packages unclaimed at the shipping merchants local office or any other reason out of the delivery services control that result in the package being returned to us. Please make sure the addresses are correct, the recipient knows the package is coming, and that the location is suitable for daytime delivery of packages.
The customer is responsible for entering their order correctly online. We are not responsible for customer mistakes during ordering. Examples of which (but not limited to) are typing errors ("typos"), transposing addresses, swapping billing and shipping addresses, selecting the wrong items or colors, duplicate orders, etc... While we will certainly work with the customer to try and resolve the mistake, the responsibility is the customers' to give us the correct order information in the first place. Please double check the order for errors before submitting it.
Shipping costs include insurance for the amount of purchase. If there is a delay you will be notified by email. Items that have not been altered in any way, including shaft re-sizing, engarving or any other 'custom' option not standard cannot be returned for refund. Items returned due to not liking, wanting or other than defective will be subject to a 15% restocking fee and the initial shipping fees, if shipped free. Pool Cues that have been chalked or used cannot be returned. We sell new products and cannot stock used items for sale to others.
Warranty issues will require the customer to return the product to the Manufacturer at the customers (in most cases) expense.
Warranty claims are subject to the policy or discretion of the original product manufacturer. Warranty information is included with the products, or may be found on their respective web sites. Rest assured that we will help in any way possible with any warranty claims you might have.
Important: If you need an item by a certain date, contact us to verify it can be done, and by what shipping method
We will be happy to help you get your products by a desired date, but we really have to know what is being ordered and what the time deadline is. The best rule of thumb is to always shop early and give yourself plenty of time to meet your deadline.
