top of page

Shipping & Returns

Shipping Policy

Order Processing Time

  • Orders are processed within 1–2 business days after payment is received.

  • Custom-made or personalized cues may require additional processing time; estimated dispatch times will be provided at checkout.

 

Shipping Methods & Delivery Times

We offer several delivery options depending on your location:

Domestic Shipping:

  • Standard Shipping: 2–5 business days

  • Express Shipping: 1–2 business days

  • Large/long items (e.g., cues/cases) may require courier delivery due to length.

International Shipping:

  • Standard International: 5–14 business days

  • Express International: 3–7 business days

Delivery times may vary based on customs processing and local postal services.

 

Shipping Fees

  • Shipping costs are calculated at checkout based on weight, size, and destination.

  • Due to their size, snooker cues and cue cases may incur higher shipping rates than smaller accessories.

  • Free shipping promotions apply only where stated.

 

Packaging

We take special care to package all items securely:

  • Cues are shipped in reinforced protective tubes or rigid boxes

  • Accessories are padded to prevent damage

  • Fragile items may include additional bubble wrap or padding

 

Tracking Information

  • All cue orders include tracking.

  • Tracking details will be emailed once your order ships.

  • Some international destinations may offer limited tracking updates.

 

Customs, Duties & Import Taxes (International Orders)

  • International customers are responsible for any customs fees, duties, or taxes imposed by their country.

  • We cannot control or predict these charges.

  • Orders refused due to unpaid customs fees will be refunded minus shipping costs once returned.

 

Delivery Issues
Lost or Delayed Shipments:

Please contact us if your order has not arrived within the estimated delivery window.
We will help investigate the issue with the courier.

Damaged Deliveries:

If your package arrives damaged, report it within 48 hours with photos of:

  • Outer packaging

  • Inside packaging

  • The item itself

We will arrange replacement or compensation depending on the situation.

 

Address Accuracy

Buyers are responsible for ensuring the shipping address is correct.
Orders shipped to incorrect or incomplete addresses cannot be refunded until returned to us.

​

Click & Collect

You will receive an email notification when your order is ready for collection.

Bring proof of purchase and ID.​​​​​​​

Return & Exchange Policy

Eligibility for Returns

We accept returns on most snooker cues, cue cases, chalk, accessories, and related products within 28 days of delivery, provided that:

  • The item is unused, unmarked, and in its original packaging

  • All included accessories, manuals, and protective materials are returned

  • Proof of purchase is provided (order confirmation, invoice, or receipt)

​

Items Excluded From Return

For quality and hygiene reasons, the following cannot be returned unless faulty:

  • Custom-made or personalized cues

  • Engraved items

  • Used chalk, tip tools, or open maintenance products

  • Items showing misuse, damage, or modification after delivery

​

Faulty or Damaged Items

If an item arrives damaged, defective, or incorrect, please notify us within 7 days of delivery. We will arrange one of the following at no cost:

  • Replacement

  • Repair (if applicable)

  • Full refund

Please provide photos of the issue to help speed up the process.

​

Cue Straightness & Timber Variation

Due to the natural properties of wood:

  • Minor grain variations or cosmetic differences do not qualify as faults

  • Straightness concerns must be reported within 7 days

  • Cues must not show signs of impact, warping from improper storage, or environmental damage

​

Return Shipping

Customer-initiated returns (change of mind, wrong size, etc.) require you to cover return shipping.

Returned items remain your responsibility until received by us - use a tracked and insured service.

​

Refunds​

Once the returned item is inspected and approved, refunds will be processed within 3-7 business days to the original payment method. Refunds may be reduced if the item shows:

  • Signs of use

  • Missing packaging or accessories

  • Damage not present on delivery

 

Exchanges

Exchanges are available within 28 days.

If the replacement item has a price difference, we will either refund the difference or request additional payment.

​

Warranty

Most cues and branded accessories are covered by a 12-month manufacturer warranty against defects in materials or craftsmanship. This does not cover:

  • Misuse, mishandling, or accidental damage

  • Warping due to humidity, heat, or improper storage

bottom of page