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Returns, Exchanges & Warranty Policy

Shipping, Orders, Warranty, Return Policy

Freight Shipments:
Freight shipments come with with curbside shipping which means the freight company is not responsible for carrying the product into the building, unloading the package from the truck, or assembling your purchase unless you upgraded the delivery service with customer support ahead of time.  We strongly recommend you have help available at the time of delivery to unload and inspect, especially with larger items like pool tables or shuffleboard. The freight company will notify you by phone to schedule a delivery date and time window. Typically, there will be a four-hour time frame for the delivery and someone must be home for the item to be delivered. While most orders are delivered in under 7 business days, please be aware that it can take up to 14 business day for delivery. Customer is also responsible for the following steps.

1. Delivery Appointment - scheduling a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time when you can be home to sign for the items within the carrier’s business hours. Fees resulting from re-delivery will be the sole responsibility of the customer so please does not miss your scheduled delivery appointment. Re delivery can take up to a week depending on your location and there may be a re-delivery fee the buyer is responsible for paying.

2. Product inspection - When you receive the freight, if there is any sign of damage to the packaging (i.e. scratching, chipping, denting, etc.) please make sure you notate it on the POD (Proof of Delivery). If you notice the specific damage to the product, please explain this in detail on the POD and contact us immediately. If no damage is visible on the crate, please write “possible damage to contents of the crate(s).” Signing the POD free and clear without notating damage, means that you have confirmed that you have received your order in PERFECT condition. 

Signing the Proof of Delivery will be requested by you from the driver. If you do not notate that there is possible, or even specific damage at the time the POD is signed, a claim cannot be filed and any damages will be your responsibility. Due to shipping company policies this is true no matter the circumstance of the delivery, including driver's rushing,large packages, lack of help or damage that is concealed in the package.  Don't be affraid to make the driver wait up to one hour if necessary to inspect your items and protect yourself against obvious or hidden shipping damage.

Delivery times and dates are projected, and not definite, they are subject to change depending on weather conditions, traffic conditions, and acts of God. Delays in delivery that are outside of our control are not a reason for order cancellation. Unless a delivery date or deadline was guaranteed in writing to our customer, any order cancellations made due to delivery delays are subject to a 10% restocking fee and round trip shipping cost. Delivery guarantees are void in the event of a natural disaster or an act of God (delivery truck breaking down, car accident, etc.) - any returns or order cancellations made in the event of a natural disaster preventing the delivery from happening on time will be subject to round trip shipping costs and a 10% restocking fee. 

Ground shipments:
Ground shipments may be sent without signature required and may be inspected after arrival unless noticeable damage to the packaging exists. Any and all damage to ground shipments must be submitted by email to please include your order number and a picture of the damage. The damage on ground shipments must be submitted within 5 business days. 

Should the driver not allow an inspection please write the driver's name on the package and note the following "driver refused to allow inspection, possible concealed damage." and take a picture of the packaging, even if it looks to be in good condition. We suggest having a camera or phone available when the product arrives to document the condition of your shipment in the small chance that there is damage.  Protect yourself with Pictures!

*Please note that in the rare case of shipping damage it is almost never recommended to refuse the shipment (please see reporting damage). Should damage occur notate damage on all delivery receipts, have the driver note the damage on his copies and accept the delivery. We also suggest taking pictures of the freight and submitting them to immediately. 

By signing the delivery receipts you are confirming that the item was delivered in 100% perfect condition.  Robbies Billiards responsibility with respect to shipments made by common carrier ends with the customers signature on the bill of lading. Should the product shipment be signed for without damage or possible damage noted we can no longer file a damage claim with the freight carrier. Therefore any damage(s) become the customers responsibility to claim with the freight carrier. If for some reason, inspection is not possible at the time of the delivery, you must write "possible damage to contents of the crate(s)."    Write this REGARDLESS of what the driver tells you to do!

Preparing to receive your shipment:

It is the customers responsibility to be prepared to accept all shipments once the delivery appointment is scheduled. This includes but is not limited to: 


2. Have the appropriate people to help unload your freight if you have ordered curbside or back of truck shipping. This will insure that you do not require a re delivery at your own expense. 

3. Being sure that a freight truck can reach your location.  If there is any issue getting an 18 wheel truck up to or into your drive way you need let us know at checkout so we can add the appropriate shipping fee at that time.

If shipping company is unable to contact the customer to schedule a delivery appointment (we will make every attempt to contact you via phone and email) - storage fees will be applied for 3 days, after 3 days of being unable to reach the customer for delivery, we will instruct the shipping company to ship the products back to avoid further storage fees. Customer is responsible for shipping fee both ways, restocking fee, and storage fee. Some products do require assembly and the assembly is customer's responsibility unless the customer orders white glove delivery service. 

