At Craig Billiards, we believe policies should be easy to understand, fair and designed with our customers in mind. Your satisfaction is extremely important to us and we are committed to resolving concerns whenever they arise.
Please take a few moments to review the information below—including the section titled Your Responsibilities—so we can work together to create a smooth experience when purchasing custom, made-to-order game room furniture.
Order Placement & Payment
Orders can be placed online at any time. If you prefer personalized assistance, our team is available by phone by calling 480-907-7600 during business hours:
Monday–Friday | 10:00 AM–6:00 PM
Saturday | 10:00 AM–5:00 PM
Many of our products are highly customizable and we understand that selecting finishes, fabrics and options can raise questions. Our team is happy to assist with recommendations, product guidance and swatch samples.
If you’d like assistance or would prefer a scheduled callback, simply contact Craig Billiards customer support and we will gladly help.
Requesting a Quote
Many customers find it helpful to request a quote before placing an order.
Our customer care team can usually prepare a detailed quote within minutes outlining:
- Product selections
- Configuration choices
- Available options
- Pricing information
Quotes are generally valid for 30 days and can later be converted into an order online by phone or through customer support.
Processing Times, Deposits & Payment Schedules
Order processing and payment timing can vary depending on the product type and production requirements.
Custom, Made-to-Order Game Room Furniture
Custom game room furniture orders become final once production officially begins, which is typically within 48 hours of order placement.
Although production begins quickly, final finish and fabric selections can often be adjusted for approximately 3–4 weeks after an order is submitted.
For made-to-order products with extended production timelines:
- A 50% deposit is collected at the time of purchase
- Remaining balances are typically charged 2–3 weeks prior to shipment
Products that are already in stock and ready to ship are charged in full when the order is placed.
Credit Card Authorization Information
When placing a custom order online, your credit card may initially appear to reflect the full purchase amount.
Please note that this is generally an authorization hold only. Once your order has been reviewed and approved by a customer care representative, only the applicable deposit amount will be processed at that time.
Payment Terms
Customers requiring alternate payment arrangements—such as Net 30, Net 60, or similar terms—are encouraged to contact Craig Billiards to discuss available options.
In-Stock Game Room Furniture & Non-Furniture Products
Orders for available inventory items are generally processed and charged within 24–48 hours after purchase acceptance.
Payment for these items is collected in full at the time processing is completed.
Order Changes & Cancellations
Custom, Made-to-Order Game Room Furniture
Custom game room furniture orders generally move into production approximately 48 hours after order approval.
While we always try to accommodate special situations whenever possible, the following guidelines generally apply:
Within 48 Hours of Approval
Orders may be modified or canceled within 48 hours of approval with no fees or penalties.
Simply contact Craig Billiards customer support to begin the process.
More Than 48 Hours but Within Two (2) Weeks
Changes requested more than 48 hours after approval are subject to a 3% modification fee.
After Two (2) Weeks and Prior to Shipment
Beginning two weeks after approval, cancellations are permitted before shipment but will result in a 50% forfeiture of the order total.
This policy applies without exception.
After Shipment
Once a custom furniture order has shipped, cancellation or return requests may still be accepted; however, refunds are limited to 50% of the item value, less all outbound and return shipping expenses.
Refunds are issued after returned items arrive and are inspected.
No exceptions apply.
In-Stock Game Room Furniture and Products
In-stock products are generally fulfilled within 48 hours after purchase.
Within 48 Hours
Orders canceled within 48 hours are eligible for a full refund with no fees.
More Than 48 Hours
Orders canceled after 48 hours may be cancelled with a 50% forfeiture of the total under value.
Your Responsibilities
Craig Billiards works hard to create an exceptional customer experience. One of the best ways we can accomplish that together is by making sure expectations are clear and purchase decisions are informed.
Proper planning helps prevent delays, avoid mistakes, reduce unnecessary expenses, and minimize environmental impact associated with producing and transporting unwanted products.
Relax — We’ve Got You Covered
Our team has years of experience helping customers navigate custom game room furniture purchases.
We’re skilled at identifying potential issues before they happen and resolving concerns quickly if they arise. Our goal is to ensure you receive exactly what you’re looking for—and that your experience exceeds expectations.
We value long-term relationships, referrals and satisfied customers.
Ask Questions
Because many of our products are made-to-order and highly customizable, questions are expected—and encouraged.
Our team is available during regular business hours through phone, text and email to help guide you through the process.
We are always happy to help.
Measure Carefully
Our game room furnishings are crafted for lasting enjoyment. Because some pieces are larger in scale, we encourage reviewing your home’s access points before ordering to ensure a seamless delivery and setup.
Before placing your order, carefully measure:
- Entry points
- Doorways
- Hallways
- Staircases
- Elevators
- Final room placement areas
Standard width entry points, doorways, hallways, stairs and elevators are sufficient for most of our products. Exceptions are longer shuffleboard tables.
For products such as pool tables and game furniture, adequate surrounding space is equally important for proper use and functionality.
Measure your room for your pool table based on our Room Dimension Chart.
CLICK HERE FOR POOL TABLE ROOM DIMENSIONS
If you’re unsure, contact us. We are happy to assist.
Request Swatches Before Ordering
Craig Billiards offers a variety of customizable finishes, fabrics and design options.
Before completing your purchase, you can order complete wood finish swatches for $20 plus shipping. After purchase, we can provide you with your desired finish samples at no charge
Review Your Order Carefully
Please take time to verify selections and ensure every detail reflects exactly what you want.
If you have questions, contact us before finalizing your purchase.
To help prevent mistakes, our team reviews custom orders by phone before approval and production.
Approve Samples Before Production Begins
If swatches are requested after an order is placed—or if you prefer not to delay order placement—we can often place your order in queue while expediting sample materials.
Before production officially begins, customers are required to provide final approval via email after reviewing swatches.
This additional step helps ensure complete confidence before manufacturing starts.
Inspect Deliveries Thoroughly
Please inspect all deliveries carefully upon arrival.
If any issues arise, the following guidelines can help:
Significant Visible Damage
If substantial damage is clearly visible at delivery, you may refuse part or all of the shipment and request that the carrier return it.
Photographs are extremely helpful and can accelerate the claims process.
Possible Hidden Damage
In some situations, packaging may show signs of damage even though the product itself cannot be inspected immediately.
If this occurs:
- Accept the shipment
- Make note of packaging damage on the delivery paperwork
- Take photos before opening
If concealed damage is later discovered, submit photos of both the packaging and product condition so our team can assist quickly.
Game Room Furniture Warranty
All new products include the original manufacturer’s limited parts warranty for added peace of mind. Warranty coverage, duration, and exclusions vary by brand and product. For complete warranty information, including coverage details and limitations, please contact your sales representative. We are happy to help you understand the manufacturer’s warranty protection available for your purchase.
Restrictions & Limitations
Craig Billiards works closely with manufacturing partners to maintain quality standards and consistency. Because many products are handcrafted, small variations in dimensions or shape may naturally occur.
Please also note:
- Promotional discounts and special offers cannot be combined
- Returns and exchanges are limited to one per household