Upon receiving your new purchase, please thoroughly inspect it for any issues.
If there are any problems with your order, please reach out to us immediately at 1-800-495-4401 or through our Contact Form, and we will promptly address and resolve the issue.
60-Day, 100% Money-Back Guarantee
At The Billiard Bay, our top priority is ensuring our customers' satisfaction. To achieve this, we proudly offer a 100% money-back return policy valid for 60 days from the purchase date. When you choose The Billiard Bay, you can trust that you will enjoy a satisfying shopping experience.
Should you find yourself dissatisfied with your purchase for any reason, you may return the item(s) in new, unused, and original condition within 60 days of purchase. We will credit your original form of payment provided.
For your protection, please return the item in its original shipping container and insure it for the full value to cover any potential damage during the return process.
Original shipping charges are non-refundable. If the order qualified for FREE SHIPPING OVER $99.00 and you return the purchase, the actual shipping charges incurred by The Billiard Bay will be deducted from the refunded amount. Please note that free shipping is contingent on a "purchase" over $99.00; if you return your purchase, it is no longer considered a purchase, and the original shipping charges will apply. Shipping and insurance charges for returning item(s) are the responsibility of the customers.
Kindly note that refund processing takes 7-10 business days from the time we receive your item(s) back in stock. This time frame allows our return department and quality control to handle each return personally. Videos, DVDs, books, personalized, or special order items are non-refundable. However, exchanges for the same title are allowed in the case of a defective or damaged DVD or video. Additionally, the costs associated with cue or shaft customization's, such as tip changes, shaft turn downs, or other modifications, are non-refundable.
30-Day Return Policy on Used Cues & Shafts
(Some Exclusions Apply)
The Billiard Bay is committed to your satisfaction. If you find any reason to return your cue or shaft within 30 days from the date of purchase after you have used it, you may do so. Please note that a restocking fee of up to 30%, applicable to chalked or used items, will be added to cover the costs associated with processing your return. Cues and shafts that have been chalked must not have any other damage, or your refund will not be processed.
For orders shipped under our FREE SHIPPING OVER $99.00 policy, the actual shipping charges incurred by The Billiard Bay will be deducted from the refunded amount. The original shipping charges are non-refundable, and customers are responsible for the return shipping and insurance costs.
To initiate a return, ensure the item is sent back in its original shipping container and adequately insured for the full value to safeguard against any damage during the return process.
It's important to be aware that The Billiard Bay retains the right to void the 30-day return option if there is evidence of abuse, mishandling, or excessive wear, nicks, or dinks in cue shafts or butts. We also reserve the right to refuse future sales to individuals showing a pattern of policy abuse.
Certain items are non-returnable, including personalized, customized, and discontinued items. Extensive customizations, such as engraving, joint changes, turn downs, stain/color changes, custom covers, colored rails, or any deviation from our original stock, are not eligible for return or refund. This includes cues and shafts that are not standard stock items, shafts built to order, custom cues, discontinued closeouts, products marked as "Hot Deal" and lowering price cues, personalized cues, signs, and custom covers. Double-check all measurements, spelling, and customizations before placing your order.
Limited Edition and Special Edition items are non-refundable due to their limited availability, making them exempt from our 30-day return policy.
Lost Package Refund Procedure:
In the unfortunate event that your package goes missing after being marked delivered, we take immediate action by initiating a claim with UPS. Throughout their investigation, UPS may reach out to you and your neighbors to locate the package, so please be aware of potential inquiries. It's crucial to note that once the investigation concludes, and UPS confirms delivery, we regret to inform you that we do not assume responsibility for the lost/stolen package. We sincerely apologize for any inconvenience this may cause.