PLEASE INSPECT YOUR NEW PURCHASE THOROUGHLY UPON RECEIPT.

If there is a problem with your order, please contact us immediately at 845-632-2013 or through our Contact Form so we can promptly resolve it for you.

ORDER CANCELLATIONS 

Orders are processed for shipment as soon as possible. During the order fulfillment process, we incur costs. While we understand that orders might need to be changed after an order is placed, we cannot cancel all orders free of charge. We strictly adhere to the following cancellation policy:

1. If you cancel your order BEFORE shipment, you will be charged 10% of the total amount of the order as a cancellation fee. 
2. An order cannot be cancelled AFTER it has shipped. The order will be treated as a return with all applicable fees. Please follow our RETURN POLICY.
3. Orders which are REFUSED AT DELIVERY will be assessed all applicable fees including restocking, return shipping, and other applicable fees.
4. Customers CANNOT cancel customized, limited edition, discontinued, and  special edition items. 

90 DAY, 100% MONEY BACK GUARANTEE

At Hvgameroom.com our number one priority is our customer’s satisfaction. To ensure our customer’s satisfaction, Hvgameroom.com offers a 100% money-back return policy for 90 days (3 months) from the date of purchase. When you purchase products from Hvgameroom.com you can be confident that you (or the lucky person you bought for) will be happy with your shopping experience at Hvgameroom.com

If for any reason you are dissatisfied with your purchase from Hvgameroom.com you may return the item(s) in NEW, UNUSED, AND ORIGINAL CONDITION for a full 90 days. We will credit you with the form of payment you submitted to us or with a Hvgameroom.com Gift Card if you wish

For your protection please be sure to send back the item in the original shipping container and insure the product for the full value 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 OVER $99.00 policy, the actual shipping charges that Hvgameroom.com incurred will be subtracted from the refunded amount. (Please be aware that this is free shipping with "purchases" over $99.00. 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 other customizations.

Affirm Financed Purchases are excluded from our 90 Day Return Policy - Due To Affirm's Policy, items in new condition must be returned for a refund within the 90-day refund terms as stated by the Affirm financing policy. Please see below for exclusions of Affirm financed purchases to our 30-day return policy.

30 DAY 100% MONEY BACK GUARANTEE ON CUES & SHAFTS

(EXCLUSIONS APPLY)

Hvgameroom.com offers you a 100% money-back guarantee for any cue or shaft purchased. If the order was shipped under the terms of our FREE SHIPPING OVER $99.00 policy, the actual shipping charges that Hvgameroom.com incurred will be subtracted from the refunded amount. If for any reason you are dissatisfied with your cue or shaft purchase, you may return your cue or shaft to us for a full refund for a full 30 days from the date of purchase. This guarantee includes Chalked Cues & Shafts! For your protection please be sure to send back the item in the original shipping container and insure the product for the full value in case of damage during the return process. Original shipping charges (if applicable) are non-refundable. Shipping and insurance charges for the return of the item(s) are the responsibility of the customers.

Hvgameroom.com, at our own judgment, reserves the right to void the 30 Day money-back guarantee on cues and shafts if there is evidence of abuse, mishandling, or excessive wear, nicks, or dings in cue shafts or butts.

If Hvgameroom.com 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, products marked as "Hot Deal" 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 ITEMS ARE NOT RETURNABLE.

Due to the limited quantity available to Hvgameroom.com and our inability to replace it with new items, limited and special edition cues and products are non-refundable and excluded from our 30-day return policy.

Affirm Financed Purchases are subject to a 15% Re-Stocking Fee.
Returns made under our 30-day return policy that was financed by Affirm are all subject to a 15% restocking fee.

For further information on our 30-day return policy, feel free to call to speak to one of our customer service representatives. 845-632-2013

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 (845) 632-2013

If you find an item damaged after delivery, retain the shipping carton and all packing material and notify the carrier and Hvgameroom.com immediately. Hvgameroom.com ships 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. Hvgameroom.com 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. 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 us immediately(845-632-2013 ) or notify us through our information center 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. Hvgameroom.com 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 Hvgameroom.com to correct the problem.