At Cue Craft, we’re committed to providing premium billiards equipment and accessories to players worldwide. Our shipping and returns policies are designed to ensure you receive your order promptly and can shop with confidence.

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 via DHL or FedEx

  • Estimated delivery: 10-15 business days after shipping
  • Recommended for time-sensitive orders
  • Includes full tracking

Free Shipping: Available on orders over $50 via EMS

  • Estimated delivery: 15-25 business days after shipping
  • Economical option for larger orders
  • Includes basic tracking

Note: Delivery estimates may vary based on destination and customs processing. We currently ship globally except to certain Asian countries and remote regions.

International Shipping

For international customers:

  • All applicable customs fees and import taxes are the responsibility of the recipient
  • Delivery times may be extended due to customs processing
  • Refunds for international returns will be issued in USD

Returns & Exchanges

We want you to be completely satisfied with your Cue Craft purchase. If you’re not happy with your order, we offer a straightforward returns process for most items within 15 days of delivery.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be unused and in original condition
  • All original packaging and accessories must be included
  • Return must be initiated within 15 days of delivery
  • Proof of purchase (order number) must be provided

Non-Returnable Items

Due to hygiene and customization reasons, these products cannot be returned 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:

  • Subject: “Return/Exchange Request – Order #[Your Order Number]”
  • Product name and reason for return/exchange
  • For exchanges: specify desired replacement item

Step 2: Receive Authorization

Within 1-2 business days, we’ll:

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

Step 3: Ship Your Return

Package must include:

  • RMA number clearly visible on outside of package
  • Copy of order confirmation or packing slip

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

Step 4: Processing Your Return

After we receive and inspect your return (3-5 business days):

  • Exchanges: We’ll ship your replacement immediately
  • Refunds: Processed to 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 return is due to our error

Refund Method:

  • Issued to original payment method (Visa, MasterCard, JCB, or PayPal)
  • For payments with multiple methods, refunds issued proportionally

Exchange Shipping

  • Customer responsible for return shipping costs unless exchange is due to our error
  • We cover shipping costs for sending replacement items
  • Exchanges subject to product availability

Damaged or Defective Items

If you receive a damaged or defective item:

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

Need Assistance?

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