1. Estimate time of arrival

We process orders on business days which are Monday through Friday, Eastern Standard-Times, except for holidays observed by the Post Office: New Year's Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

To estimate when you can expect your order, please refer to the time frame below. It includes our most popular products and the following time periods:

Production time: The time when your order waits in the production queue until being produced. Our production timeline may shift daily depending on overall order volume.
Shipping time: From the time the package is handed over to the delivery company to when it arrives at its destination.

Location Shipping Line

Production Time (business days)

Shipping Time (business days)

Total Delivery Time (business days)

(from the date of purchase)

United States - Standard Shipping

7-10

8-15

15-25

Rest Of World - Standard Shipping

7-10

8-19

15-29

Note:

In peak season, your parcel may arrive later than expected delivery. We're so sorry for this inconvenience and hope that you can understand for us.
The above time frame is only applied for orders to the US Contiguous States with the standard shipping method.
If your order needs detailed modifications, it may take a few days for our designer to make customization, design time will depend on the complexity of the request. Please kindly add this amount of time to the “Production time”

2. Shipping fee

Location Shipping Line	Order's Price Range	Shipping Cost
United States - Standard Shipping	0 USD - 60,99 USD	4,99 USD
	61 USD - 120,99 USD	8,99 USD
	121 USD - 180,99 USD	10,99 USD
	181 USD - 240,99 USD	12,99 USD
	241 USD - 300,99 USD	14,99 USD
	301 USD - 360,99 USD	16,99 USD
	361 USD - 420,99 USD	18,99 USD
	421 USD - 480,99 USD	20,99 USD
	481 USD - 540,99 USD	22,99 USD
	541 USD and Up	24,99 USD
Rest Of World - Standard Shipping	0 USD - 60,99 USD	5,99 USD
	61 USD - 120,99 USD	9,99 USD
	121 USD - 180,99 USD	11,99 USD
	181 USD - 240,99 USD	13,99 USD
	241 USD - 300,99 USD	15,99 USD
	301 USD - 360,99 USD	17,99 USD
	361 USD - 420,99 USD	19,99 USD
	421 USD - 480,99 USD	21,99 USD
	481 USD - 540,99 USD	23,99 USD
	541 USD and Up	25,99 USD

We offer international shipping for most of our products. Specific shipping charges for your order will be calculated and displayed at Checkout.

3. Track order
You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 9-12 days for the carrier to scan your package into their system.
If you attempt to track your package and there is no information available that just means the carrier has not processed your parcel yet. When the parcel is scanned into the system, tracking events will populate on the tracking page.

Note: The tractor page updates in real-time as the status of the shipment changes. Possible statuses are:

Confirmed - An order was created, but it has not been shipped or fulfilled yet.
On its way - The order was marked as fulfilled or partially fulfilled, and the shipment is in transit.
Out for delivery - The shipment arrived in your area and will be delivered to you soon.
Delivered - The order was marked as delivered by the carrier.
Attempted delivery - The carrier attempted to deliver the shipment to the destination address but was unsuccessful.

4. Change shipping address
You can change the shipping address of your order within 24 hours after placing the order.
To change the shipping address, please click here and give us your request.

Note:
We are only able to make changes to your order if it has not yet entered the production queue.
We also cannot change your shipping address from a domestic US location to an International address, and vice versa.

5. Report a delivery issue
If it is over your estimated arrival date or there is any shipping issue with your order, a request needs to be submitted within 20 days from the delivered date or 45 days from the date of purchase to qualify for credit or replacement. Please contact us here and we will take care of this for you.
For detailed information, please check our Refund Policy.

6. Incorrect address
Make sure you provide the correct address at checkout because we are not responsible if your order gets delivered to the wrong address.
For orders returned due to an incorrect address provided, we request a re-shipping fee to resend your order.
If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your parcel, we are not responsible if that parcel gets lost, stolen, or damaged.

7. Refunds, returns, and exchanges

Any defects or errors on our part will result in a replacement at no charge. We typically do not accept returns due to user error such as incorrect selection of sizes, designs, colors, etc.

We are happy to replace your order for any of the following reasons:

The product is flawed or damaged.
The product you received has a design (pattern, type of product,...) that is different from the design originally represented on our site.

Please email us with a photo of the product you received along with detail shots you wish to include. Our customer service team will review your claim. If your claim is approved, we will provide you with a replacement free of charge. For all other requests please email us. Our customer service team will review if your claim matches the 2 above reasons. If it belongs one of these 2 reasons, we will provide you with a return address.

Customers are responsible for return and exchange shipping rates. Please allow 5-10 business days after your return is received for a refund to appear. If your claim doesn't belong one of these 2 reasons, the returns and refunds policy will not apply for your case.

Any unauthorized returns, or returns of items that are washed, worn, or damaged will not be eligible for a refund or replacement, and the item will be forfeited.

Please note:

Detailed photos are required for quality control purposes.
Issues must be reported within 15 days from the delivery date to qualify for credit or replacement.
We do not allow modifications to replacement items.
Our refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.

More information about Return & Refund here.

8. Other shipping & delivery information
* Shipping to APO/FPO/DPO Addresses
We are not able to ship orders to APO/FPO/DPO Addresses.
* Shipping multiple orders
Multiple orders placed on the same day cannot be combined.
* Shipping to multiple locations
Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different locations, you will need to place a separate order for each shipping address
* Shipping orders include multiple items
For logistical reasons, items in the same purchase will sometimes be sent in separate packages. There’s no extra charge for this.

Poncho Billiard - QB