Whether you’ve recently received an order that you’re not completely satisfied with or you’re just checking in before making a purchase, FEAR NOT! Our industry best 60 Day Satisfaction Guarantee assures that you won’t get stuck with something that isn’t working for you! Yes, that even includes chalked pool cues!

As fellow players, we understand that pool is a sport unlike any other, where subtle nuances in how your equipment "feels" can truly impact your game. We appreciate that you need a real chance to use your new gear on the table to see if it's the right fit for you. If you've spent a few weeks with your purchase and it's just not doing it for you, don't worry. We're happy to arrange an exchange or a full refund.

*Please note that returns over $700 will incur a 10% restocking fee when being sent back for a refund (no restocking fees for exchanges).

Taking Advantage of Our Satisfaction Guarantee

Send an email to [email protected] with your order number in the subject line. Let us know how you would like us to handle the return. Or, give us a call and we can help you set it up over the phone.

Email Subject: “60 Day Return, Order# 513********"

1. Inspect the items your are going to return
  • Confirm that the correct items are being sent back along with all of the originally included parts (joint protectors, sleeves, etc.).   
  • Closely inspect the items for damage. Normal wear and tear of the product will not impact the exchange or refund value. However, damage from mishandling or missing parts may prevent a full value exchange/refund or, in extreme cases, void the return.
  • If your item has damage or missing parts, please let us know and send a picture or two in your email. This way, we can assess and be transparent with potential return value deductions. Do this before shipping it back. 

2. Get a return shipping label! (FREE exchange over $200)

Want a FREE return shipping label?


If you are exchanging an item over $200 for something of equal or greater value (or store credit) we can email you a prepaid shipping label. Just place a new order and let us know that replacement order number in your email. We’ll email back with a label that you can print off. The original purchase will be fully refunded when we process the return (assuming no damage or missing parts.)

The free return label offer can be honored one-time per customer, per year. Domestic US Addresses Only.

Here's and example of the email message you can use to get the FREE return shipping label:

“Please send me a pre-paid return label and issue a refund when received. My new order number is 513********.”

Have a return label cost deducted from a refund


Email message: “Please send me a return label and deduct the cost from my refund when received.”

To expedite the process on exchanges under $200 you can place another order for the new items (free shipping on orders over $99). Or, if you prefer an exchange on the original payment, let us know what items you want to swap to in your email. We’ll add those notes to your order and ship them out when we process the return.

Estimated return shipping costs:

Small items: $5 to $12
Pool Cues (two piece): $20 to $25
Larger items: $25 - $40

UPS Return Labels will take 2 – 5 business days in transit and the less expensive USPS labels can take 3 – 10 business days.

Create your own return shipping label


Send the item(s) you would like to return to the following address:

PoolDawg Returns
RA – [513********]
1380 Overlook Dr, Ste 104
Lafayette, Colorado 80026

You can use your original order number as the “RA number (Return Authorization)”. Please include a note or email us with how you want the return handled.

3. Pack up the return and ship it back
  • Pack your items securely with bubble wrap or other padding. Use the original manufacturer’s packaging if possible. Make sure the package is sealed, products secured, and any prior shipping labels are removed.
  • If you’re creating your own shipping label, we strongly recommend adding insurance for valuable items. Also, secure a tracking number for the return shipment.

PROCESSING TIME

Please allow 2 – 4 business days after we receive the return for processing. We typically knock these out in a day or two. However, sometimes it may take a few extra days due to volume or other unexpected circumstances.

FOR MORE QUESTIONS OR ADDITIONAL HELP

Our friendly customer service representatives are available to answer any questions you may have. You can reach us by phone Monday – Friday, 8:30am – 5:00pm MT (10:30 – 7 EST) at 866-843-3294.

*Pooldawg reserves the right to void the 60-Day Satisfaction Guarantee if there is evidence of abuse or mishandling of the product.