At PoolDawg.com, we stand firmly behind our products and our customers. Unfortunately, things don't always go exactly as planned, and when unforeseen issues happen, we're here to step up and make it right. Whether its damage incurred during shipping, a mistake on our end, or a product defect, we've got you covered! You won't be left hanging; we'll work diligently to resolve any and all issues to your satisfaction.
Please inspect your order upon arrival, especially if you see anything unusual with the packaging! If you find any damage or defects contact us right away (before use) by emailing [email protected] with your order number and specific details. We'll promptly get to work to resolve the issue as quickly as possible, ensuring minimal inconvenience for you.
Below you'll find the most common types of issues and what we need to resolve them as fast as possible:
DAMAGED FROM SHIPPING
Ugh, nobody wants to see a damaged package, and we totally get how frustrating that is. Good news: we'll take care of it! Just snap a few pics of the damage and send them our way. We'll hustle to get a fresh, perfect replacement headed your way ASAP.
We need the following three pictures:
Shipping label on package with tracking number
A picture of the shipping label on the damaged package showing the tracking number clearly.
Box damage
Take a picture of the entire box showing the damage to the exterior caused during shipping.
Damaged Merchandise inside the box
A picture of the inside of the package, showing and documenting any damage to the products.
Once we have these pictures we can send out your replacements and handle the damage claim on our end!
Wrong Item Sent | Missing Item
Wrong Item Sent
Oops! Did we accidentally send you the wrong gear, or was there a mix-up with your order? No sweat, we'll get it sorted! Just hit us up right away at [email protected] or give us a ring at 866-843-3294. To help us fix it super fast, please tell us your order number and what went wrong. A quick pic of what you did get would be awesome too! We're on it to get the right item shipped out to you ASAP.
Oh, and one more thing: we'll also need the initials of who packed your order. You'll find two sets of initials on your PoolDawg invoice (they should be in the circled area on the below image). This helps us make sure our team is sending out the right products every time!
Missing Item
Hmm, missing something from your order? Before you panic, let's play detective for a sec! Sometimes those shipping boxes are super sneaky, so give all the packaging a really good once-over – check the packing bubbles, under the flaps, both ends of the box, everything! If you ordered a case with cues, definitely peek inside the case and the pockets too.
Still no luck? Bummer! Just hit us up with your order number and those initials of who packed it (you'll find 'em on your invoice). We'll get that missing piece headed your way stat!
DEFECTIVE PRODUCT | DAMAGED PRODUCTS
Warped Cue or Shaft:
Okay, warped cues – let's talk about it. We only stock the good stuff, so your cues and shafts should be perfectly straight. That said, long, thin pieces of wood can sometimes act a bit weird if they've been manhandled, exposed to a lot of moisture, or hit extreme temperatures. If you pull out a cue or shaft and it looks like it's got a bend, please holler! We're here to get it straight (pun intended!).
When it comes to checking for a warp, most people just roll it on a table. But honestly, that's not always the clearest way, especially if your cue has a "sport grip" or a unique shape. Those can look wonky on a roll even when they're perfectly fine. So, for the real deal, always "sight the cue." Point it at something, then spin it while looking down the shaft. If you see a definite curve, do us a solid: snap a photo looking down the entire length of the cue with your phone (just like the pic below) and send it over in your email. That helps us big time!
Tip Pops Off on Initial Use:
Bummer, your tip popped off already?! That's a total pain, especially on a brand new cue! Tips should be solid for months with regular play, so if yours came loose right away, we know something's off. There are a few reasons this can happen (like bad glue, or a hard fall/miscuing, especially with a fresh tip before it's properly chalked), but it's pretty rare for a new install.
Regardless of the "why," our priority is getting you back in action pronto! Hit us up immediately so we can figure out the best way to resolve it efficiently. And yeah, if you can snap a quick photo of the tip and cue, that'd be super helpful for us!
Other Issues or Defects
Listen, if you spot any chips, dents, scratches, or even weird stuff with the wrap, you gotta tell us before you use it! Seriously, give your new gear a good once-over before you chalk up or take your first shot. Whatever the issue, just send us some clear pictures and a quick explanation of what's up, and we'll figure out what to do next.
60-Day Satisfaction Guarantee
If you simply are not satisfied with what you received, please see our 60-Day satisfaction guarantee.
Beyond 60-Days - Manufacturer Warrantees
Beyond our 60-day satisfaction guarantee, any issues or defects would be handled through the manufacturer's warranty. You will typically need to work with the manufacturer directly for warranty resolutions but, if you want to hit us up first, we are happy to help facilitate the process. If you have any questions about your warranty or what it covers, please don't hesitate to reach out!