Shipping policy
General Shipping Information
Seybert's Billiard Supply carries a large stock of the cues, cases, and billiard accessories depicted on our website. Our large stocking practices are what we feel separates us from other online billiard supplies and auction style sites that simply drop ship their products direct from various billiard wholesalers. In most cases, your order is processed and shipped on the same business day.
Because we try to stock so heavily you can be assured that Seybert's Billiard Supply is an Authorized Dealer in all the products that are depicted on our site. It is very important to our customers that Seybert's Billiard Supply is an Authorized Dealer for all the products on our site. It provides not only the best possible price (we buy direct, not through other wholesalers) on the products we offer on our site. But even more important is that after your purchase, because we are Authorized Dealers, we will be able to help you through any issues, warranty or otherwise, in the unlikely event that any unforeseen issues occur
If we happen to be out of stock of one of your items ordered and expect the item to be out of stock for some time, we will have the manufacturer ship the item directly to you. If you ordered additional items that we have in stock, we will ship your items directly to you from our warehouse using the shipping method you select and pay for ground shipping to you from the manufacturer on the out of stock item. We feel that just because we might be out of stock on an item, you, as our customer, should not be responsible for any additional shipping fees that could have been avoided if we had the item in stock. Due to the high costs of shipping international orders, only one shipment overseas will be possible. Out of stock orders will be held until all the merchandise can be shipped in one shipment.
Free Shipping
Seybert's Billiard Supply offers free shipping on all retail orders in the Continental US over $99.00. Orders that come through with free shipping may not ship within the same day shipping policy as all orders as express shipping will ship first each day. Free shipping or other shipping promotions are not included with wholesale customers.
ORDERS OVER $500.00 WILL HAVE SIGNATURE REQUIRED.
Any order placed that is over $500.00 will need to have a signature required in order to receive your package upon delivery. Or, you can request to have your package held and picked up at a UPS facility.
Oversize Shipping
Seybert's Billiard Supply offers a few items that are deemed "oversized". Due to the larger size of these products and the increase in shipping costs, items labeled "oversized" are not included with our "Free Shipping" Promotions.
Express and Ground Shipping Delays
Please note that once your package leaves our building we have little or no control over it. We will ship the package as stated in our shipping agreement with the method you specify. Certain conditions may cause the package to be delayed such as adverse weather conditions in your area, or in the route to your area.
Seybert's Billiard Supply is not responsible for shipping refunds or credits when delays are caused by weather or other unforeseen events deemed inapplicable by the shipping company.
Freight Forwarding Address
When using a freight forwarding address it is recommended to only use UPS. Any package that has been shipped via USPS to a freight forwarding address will not be insured if lost, stolen, or shows delivered but it not. ONLY UPS packages going to a freight forwarding address will be insured.
Order Processing Time
In most cases, and on in-stock items, your order will be processed and shipped on the day it is received at Seybert's Billiard Supply if it is received by 1:00 PM Eastern Time Monday - Friday. Please allow 1 business day for the order to be processed just in case. If an ordered product is on backorder, discontinued, or any other irregularity, we will let you know through email or telephone within one business day (M-F) of placing your order or within two working days during our holiday season. Please note that the extra day allotted is Seybert's trying to fulfill your order as quickly as possible whether it be a drop-ship, an upgrade, or other possibilities. We work diligently to get you what you need when you need it.
During our Holiday Season November - January please allow a 24 hr processing leeway. We will do our best to let you know the status. If you need your order by a certain date we recommend using an express shipping method as these orders will leave our facility first and make a note in the additional comment box of the date you need to receive your order.
Orders By United States Postal Service Important Notice:
To ship the same day (business days M-F) using USPS, in-stock orders have to be placed by 12:00 Noon as our USPS picks up early in the day.
Seybert's Billiard Supply Order Status Settings
Seybert's Billiard Supply will keep you informed of your order status as it makes it way through our order fulfillment process. The explanation of the various order status settings is explained below.
Accepted:
Your order has been received and is in our database awaiting processing.
Processed:
Your order has been invoiced and is being prepared for shipment. Once your order has been Processed an invoice number will be assigned. From here, the order is sent to our shipping department. The shipping department will then process your order further by picking your order and shipping it. Your order will then be marked "Completed" and a tracking number will be emailed to you at that time. If your order cannot be completed, it will be assigned one of several different status levels. The following explains the various status levels your order might be categorized as.
