At Billiards Shop, we’re committed to providing premium billiards equipment with exceptional service. Below you’ll find all details about our shipping and returns processes to ensure a seamless shopping experience.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Includes full tracking
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment
    • Includes basic tracking

Note: Delivery times are estimates and may vary depending on destination and customs processing. We ship worldwide except to certain Asian countries and remote locations.

International Shipping

For international orders:

  • Customers are responsible for any customs duties, taxes, or import fees
  • Original shipping costs cannot be refunded for international returns
  • International returns must be sent via the original carrier (DHL, FedEx, or EMS)

Returns & Exchanges Policy

We stand behind our premium billiards equipment with a 15-day return policy. If you’re not completely satisfied, you may return most items for a refund or exchange.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be unused and in original condition with all tags and packaging
  • Return must be initiated within 15 days of delivery
  • Original receipt or proof of purchase must be included

Non-Returnable Items

For hygiene and safety reasons, these products cannot be returned unless defective:

  • Chalks
  • Cue Tips
  • Cloth Care products

Return & Exchange Process

  1. Initiate Your Request:

    Email our customer service at [email protected] within 15 days of receiving your order. Use the template below to include all necessary information.

  2. Wait for Authorization:

    Our team will respond within 2 business days with return instructions and an RMA number.

  3. Package Your Item:

    Securely pack the item in its original packaging with all accessories. Include a copy of your receipt.

  4. Ship Your Return:

    Send the package to:

    Billiards Shop Returns
    2904 Berry Street
    Colorado Springs, CO 80904
    United States

    We recommend using a trackable shipping service as you’re responsible until we receive the item.

  5. Processing:

    After inspection (within 5 business days of receipt), we’ll process your refund or exchange.

Return Shipping Costs

  • Defective/Incorrect Items: We provide a prepaid return shipping label
  • Change of Mind Returns: Customer pays return shipping costs

Refund Information

Refunds are issued to the original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Note: Original shipping fees are non-refundable unless the return results from our error.

Exchange Process

For exchanges (size, color, or product):

  1. Follow the standard return process above
  2. Clearly indicate in your email that you’re requesting an exchange and specify the replacement item
  3. Standard shipping rates apply for exchanges unless the original item was defective

Damaged or Defective Items

If you receive a damaged/defective item:

  • Contact us immediately at [email protected] with photos
  • We’ll arrange replacement/refund (most cases don’t require return)
  • For items over $200, we may require return of the damaged product

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Billiards Shop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item Details:
Product Name: [Product Name]
SKU/Item Number: [If available]
Reason for Return: [Defective/Incorrect Item/Change of Mind/Other]

For exchanges, please specify the replacement item: [Product Name and Details]

Contact Information:
Full Name: [Your Full Name]
Email: [Your Email]
Phone: [Your Phone Number]

Please let me know the next steps to complete this process.

Thank you,
[Your Name]

Need Help?

Contact our customer service team at [email protected] for any questions about our shipping or returns policy.

Last Updated: [Insert Date]