If there is a problem with your order, please contact us or call (800) 666-9190.
At FCI Billiards, we want to make sure that when you make a purchase you are 100% satisfied with the experience. If you are unhappy with the product, contact us immediately so we can arrange to solve the problem.
If for any reason you are not satisfied with your purchase from FCI Billiards, you may return the item(s) in NEW, UNUSED, AND ORIGINAL CONDITION for 30 days. Your credit will be issued in the same form that payment was made for the item.
For your protection please be sure to send back the item in the original shipping container and insure the product for the full value in case it gets damaged during the return process.
The original shipping charges are non-refundable. If the items purchased fell under the free shipping over $49, the actual incurred shipping charges will be deducted from the refund. Return shipping is the responsibility of the customer, and the items should be fully insured to cover the possibility of any damage during shipping.
Please note that if a refund is requested, it takes 3-5 business days to process from the time we receive your item(s) back into stock. This gives our return department and quality control the time they need to personally handle each return. Videos, DVD’s, books, personalized or special order items are non-refundable; however exchanges for the same title is allowed in case the DVD or video is defective or damaged in transit. The cost of any cue or shaft customizations is non-refundable. This includes the cost for tip changes or other customizations.
Free shipping on orders over $49.99 is only available when shipping to a location with in the contigous 48 states. If your order total qualifies for free shipping but you live outside the 48 contigous states or internationally, you will be contacted by our shipping dept.
If a package arrives damaged note the damage and call us immediately. If the driver is still present, ask that the damage be noted. This will expedite shipping claims. Do not discard product or packaging. The carrier may wish to inspect the package before paying a claim.
If the package is damaged but the merchandise looks unaffected, note the damage on all delivery receipts before signing. If the package is damaged to an extent the merchandise may be damaged, refuse delivery and call our Customer Service at (800) 666-9190.
If you find an item damaged after delivery, retain shipping carton and all packing material and notify the carrier and FCI Billiards immediately. FCI Billiards ships all cues and shafts in a very heavy duty tube that we have had little, if any, shipping problems with to insure your new cue or shafts arrive safely. FCI Billiards is not responsible for any delay caused by the shipping company. We will help replace products in a timely manner as our goal is customer satisfaction.
Although we have two associates verify your order is packaged complete, sometime an error will occur. Please inspect your shipment carefully upon arrival. Unpack your order, inventory all items ordered, and report any shortage immediately. If it is a small part or item you are missing, please look carefully throughout the package and packaging material as small items can shift during the shipping process. Customers have 5 days from delivery to report any discrepancy between what was ordered and what was actually shipped.
Your satisfaction is very important to us. Please call us immediately (800) 666-9190 or contact us if there have been any problems with your order.
If you have ordered multiple items that are different brands, you may have multiple packages being sent to you. If an item is not currently in stock, we will be drop shipping them from the manufacturer, which may cause a later delivery date for your items. If your order is short items, check the packing slip and there would be a note saying if your items will arrive at different times.
If an item is missing or a wrong item has been shipped due to our error, the problem will be corrected at our shipping expense. FCI Billiards will pay for the pick-up of the wrong item as well as the delivery of the correct item. If you have inadvertently ordered the wrong item or wrong type due to customer error, the customer will be liable for shipping expenses to and from FCI Billiards to correct the problem.