Order Shipping Time

Shipping New Zealand: 1-3 working days on all stocked items ( Post Haste Courier)
Shipping International: 4-10 working days on all stocked items (International Courier)

Excellence Billiards NZL 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.

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.

Order Processing Time

In most cases, your order will be processed and shipped on the day it is received at Excellence Billiards NZL before 3pm (New Zealand) Monday - Friday. Please allow 1 business day for 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

Excellence Billiards NZL does not process orders on weekends or 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 be noted. This will expedite shipping claims. Do not discard product 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 Excellence Billiards NZL +64 9 443-7227

If you find an item damaged after delivery, retain shipping carton, packing materials, and notify the carrier as well as Excellence Billiards NZL immediately. Excellence Billiards NZL 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.
Excellence Billiards NZL 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 Excellence Billiards NZL 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.

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. Excellence Billiards NZL will pay for the pickup 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 Excellence Billiards NZL to correct the problem.

Colours 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 colours on computer monitors will vary and custom cue makers prefer to have slight differences between their cues to set them apart.

Warranty Claims

Warranty issues will require the customer to return the product to Excellence Billiards NZL 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 web sites. Rest assured that Excellence Billiards NZL will help in any way possible with any warranty claims you might have.

Excellence Billiards NZL guarantee that we will not sell, lease or giveaway any details you provide us, including your email address, to any other party.

All information you supply is treated as confidential and will only be seen by those who are responsible for the processing and dispatch of your order. Your personal details are stored in our secure database, and will not be shared with anyone or used for any purposes other than ordering and contacting you.

We are periodically able to offer other products and services that we feel may interest our customers. So you may receive details of special offers from us in the future.
However, should you prefer not to be contacted, please let us know and we will ensure that your name is withheld from these mailings. Excellence Billiards NZL does not disclose private information to any person or company.