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Shipping Policy

Processing & Delivery Time

Billiard City LLC is committed to getting your order to you as fast as possible, so our warehouse strives to have your orders processed and ready to ship within 1 business day (Monday through Friday, 8am to 6pm EST). However, most orders are processed and shipped from Florida’s warehouse the same day when the order is received before 2 pm EST.

Once your order left our warehouse, it should arrive for delivery in 3-5 business days in the United States. For shipping addresses in remote locations, actual delivery may take longer than the shipping method indicates. For example, the two business day delivery option may actually take up to 3 business days, depending on location. Orders shipped to APO/FPO addresses may take up to 4 weeks for delivery.

Please note that all delivery times are estimates.

Order tracking

Once your order ships, you'll receive an email with the tracking number and carrier information to track delivery status.

Shipping Rates

The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page, you will be shown what the cost of shipping will be.

The shipping amount that we present to you on our website is the most accurate estimate we can provide. In the event that the actual shipping cost exceeds 15% of the original shipping estimate, we will contact you for your approval before we process your order.

Packaging

The packaging materials that are used during shipment are designed to keep the contents of your order safe from damage or mishandling. Occasionally, a shipment will be received with damage to the packaging, but because the packaging is designed to protect the products that we ship, compensation will not be offered for packaging damage alone. If the actual items in your shipment are damaged, please contact us right away so we can arrange for compensation or replacement.

In an effort to be more eco-friendly, we occasionally will ship items in recycled boxes which may contain descriptions unrelated to the products inside. This practice allows us to minimize costs on packaging which then is reflected into lower prices on our items. Please be sure to inspect the actual items inside of the packaging before refusing a shipment due to incorrect information on the boxes.

Carriers

Billiard City LLC offers a variety of shipping methods to provide you with the lowest shipping prices. The majority of our orders are shipped UPS or USPS. However, large or heavy orders are shipped using common carrier freight services. Please see our section on common carrier freight shipment for any additional information.

We use the following carriers to deliver our orders, and retain the right to make the final decision on which carrier your package is shipped.

  • USPS
  • UPS
  • FedEx 

Alternate shipping methods are available offline. Please call us or email sales@billiard.city for a list of alternative shipping available.

Backorders 

If an item goes on backorder, we will ship you the part of your order that is in stock. When the backordered item becomes available, we will ship you the rest of your order. For domestic orders you will not be charged any additional shipping and handling for the second shipment. For international orders with backorders, we will hold your shipment until all items are available.

International Shipments

As an addon to our standard Term and Conditions, when ordering from Billiard City LLC, for items being exported from the US, we want our International Customers to know that additional costs may be involved.  Any duties, vats, or other applicable taxes, customs broker fees or other fees due upon entry to the buyer's county, are the responsibility of the buyer. We cannot calculate these for you.  You will need to contact your local Government representative to find out what these additional costs might add to the final delivery cost of your order.

If the buyer fails to clear customs or refuses the incoming shipment, and the shipment must be returned or destroyed, the buyer is responsible for all costs incurred to return the shipment to its original shipping point or the complete cost incurred if the shipment is destroyed due to non-delivery.

Please note that Covid-19 is causing delays in international shipping.  We ask that you allow extra time for your international order to be delivered. 

Limitation of Liability

Billiard City LLC is not responsible for shipping delays due to inclement weather, vehicle breakdowns, labor strikes, or other acts beyond our control.

Billiard City LLC is not responsible for theft. Unless otherwise noted all orders ship with "No Signature Required". In many cases this means your package may be delivered and left in a conspicuous place while you are away. Once delivered neither we nor the Carrier can be held responsible for any acts of theft. "Signature Required" shipments are available by request. 

Free shipping

Items eligible for Free Shipping are clearly marked throughout this website. On those specific items Free Shipping applies regardless of quantity, weight, or price. 

We reserve the right to select the best method of shipment on all orders that qualify for free shipping.

Common Carrier Freight Shipment

A common carrier freight shipment is used when the order being shipped exceed the standard weight or size limit for parcel shipment. Depending on your proximity to the shipping origin, freight shipment deliveries range from 2 to 10 business days.

All freight deliveries require a loading dock and tractor-trailer access to unload the merchandises. In the event, your facility does not have a loading dock, the Lift Gate Service is required to safely unload any shipment over 75 lbs to the ground. Please be advised that the driver will NOT be able to assist you in unloading your shipment of the truck if a Lift Gate was not requested. Additional re-delivery charge will occur if the driver was not able to unload your shipment.

Please carefully read the following freight shipment check list when your delivery arrives. We highly recommend printing out this checklist for use during your delivery:

  • Verify the number of packages delivered with the packing slip provided by Billiard City LLC.
  • Unpack your order immediately and inspect for visible and/or concealed damage. It is critical to check your order while the truck driver is still present. The driver may try to rush you into signing forms so he can leave; do not let anyone rush you. Check the products as they are being delivered and note any potential damage on the delivery receipt/bill of lading. Remember: Once the driver leaves, you become responsible for reporting any damages to the freight company. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages.
  • Do not sign delivery forms until you have thoroughly checked all of your items. The driver is responsible for waiting until the shipment has been thoroughly inspected and signed for.
  • Refuse delivery of any items with damage.
  • Should any damage be discovered, keep the shipping carton and any inner packaging intact. Verbally request inspection immediately from the driver and make a written request to the carrier. Hidden or concealed damage must be reported and an inspection must be requested within 3 business days.
  • If any damage is discovered (visible or concealed), contact Billiard City LLC customer service to report the damage. Please have your order number, shipping information, and any available tracking number ready so we can quickly and accurately assist in the process.

Please note that Expedited shipping is not available for freight shipments.

Lost Shipment

We make it our priority to get your orders to you on time and intact, but in some situations out of our control items can be lost. In these situations, our main concern is to find your items and we work diligently with the carrier to do so. For ground shipments, a trace will be started with the carrier that is delivering your shipment. If there is no movement on the tracking, then the terminals that your package went through will be checked. If your shipment is delivered but you do not have the package, the driver that delivered the package will be asked to confirm where it was delivered to.

Traces with UPS or USPS and dock checks with the carrier will take approximately 3-5 business days to complete. We make it our priority to keep you updated on the status of the trace or dock check while it is being completed. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

Split Shipment

Our orders are typically completed when shipped but in the event of a split shipment, the full amount of the shipping cost is charged with the first shipment. Additional shipping fees may be required for split shipments.