Shipping & Returns Policy

Shipping

We aim to ship all items on the same day we receive your order (for order made Monday-Friday up until 2pm AEST. Excludes public holidays). Express post usually takes 1-3 business days, with standard post usually taking 1-3 weeks. Postal times can be unpredictable, and delays can occur during the busy seasons (e.g. Christmas, Father's Day). All orders are sent via a trackable shipping service, and all customers will receive tracking information via email. Sometimes this can go to your spam folder.

Items longer than 105cm must be sent via a courier and therefore express post times cannot be guaranteed. We advise only selecting standard post at checkout for these items (e.g. 1 piece pool cues).  

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.

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