FAQ

Upon receiving your new purchase, please conduct a thorough inspection. Should you encounter any issues with your order, contact us immediately at 1-646-571-9383 for prompt assistance. To initiate a return, you must call us to obtain return authorization. Empire Cuez provides a 30-day, 100% money-back guarantee on all cues and shafts. If your order qualified for our FREE SHIPPING OVER $99.00 policy, the shipping costs incurred by Empire Cuez will be deducted from your refund. If you are not satisfied with your cue or shaft, you may return it within 30 days of purchase for a full refund, which also applies to Chalked Cues & Shafts. For your protection, please return the item in its original shipping container and insure it for its full value to cover any potential damage during transit. Note that original shipping charges are non-refundable, and customers are responsible for return shipping and insurance costs. Discontinued products are not eligible for return. Items that have undergone extensive customization, such as cue engraving, joint modifications, or any alterations from the original stock, cannot be refunded, returned, or exchanged. This policy applies to custom cues, built-to-order shafts, discontinued items, and products labeled as "Hot Deal," as well as personalized cues and custom covers. It is essential to verify all measurements and custom details before placing an order, as special order items not listed on our website are also non-returnable. Limited Edition and Special Edition items are non-returnable due to their restricted availability and our inability to restock them, thus they are excluded from our standard 30-day return policy. Purchases financed through Affirm will incur a 15% restocking fee for any returns made under our 30-day return policy. For additional details regarding our return policy, please contact our customer service representatives via our toll-free number. Empire Cuez prioritizes customer satisfaction by offering a 100% money-back guarantee for 90 days from the date of purchase. Customers can shop with confidence, knowing that if they are not satisfied with their purchase, they may return items in new, unused, and original condition within this timeframe for a full refund. Refunds will be issued via the original payment method. To ensure a smooth return process, items should be sent back in their original shipping container and insured for their full value. Please note that original shipping charges are non-refundable, and if the order qualified for free shipping over $99, the actual shipping costs incurred will be deducted from the refund. Customers are responsible for return shipping and insurance costs. Refund processing takes 7-10 business days upon receipt of the returned items. Certain items, such as videos, DVDs, books, and customized products, are non-refundable, although exchanges for defective items are permitted. 1. In the event that a package arrives in a damaged condition, it is essential to document the damage and contact us without delay. If the delivery driver is still on-site, request that they record the damage, as this will facilitate the claims process. It is important to retain all products and packaging, as the carrier may need to examine them prior to processing any claims. 2. Should the package be damaged while the contents appear intact, ensure that you note the damage on all delivery receipts before providing your signature. If the damage is significant enough to potentially affect the merchandise, refuse the delivery and reach out to our Customer Service at 646-571-9383. 3. If you discover a damaged item post-delivery, keep the shipping carton and all packing materials, and promptly inform both the carrier and Empire Cuez. We utilize robust shipping tubes for all cues and shafts to minimize the risk of damage during transit. Please note that Empire Cuez cannot be held accountable for delays caused by the shipping company, but we are committed to assisting with product replacements swiftly, as your satisfaction is our priority.