At Cue Craft, we stand behind the quality of our premium billiards equipment. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process for most products within 15 days of delivery.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be unused and in its original condition
  • All original packaging and accessories must be included
  • The return must be initiated within 15 days of delivery
  • A proof of purchase or order number must be provided

Non-Returnable Items

Due to hygiene and customization reasons, the following items from our product range cannot be returned or exchanged unless defective:

  • Billiards Apparel (worn or washed items)
  • Custom Pool Cues (made-to-order specifications)
  • Billiards Instruction materials (opened digital products)

Return & Exchange Process

Step 1: Initiate Your Request

Email our customer service team at [email protected] with the following information (template provided below):

Return/Exchange Request Template

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

Body:
Dear Cue Craft Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].
Product Name: [Product Name] Reason for Return/Exchange: [Please specify] For exchanges, desired replacement item: [If applicable]
Please provide return instructions at your earliest convenience.

Best regards,
[Your Full Name] [Your Contact Information]

Step 2: Receive Authorization

Within 1-2 business days, our team will:

  • Verify your request’s eligibility
  • Provide a Return Merchandise Authorization (RMA) number
  • Send detailed return shipping instructions

Step 3: Ship Your Return

Package the item securely in its original packaging and include:

  • The RMA number clearly visible on the outside of the package
  • A copy of your order confirmation or packing slip

Ship to our address at:

Cue Craft Returns
12460 West Solano Dr
Litchfield Park, AZ 85340
United States

Step 4: Processing Your Return

Once we receive and inspect your return (typically 3-5 business days after arrival):

  • For exchanges: We’ll ship your replacement item immediately
  • For refunds: We’ll process your refund using your original payment method

Refund Information

Refund Timeline:

  • Credit card/PayPal refunds: 3-5 business days after processing (appearance on your statement depends on your financial institution)
  • Original shipping fees are non-refundable unless the return is due to our error

Refund Method:

  • Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • For payments made with multiple methods, refunds will be issued proportionally

Exchange Shipping

For exchanges:

  • You will be responsible for return shipping costs unless the exchange is due to our error
  • We will cover the shipping costs for sending the replacement item
  • Exchanges are subject to product availability

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us within 48 hours of delivery at [email protected]
  2. Include photos of the damaged item and packaging
  3. We will arrange for a prepaid return label if needed
  4. You’ll receive a replacement or full refund at no additional cost

International Returns (Outside U.S.)

For our international customers in eligible regions:

  • You are responsible for return shipping costs and any applicable customs fees
  • We recommend using a trackable shipping service
  • Refunds will be issued in USD and may be subject to currency fluctuations

Questions?

Our customer service team is here to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24 hours.