At PoolDawg, we take great pride in our superior customer service and getting you your pool cues and billiards accessories as FAST as possible is a huge reason why we maintain a near perfect 4.9/5 satisfaction rating. We really blow the competition away with our industry leading turnaround time and we do it with unsurpassed accuracy and diligence, assuring that your order arrives safe and unscathed the first time!
Order before 3:00 pm EST*, Monday through Friday, and your items will be rushed out the door that same day! We also offer all the major shipping carriers and delivery methods so you can choose the best option for your budget and timeline.
*Orders with tip changes, engravings, or other customizations can take an extra 1-3 business days to ship out.
SELECTING A SHIPPING SERVICE:
Centrally located within the USA, Pooldawg ships out of Lafayette, Colorado. Our free shipping service typically takes just 3 business days or less for over 90% of people living in the US, including both coasts! We usually default to UPS ground for the free service for their speed and reliability but we do reserve the right to use a different provider (FedEx or USPS) in certain situations. For instance, orders shipping to Alaska, Hawaii, PO Boxes, APO/FPO addresses, and US Territories will ship through the USPS when the free shipping option is selected.
If you prefer that we use a specific carrier for your “free shipping over $99” ground service, just leave us an order note while checking out and we will do our best to accommodate!
Please call us at 866-843-3294 or email [email protected] before or immediately after ordering with any questions or concerns about receiving an item by a certain date/time.
*Delivery times are NOT GUARANTEED. Think of them as a likely timeframe but, with all shipments, delays can happen from weather or other operating conditions outside of PoolDawg’s control.
United Parcel Service (UPS) Delivery Methods:
UPS Transit days are Monday – Friday
UPS is our primary shipping partner because of their reliability and fast service. Most of the country has expected deliveries in 3business days (Monday – Friday) or less so this is the best option and why we use them to ship most of our free shipping over $99 orders
United States Postal Service (USPS) Delivery Methods
USPS is the cheapest option for shipping but it also has the longest delivery time. Shipments that go through The Postal Service also tend to be a bit more hit-or-miss (inconsistent) where we will see more shipping delays and less frequent scan updates to the package progress.
They say that Ground Advantage takes 2 – 5 business days and Priority takes 1-3 and that may be the case in June when the weather is nice and they aren’t dealing with extra holiday demand but we often see it taking a few days longer.
If you are just planning to purchase a few small, lightweight items and are not in a big hurry, then save some money and go with the USPS Ground Advantage or Priority Mail Services!
FedEX Delivery Methods:
FedEx is also a fast and reliable service and they stand out because their deliver times including Saturdays as a standard transit day. This makes it a great option if you happen to be placing an order later in the week.
HOLIDAY SHIPPING INFORMATION:
Due to the high volume of shipments during the holiday season please be aware of the following:
1. If possible, give yourself extra time for delivery during the holidays!
2. The US Postal Service is very inconsistent with their delivery times and tracking updates. Many packages are being delivered on time but we are also seeing whole batches of shipments that do not have shipping updates for several days to over a week in some cases leading to delayed deliveries. If you need the items fast, we highly recommend using UPS or FedEx shipping methods!
*Pooldawg cannot guarantee any USPS shipments to arrive on time. (Priority Mail and First Class)
3. International Shipments are not guaranteed to arrive before Christmas. We’ve been seeing additional delays at the borders and international customs.
EXPEDITED SHIPPING SERVICES:
If you need to get your package faster you can select expedited shipping for 3 Day, 2nd Day and Overnight services at an additional charge. Shipping charges can be calculated in the shopping cart or during the check out process.
*Expedited Services are NOT GUARANTEED. This means that shipping refunds for late deliveries will not be issued except for Next Day services which are “guaranteed” in that you can get a refund if there is a legitimate delay that isn’t weather related.
INTERNATIONAL SHIPPING:
Pooldawg uses a service called Mail Innovations for international deliveries. Mail Innovations is a collaboration between UPS and the postal service for the country that we are shipping to. These first ship to California, USA where they are sorted and then distributed in batches to the different countries. They are then handed off to the national post where they get passed through that country’s customs in route to the final destination.
Please be aware that these shipments can go many days without tracking updates, especially when they are in queue waiting to be process by the customs agents.
*Customers placing orders that ship outside the USA may be required to pay additional taxes or tariffs to their local governments.
We service the following countries:
Australia, Austria, Barbados, Belgium, Brazil, British Virgin Islands, Canada, Croatia, Denmark, Finland, France, Germany, Gibraltar, Great Britain, Greece, Guam, Ireland, Israel, Italy, Japan, Lithuania, Luxembourg, Netherlands, New Zealand, Norway, Poland, Portugal, Saint Lucia, Spain, Sweden, Switzerland, Trinidad and Tobago, United Kingdom.
BRAND RESTRICTIONS – Due to exclusive dealer networks enforced by some premium international brands (Predator, Mezz, and Kamui) we are not able to ship their products to some countries.
Signature Requirements on High Value Orders
We want to make sure that you receive your shipment safely and hassle free! To assure this, Pooldawg will cover the additional expense of signature requirement services on high value orders so the package isn’t easy plunder for “Porch Pirates” or subjected to potentially bad weather for an extended time. We recommend using a shipping address where someone will be around if possible.
If no one is available to sign at the time of delivery, the carrier will either try again the following day or they will deliver to an “Access Point” where you’ll be able to safely sign for and accept your package at your convienence.
“SHIP HAPPENS” – DELAYS, DAMAGE, AND LOST SHIPMENTS
Shipment Delays:
Weather events and other disruptions between our location in Colorado and your home can cause delays so make sure to give yourself extra time if possible! The shipping timeframes are usually accurate but not guaranteed.
Shipment tracking updates do not always happen daily and we will occasionally see some tracking numbers not get updated until they are delivered. This can happen for several reasons like if the package misses a scan, or if there is an obstruction of the shipments bar code. Usually, the package does still arrive on time. A lost package investigation can’t be started with the carrier until after the scheduled delivery date.
Lost Shipments:
If the expected deliver date has come and gone without any sort of update, give us a call so we can start an investigation with the carrier and help resolve the issue.
If your order is marked as delivered but is not in your possession, the first thing to do is to check all around your porch/delivery area and then check with your neighbors to see if it was delivered to them in error. If it still can’t find it then contact us so we can initiate a lost package investigation and figure out what the heck is going on. Don’t stress. We’ll make sure to get you taken care of!
Damaged Shipment:
If a package is received that has noticable damage to the box/tube or appears to have been opened already, please take pictures and contact us right away. After snapping some pics, take a look at the contents to see if the product was damaged but make sure to hang on to all of the packing materials. If the product did, in fact, get messed up we will handle everything!
Pooldawg will initiate the damage claim we will send you a new shipment. Make sure to hang onto the damaged package for up to 2 weeks as the carrier may need to arrange to pick it up to complete their investigation.
POOLDAWG CONTACT INFORMATION FOR SHIPPING QUESTIONS OR ISSUES:
Customer Service Hours
Monday through Friday 10:30AM to 7:00PM EST.
We will always respond to your questions and concerns within 1 business day.
Phone: 866.THE.DAWG (866.843.3294)
E-mail: [email protected]
