Founded in 2007, Border Billiards is an online retail store based just outside of Charlotte, North Carolina. Our primary goal is to provide billiard enthusiasts with the billiard supplies they need to make their pool table and game room the best they can be. Here at Border Billiards, customer satisfaction is of the highest priority, and we try to meet this goal by providing the lowest prices the internet has to offer on a wide range of products while providing excellent customer service.

Contact Information


Main Office: BorderBilliards.com
3372 Smith Farm Rd
Matthews, NC 28104
1-888-235-1145

Product Sales, Information, Replacements and Returns



Please note that the address above is for mailing purposes only.



Need It By Christmas?

Be Sure to Place Your Order by Friday, December 12th for Guaranteed Shipping.

Frequently Asked Questions

Shipping

  • How much do you charge for shipping and handling?
  • How long does it take to ship my order?
  • What carrier do you use for shipping?
  • How long does Standard Shipping take?
  • Can I get a tracking number for my order?
  • Orders

  • I haven't received a confirmation email stating that you received my order.
  • What is a backorder?
  • The product I ordered is out of stock, but you already charged me for it. Why?
  • One of the products I ordered is out-of-stock, but the others aren't. Can you send me the in-stock stuff now?
  • If an item is out-of-stock, how long does it take before you have it again?
  • Can you fax or email me a copy of my invoice?


  • Returns and Refunds

  • What is your return policy?
  • Do I have to have a Return Merchandise Authorization to return a product?
  • How do I get an RMA number?
  • Where should I send my return?
  • How do I check the status of my RMA?
  • How long does it take to process RMAs?
  • My order was damaged when I got it. What do I do?
  • You guys filed a Fedex claim for my package and they never came to get it.
  • Other Product Questions

  • The product I ordered is missing parts. Can you send them to me?


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    Shipping Policy



    Christmas Shipping Deadlines:
    • FREE Ground - 2 PM EST 12/15
    • FedEx Ground or Priority Mail - 3 PM EST 12/17
    • Express - 3 PM EST 12/18

    Locations:
    BorderBilliards.com offers FREE STANDARD SHIPPING to all locations in the Lower 48 states. Shipping to APO/FPO, Alaska, Hawaii, Puerto Rico, Guam and the US Virgin Islands is an additional charge.

    Please note that there is an additional charge for expedited shipping methods.

    Shipping Methods:

    Our free Standard Shipping option is either FedEx or USPS, depending on the weight and size of the item. Because FedEx does not deliver to P.O. Boxes, we strongly recommend that you provide a physical delivery address to avoid delaying shipment.

    Free 2-3 Week Shipping: All Standard Shipping orders will generally ship via parcel post. Note that these orders are processed at a lower priority than others.

    All packages destined for APO/FPO addresses will ship via USPS, regardless of weight. APO/FPO orders can take up to 2 months to be delivered. Please contact us if your order takes longer than that to arrive.

    FedEx or Priority Mail: All FedEx or Priority Mail orders will ship via USPS or FedEx, whichever is most cost-effective. In general, orders weighing less than 3lbs will go Priority Mail and heavier boxes will ship FedEx Ground. Orders placed M-F before 3:00 PM Eastern Time will ship out the same day (except in cases where an item may be out of stock or order is pending verification)

    All packages destined for APO/FPO addresses will ship via USPS, regardless of weight. APO/FPO orders can take up to 2 months to be delivered. Please contact us if your order takes longer than that to arrive.

    Express: Orders will be shipped via FedEx Standard Overnight OR FedEx Ground, depending on your location. Delivery is guaranteed within 1 business day after the ship date.(Saturdays and Sundays are not counted as business/working days) Orders placed M-F before 3:00 PM Eastern Time will ship out the same day (except in cases where an item may be out of stock or order is pending verification)

    International Orders will be shipped via USPS or FedEx International. You may be liable for some import taxes, depending on your country's laws.

    *** Time definite shipments (Express) that do not arrive by the end of the day on the scheduled delivery date (due to carrier delays) may have a refund issued to reflect the service that was received. Refunds cannot be issued due to delays from unavailability of the recipient, acts of God, acts of public authority, riots, strikes, labor disputes, civil commotions, disruptions in air or ground transportation networks due to weather phenomena or natural disasters, or in the event that an ordered product is out of stock or has limited availability.

    Damaged Shipments:
    We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.

    If you receive an item that has been damaged in shipping, call us immediately and we will have a new product sent to you, and initiate a Fedex claim for the item.

    Please be sure to hold on to the original packaging and packing material because FedEx, in most cases, will need to inspect the items. A FedEx representative will contact you to set up a convenient time to inspect the item, and to pick it up. If FedEx does not come to inspect the package, or does not take it with them when they do come, please call us, and we will send you a FedEx tag to send the damaged product to us.

    Undeliverable or Refused Shipments:
    Packages will be returned to us if the package cannot be delivered due to incomplete or incorrect addresses, is not picked up from a FedEx facility, or if the customer refuses delivery. All packages returned to us for the above the reasons will be issued a full refund, minus the original shipping cost.

    Return Policy

    1. Returns will only be accepted within 30 days of the customer receiving the product, and ONLY if a Return Merchandise Authorization (RMA) number has been issued. BorderBilliards.com reserves the right to refuse any package returned to us without authorization. Returns will be processed with ten (10) business days of receipt. Business days does not include weekends, holidays, and the day the package is delivered.

    2. If you receive a damaged, defective, or partial order, please contact us within 72 hours of receipt. If the issue is not reported to the RMA department within this time frame, we reserve the right to refuse the return.

    3. In the event of a defect that occurs outside our return policy, but within the manufacturer warranty, exchange will be handled directly with the manufacturer. The manufacturer will have sole determination of the outcome of the claim. As a courtesy to our customer, BorderBilliards.com will be happy to try to facilitate a thorough review of the claim, with the understanding that BorderBilliards.com in no way has any input into the final decision (i.e. approvals, denials, fees, etc.).

    4. Products (including packaging) must be returned in new, resalable condition. If any component of the returned product is missing, the return procedure will be breached, and BorderBilliards.com may, in its sole and absolute discretion, reject the entire return or choose to impose additional charges against he customer for replacement of the missing component(s). The condition of the product will be determined at our discretion. Products sent back with damaged or missing packaging will be refused or returned to you at your expense.

    5. Any non-defective product returned for a refund will be assessed only the original shipping charges incurred by BorderBilliards.com. A Damage and Recovery fee may be deducted if the returned merchandise is not resalable (i.e. damage to product, incomplete product, broken packaging, etc.). BorderBilliards.com will not assess a fee to returns of defective items.

    6. Customers are responsible for all return shipping charges unless they receive an incorrect (we shipped the wrong product) or defective item. In addition, if returning an item for a refund, the original shipping cost incurred by BorderBilliards.com will be deducted from the refund issued.

    When shipping an item back to us, we recommend that you use UPS, FedEx or any other carrier that offers signature confirmation and insurance, as we are not responsible for lost or damaged packages. Additionally, only the signature of an authorized BorderBilliards.com employee will suffice as proof of delivery. The customer agrees to bear all shipping and insurance charges, and all risk of loss return product during shipment.

    7. Customers are responsible for checking all merchandise for damage or defect when the order is received, and before the item is used. BorderBilliards.com will not accept a return of an item that is damaged or defective if it has been used. If the product is damaged during shipment, BorderBilliards.com will replace the product at no charge.

    8. Unauthorized returns, refused packages, and undeliverable packages can take up to 3 weeks to be processed, and may be refused, returned to you at your expense, or charged a restocking fee (the amount of which will be determined upon processing the refused item). If the return has not been processed within the specified then please email .

    These products are only up for exchange in the case of a defect. Issues with these items must be taken up directly with the manufacturer.

    BorderBilliards.com reserves the right to change or amend the return policy and procedures at any time without notification.


    Order Changes/Cancellations:

    All requests to change or cancel an order should be made as quickly as possible, be it over the phone with one of our representatives, or by sending us an email at .

    Note: Cancellations or Change Requests may not be received in time. Most orders ship within 24 hours of receipt. Please double check that your order is correct before clicking "Submit Order".





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