Shipping policy
Order Processing Time
In most cases, for in-stock items, your order will be processed and shipped the same day it's received by Diamond Billiard Products Inc, as long as it's placed by 10 AM Eastern Time, Monday through Thursday. Please note that Diamond Billiard products Inc does not ship on Fridays and are closed on weekends.
While we strive for same-day processing, please allow up to one business day for processing. If a product is backordered, discontinued, or there’s any other issue with your order, we will notify you via email or phone within one business day (Monday – Friday), or within two business days during our holiday season.
The additional day allows us to ensure we're fulfilling your order as quickly as possible, whether it's a dropship, an upgrade, or another option. We work diligently to get you what you need when you need it.
Express and Ground Shipping Delays
Please be aware that once your package leaves our factory, we have limited control over its delivery. We will ship it according to our shipping agreement and the method you specify. However, certain factors, such as adverse weather conditions in your area or along the shipping route, may cause delays.
Diamond Billiard Products Inc. is not responsible for shipping refunds or credits if delays are caused by weather or other unforeseen events that the shipping company deems outside their control.
Freight Forwarding Address
Diamond Billiards will not ship packages to freight forwarding addresses. Any order placed with a freight forwarding address as the shipping destination will be canceled.
Please note that any processing fees paid are non-refundable. All orders must be shipped to the billing address associated with the method of payment.
Diamond Billiard Products Inc does not process orders on weekends or holidays.
While most in-stock orders placed before 10 AM Eastern Time are shipped the same day, Diamond Billiard Products Inc. cannot guarantee same-day shipping due to potential unforeseen circumstances. To help expedite your order, we recommend using the same shipping and billing address, and providing a phone number that matches the one on file with your credit card company (alternate shipping addresses or cell phone numbers may cause delays).
Orders with Express Shipping will be prioritized and shipped first. If you need an item by a specific date, we strongly recommend upgrading to an express shipping option, as we do not guarantee delivery dates with ground or free shipping methods.
Order Shipping Time
Please note that shipping time is separate from processing time and varies depending on the shipping options you choose during checkout. Orders shipped via UPS Ground or Express are delivered on business days, Monday through Friday only.
USA Overnight Shipping & Handling
Please note that selecting Overnight shipping does not guarantee next-day delivery. While most orders placed before 11 AM Eastern Time ship the same day, orders received after that may not ship until the following day. You can expect to receive your order 1-2 days after it has been processed, which typically occurs within 24 hours.
Diamond Billiard Products Inc., along with UPS and USPS, do not ship or pick up packages on weekends or certain holidays.
Damaged Goods
If your package arrives damaged, please note the damage and contact us immediately. If the driver is still present, request that they document the damage, as this will help expedite the shipping claim process. Be sure not to discard the product or packaging, as the carrier may need to inspect them before processing the claim.
If the package is damaged but the merchandise appears unaffected, note the damage on all delivery receipts before signing. However, if the package is severely damaged and you suspect the merchandise is also affected, refuse delivery and contact our Customer Service at 812-288-7665.
If you discover damage after delivery, retain the shipping carton and packing materials, and notify both the carrier and Diamond Billiard Products Inc within 48 hours. While we are not responsible for delays caused by the shipping company, we are committed to helping replace your products in a timely manner, as your satisfaction is our priority.
Shortage
Please carefully inspect your shipment upon arrival. Unpack your order, inventory all items, and report any shortages immediately. For smaller parts or items, please thoroughly check the package and packaging materials, as they can sometimes become dislodged during shipping. Customers have 5 days from the delivery date to report any discrepancies between what was ordered and what was received.
Shipping Errors
All claims for missing items must be made with Diamond Billiard Products within 5 days of delivery. Please note that if your order contains non-stock items, it may arrive in multiple shipments. Be sure to check your packing slip to confirm whether you have a shortage or if it's simply a delivery delay.
If an item is missing or incorrect due to our error, we will resolve the issue at our expense. Diamond Billiard Products Inc. will cover the cost of picking up the wrong item and shipping the correct one. Typically, we will email you a return label, and once you provide verification that the wrong item has been dropped off, we will send the replacement.
If the wrong item or type was ordered due to customer error, the customer is responsible for the shipping costs to and from Diamond Billiard Products Inc. to correct the issue.
USPS Shipping Claims
USPS guidelines determine when we can file a claim based on the shipping option you selected. While USPS First Class Mail is the most affordable option, it is quite slow. According to USPS filing periods, we must wait approximately 45 days before replacing a product, as it may still be found and delivered within that time. For USPS Priority Mail, the waiting period is 15 days.
UPS Shipping Claims
For UPS claims, please contact us immediately if your package is lost, stolen, or not delivered. We will guide you through the next steps to file a claim.