Questions? 519-739-1822

Shipping Policy

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 or brokerage 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.

Free Shipping
Pool Cues Express offers Free Shipping in the Continental United States on all orders over $99.  This shipping is UPS Ground. 

In Canada, we also offer Free Shipping  over $399.  Parcels are shipped by Canada Post Expedited.

If you wish to use a different carrier or a faster service Free Shipping will not apply.

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.

Order Accepted
Your order has been received.

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

Completed
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.

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.

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.