Shipping & Returns

Whether you’re picking up a new cue or planning a whole game room, we want getting it home to be straightforward. Our team is here to help with the details and keep you in the loop.

Free shipping on eligible orders $199+

We offer free standard shipping across Canada on eligible orders of $199 or more, including many of our ping pong and game tables.

Conversion tops have a separate shipping charge, even on orders over $199. Other product exceptions will be noted with the item. Some rural or remote deliveries outside BC may also cost extra.

The minimum is in Canadian dollars, after discounts and before tax, and applies to eligible merchandise only. Excluded products, gift-card purchases and services don’t count towards it. Paying with a gift card doesn’t affect eligibility. For orders below $199, shipping charges are shown at checkout.

When your order ships

Items marked In Stock usually ship within 24–48 business hours of your order. That’s when your order leaves us, not when it arrives. We’ll send tracking details when available.

Custom, made-to-order and special-order items take longer. We’ll confirm the expected timing and keep you updated. Delivery and installation appointments are scheduled separately.

Tables, delivery and pickup

Standard delivery for tables and other large items is to a safe, accessible ground-level unloading point agreed with you. Let us know about stairs or tricky access so we can plan ahead.

Indoor placement, stairs, assembly, installation and removal of old items are included only when stated with your purchase. Any extra services and charges are agreed with you first. Delivery and installation included with your table will be honoured as stated in your order.

Floor and display models are available for pickup or local delivery. Shipping elsewhere needs to be agreed with our team for that particular item; it isn’t automatically included when you order online.

A conversion top travelling with a table may have different shipping arrangements, which we’ll confirm with you.

Extra shipping charges

You can order online as usual. Some products and delivery addresses need a little extra planning, and their shipping charges may not be fully shown at checkout. We’ll contact you before dispatch to explain any extra cost. We won’t collect an extra payment without your approval.

If we first quote an additional shipping charge after checkout and you don’t want to proceed, you can cancel the affected unshipped items—or your whole unshipped order—for a full refund, including the relevant taxes and shipping charges.

No cancellation, processing or restocking fees apply to a cancellation for this reason. Change-of-mind cancellations are handled differently, as explained below.

Returns and exchanges

Contact us within 14 calendar days of delivery or pickup to request a return or exchange of an eligible item. Have your invoice or order number handy, and get our approval and return instructions before sending anything back.

Items must be unused, in resalable condition and in their original packaging, with all accessories, manuals and parts. If anything is missing, tell us first so we can explain how it affects your return.

A 5% restocking fee applies to approved change-of-mind refunds for returned goods. Return shipping is your responsibility. We’ll confirm the refund amount and return arrangements before you send the item back.

A few products have different rules:

• Cues and cloth: eligible new, unused items are exchange-only, in store, within 14 calendar days of delivery or pickup. Shipping costs for online exchanges are your responsibility. Custom, cut-to-order and special-order exclusions still apply.
• Poker and casino products: no change-of-mind refunds.
• Clearance and items identified as final sale: no change-of-mind returns or exchanges.

Cancelling before your order ships

Changed your mind? Contact us as soon as possible and we’ll check whether your order can still be stopped.

For an eligible change-of-mind cancellation, we may deduct only the actual payment-processing fees our provider charged us and does not refund, where permitted by law and the provider’s terms. We’ll explain any deduction and confirm your refund amount. We won’t add a separate cancellation or restocking fee.

If no processing fee was incurred, or the provider refunds it to us, there is no processing-fee deduction. Accepted custom, made-to-order and special orders remain subject to the final-sale terms below.

Custom, made-to-order and special-order items

All custom, made-to-order and special-order items are final sale for change of mind.

A special order is an item or selected configuration we don’t hold in our Vancouver inventory and source or import specifically for you. This includes standard catalogue products from Canadian and international suppliers. Custom and made-to-order items are made, personalized, modified or cut for you.

We’ll confirm the item, specifications, price, delivery terms and final-sale status before you agree to proceed. Once you approve those details and we accept the order, it cannot be cancelled, returned or exchanged for change of mind. Deposits and payments are non-refundable for those cancellations.

If final-sale status wasn’t disclosed when you ordered, we’ll get your agreement before ordering from our supplier. You can decline and cancel the affected unshipped items—or your whole unshipped order—for a full refund, including the relevant taxes and shipping charges, with no fees.

We won’t place your custom, made-to-order or special order with the supplier or start production until delivery charges are agreed. Final sale does not override the shipping-related cancellation protection above.

Receiving your refund

Approved refunds go back to your original payment method. For returned goods, we’ll first receive and check the item. We’ll confirm your refund, and the time it takes to appear depends on your bank or payment provider.

Paid through Buy Now, Pay Later? We’ll process approved refunds through that provider under the terms of your purchase. Where those terms require a full refund, we won’t deduct fees. Check with your provider about scheduled payments while your refund is being processed.

Something not right with your order?

Let us know so we can help. Please check your delivery and report damage, missing items or incorrect products promptly, ideally within 48 hours. Keep the packaging and send your order number and photos where possible. Note visible damage on the delivery paperwork if you can.

If you discover a fault or your item isn’t as described, contact our team. Our change-of-mind fees don’t apply to confirmed faults or mistakes with your order. Manufacturer warranties vary by product; we’ll help you check the coverage and next steps.

The 14-day window, packaging requirements and final-sale rules do not limit your legal rights. Signing for delivery or reporting a problem after 48 hours does not, by itself, remove those rights. Nothing in this policy limits cancellation, refund or warranty rights under applicable law, and we do not deduct fees from refunds that must be paid in full.

Talk to our team

Have a question about your order or getting a table into your space? Call 604-321-5553, email info@homebilliards.ca, or stop by the showroom. We’ll help you work it out.