Shipping and Return Policy
Most orders ship within one business day. - If there is a problem with your order, please contact us or call (800) 666-9190.
Order Inspection: Please carefully inspect your purchase immediately upon receipt. If you encounter any issues with your order, contact us right away at 1-800-666-9190 or via our Contact Form. We will work quickly to resolve the issue. If you wish to return an item, please call us to obtain return authorization.
30-Day Money-Back Guarantee (Exclusions Apply): FCI Billiards offers a 30-day, 100% money-back guarantee on any cue or shaft purchase. If your order qualified for our Free Shipping on orders over $50, the shipping costs FCI Billiards incurred will be deducted from your refund. If you're not satisfied with your cue or shaft purchase, you may return it for a full refund within 30 days of your purchase date. This includes chalked tips.
Please return the item in its original packaging and insure it for the full value in case of damage during return shipping. Original shipping charges (if applicable) are non-refundable. If an exchange is made, the original order guidelines still apply, and the return period does not extend to another 30 days. To qualify for a return, we must receive the product on or before the 30th day from the original order date.
Please note that refunds can take 7 business days to process from the time we receive the returned item. Customization fees (tip changes) are non-refundable.
Abuse of Return Policy: If FCI Billiards determines a pattern of policy abuse by an individual, we reserve the right to void this policy and refuse future sales to that individual.
International Shipping and Returns: Customers are responsible for shipping charges and any additional duties, taxes, brokerage fees, and insurance fees on items shipped internationally. Shipping charges for returns and warranty replacements are also the customer’s responsibility, along with any duties, taxes, or fees for replacements.
Damaged Goods: If your package arrives damaged, please immediately report the damage to us. If the delivery driver is still present, ensure they note the damage. Do not discard any packaging or products, as the carrier may need to inspect them for claims.
If you find damage after delivery, keep the shipping carton and all packing materials, and notify the carrier and FCI Billiards immediately. We ship all cues and shafts in heavy-duty packaging to ensure their safety, but we are not responsible for delays caused by the shipping carrier. We will assist with replacements as quickly as possible to ensure your satisfaction.
Shortage: Please inspect your order immediately upon arrival. If you find a missing item, carefully check the packaging for small items that may have shifted during transit. Also check pockets of cases for items that may have been packed inside. You have 5 days from the delivery date to report any discrepancies between your order and what you received.
Shipping Errors: Your satisfaction is our priority. If an error occurs in fulfilling your order, please contact us immediately at 1-800-666-9190 or by Contact Form. We will resolve the issue as quickly as possible. If an item is missing or incorrect due to an FCI Billiards error, we will cover the cost of correcting the issue, including the return shipping of the wrong item and delivery of the correct one. If the error was due to customer mistake, the customer will be responsible for the return shipping costs.