Clear, Fair Policies You Can Count On
At Craig Billiards, our goal is to make every customer experience smooth and enjoyable. Your satisfaction matters to us, and we’re committed to addressing any issues fairly and promptly. To ensure a great experience for everyone, we encourage you to review our policies so expectations are clear regarding custom, made-to-order products.
Order Changes & Cancellations
Custom, Made-to-Order Game Room Furniture
Custom game room furniture orders generally enter production within 48 hours after order approval. While we strive to be flexible whenever possible, modifications and cancellations are subject to the following guidelines:
Within 48 Hours of Approval
Orders may be changed or canceled within 48 hours of approval without any fee or penalty.
To request a change or cancellation, please contact Craig Billiards by phone or email and we’ll be happy to assist.
More Than 48 Hours but Within Two (2) Weeks
Requests to modify a custom game room furniture order made more than 48 hours after approval are subject to a 3% modification fee.
After Two (2) Weeks and Before Shipment
Once two weeks have passed after approval, but before an item ships, custom game room furniture orders may be canceled with a 50% forfeiture of the total order value.
No exceptions apply to this policy.
After Two (2) Weeks and After Shipment
If a custom game room furniture item has already shipped, cancellation or return requests may still be accepted. Refunds will equal 50% of the item value, less any outbound and return shipping expenses incurred.
Refunds are issued only after the returned item is received and inspected at our warehouse.
No exceptions apply.
In-Stock Game Room Furniture and Products
Most in-stock items are processed and prepared for shipment within 48 hours of order placement. While we will always do our best to accommodate special situations, the following general terms apply:
Within 48 Hours
Orders for in-stock products may be canceled within 48 hours of purchase 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.
Incorrect Shipments & Order Errors
If Craig Billiards ships an item that differs from the approved order details, we will correct the issue promptly and at our expense.
Please note that we cannot assume responsibility for customer ordering mistakes. For custom game room furniture purchases, order details are generally reviewed and confirmed by phone or email prior to approval and processing.
Important Product Notice
Because many of our custom products are crafted using natural materials, slight variations should be expected. Wood grain patterns, stain absorption, dye lots, and other natural factors can create minor differences in appearance.
We stand behind the quality of our craftsmanship and work hard to create products consistent with the images shown on our website. However:
- Wood finishes may vary slightly from online photographs or samples previously provided.
- Fabric colors and finish tones may differ modestly from website images or physical swatches.
- Variations are generally minimal and do not impact the product’s quality, performance, or durability.
Products Damaged During Shipping
Despite careful packaging and handling, shipping damage can occasionally occur.
If your order arrives damaged during transit or delivery, Craig Billiards will repair or replace the item at no cost to you.
In some situations involving minor cosmetic issues—such as scratches or small imperfections—we may determine that an on-site repair is the quickest and most practical solution.
We encourage customers to inspect all deliveries carefully upon arrival.
If you notice concerns after inspection, please contact us within 7 days and we will work with you toward a resolution.
Repair decisions are made solely at our discretion, but our commitment is to resolve issues quickly, professionally, and with minimal inconvenience. We will only pursue repairs when we are confident the product can be restored to like-new condition. If that standard cannot be met, we will replace the item.
To begin a claim for damaged merchandise, please email photos of the damage to our customer support team.
Game Room Furniture Items
Game room Furniture claims are evaluated individually.
Once we receive photos documenting the issue, a case will be opened immediately. We will respond as quickly as possible with next steps and instructions.
Returns & Exchanges for Custom Game room Furniture
Because custom-made game room furniture is built specifically for each customer, returns after delivery often involve significant costs and logistics.
Approved returns for custom game room furniture are eligible for a refund of 50% of the purchase price, less all shipping and return-related expenses, including packaging and transportation costs.
We strongly encourage customers to review product specifications carefully prior to purchase to ensure the item meets expectations.
Exceptions generally apply only in cases involving:
- Incorrect items shipped
- Shipping damage
- Significant manufacturing defects
Returns & Replacements for Non-Custom Products
Non-Custom Game Room Furniture
Non-custom game room furniture items may be returned within 30 days of delivery.
Refunds include the original purchase amount minus:
- A 15% processing fee
- Outbound shipping charges
- Return shipping expenses
Refunds are issued once the returned merchandise arrives and is inspected at our facility.
To initiate a return, please contact Craig Billiards customer support.
5-Year Furniture Warranty
Craig Billiards warrants qualifying furniture products against defects in materials and workmanship for:
- Five (5) years for residential use
- One (1) year for commercial use
Coverage applies to manufacturing or structural defects and does not include damage resulting from normal wear and tear.
Customer modifications—including installation of third-party components or structural changes—void warranty coverage.
This warranty applies only to the original purchaser at the original delivery address and cannot be transferred. Coverage does not continue if the product is relocated after initial delivery.
Restrictions & Limitations
Craig Billiards works closely with manufacturing partners to maintain high standards throughout production. Since many products are handcrafted, minor differences in dimensions or shape may occur.
Additional policy limitations:
- Promotional offers and discounts cannot be combined.
- Return and exchange eligibility is limited to one return or exchange per household.