Completed:
Your order is awaiting pickup and your tracking information is emailed to you. Please be aware that the tracking information will be emailed to you as soon as the order has the shipping label applied to the package. Actual tracking information from the various shippers will not be available until the package is actually picked up and scanned by the shipping company from Seybert's Billiard Supply.
Backorder:
If one or more of your items are on backorder. Your order will be shipped when all items are in stock.
Custom Backorder:
Your order is delayed while an item is being customized.
Split Shipment:
Some of your order is being shipped from Seybert's, and the remaining order is being shipped directly from the manufacturer. (All tracking numbers will be shown on this page as packages are shipped.)
Partial Shipment:
Some of your items are being shipped now, and the remainder of your order will be shipped shortly.
Seybert's Billiard Supply does not process orders on weekends or holidays.
While most in-stock orders placed before 1:00 pm Eastern Standard Time will be shipped that day, Seybert's Billiard Supply does not guarantee same-day shipping as there are many unforeseen circumstances that might possibly delay the shipment of an order. You can help expedite your order by using the same shipping address as your billing address and by providing a phone number that is on file with your credit card company (alternate shipping addresses and cell phone numbers could possibly cause order delays). All orders using Express Shipping methods will leave our facility first. If you need an item by a certain date we recommend upgrading your shipping as we do not guarantee shipping dates with ground or free shipping methods.
Order Shipping Time
Order shipping time is different from processing time and varies in different shipping options available to you during checkout. Orders shipped via UPS Ground or Express are delivered on business days Monday through Friday only.
USA Overnight Shipping & Handling
Please understand that choosing Overnight does not necessarily mean your order will be in your hands tomorrow. While most orders do ship on the same day if your order is received after 1:00 PM Eastern time, it is possible that it will not be shipped till the following day, You will receive your order 1-2 days after the order has been processed, which in most cases is within 24 hours. Seybert's Billiard Supply does not ship nor does UPS or USPS pick up packages on Saturday or Sundays and on some holidays.
Damaged Goods
If a package arrives damaged, note the damage and call us immediately. If the driver is still present, ask that the damage is noted. This will expedite shipping claims. Do not discard products or packaging. The carrier may wish to inspect the package before paying a claim.
If the package is damaged but the merchandise looks unaffected, note the damage on all delivery receipts before signing. If the package is damaged to an extent, the merchandise may be damaged, refuse delivery and call our Customer Service at 1-877-314-2837.
If you find an item damaged after delivery, retain the shipping carton, packing materials, and notify the carrier as well as Seybert's Billiard Supply immediately. Seybert's Billiard Supply ships all single cues and shafts in a very heavy duty tube that we have had little if any shipping problems with to ensure your new cue or shafts safety. Seybert's Billiard Supply is not responsible for any delay caused by the shipping company. We will help replace products in a timely manner as our goal is your customer satisfaction.
Shortage
Please inspect your shipment carefully upon arrival. Un-pack your order, inventory all items ordered, and report any shortage immediately. If it is a small part or item you are missing, please look carefully throughout the package and packaging material as small items can become dislodged during the shipping process. Customers have 5 days from delivery to report any discrepancy between what was ordered and what was actually shipped.
Shipping Errors
All claims for missing items must be made with Seybert's Billiard Supply within 5 days of delivery. Please note that orders consisting of more than one brand may arrive on different days if the order contains non-stock item(s). Check your packing slip to make sure you have a shortage, not a delivery delay. If a non-stock item is being shipped with your order, possibly from the manufacturer, it will be noted on your invoice in the item line as "drop ship".
If an item is missing or a wrong item has been shipped due to our error, the problem will be corrected at our shipping expense. Seybert's Billiard Supply will pay for the pick up of the wrong item as well as the delivery of the correct item. If you have inadvertently ordered the wrong item or wrong type due to customer error, the customer will be liable for shipping expenses to and from Seybert's Billiard Supply to correct the problem.
Colors and stains may vary from what is shown on our site. We do our best to describe the items and depict them in great detail, however, it is impossible for a perfect match to be made as colors on computer monitors will vary and custom cue makers prefer to have slight differences between their cues to set them apart.
USPS Shipping Claims
USPS guidelines show how long it takes for us to be able to file a claim based on the shipping option you chose. Although USPS First Class Mail is the cheapest option, it is snail mail. Click in the filing periods tab it will let you know that we have to wait approximately 45 days for us to replace the product as it could be found and delivered within that time frame. USPS Priority Mail is 15 days.
