Q. Why didn’t I receive my order in one box?
A. We often ship items from multiple locations in order to save on transit times and shipping costs. We may also ship some pool cues separately, particularly when it is a special order item. This allows us to get your order to you as quickly as possible.

Q. Where is my Order?
A. We offer an online order tracking system. This system will not accurately reflect the status of your order until the next business day following your order. To access the order system, click on Order Status on our web site. You will need to enter your order number and ship to zip code. If you have any further questions regarding the status of your order once viewing this screen, you will be able to send us an email from there and the current order information will be sent to us so we may quickly respond to your questions.

Q. Why can’t I reach you by phone.
A. During our normal business hours, we are available by phone. Often times, however, we are assisting other callers on the phone, and preparing and processing orders for shipment. In that case, the best means for reaching us is via email. If you are inquiring about an existing order, please use our Order Status system. If you interested in placing an order, our website is encrypted and hacker-safe to ensure the privacy and security of your information. If you have questions regarding a specific product or need advice on what product best suits your needs, you can email us at service@recroomonline.com

Q. When will my order ship.
A. Generally orders ship 1-2 business days following your order. Our custom pool tables and game tables often take 4-6 weeks due to our customization options and the nature of freight delivery. Items not mentioned above that are not expected to ship within 1-2 business days will be specified in the product description.

Sometimes circumstances such as back-orders cannot be foreseen and we will update the status of your order on our website and you will be informed via email. If a similar product is available, we will offer you a second choice or you may wait for the item to become available..

Q. Why do pool tables take so long to deliver?
A. Our pool tables and game tables often take 4-6 weeks due to our customization options and the nature of freight delivery.

Q. Do you offer financing?
A. At this time, we do not offer a financing option. We do however offer a 4 payment layaway on our products over $150. We don’t know of any of our competitors offering such flexibility in online purchase.

Q. Are your products top quality or seconds?
A. We only offer first quality items on our web site. The ony case of seconds merchandise may be in our close outs or test drive cues. In that case, they will be clearly marked so. Generally speaking, however, our close outs are simply overstocke or discontinued items.

Q. What is your return/exhange policy?
A. Products with a manufacturer defect will be replaced, credited or refunded at its original cost. All other returned product must be received unchalked and unused before a replacement, credit or refund will be issued. Please Note: Warpage is not considered a manufacturer defect once a cue has been chalked.

Items Shipped via Freight (Including Pool Tables) Return Policy: Any damages obtained during shipping are the responsiblity of the consignee. Please contact us at (800) 550-0056 immediately if a pool table is delivered damaged. All pool table returns will incur a 15% restocking fee. The customer is responsible for all shipping costs. If you decide to return your new pool table, contact us at (800) 550-0056. Returns: Please contact us at sales@thefactoryoutlet.com for instructions for processing returns.