SHIPPING & RETURNS

Please inspect your new purchase thoroughly upon receipt. 

If there is a problem with your order, please contact us immediately at 1-509-671-1100 or through our Contact Form so we can promptly resolve it for you.

 

60 Day 100% Money Back Guarantee   
At PRINE CUSTOM CUES,LLC our number one priority is our customer’s satisfaction. To ensure our customer’s satisfaction, PRINE CUSTOM CUES,LLC offers a 100% money-back return policy for 60 days from the date of purchase. When you purchase products from PRINE CUSTOM CUES,LLC you can be confident that you (or the lucky person you bought for) will be happy with your shopping experience.

If for any reason you are dissatisfied with your purchase, you may return the item(s) in NEW, UNUSED, AND ORIGINAL CONDITION for a full 60 days. We will credit you with the form of payment you submitted to us.

For your refund, the original shipping container of the product must be used for the full value to be returned. There is no refund in case it gets damaged during the return process.

Original shipping charges are non-refundable. If the order was shipped under the terms of our FREE SHIPPING, the actual shipping charges that PRINE CUSTOM CUES,LLC incurred will be subtracted from the refunded amount. if you return your purchase, it is no longer a purchase and therefore the original shipping charges will be accessed. Shipping and insurance charges for the return of the item(s) are the responsibility of the customers. 

Please note that if a refund is requested it takes 7-10 business days to process from the time we receive your item(s) back into stock. This gives our return department and quality control the time they need to personally handle each return. Videos, DVD’s, books, personalized or special order items are non-refundable; however, exchanges for the same title is allowed in case the DVD or video is defective or damaged in transit. The cost of any cue or shaft customizations are non-refundable. This includes the cost for tip changes, shaft turndowns, or all other customizations.
 

PRINE CUSTOM CUES, LLC, at our own judgment, reserves the right to void the 60 Day money-back guarantee on cues and shafts if there is evidence of abuse, mishandling, or excessive wear, nicks, or dinks in cue shafts or butts. 

If PRINE CUSTOM CUES, LLC determines a pattern of abuse of this policy by an individual we reserve the right to void this policy and or refuse future sales to the individual.

Personalized, customized, and discontinued items are not returnable.
Extensive customizations performed to personalize a cue are not eligible for a refund, return, or exchange.  This includes, but is not limited to, cue engraving, joint changes, turn downs and stain/color changes, custom covers, colored rails, or any item that is changed from our original stock. Any cues and or shafts that are not standard stock items, shafts that are built to order as well as custom cues, discontinued closeouts and lowering price cues, personalized cues, and signs, and custom covers are not eligible for return. Please double-check the measurements, spelling, and any other customization prior to ordering. Any special order item not listed on our site is not eligible for return or exchange. 

 

Limited Edition, Special Edition, and CUSTOM MADE CUES and SHAFTS are not returnable.
Due to the limited quantity available and our inability to replace it with new items, limited and special edition cues and products are non-refundable and excluded from our 60-day return policy.  

 

Custom Cue Payment Policy

All custom cue work requires a 50% (Fifty-percent) deposit at the time of purchase.

A full 100% (one-hundred percent) refund of the collected deposit is available for up to 14 (fourteen) days from the date of purchase.

A 70% (seventy percent) refund of the collected deposit is available between the 15th and 30th day from the date of purchase.

A 40% (forty percent) refund of the collected deposit is available between the 31st and 45th day from the date of purchase.  

100% of the full collected deposit is forfeited after the 45th day from the date of purchase.

The balance of a completed custom cue is due and payable upon notification of the completion of the cue and before delivery is made.

Every 30 days following the official completion notification date of the cue, a flat 10% of the original purchase price of the cue will be added to the final balance due price of the cue until the balance has been paid in full.

 

Affirm Purchases are subject to a 15% Re-Stocking Fee.
Returns made under our 60-day return policy are all subject to a 15% restocking fee.
For further information on our 60-day return policy, feel free to call 1-509-671-1100.

 

International Returns
The customer is responsible for any additional duty, taxes, brokerage fees, 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 or brokerage fees, and insurance for replacements. Closeouts, custom orders, or demo items are not returnable either domestically or internationally.

 

Damaged Goods
If a package arrives damaged, note the damage and call us immediately. If the driver is still present, ask that the damage be 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 1-509-671-1100.
If you find an item damaged after delivery, retain the shipping carton and all packing material and notify the carrier and PRINE CUSTOM CUES, LLC immediately. All 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. We are 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. Unpack 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
Your satisfaction is very important to us. Please call or notify us if there has been an error on our part in fulfilling your order and we will do everything in our power to correct the situation quickly.

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. We 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 us to correct the problem.

Shipping Times

Every order is custom made after the order is placed. Shipping times may vary depending on the order. We work very hard to try and get all orders out as soon as we possibly can. Please allow 2 to 4 weeks for shipping.