UPS Shipping Claims
For UPS claims, please contact us immediately with any issues on a lost, stolen, or non delivered package. We will then inform you on the next steps to take to file a claim.
Warranty Claims
Warranty issues will require the customer to return the product to the Manufacturer at the customers (in most cases) expense.
Warranty claims are subject to the policy or discretion of the original product manufacturer. Warranty information is included with the products or may be found on their respective websites. Rest assured that Seybert's Billiard Supply will help in any way possible with any warranty claims you might have.
Important:
If you need an item by a certain date, contact us to verify it can be done, and by what shipping method
Seybert's Billiard Supply will be happy to help you get your products by the desired date, but we really have to know what is being ordered and what the time deadline is. The best rule of thumb is to always shop early and give yourself plenty of time to meet your deadline.
UPS Shipping Time Map
International Orders
Seybert's Billiard Supply is committed to giving our international customers outstanding service and fast delivery. Please read the following information to help ensure orders going outside the United States arrive quickly and hassle-free. Seybert's Billiard Supply prices are in U.S. Dollars.
International Shipping Destinations
International orders will be shipped only to the credit card billing address of the credit card holder. Separate billing / shipping addresses are not available with international orders unless funds are received through a bank wire transfer or the use of Western Union. All international orders are shipped with signature required delivery service. Please be aware that you will have to be present to accept delivery of your International order. Additional Information May Be Required
Please note that Seybert's billiard Supply may require additional information from you before we can process your order. We will contact you in the event this is necessary. Additional information may include:
- A copy of your picture identification
- An authorization letter and/or other proof of identity
- You credit card issuing bank phone number
- photocopy of your credit card (both front and back)
Duties and Taxes
There are no U.S. taxes on orders shipped outside the U.S.. Seybert's Billiard Supply is not responsible for any customs handling fees, duties, or taxes that result when your merchandise is imported to your country. You will be the importer of record and will be responsible for all levies, duties, import fees, taxes and other charges. We strongly suggest that you check with your local customs agency to determine the extent of such charges prior to purchase. Seybert's Billiard Supply cannot issue credit in cases where packages are not delivered due to non-payment of fees.
Payment Methods
You may pay with MasterCard, Visa, Discover, American Express or PayPal.
International Delivery Policy
International customers will be required by their country to pay duties and taxes before they receive their package. These rates vary by country. Please take note of this extra cost as it is not included with your Seybert's Billiard Supply merchandise and shipping charges. UPS International Express typically takes from 2-5 business days to reach our customers after the order leaves our warehouse, while US Postal Service Air Mail may take up to 8 weeks. If you have any questions about international orders, please submit an information request here or call +1-517-279-7585.
International back-orders
We can only ship one package per international order. If your order consists of several items, one or more of which are on backorder, we cannot ship the in-stock items until the back-ordered items become available. If you want to receive your in-stock items right away, you must remove the back-ordered items from your order and re-order them when they are in stock or place the back-ordered items on a separate order.
International Insurance
All international shipments carry insurance coverage. Seybert's Billiard Supply guarantees replacement of orders lost or damaged during transit by UPS International shipping method.
Shipping Costs
Shipping charges are calculated automatically and are pulled directly from UPS and USPS. If you add any item to your shopping cart, you can then enter your postal code and this will display the shipping cost for your postal code.
Shipping Methods and Carriers
We currently offer UPS International and USPS to Customers outside the Continental U.S.
Occasionally we will change from USPS to UPS. We reserve the right to change shipping vendors at our discretion based on the availability and price considerations. We strongly recommend using UPS international for shipping methods as it is the fastest, most accurate, has the best tracking information, as well as the easiest to work with in case of damage or loss of package as far as insurance claims.
Prices
All Prices (including shipping rates) are quoted in US Dollars and are subject to change without notice because of international currency fluctuation, increases from manufacturers, inflation, typographical errors, and factors beyond our control. We make our best effort to inform you of these changes. For very large orders, please contact us for a special price quotation. Any and all pricing errors are subject to our correction.
International Returns
The customer is responsible for any additional duty, taxes, and insurance fees that may be assessed for returned items shipped internationally. Shipping charges are the responsibility of the customer for warranty replacements. The customer is also responsible for any duty, tax, and insurance for replacements.