If there is a problem with your order, please contact us immediately at 519-739-1822, or contact Customer Service so we can resolve the issue quickly.
Our top priority is your satisfaction.
100% Money Back Guarantee
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.
The customer is responsible for any additional duty, taxes, brokerage and/or insurance fees that may be assessed for returned items shipped internationally.
If a package arrives damaged, note the damage and email our Customer Service Department at firstname.lastname@example.org 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 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.