At Elite Cue Shop, we combine tournament-grade craftsmanship with customer service as precise as our carbon fiber shafts. Whether you’re shipping a custom cue worldwide or returning a case that doesn’t fit your gear, our policies are designed with the billiards professional in mind.

Shipping Information

Order Processing

Our San Antonio workshop processes all orders within 1-2 business days (excluding weekends and holidays). You’ll receive tracking information the moment your premium billiards equipment leaves our facility.

Shipping Options

We offer two shipping methods to accommodate players worldwide (excluding restricted Asian and remote regions):

  • Standard Shipping ($12.95) – Via DHL or FedEx
    • Delivery in 10-15 business days after shipment
    • Recommended for time-sensitive orders
    • Full tracking included
  • Free Shipping – Via EMS (for orders over $50)
    • Delivery in 15-25 business days after shipment
    • Basic tracking available
    • Perfect for non-urgent case or accessory orders

Note: International shipments may require additional customs clearance time. All delivery estimates exclude potential customs delays.

Returns & Exchanges

We stand behind our products like a champion stands behind their break shot. If your Elite Cue Shop purchase doesn’t meet your expectations, our 15-day return policy ensures satisfaction.

Non-Returnable Items

To maintain our tournament-grade standards, these items cannot be returned unless defective:

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

Return Process

Returning an item is as straightforward as a center ball hit:

  1. Initiate Your Return
    Email us at [email protected] within 15 days of delivery with:
    • Your order number
    • Reason for return
    • Preferred resolution (refund or exchange)

    Use our template below for fastest processing.

  2. Receive Authorization
    Our customer service team will respond within 1 business day with:
    • Return instructions
    • RMA (Return Merchandise Authorization) number
  3. Package Securely
    Repack items in original packaging with all accessories – protect your cues as if they’re going back in our premium 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]

Body:
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, your refund will be processed:

  • Timing: 3-5 business days after we receive and inspect your return
  • Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Exchange Policy

Need a different size case or cue specification? Our Perfect Fit Guarantee has you covered:

  • Follow standard return process above
  • Clearly state your desired exchange item
  • We’ll ship your replacement once original item is received
  • Price differences will be adjusted with the precision of our carbon fiber shafts

Damaged or Defective Items

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

  1. Contact us immediately at [email protected] with photos
  2. We’ll arrange a prepaid return label if needed
  3. Receive expedited replacement shipping at no cost

International Returns

For our global customers (excluding restricted Asian and remote regions):

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

Questions?

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