How our Shipping Process Works
Order Confirmation:
As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via email. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Orders are processed, packaged, and shipped according to the manufacturer's shipping schedule, packaging specifications, and carrier choices. Shipping times may vary depending on the manufacturer and the size of the order. Lead times may change frequently and without notice. If you would like an estimate of the lead time before placing an order, please contact us by calling (888) 785-8353 or emailing sales@luxebilliards.com.
Items with Variants:
If an item has variants for customization, we will contact the manufacturer for a lead time and confirm that timeline with you before we process any charges on your credit card. If the lead time that we quote you is not to your satisfaction and the item has not begun the manufacturing process, we will void the pre-authorization on your credit card and cancel the purchase. However, if the manufacturing process has begun, we cannot cancel the order, and the charges on your card will be processed.
Order Shipment:
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at sales@luxebilliards.com. No shipping outside the USA.
Shipping Times
We do our best to get your order to you as soon as possible. We provide estimated shipping times based upon what our suppliers and freight companies tell us, and those estimated shipping dates may change without notice (due to supply chain issues, shipping demand, factory/warehouse workers, etc.). We appreciate your patience and understanding.
Shipping Options
Curb-side pickup shipping usually takes between 5 and 10 days to arrive at your doorstep after you have submitted your order. We will update the policy page here when we implement additional shipping options for our customers.
Lost or Damaged Items
In the unlikely event that a shipment arrives damaged, it is the customer's responsibility to document any damage on the delivery receipt and refuse the shipment by noting it on the handheld device provided by the driver.
We urge you to please inspect the items upon delivery before signing the delivery receipt.
If you receive a damaged item and want to initiate a return, do not sign the delivery receipt; make a note on the delivery receipt that the item was damaged.
The customer will be responsible for filing a freight claim with the carrier, and Luxe Billiards will advocate on your behalf and assist in resolving the situation with the carrier. If an item is determined to be damaged in transit, a new item will be shipped to you free of charge.
Please notify us as soon as possible if you believe your order is lost in transit. If your order has been misplaced, we will work with the carrier to locate it. Luxe Billiards will take up to two weeks after we notify the carrier of the problem to locate your order. If, after confirming with the carrier that your order is indeed lost and all other options have been exhausted, Luxe Billiards will ship an additional item to you at no extra cost.