White Glove Installation:

1) Customer is responsible for ensuring that the game table can be delivered to the desired location. If applicable our movers/installers will need to utilize the following if available - loading dock, entry road, freight elevator, and available parking space for delivery truck. It is the customers responsibility to ensure that the delivery truck has a parking space. Customer is also responsible for checking delivery rules with property management and any building insurance requirements prior to the game table being delivered. In the case of an in home installation, customer is responsible to make sure that the product can be delivered into customer's preferred location and that customer has supplied all pertinent information prior to the delivery including but not limited to stairs, elevators, delivery area and have confirmed the ability to have the item successfully delivered. Shuffleboards are very long and may not fit around a corner in a hallway, up spiral stairs, etc. In this case the customer is responsible for any charges over the original cost of delivery and installation

2) It is the customer's responsibility to ensure that they can receive their order once customer service calls to schedule a delivery - a working phone number is required to schedule delivery appointments. If we are unable to contact the customer to schedule a delivery appointment (we will make every attempt to contact you via phone and email) - storage fees will be applied for 3 days, after 3 days of being unable to reach the customer for delivery, we will instruct the shipping company to ship back the products to the manufacturer in order to avoid further storage fees. Customer is responsible for shipping fee both ways, restocking fee, and storage fee. 

3) Unless the customer advises the necessary and or extended delivery date in advance of order production, customer must be able to receive the product after production is completed. We cannot store the product at the manufacturer's facility after the order is complete unless we have notified the manufacturer in advance of any delivery delays. A storage fee of $50 will be charged per day that the customer requires the manufacturer to store the game table. 

Reporting Damage

Robbies Billiards aims to ensure that you get your product in new perfect condition. In order to do this it is important to follow the instructions and report damage to the driver and then to contact us immediately at These policies are in place so that the shipping company can be held responsible in the rare case that an item is damaged in shipping and to ensure that you receive a repair or replacement at no additional cost should damage occur. 

Inspect all packages before signing the delivery receipt. If Damage of any sort has occurred be sure that the driver has notated "damaged" on all copies of the delivery receipt BEFORE SIGNING FOR YOUR SHIPMENT. This includes but is not limited to damage to the carton or merchandise. Failure to notate damages will result in the forfeiture of your rights to claim damages and have your order replaced or repaired at no charge. 

Any shipping damage must be reported within 48 hours or two business days of receiving your shipment. Photo's demonstrating the extent of the damage are required and must be received within 5 days of the damage being reported. This enables us to make sure your claim is taken care successfully and you are not liable for the cost of a repair or replacement. 

Please do not refuse a shipment unless it is completely destroyed and damage has been notated on all copies of the delivery receipt. Our game tables can be fixed fastest when the items are left at the customer’s home rather than back in the carrier’s hands who caused the damage in the first place. In most cases a part can be replaced and we often allow the customer to use the damaged item until a replacement arrives. 

If you have any questions regarding what to do please contact us before you sign for or refuse any package. 

Manufacturer defects

Our curated manufacturers stand behind the quality of their products. In the case of a manufacturers defect or other product issue, We must be notified within 10 business days of receiving your delivery and pictures of the issue must be received with 15 business days of reporting the issue. This ensures that we can have the manufacturers resolve the issue properly and leave you with the exact product you intended to receive. Determining if a product is defective is at the discretion of the manufacturer. Many issues are covered under manufacturer's warranty which are honored to the customer by the manufacturer. Please see product warranty for details.   Robbies Billiards will ALWAYS help you deal with the manufacturer directly to resolve warranty or quality control issues but the final decision on what qualifies for warranty or defective goods is the sole purview of that specific manufacture and outside of the control of Robbies Billiards.  Manufacturer warranties written an implied take precedence over all Robbies Billiards guaranties and will be the final determining factor in all instances of quality control or defective merchandise.

Manufacturer Warranty

All product warranty is provided by the manufacturer - if any. Please refer to the product page for warranty information and contact us if you have any questions in regards to warranty terms for a particular product. In order to get manufacturer product warranty service, manufacturer may ask you to provide a copy of a sales receipt, gift receipt, or purchase invoice showing the original purchase date.   Our company is happy to help with this process if needed.

Products are warrantied by the manufacturer based upon proper usage of the product only. Warranty is voided when non-commercial grade products are utilized or placed in a institutional or commercial setting.   If you are not sure what items qualify for commercial warranties or what is covered by those warranties please contact us before placing your order.

Additional Fees

Any and all fees associated with missed delivery appointments and unwarranted product refusals will be automatically billed to the customer’s card on file and another delivery attempt will be made. If card on file cannot be billed customer agrees to send money order or cashier’s check within 7 days or be turned over to collections.  Customers have a right to refuse delivery with the understanding that re-delivery and/or restocking fees may apply.   Any product delivered and marked received by a customer regardless of the condition must be paid in full.  Any finish flaws, aesthetic issues, product specification variables will be handled under the original factory warranty from that point forward.


