At Elite Cue Shop, we take pride in crafting premium billiards equipment with the precision of a professional player. We stand behind our products just as we stand behind our customers at the table. If your purchase doesn’t meet your expectations, our returns policy is as straightforward as a perfect break shot.

Our Return Promise

We accept returns and exchanges within 15 days of receiving your order. All returned items must be in original, unused condition with all packaging and tags intact – just as we shipped them to you.

Non-Returnable Items:

To maintain tournament-grade quality standards, the following items cannot be returned or exchanged unless defective:

  • Custom Pool Cues (made-to-order specifications)
  • Instructional Books & DVDs (opened media)
  • Billiards Instruction services

Return Process – Simple as a Center Ball Hit

  1. Initiate Your Return: Email us at [email protected] within 15 days of delivery with your order number and reason for return (use template below).
  2. Receive Authorization: Our customer service team will respond within 1 business day with return instructions and RMA number.
  3. Package Securely: Repack items in original packaging with all accessories – protect your cues like they’re going back in our 2×4 cases.
  4. Ship Back: Send to: Elite Cue Shop Returns, 4640 Freshour Circle, San Antonio, TX 78205, USA. Customer pays return shipping unless item is defective.
  5. Inspection: We’ll examine returned items within 3 business days of receipt.

Return Request Email Template:

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

Dear Elite Cue Shop Team,

I would like to request a return/exchange for my order #[Order Number] placed on [Order Date].

Item(s) for return: [Product Name(s) and Quantity]

Reason for return: [Please specify – size, defect, wrong item, etc.]

Preferred resolution: [Refund / Exchange for (specify product)]

Please provide return authorization and instructions at your earliest convenience.

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

Refund Processing – Faster Than a Jump Shot

Once your return is approved:

  • Timing: Refunds process within 3-5 business days after we receive and inspect your return.
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable. For exchanges, we’ll cover standard shipping costs for the replacement item.

Exchange Policy – Perfect Fit Guarantee

Need a different size case or cue specification? We’ll gladly exchange your item within 15 days:

  1. Follow standard return process above
  2. Clearly state your desired exchange item in your return request
  3. We’ll ship your replacement once the original item is received

Note: Price differences will be charged/refunded as applicable with the same precision we apply to our carbon fiber shafts.

Damaged or Defective Items

If your 3×7 case arrives damaged or your break cue has manufacturing defects:

  • Contact us immediately at [email protected] with photos of the damage
  • We’ll arrange a prepaid return label if needed
  • Receive expedited replacement shipping at no cost

International Returns

For customers outside the USA (excluding restricted Asian and remote regions):

  • Return shipping costs are the customer’s responsibility
  • Allow extra time for international customs processing
  • Refunds will be issued in USD; exchange rates may affect final amount

Questions about returns? Our San Antonio-based team handles customer service with the same attention to detail as our cue craftsmen. Contact us at [email protected].