Shipping, Returns and Refund Policy
www.imaginethatpooltables.com
Effective date: 1st January 2023
1. SHIPPING POLICY:
We provide curbside delivery for all our freight shipments, which implies that the shipping company will not be accountable for carrying the product inside the building, unloading the package from the truck, or assembling your purchase. For heavier items, we recommend having appropriate assistance available during delivery. The freight company will contact you via phone to schedule a delivery date and time window. Delivery times may vary depending on the product and line. In-stock Billiards tables will ship within 1-3 weeks. Please follow the below steps for your delivery:
• Appointment for Delivery: Schedule a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time when you can be home to sign for the items within the carrier’s business hours. If you miss your scheduled delivery appointment, re-delivery can take up to a week depending on your location, and any fees resulting from re-delivery will be the customer’s responsibility.
• Product Inspection: Upon receiving your freight, take photos of all delivery pallets. If you notice any signs of damage to the packaging, such as scratching, chipping, denting, etc., notate it on the POD (Proof of Delivery). If there is specific damage to the product, explain it in detail on the POD and contact us immediately. Signing the POD free and clear without notating damage confirms that you have received your order in perfect condition. If no damage is visible on the crate, write “possible damage to contents of the crate(s).”
• Signing the Proof of Delivery: The driver will request you to sign the Proof of Delivery. Notate any possible or specific damage at the time of signing. Any damages not notated will be your responsibility. This is true even in situations where the delivery was rushed, large packages were involved, lack of help or damage was concealed in the package.
• Delivery Times and Dates: Delivery times and dates are projected and subject to change depending on weather conditions, traffic conditions, and acts of God. Any delays in delivery that are outside of our control are not a reason for order cancellation. Unless a delivery date or deadline is guaranteed in writing to our customer, any order cancellations made due to delivery delays are subject to a 15% restocking fee and round-trip shipping cost. Delivery guarantees are void in the event of a natural disaster or an act of God (delivery truck breaking down, car accident, etc.). Any returns or order cancellations made due to a natural disaster preventing delivery on time will be subject to round-trip shipping costs and a 15% restocking fee.
• Free Tax: All orders are free of sales tax unless they are shipped to California.
2. GROUND SHIPMENTS POLICY:
Ground shipments may be sent without signature required and may be inspected after arrival, unless noticeable damage to the packaging exists. Submit any and all damage to ground shipments by email to sales@imaginethatpooltables.com with your order number and a picture of the damage within one business day. If the driver does not allow inspection, note the driver’s name on the package and write “driver refused to allow inspection, possible concealed damage,” and take a picture of the packaging even if it appears to be in good condition. It is suggested to have a camera available when the product arrives to document the condition of your shipment in the small chance that there is damage. It is almost never recommended to refuse the shipment in the rare case of shipping damage. If damage occurs, notate it on all delivery receipts, have the driver note the damage on their copies, and accept the delivery. We also suggest taking pictures of the freight and submitting them to www.imaginethatpooltables.com immediately. If the customer is unable to receive the shipment after three days of attempted delivery.
3. TAXES:
All prices listed on our website do not include taxes. The customer is responsible for paying any applicable taxes based on their location and the laws of their state.
4. WARRANTY:
We stand behind the quality of our products and offer a manufacturer’s warranty for each item purchased. The warranty period and coverage vary depending on the product and manufacturer. Please refer to the product description or contact us for more information on specific warranties.
5. CUSTOMER SERVICE:
Our team is dedicated to providing the best customer service possible. If you have any questions or concerns about your order, please don’t hesitate to contact us via phone, email, or live chat. Our customer service hours are Monday through Friday from 9:00 am to 5:00 pm EST.
6. INTELLECTUAL PROPERTY:
All content on our website, including images, text, logos, and graphics, is the intellectual property of Imagine That Pool Tables and is protected by copyright laws. Unauthorized use of our intellectual property is strictly prohibited and may result in legal action.