I am not sure how to place an order online:
Call us toll free at 1-888-515-3089 and we will talk you through it or you can just give us your order over the phone.
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What if I don’t like what I get?
Return it! We will issue you a full refund of your purchase price (less shipping & handling). You have up to 30 days to return the item in the original packing. If it is a cue it can be chalked but can only have a minimal amount of use and can’t be sanded or altered from original in any way. If this is the case (chalked cue) then you will receive a 90% refund of your purchase price and we will not refund your original shipping and handling. Please understand, we want you to be happy. If you are not happy, we will do everything we can to make you happy.
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I don’t want to give you my email address because I already get too much junk email:
We get a lot of junk email too and we hate it. That is why you have the option when setting up your free account with us of not receiving any future emails from us once your order is complete and we will never sell or disclose your email address to anyone outside of our organization. That is a promise.
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Do you have a Minimum Order Requirement?
Platinum Billiards has no minimum order requirement. Feel free to order a single accessory just to ‘try us out’ you will not be disappointed.
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What is my Order Status?
To see what you current order status is, log into your account by clicking here.
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What do the different Order Statuses mean?
- Pending: Order has been accepted by our system.
- Processing: Order is being compiled and packaged. Also, if an item is backordered
it will show a status of 'Processing'.
- Shipped: Order has left our dispatch department and is enroute to the customer.
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The Credit Card Payment Screen asks me for my CVV. What is this?
CVV is a fraud-prevention measure implemented by VISA and MasterCard. These numbers are located on the back of your credit card and are generally three or four-digit numbers listed after your credit card number. By being able to provide this number, cardholders can help prove they have the physical card in hand when completing the transaction. This helps eliminate the possibility of someone using your credit card number without your card, and makes your transaction more secure.
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I am concerned about the security of giving my credit card information over the internet:
Shopping online is now very common practice and is very secure. Secure Sockets Layer, SSL, is the security technology for creating the encrypted link between Platinum Billiards and our customers. We use 128 bit strong encryption. Our SSL Certificate is issued by Comodo, a leading Internet security specialist. This Certificate ensures that all data passed during the checkout stage remains private and integral. SSL is an industry standard and is used by millions of websites in the protection of their online transactions with their customers.
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On the Credit Card Payment Screen, why do you record my IP Number?
Your IP Number identifies your computer on the Internet at the time you make your order. As part of our security strategy, we store customers IP numbers with their order to help us investigate disputes and fraudulent credit card use.
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Can I pay using PayPal?
Yes, if you wish, you can pay using PayPal. Simply follow the on-screen instructions in the checkout process and you'll be re-directed to PayPal's website. Complete PayPal's payment process and follow the instructions to return to the Platinum Billiards site. If you do not return to the Platinum Billiards website after PayPal your order may not be complete.
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Do you charge sales tax?
Sales Tax (6%) will only be charged if your order is being shipped to an address in the state of Florida. Where you live is not relevant, only where the package is shipped to.
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I need my order sooner. Can I upgrade from Free Shipping?
Yes. Call us toll free at 1-888-515-3089 and we will advise you on what options are available.
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Do you ship internationally?
Yes. We use UPS, FedEx and US Postal, which means we ship to just about everywhere in the world. For international orders, the billing/shipping address MUST be the same as the address of your Credit Card. For your safety and security we will contact your bank to verify that the address is the correct one for that card.
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Will I have to pay duty or taxes when my order arrrives?
Deliveries outside the USA may be subject to the customs fees and import duties of the country the order is shipped to. Customs policies vary widely from country to country. We have no control over these charges and cannot predict what they may be. You should contact your local customs office for further information, and be aware and comfortable with any charges that may be due upon delivery.
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What is an APO address or an FPO address?
APO stands for "Army Post Office," and is associated with Army or Air Force installations. FPO stands for "Fleet Post Office," and is associated with Navy installations and ships.
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How do I fill in an APO/FPO address?
- Street address: Enter your address and/or box number.
- City: Enter 'APO' or 'FPO'.
- State: Enter 'AA', 'AE' or 'AP'. (These represent 'Armed Forces
Americas', 'Armed Forces Europe', 'Armed Forces Pacific').
- Zip Code: Enter the 5 digit zip-code of the APO/FPO address.
- Country: Choose 'United States', regardless of the
actually country you are in. This will entitle you to free shipping (for
orders over $50) and will make sure the package is shipped correctly.
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How are items shipped to APO/FPO addresses?
A regulation of the APO/FPO mail service is that all packages must be sent via the U.S. Postal System. We normally ship all APO/FPO orders by USPS Priority Mail.
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I want a particular item but you do not have it listed on your site:
Send us an email or call us toll free at 1-888-515-3089 and we will let you know if we have it. If we do not have it, we almost certainly will be able to get it for you and very quickly.
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I'd like a Moori tip on my cue, how long will it take?
On certain cues you will see an option for choosing a Moori tip for the shaft. The current installation time for these Moori tips is 2-3 days.
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Will my cue arrive with Joint Protectors?
Some cues have Joint Protectors included free of charge. Joint Protectors for other cues can be purchased at an additional cost.
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What is "Cue Ball Deflection"?
Find out on our Cue Ball Deflection page.
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I'm new to billiards, whats the difference between buying a 'shaft' and buying a 'cue'?
A pool cue has two halves, the 'Shaft' (the top half) and the 'Butt' (lower
half). It is possible to buy just the Shaft part of the cue. Popular
shafts that we sell include, Predator 3142,
Predator Z2, OB-1,
and Universal SmartShaft
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How do I contact Platinum Billiards?
Call us toll free at 1-888-515-3089. International customers may reach us at 1-904-236-4718. Customer care representatives are available from 9am to 5pm EST Monday through Friday. If you have questions regarding any of our products and services, you can email us 24 hours a day, 7 days a week, at info@platinumbilliards.com, but why not just give us a call? Or if it's more convenient, you can just click and chat live with us. Click on the grey "Live Help" button on the top-left corner of our website.
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