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There's quite a bit of stuff on our customer service page, so to make it easier, we've created a few of those "frequently asked questions" to help you sift through the info. You can also just scroll down, but its a pretty long read, so we really recommend using those question links.
Before we get into that though, yes we do offer Free Shipping. If your retail order is $99 or more and you're shipping to the lower 48 United States, we'll throw in ground shipping for free (Note: This offer does not apply for APA league operator wholesale pricing).
- Ok, how long is it going to take for me to get my stuff?
- I'm new to this whole "internet" thing. How do I place my order?
- I don't want to place my order online. How else can I order?
- If I don't like my cue, how do I return it?
- Do you guys ship outside the United States?
- How do I get one of your free catalogs?
- Who are you guys anyway?
60 Day Money Back No Hassle Guarantee
We want you to be happy with your order. PoolDawg offers a 60-day money back guarantee on any products purchased from PoolDawg, including chalked cues. We want you to be satisfied. No restocking fees, no hassles.
If you aren't satisfied with your purchase, just call us toll free at 866-843-3294 and we'll help you arrange for your return. Once we receive your return, we'll replace the item or refund you for the price of the product. There are never any restocking fees at PoolDawg. Please note that the customer is responsible for any shipping fees associated with returning products. 60 day guarantee is effective from the date of purchase. PoolDawg, at its sole discretion, may void this guarantee if there is evidence of abuse or mishandling.
Here at PoolDawg, pool cues are our business. We've got thousands of products, and nobody stands behind products like PoolDawg. Unlike other online "stores", PoolDawg has REAL live help from ACTUAL human beings. We don't have online chat tools because unlike other websites, we actually want you to call and talk to us. We even added a team page in case you wanted to find out a little more about the people behind the dawg.
Customer Service Hours
Monday through Friday 10:30AM to 7:00PM EST.
We will always respond to your questions and concerns with in 24 hours.
Phone: 866.THE.DAWG (866.843.3294)
2014 UPS Shipping Information
PoolDawg offers FREE SHIPPING on all orders over $99. This offer is for ground service to the 48 contiguous United States using UPS or USPS. Offer not valid for orders shipping to AK, HI, PR, GU or any domestic or international locations outside of the 48 contiguous states.
Place your in-stock order before 1:00 pm MST Monday through Friday, and your order will be rushed out the door that same day. As long as your request is in stock we guarantee the very best turn-around time. If for some reason we don't get it out that day, we'll make sure to contact you in the event of a stock outage or other delay. Please note that PoolDawg reserves the right to require a signature on any package. In addition, please be aware that UPS will require a signature based on the individual driver's discretion.
Regular ground shipping within the 48 contiguous United States takes any where from 3 to 6 business days. Time in transit quotes and scheduled delivery dates can be located at the UPS web site once you receive confirmation of shipment and a tracking number has been issued. Please note that Saturday and Sunday are not considered business days by UPS or USPS.
Shipping charges may be calculated by adding items to the shopping cart, entering your zip code, choosing a shipping method and clicking the calculate shipping button. Please be advised that PoolDawg.com only collects sales tax for orders originating from the state of Colorado. Customers placing orders from any other state or country are responsible for any taxes or tariffs that their local governments may apply.
PoolDawg ships products all over the world. The list is too long to display here, so if you want to check, just use our shipping calculator in your shopping cart. Please note that in some cases where we are not able to verify the billing address of the credit card, you will be asked to provide us with additional information. If your country isn't on the list, we can still ship to you, but we will require you to send payment via Western Union. Just email us at firstname.lastname@example.org for details. Please be aware that you are responsible for any applicable duties and taxes from your local government.
How To Order Online
Choose your product or products:
1. Choose an item you would like to purchase and click the image or product name to open the product details page.
2. Select the appropriate weight, size or color and quantity.
3. Click "add to cart".
4. Add any additional items by clicking the Products Navigation buttons.
When you are ready to check out:
1. Click the "Checkout" button on the shopping cart page
2. Enter your billing information / shipping information
3. Click the "Submit" button
4. Verify your billing information and product information
5. Enter your credit card information where requested (don't worry, we use top of the line SSL encryption for your safety and security)
6. Select "Check Out"
7. Print a copy of your order for your records
Email and Order Confirmations
Once you place your order, you will receive an order confirmation within a few minutes letting you know that we've received your order. Typically within one business day, you'll receive a second email letting you know that your order has shipped. This email will include a UPS tracking number.
Aside from your order and shipping confirmation emails, you may receive an email that says your order is on hold pending further review. This can happen when your billing information doesn't match what your credit card company has on file. If you receive this email, just call us toll free at 866-843-3294 and we'll get the order straightened out and on its way to you.
Please note: Despite our best efforts, a small number of the items in our catalog may be mispriced. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancelation. Additionally, products and packaging do change from time to time. We make every effort to keep our pictures and specifications up to date, but if you have any questions about a product, don't hesitate to call or email us.
How To Order Offline
Call us direct with your order:
Mail your order to:
PO Box 552
Lafayette CO 80026
Fax your order to:
Track Your Order
Tracking your order from PoolDawg is simple! We will email you a tracking number once your order has been shipped. To check on the status of your order go to www.ups.com and enter your tracking number. If you encounter any problems call us at 866-THE-DAWG (866-843-3294)
PoolDawg accepts VISA, MasterCard, Discover, American Express, PayPal and Bill Me Later. In addition, you can mail us a check or money order to the address above. Please allow an additional 7-10 business days for any personal checks.
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