Customer Service

Shipping & Delivery | Privacy & Security | Returns & Replacements | Ordering
Payment, Pricing & Promotions | Viewing Orders | Updating Account Information

Shipping & Delivery

We ship your order by UPS Ground or USPS Priority Mail unless you make a special request. UPS Ground shipping cost estimate: $10 to $15 for a cue or a cue case, depending on the destination, weight, and the value of the item. Shipping charge is much higher for UPS Next Day shipping, approximately $40 and up. Check www.ups.com for cost estimate. Package weight for one cue is about 3 lbs; one case is about 6 lbs. To protect our customers from fraudulent credit card use, we will only ship to your credit card billing address or your PayPal verified address. We only ship orders to the US and Canada.

International Shipping

We ship anywhere in the world! There is a $5 service fee added plus actual shipping charges as determined by shipping carrier (e.g. USPS or UPS) and requested service (e.g. Overnight, Priority, etc.). Declared value on all shipping documentation will be the actual purchase price. All customs fees are the responsibility of the buyer/receiver of good shipped. Crown City Billiards accepts no responsibility for lost shipments. Shipping insurance is highly recommended.

Privacy & Security

Internet Security: At Crown City Billiards all transactions are taken over a secure server connection. All transactions are fully encrypted. Customers can shop privately, confidently and securely.

Customer Information Policy: Crown City Billiards takes your privacy very seriously. Crown City Billiards does not sell or give out your personal/private information to anyone.

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Returns & Replacements

Customer Satisfaction Guarantee: It's simple. Your complete satisfaction is very important to us. In an effort to provide the highest level of comfort when making a purchase, we are proud to offer our 30 day return option. If for any reason you are not satisfied with your purchase, please follow the guidelines in section titled, “Returned Items Protocol” that follows below.

Returned Items Protocol

In the event you need to return an item, please do the following:

  1. Contact Crown City Billiards using any method found in the “Contact Us” section of this website.
  2. Obtain a Returned Authorization (RA) number.
  3. Print the RA number BOLDLY on the box of your returned item.
  4. Return the item in the same condition as when it was received. For example, if the item was received new and unused, then it must be returned new and unused.
  5. Complete the return within 30 days from the original shipping date.

Special return notes

Crown City Billiards reserves the right to assess a 15% restocking fee on all eligible returned items. Shipping costs are not refundable. Since return shipping is the customer’s responsibility, it is highly recommended to insure items when shipping. For details about insurance, please consult the shipping company you choose.

Items NOT eligible for return

DEMO ITEMS, CLOSEOUTS, PERSONALIZED ITEMS, CUSTOM ORDERS and SPECIAL ORDERS.

Special Orders and Custom Orders

Crown City Billiards proudly offers Special Order and Custom Order items. A 50% deposit is required for all Special Order and Custom Order items. New Special Order and new Custom Order items are fully covered by the manufacturer’s warranty. Please contact us with your Special and /or Custom Order inquiries, and we will promptly get back to you to discuss your request. Note: Special Order and Custom Order items are not returnable.

Product Warranty Information

All new products sold by Crown City Billiards carry their full manufacturer’s warranty. If an item you have purchased is in need of replacement or repair covered by the manufacturer’s warranty, please contact the manufacturer directly. If you need help finding manufacturer information, please contact us. Crown City Billiards will do everything possible to assist you in working with the manufacturer on warranty issues. We are committed to having satisfied customers.

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Ordering

You may place an order for any of the products see here via the following methods: directly through our web store and shopping cart system (with credit card and PayPal payment processing), via email (see contact us), or via telephone (see contact us).

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Payment, Pricing & Promotions

Payment

We accept all the major credit cards (Visa, MasterCard, or Discover) and PayPal instant money transfer. Otherwise you may pay for your order with a USPS Money order or Certified/Cashiers Bank Check. Please, no personal checks and no COD’s. To protect our customers from fraudulent credit card use, we will only ship to your credit card billing address or your PayPal verified address.

Pricing

Custom pool cues can be highly collectible. Similar to Artwork, Cue Prices can vary based on cue make name, quality of construction/design, number of cues made per year by this artist, method of construction (hand or machine made), age and so on. Some collectable cues have sold for over $100,000. At times, we may offer high end custom cues, however to meet players' needs and budgets; we do stock many brands of cues, with different price levels.

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Viewing Orders

You can view the details and process a single order simply by clicking (once) on the appropriate order id.

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Updating Account Information

Registered customers will have the option to make updates and changes to their stored information simply logging in to make the changes. To log in, select the "log in" option at the top left of any page within the website.

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