Frequently Asked Questions
HEDYCUE CUSTOMER CARE
Frequently Asked Questions
Everything you need to know about orders, shipping, payments, and returns.
Welcome to HEDYCUE
We're here to help you find the right pool cues, cue tip repair tools, and billiards accessories. Browse the answers below to learn more about shopping with us.
01 Orders
How do I place an order?
Browse our products, add your favorites to your cart, and proceed to checkout. Follow the instructions to complete your purchase.
What payment methods do you accept?
We currently accept PayPal. Available payment options will be displayed at checkout.
How do I know if my order was successful?
You should receive an order confirmation email with your order number and purchase details. If you don't see it, please check your spam folder or contact us at support@hedycue.com.
Can I cancel or change my order?
Please contact us within 24 hours of placing your order if you need to request a cancellation or change. We'll do our best to help before your order is processed or shipped. Changes and cancellations cannot be guaranteed once processing or shipment has begun. If your order has already shipped, please refer to our Return & Refund Policy.
Can I change my shipping address?
Contact us within 24 hours of placing your order if you need to correct your shipping address. We'll try to update it before shipment, but changes cannot be guaranteed once your order has been processed or shipped. Please double-check your address at checkout.
02 Shipping & Delivery
How long does order processing take?
Please allow 3–5 business days for order processing before your order ships. Processing may take longer during holidays, promotional periods, or unexpected circumstances.
How long does shipping take?
United States
Estimated transit time: 7–20 business days after dispatch.
International Destinations
Estimated transit time: 10–35 business days after dispatch.
These are estimates, not guaranteed delivery dates. Customs inspections, weather, public holidays, and carrier delays may affect delivery.
Do you ship internationally?
We ship to the countries and regions available at checkout. Available destinations may vary by product and shipping service. Please confirm that your location is supported before placing your order.
Do you offer free shipping?
Yes. Orders of $55 USD or more after discounts, before taxes, qualify for free standard shipping to destinations we currently serve. Orders below $55 USD are charged a flat $20 USD standard shipping fee. Your shipping charge is shown at checkout before payment.
How can I track my order?
Tracking information will be provided after your order ships. Please allow some time for the tracking information to become available or update.
TRACK YOUR ORDERWhat if my package is delayed or lost?
If your package hasn't arrived within the estimated delivery window, please contact us with your order number. We'll review the tracking information and assist with an investigation where appropriate. If a package is confirmed lost, we'll provide an appropriate resolution in accordance with applicable law.
What if my item arrives damaged or incorrect?
Please contact us as soon as reasonably possible with your order number, a description of the issue, and clear photos or videos. Photos of the shipping packaging may also be helpful. We'll review the information and determine an appropriate solution in accordance with our policies and applicable law.
03 Payments & Privacy
Is checkout secure?
Payments are processed through PayPal. Your payment is subject to the applicable payment provider's terms and security practices. Please review the payment information displayed during checkout before completing your purchase.
How is my personal information handled?
We use relevant service providers to help operate our store, process orders, arrange delivery, and provide customer support. Personal information is handled in accordance with our Privacy Policy and applicable data protection requirements.
04 Returns & Refunds
Can I return an item?
Eligible returns are subject to our Return & Refund Policy. Our standard return window is 14 days from delivery, subject to applicable law and any mandatory consumer rights. For ordinary change-of-mind returns, items generally must be unused, unmodified, and returned with their original packaging and included accessories.
Who pays for return shipping?
For eligible change-of-mind returns, customers are responsible for return shipping costs where permitted by law and as stated in our Return & Refund Policy. If an item is defective, damaged on arrival, or incorrectly supplied, please contact us before returning it.
How do I request a return or exchange?
Email us at support@hedycue.com with your order number and a description of the issue. Please contact us before sending anything back so we can review your request and provide the appropriate instructions.
When will I receive my refund?
For approved returns requiring the product to be sent back, refunds will generally be processed after the returned item has been received and inspected. Refunds are issued to the original payment method where applicable. Your payment provider or financial institution may require additional time to post the refund.
NEED MORE HELP?
We're Here to Help
Have a question about a product, order, or shipment? Contact our support team and include your order number for order-related inquiries.
CONTACT HEDYCUEEmail: support@hedycue.com
We aim to respond to inquiries within 24 hours. During busy periods, responses may take longer.
HEDYCUE
POOL & BILLIARDS EQUIPMENT
Thank you for choosing HEDYCUE.