All returns must be accompanied by a return authorization code (RAC). Items returned without a RAC will be refused and no refund will be given. To receive and RAC, send an email to with your name, order number and reason for return. All return must be requested within 15 days of receiving your order.  All return request is processed during standard business hours M-F 9am-5pm. Our evening and weekend staff will not have access to your order. 

All items that come in boxes must be returned with the original packaging intact and undamaged condition. Items that experience shipping damage may not be returned as we reserve the right to fix or replace the item. Returns must be picked up and in transit, no more than 15 business days from the date of delivery and must include all instructions, pieces etc.  On approved returns, we offer a complete refund less all shipping costs and a ten percent restocking and processing fee. Custom, made to order products and products with home installation service are not eligible for return or refund and these sales are considered final once installation has commenced.   Installed billiard fabric and chalked cues are not eligible for returns.   Shipping costs to your location will be discounted from any return, even if they were "free" at the time of purchase since we still had to pay for that service.

Custom, Specialty, and Made-to-Order Products Cancellation

Custom and made-to-order products must be canceled within forty-eight (48) hours or two business days of order placement or they can no longer be canceled and refunded.  Due to the delicate nature of custom order production, sometimes production lead times can extend longer than expected due to circumstances outside of our control. Extended production lead times rarely happen but are not a reason for order cancellation and we will update our customers accordingly as production delays occur.

Order Cancellation

Orders may be cancelled with no penalty prior to billing. Orders cancelled after billing and before shipping will be assessed a ten percent restocking fee. If you would like to cancel and your order has shipped or has been prepared for shipment you will receive a full refund minus all shipping costs and a ten percent restocking fees. We reserve the right to cancel any order for any reason at any time. For your safety, we have a 2-week check verification period and refunds cannot be processed during the verification period. This is to ensure that there are adequate funds in the customer's account to cover the check payment by mail. 

Pricing errors on our website are rare but can happen from time to time. Pricing errors will not be honored. We do our best to maintain correct pricing at all times but in the rare chance that there is a pricing error, we reserve the right to cancel the order due to the product being listed at the incorrect price.  If you have a question on pricing please contact us before placing the order at

Handmade Items

Products are handcrafted one at a time. It is therefore very rare to create identical items. Every piece is a creation of artisans, and based on craft styles that are centuries old. There may be natural blemishes/variations that are not product flaws. Such variations are inherent in the manufacturing of handmade products, so you may find minor distinctions that make your item unique.   Please note natural wood products actual appearance may vary from photography. 

Please note that while we have tried to accurately display the colors of products, the actual colors you see will depend on your monitor and may not be accurate.

Used and Floor Model Items

All used, floor model, an items marked clearance not specifically described as NEW are sold in as-is condition without any implied manufacturer warranty or guarantee on the structural or aesthetic condition unless specifically noted in the product description.   All customers are encouraged to view used and floor sample items in person to verify the condition meets their standards before placing an order.  All orders for these items are final and returns will not be accepted after a paid order is submitted.

Lay Away Items

All lay away items must be paid in full within six months of the initial payment totaling no less than 1/6th the purchase price of the item.  Terms are monthly payments due for no less than 1/6th the value of the item on lay away.   Missed payments over 30 days due will result in forfeiture of lay away item and all payments made to that point with be forfeit a well.   In regards to items left for service at our store locations including but l not limited to customer's pool cues, table rails, table components, or other items they also will be subject to forfeiture if not picked up within 90 days of drop off.  


Purchase Agreement: 

It is the customer’s responsibility to thoroughly inspect the item for any freight damage or manufacturer’s defects and report these upon delivery. Items damaged in shipping will be exchanged for another items at no cost to the customer as long as the damage is notated with shipping company at the time of the delivery. Do not discard boxes until you have assembled, inspected and tested the product. Minor assembly of the products is required. Read the instruction manual before use. Orders that are canceled prior to shipping will be assessed a three percent restocking fee to cover credit card charges incurred by our company in good faith. Customers who cancel after an item has shipped will be charged for all shipping costs, and a ten percent restocking fee to cover costs. If the original shipping is included at no cost to the buyer canceled orders will be still be billed for all costs incurred by our company in good faith, including such original shipping costs. Orders are rarely delayed, but please note that delayed arrival does not constitute a reason to cancel an order without contacting us first for permission. Customer must provide a telephone number that the shipping firm can use to contact before delivery.   We do not ship international or outside of the US lower 48 States without contacting us ahead of time for a custom quote.

Your acceptance of these terms

By using this Site or purchasing in a Robbies Billiards showroom location you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

Contacting us

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Robbies Billiards

Attn:  Patrick McGarity

10212 Governor Lane Blvd

Suite 1010

Williamsport Maryland 21795

Phone:  301-223-1815

Fax:  866-885-2484

Customer Service: