Shipping & Returns Policy

Shipping

We aim to process all orders made Monday to Friday up until 2PM AEST on the same day of receipt (excluding public holidays). However, there may be occasions where we have to locate your items between our warehouses which may delay processing times. As we use multiple suppliers your orders may be delivered separately. Australia Post Express Service usually takes 1-3 business days, with Standard Service usually taking 1-3 weeks depending on your location. Postal times can be unpredictable, and delays can occur during the busy seasons (e.g. Christmas, Father's Day), therefore we cannot guarantee it will receive in the timeframe provided by the courier. All orders are sent via a trackable shipping service, and all customers will receive their tracking information via email. Please check your spam folder for the tracking email before contacting us. 

Items longer than 105cm cannot be sent via Express service. We advise only selecting standard post at checkout for these items (e.g. 1 piece pool cues) to avoid any delay.

Returns & Refunds & Exchanges

Our policy lasts 14 days from delivery. If 14 days have gone by since you have received your order, we cannot offer you a refund or exchange. To be eligible for a refund, return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Gift cards are not refundable. 

If your item has arrived damaged, faulty or defective, we will provide a refund, exchange or voucher. Please email us at info@thecueshop.com.au with an image of the issue. We will also cover the expense of return shipping if necessary. The item must be unused, in original packaging and the enquiry must be raised within 14 days of order delivery. 

For change-of-mind refunds, the customer must contact us within 14 days of order delivery. We will provide an exchange or store credit once the item has arrived back to our store. Return postage is at the expense of the customer. No refund or credit will be provided if the item is returned in used or an unsellable condition. 

Please do not send your product to the manufacturer.

Return Shipping

After one of our staff have confirmed that we can offer a refund or exchange we we will provide a return postage label (in certain cases of noticeable damages/defaults) or we will provide information on where to return your item. 


We recommend considering a trackable shipping service (e.g. Australia Post) or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.