Help & Support > Problems with Your Order?

Problems with Your Order?

Defective Items

Ozone Billiards wants you to be 100% Satisfied with your purchase. If at any time your purchase does not meet your expectations within our 1 year warranty period or you receive the item with any damages or defects, please contact our customer service department by email at

You can't go wrong with any product you buy from Ozone Billiards!

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Return An Order

We want to make sure that your experience with Ozone Billiards is the best; that is why we provide a 100% Satisfaction Guarantee on every product you buy. If you are not completely satisfied with your purchase for any reason, you may return it to us at any time. This includes pool cues that are chalked, which you will find is not offered by any of our competition.

In order to return a product, please email our returns department at Please include your contact information and reason for returning the product.

Once we receive your request we will send you a Return Merchandise Authorization (RMA) number for you to reference on your return shipment.

Customers will be responsible for all shipping charges to return any item(s), including any shipping costs that we incurred sending out your order, unless we shipped an incorrect or damaged item. In addition, if there were any customizations done on a cue, such as tip change or engraving, we cannot refund the cost of those services.
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Wrong Items

If you have received the wrong order, you should contact our customer service department by email at
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About Order Status

You can also check the status of your order and find tracking information online by clicking on "Order Status" in the top right corner of the home page.

The order statuses may be one of the following;

Pending - The order has been received and is currently awaiting shipping and tracking.

Shipped - This order has been shipped and tracking information emailed to you.

Cancelled/Waiting Payment - This order has been cancelled, which may have resulted from various reasons. Please contact customer service for more information.

Our customer service department may be reached by email at There will also be updated dates for when the order is expected to ship out.
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Do you have questions about your order, shipping status or returns or do you need information on our products or about placing an order with us email us at 

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Help & Support > Problems with Your Order?

Problems with Your Order?

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