If any issues arise with your order and you have purchased our cue through an authorized dealer, please reach out to them directly. If you have made your purchase through our website or Rhino Billiards Official Store on Amazon, please don't hesitate to contact our Customer Service team (cs@rhino-billiards.com) for assistance. We are committed to promptly addressing and resolving any concerns you may have.

How Do I Change or Cancel My Order?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made.

Please note that a cancellation fee of 4.5% of order value will be applied, and any orders that have already been fulfilled cannot be modified or canceled.

To check the status of your order, please contact our Customer Support team at cs@rhino-billiards.com

RETURN & EXCHANGE 

1. 30-DAY, 100% MONEY BACK GUARANTEE FOR BRAND NEW ITEM(S)

You have 30 business days to return an item from the date you received it.
The 30-Day, 100% money back guarantee does not apply to accessories and products that have been chalked, modified, misused, abused or improperly maintained.

To be eligible for 30-day guarantee (RETURN or EXCHANGE):

• Your item must be NEW, UNUSED, UNCHALKED and in ORIGINAL CONDITION for a full 30 days from the date you received it.
• Item(s) must be returned in all original packaging and with accessories.
• Your item needs to have the receipt or proof of purchase.

Personalized, customized products and limited editions are not eligible to be returned or exchanged, unless there is a manufacturing error or product defect. All personalized, customized products and limited editions are final. All defective products shall be subject to Rhino Limited Lifetime Warranty.

Original shipping charges are non-refundable. If the order was shipped under the terms of our FREE SHIPPING policy or promotion, the actual shipping charges that Rhino Billiard incurred will be subtracted from the refunded amount.  A 4.5% refunded fee will be charged by the Payment Gate for return non-defective items.

Shipping fees for the return/exchange of the item(s) are the responsibility of the customers. Rhino will send the return label to the customer and this fee will be deducted from the refunded amount, in case of exchange, the customer will have to transfer the shipping fees to Rhino. Please note that the return label is only valid for 14 days. If the product is returned after this period, the case may be resolved through an alternative solution.

Return product(s) are sent to US Warehouse at this address: Swift - Rhino, 1769 shipman drive, San Antonio, TX 78219

Please send us an email at cs@rhino-billiards.com or Contact Form with the subject: "Return Rhino Billiards Items" and provide your receipt or proof of purchase, and a picture of the package and product(s).

2. 30-DAY GUARANTEE WITH FEE FOR CHALKED ITEM(S)

30-day guarantee with fee policy is applicable for chalked items. The 30-day guarantee with fee does not apply to products that have been modified, misused, abused or improperly maintained.

If customers would like to RETURN chalked items, they are subject to a 15$  Restocking fee. Customers are responsible for the shipping fee. These fees will be deducted from the refund amount. And a 4.5% refunded fee will be charged by the Payment Gate.

For customers wanting to EXCHANGE chalked items for another SKU, a $15  Restocking and Repairing fees. Customers are responsible for new & returned items shipping fee. These fees will be transferred to Rhino before the replacement item is shipped. Chalked items cannot be exchanged for the same SKU, but they can be exchanged once for the same type of joint. If any defects are discovered in the product after 30 days from the delivery date, please refer to our Warranty Policy.

3. DEFECTIVE / INCORRECT / DAMAGED PRODUCTS

If your items are defective, incorrect or damaged, just send us an email at cs@rhino-billiards.com

If it’s Rhino’s fault:

• Give you 100% Refund 
• Or send a new one to your address in 2-3 business days after the defective product is returned. You don't even need to pay any extra cost. We will send a new product to your address within 2-3 business days after the defective product is returned. Rhino will provide you with a return label, which is valid for 14 days. If the product is returned after this period, an alternative solution may be offered.
• Please note that this policy excludes the issue with the connection of our shafts and your cue butts. Kindly reach out to our customer service for further assistance. 
  

If you find an item damaged after delivery, retain the shipping carton and all packing material and notify the carrier and Rhino Billiards immediately.

If any defects are discovered in the product after 30 days from the delivery date, please refer to our Limited Lifetime Warranty and contact our Dealers or Customer Service for further assistance.

Rhino Billiards is not responsible for any delay caused by the shipping company. However, we will contact the shipping company to locate and process your order. If the order is lost, we will process a refund within 14 days.

If the customer ordered the wrong product, the customer is responsible for the shipping fee.

Please contact our Customer Support team (cs@rhino-billiards.com) to start the refund or exchange process. Please include the following information:

• Order number
• Videos or photos since receiving and unboxing products  
• Complete delivery address
• Contact telephone number

In case of shipping issues, please be aware that the refund process may take up to 3 weeks from the day the case is opened.

REFUND

Shipping and handling costs are not eligible for refunds.

Refunds will be issued back to the form of payment used. This includes gift cards. We cannot refund another form of payment if a gift card was used at checkout.

We strongly encourage you to contact us before returning any product to consult with a customer service representative on the eligibility of your order for return or exchange. If you choose to return your order without consulting a representative, and it does not meet all of our requirements, a refund will not be issued, and you will be notified via email with any and all options available to you on how to proceed.

Note: Personalized, customized products and limited editions are not eligible to be refunded, unless there is a manufacturing error or product defect. This includes, but is not limited to, cue engraving, joint changes, turn downs and stain/color changes, custom covers, colored rails, or any item that is changed from our original stock. All personalized, customized products and limited editions are final. The customer is responsible for any additional duty, taxes, brokerage fees, and insurance fees that may be assessed for returned, exchanged and replaced items shipped internationally. These fees are also not refundable.

Return Address: Swift - Rhino, 1769 shipman drive, San Antonio, TX 78219

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at cs@rhino-billiards.com