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Shipping & Returns

Shipping Information

If there is a problem with your order, please contact us immediately at 519-739-1822, or by contacting Customer Service so we can resolve the issue quickly.

Pool Cues Express carries one of the largest selections of cues, cue cases, and billiard accessories.  In most cases, your order will be processed and shipped the same day or the next day from when you placed your order. 

If you live in Canada, your order will ship from Canada so you don't incur any Customs duties, brokerage, or bond fees.

If we happen to be out of stock on one of the items that you ordered we will contact you with an estimated time of arrival.

Order Processing Time
In most cases your order will be processed and shipped the same day if it was received at Pool Cues Express by Noon Eastern Time Monday - Friday. If the order is received after Noon it will be processed and shipped the following day. 

No orders are processed on Saturdays, Sundays and holidays.

While most in stock orders will be processed the same day Pool Cues Express does not guarantee same-day shipping as there are many circumstances that may delay the shipment of an order.  You can 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 can cause order delays.

Choosing Overnight Shipping does not necessarily mean that your order will arrive tomorrow morning.  If your order was received or processed after Noon Eastern Time it may not be processed and shipped until the next day.

Pool Cues Express does not ship and UPS, Fed Ex Ground, or Canada Post do not pick up on weekends.

If you need an item by a certain date, contact us at 519-739-1822 to make sure it can be done, and by what shipping method.  We will be happy to help you but we really need to know what kind of time deadline you are working with.

Order Status
Pool Cues Express will keep you informed as your order makes it's way through our fulfillment process.

Pending
Your order has been received.

Processing
Your order has been invoiced and has been sent to Shipping.

Shipped
Your order is awaiting pick up and your tracking info has been sent to you.  The tracking information is emailed to you when the label goes on your package.  That does not mean that the shipper has picked up your package.  The actual tracking information will not be available until the shipper picks up and scans the package.

Received

The invoice is complete.

Backorder
One or more of your items is on backorder.  Your order will be shipped when all items are in stock.

Split Shipment
Some of your order is being shipped from Pool Cues Express and the remainder is coming from the manufacturer.

Canada Post Lettermail

On some small items there may be the option of shipping by Canada Post Lettermail.  This envelope is an economical way to ship small items but, it does not offer any support or tracking information.  If a Lettermail envelope is not delivered, Pool Cues Express is not liable for any costs and cannot provide any information or support.

Damaged Goods
If a package arrives damaged, note the damage and contact our Customer Service Department immediately.  If the driver is still present, ask that the damage be noted.
 
If the package is damaged, but the merchandise looks unaffected, note the damage on any delivery receipts, before signing.  This will expedite any shipping claims.

If the package is damaged to the extent that the merchandise may be damaged, refuse delivery and contact our Customer Service Department immediately.

If you find an item damaged after delivery, keep all the packaging and the shipping carton and notify the carrier and Pool Cues Express immediately.  Pool Cues Express is not responsible for any delay caused by the shipping company.  We will help replace products in a timely fashion because your satisfaction is our goal.

Shortage
Inspect your shipment carefully when you receive it.  Unpack, and check the packing list with what is in the box(es).  report any discrepancies immediately.  If it is a small part please look carefully through the packaging to make sure it is not 'hiding'.  Also, check the packing list to make sure the item is not being shipped from the manufacturer.  Customers have 5 days from delivery to report any discrepancy from what was ordered to what was received.

If an item is missing or the wrong item has been shipped due to our error, the problem will be corrected at our shipping expense.  Pool Cues Express will pay for the pick up of the wrong item as well as the delivery of the correct item.  If you have inadvertently ordered the wrong item, or wrong type due to customer error, the customer will be liable for shipping expenses to and from Pool Cues Express to correct the problem.

Our top priority is your satisfaction.

Return Policy
To ensure our customer's satisfaction, Pool Cues Express offers a 100% money back return policy for 60 days from the date of purchase.  When you purchase products from us, you can be confident that you will be happy with your shopping experience.

If, for any reason, you are dissatisfied with your purchase from Pool Cues Express you may return the item(s) in NEW, UNUSED CONDITION, AND IN THE ORIGINAL PACKAGING for 60 days.

To initiate the return process, complete and email the Return Authorization Form at the end of this Return Policy.  We will process your request and issue you a Return Authorization Number.

If the item(s) are not in it's original packaging or the original packaging has been damaged (i.e. Clamshell packaging has been cut open) it cannot be returned.
 
For your protection, please be sure to send back the item in the original shipping container and insure the product for the full value in case of damage during the return process.  Any damages incurred during the return are the responsibility of the customer.

Shipping and insurance charges for the return of the item(s) is the responsibility of the customer.

Original shipping charges are non-refundable.
 
Please be aware that if an order was shipped under the terms of our policy of FREE SHIPPING WITH "PURCHASES"  over a certain dollar value that if you return your "purchase" it is no longer a "purchase" and therefore the original shipping amount will apply.

We will credit you with the form of payment you submitted to us or with a Pool Cues Express Gift Card if you prefer.  Please note that if a refund is requested, even though we will credit your card the day the item is returned to us, it sometimes takes up to 3 - 5 days for the credit to show up at your bank.

Non Refundable Items
Books, DVD's personalized or special order items are non-refundable.  Exchanges for the same title are allowed to allow for a DVD that is defective or damaged in transit.  Closeouts, custom orders, or demo items are not returnable either domestically or internationally.  Chalked cues are NOT NEW and cannot be returned.

If, in the sole opinion of Pool Cues Express, the item being returned has been used, it will be returned to the purchaser at the purchaser's expense and no refund will be applied.

International Returns
The customer is responsible for any additional duty, taxes, brokerage and/or insurance fees that may be assessed for returned items shipped internationally.

Damaged Goods
If a package arrives damaged, note the damage and email our Customer Service Department at customer.service@poolcuesexpress.com immediately.  If the driver is still present, ask that the damage be noted.
 
If the package is damaged, but the merchandise looks unaffected, note the damage on any delivery receipts, before signing.  This will expedite any shipping claims.

If the package is damaged to the extent that the merchandise may be damaged, refuse delivery and email our Customer Service Department immediately.

If you find an item damaged after delivery, keep all the packaging and the shipping carton and notify the carrier and Pool Cues Express immediately.  Pool Cues Express is not responsible for any delay caused by the shipping company.  We will help replace products in a timely fashion because your satisfaction is our goal.

Warranty
Warranty claims are subject to the policies of the original product manufacturer.  Warranty issues usually require the customer to return the product to the Manufacturer at the customers expense.  Warranty information is usually included in your order, or it may be found on the respective manufacturer's website.

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