Contact Information
| Main Office: | BorderBilliards.com 3372 Smith Farm Rd Matthews, NC 28104 1-888-235-1145 |
Please note that the address above is for mailing purposes only.
Frequently Asked Questions
Shipping
- How much do you charge for shipping and handling?
For most orders, nothing. BorderBilliards.com offers Free Standard Shipping and handling in the Continental U.S.for orders over $25. Note that this method may take 2 to 3 weeks for delivery.
Note: Certain products must be shipped Fedex Freight. We do charge shipping on these items, if you are having them shipped to a residential address.
- How long does it take to ship my order?
BorderBilliards.com makes every effort to ship orders within one business day!
Once we receive your order, we send you a confirmation email letting you know that your order will ship ASAP. Then, we print it out and bring it to our warehouse, where our crew pulls the items from the shelves, packs them, and readies them for shipping via FedEx or US Mail. When your item has shipped, another email will be sent to you with tracking information.
Note:Tracking numbers beginning with 17 have been sent via Fedex, and will show tracking as soon as they are loaded on the truck.
Tracking numbers beginning with a 9 have been sent via US Mail, and will show no tracking information until the package is actually delivered.
- What carrier do you use for shipping?
Depending on the product weight, we use either FedEx Ground or US Mail for shipping. Because we offer FREE SHIPPING for orders over $25, we use whichever carrier is the most cost effective.
- How long does Standard Shipping take?
Delivery time varies depending on your location and the shipping carrier.
We are based in North Carolina, so orders shipped via FedEx will take anywhere from 1-6 business days.
Orders shipped via US Mail can take anywhere from 5 to 14 business days.
- Can I get a tracking number for my order?
We send an email with the tracking number to every order that is placed with a valid email. If you have not provided an email address, you will need to call us for tracking information.
Orders
- I haven't received a confirmation email stating that you received my order.
Orders placed online after 4 p.m. Monday through Friday are received the next business day. Once we receive them, we send an email to the address you provided. There are three possible reasons you haven't received it yet:
- You entered an invalid email address at checkout.
- Our email was intercepted by a spam protector. Please check your spam folders for an email from us. This is most likely to be the reason if you have AOL, Hotmail or a government/military email.
- There is something wrong with your order (incorrect billing information, etc), in which case we will email you and/or call you about it.
If you think you should have received an email from us, please check your spam folder. If there is no email, please call us and we will look your order up to make sure that everything is okay, and to give you your order number.
Note:If you submit an order online and received a confirmation number there then your order has gone through just fine. However, it is possible that you will receive an email or a phone call from us if your order is flagged by our system.
- What is a backorder?
A backorder is when you place an order for a part that is out of stock. Orders that are placed for items that are out of stock are automatically considered backorders, because we have in most cases already placed an order with our supplier.
We try not to have backorders meaning that we try to place orders to replenish our stock before we run out completely. It is not always possible to do this, though, especially during the spring and summer months, and during the holidays.
- The product I ordered is out of stock, but you already charged me for it. Why?
When we take your payment for an out of stock item, it puts you on a waiting list for the next shipment. People on the waiting list will have their orders filled and shipped in the order that they were received.
- One of the products I ordered is out-of-stock, but the others aren't. Can you send me the in-stock stuff now?
Absolutely! When we call and/or email you to let you know that an item is out-of-stock, we give you an expected date of arrival, and the option to have the rest of your order shipped immediately.
If you would like to have in-stock items shipped, please send an email to support@borderbilliards.com and we will have it taken care of ASAP.
- If an item is out-of-stock, how long does it take before you have it again?
That depends on the product and the supplier. Most of the time, we receive backordered product within a two weeks of placing an order for it. For a more concrete date, please email us @ support@borderbilliards.com
- Can you fax or email me a copy of my invoice?
Absolutely! You can request a copy of your invoice at any time, and we will send it via fax, email or snail mail.
Returns and Refunds
- What is your 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 support@borderbilliards.com.
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.
- Do I have to have a Return Merchandise Authorization to return a product?
Yes. In order to return a product to us for any reason, you will need to obtain an RMA number. Please note that it must be within 30 days of receipt of the order, and the product must be in new, resalable condition (if it is not defective).
Failure to receive an RMA number can result in your package being refused, or a delay in processing your return.
- How do I get an RMA number?
Email us at support@borderbilliards.com
- Where should I send my return?
BorderBilliards.com
3372 Smith Farm Rd.
Matthews, NC 28104
- How do I check the status of my RMA?
The best way to make sure that we have received your return is to send it back using a carrier that provides a tracking number (UPS, FedEx, DHL etc). Once you see that we have received it, please allow ten (10) business days for us to process it.
- How long does it take to process RMAs?
We allow 10 business days from the date of receipt to process returns. Once we have processed it, an email will be sent to you letting you know the amount of your refund. That refund will show up on your credit card 4-5 business days after we send the email.
- My order was damaged when I got it. What do I do?
If you receive a product that was damaged, please call us immediately. Do not install the product on your car. We will determine whether or not it was shipping damage, and file a claim with FedEx, if necessary. We will also ship you a replacement immediately.
- You guys filed a Fedex claim for my package and they never came to get it.
Please call us and we will email a FedEx tag to you. All you need to do is print it out and tape it to the box, and ship it back to us.
Other Product Questions
- The product I ordered is missing parts. Can you send them to me?
When we get our products from our suppliers, we assume that they have made sure that it has all the necessary parts. Everyone is human, though, and mistakes do happen. That being said, if you receive an incomplete part, we will do everything in our power to make sure you get what you need. Depending on the product, however, it may be easier to exchange it out for a new, complete product.
If you receive an incomplete part, please call us and we will be happy to take care of you.
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.
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 support@borderbilliards.com.
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".