Shipping Policy

Effective Date: July 27, 2026

Thank you for shopping with Elite cue. Every cue is carefully inspected and securely packaged to ensure it arrives in excellent condition.

Processing Time

On-Hand Products

Orders for in-stock items are typically processed within 1–3 business days after payment has been confirmed.

Custom-Made Cues

Custom cues are handcrafted to your specifications. Production typically takes 4-12 weeks, depending on the complexity of the design and current production schedule.

If there are any delays, we will notify you as soon as possible.

Shipping Methods

We ship both within the Philippines and internationally using trusted courier services.

The shipping carrier may vary depending on your location and the shipping option selected during checkout.

Shipping Rates

Shipping charges are calculated during checkout based on:

• Destination
• Package size and weight
• Selected shipping service

Any applicable shipping fees will be displayed before your order is completed.

Delivery Estimates

Estimated delivery times after dispatch:

• Philippines: 2–7 business days
• Asia: 5–10 business days
• United States & Canada: 5–12 business days
• Europe: 7–15 business days
• Australia & New Zealand: 5–12 business days

Delivery times are estimates only and may vary due to customs clearance, weather conditions, holidays, or courier delays.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number, allowing you to monitor your shipment.

Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

These charges are the responsibility of the customer and are not included in the product or shipping price unless otherwise stated.

Please check your local customs regulations before placing an order.

Shipping Address

Please ensure your shipping address is complete and accurate before placing your order.

CALMA is not responsible for delays, failed deliveries, or additional shipping charges resulting from incorrect or incomplete address information provided by the customer.

Lost or Delayed Shipments

If your package appears to be delayed or lost in transit, please contact us. We will work with the shipping carrier to investigate the shipment and provide updates.

Damaged Shipments

If your package arrives damaged, please notify us within 48 hours of delivery.

To help us process your claim, please provide:

• Your order number
• Photos of the damaged product
• Photos of the shipping box
• Photos of the packaging materials

We will review your claim and, where appropriate, repair, replace, or refund the affected item.

Refused or Unclaimed Shipments

If an order is refused by the recipient or returned to us because it was unclaimed or an incorrect shipping address was provided, the customer is responsible for any return shipping fees and any additional shipping costs required to resend the order.

Contact Us

If you have any questions about shipping, your order status, or delivery, please contact our customer support through the contact information provided on our website.

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

These charges are the responsibility of the customer and are not included in the product or shipping price unless otherwise stated.

Please check your local customs regulations before placing an order.

Returns

We stand behind the quality and craftsmanship of every cue.

On-Hand Products

You may request a return within 7 days of receiving your order if:

• The item arrives damaged during shipping.
• You receive the wrong item.
• The product has a manufacturing defect.

To be eligible for a return:

• The item must be unused and in its original condition.
• All original packaging and accessories must be included.
• Proof of purchase is required.

Returns will not be accepted for:

• Normal wear and tear.
• Damage caused by misuse, accidents, improper storage, or modifications.
• Cosmetic issues reported after the 7-day return period.
• Products that have been altered or repaired by anyone other than Elite cue.

Custom-Made Cues

Because every custom cue is built to your requested specifications, all custom orders are final and cannot be returned, refunded, or exchanged, except in cases of manufacturing defects or shipping damage.

Order Cancellation

On-Hand Orders

Orders may be cancelled within 24 hours of purchase, provided they have not yet been shipped.

Once an order has been shipped, it can no longer be cancelled.

Custom Orders

Production begins shortly after your order is confirmed.

• Orders may be cancelled within 48 hours of payment.
• After 48 hours, deposits and payments are non-refundable, as materials are purchased and production has already begun.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

• Your order number
• Photos of the product
• Photos of the shipping box and packaging
• A brief description of the issue

We will evaluate your claim and, where appropriate, repair, replace, or refund the item.

Refunds

Approved refunds will be processed using the original payment method.

Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Shipping charges are non-refundable unless the error was caused by Elite cue.

Warranty

All cues include a 1-year limited warranty against manufacturing defects under normal use.

The warranty does not cover:

• Abuse or misuse
• Accidental damage
• Warping caused by improper storage or extreme environmental conditions
• Normal wear, including tips, finish, wraps, or other consumable components

For warranty claims, please contact us with your order number and photos of the issue.