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Shipping and Setup Options
Following are our Official Shipping & Delivery Policies for each of the shipping options offered during checkout. Unlike most e-tailers, we at Robbies Billiards will be up-front about all of our shipping procedures and costs. We guarantee that we will respond to e-mails sent to robbies.scheduling@gmail.com within 24 hours if you have any questions.
Pickup in Store
Items that are available for in-store pickup can be picked up at any Robbies Billiards showroom. Please email ASAP to let us know at what store you would like to pickup the item and we will let you know how soon it will be available. View our Showroom Locations page for directions, email robbies.scheduling@gmail.com, or call 301-223-1815. If the item you are picking up is large, heavy, or fragile we recommend you call ahead and make sure someone is available to help you load the item and that your vehicle can accomodate the item.
Local White Glove Delivery
Many of the items offered on our on-line store are available for White Glove Delivery and Setup using our technicians in a specific geographic region. These items will have the "Local White Glove Delivery Option" available when adding the item to your shopping cart. We recommend that if you live more than 1 hour from a Robbies Billiards Showrooms you e-mail robbies.scheduling@gmail.com or call 301-331-7024 to verify that you are within our allowable white glove delivery area (Deep Creek Lake Maryland for example). Even if you are outside our regular area, we may offer a separate mileage charge to perform the delivery.
White Glove deliveries are booked using our in-house delivery and installation technicians, and we use our Robbies Billiards delivery trucks. Robbies technicians are factory certified, fully insured and bonded, use the best possible equipment, and are full time salaried employees - not contractors! White Glove deliveries are guaranteed for life, even on pool table leveling, provided you do not tinker with our work. Deliveries can be scheduled 2 to 6 weeks from the time of purchase, depending on distance and time of year. Typical delivery times are between 9am and 5 pm Monday Through Friday, but weekends and odd-hours jobs are available at an additional fee. After you make your purchase and receive a confirmation email, the Robbies Billiards Service Department will contact you within 5 business days to set up a delivery appointment. Please provide your best phone number (usually a cell phone) at checkout so we can get in touch quickly to set up the appointment and go over the delivery procedure.
There is a $100 fee for re-delivery if you are not there for the appointment or we are unable to access the delivery address due to construction, lack of road access, or if you cancel less than 24 hours prior to the appointment. We deliver using 16' box trucks which require gravel or pavement to the front of the house. We will navigate to the back of the house if there is a reasonable path and we will take the items up or down stairs at no additional charge if the items will fit. If you have to return an item because it will not fit up or down stairs we will charge you the $100 delivery fee as well as a restocking fee on the item, so please check your measurements before purchasing large items! On very large items such as 16' or larger shuffleboard tables there may be additional charges, please email robbies.scheduling@gmail.com f you want the exact delivery charge for these special order items.
Free Curb Side Shipping vs LTL Shipping
If you are within our normal local delivery and service area we offer free curb side drop off of all large items. Keep in mind you will still need to bring the items into your home and put them together and in many cases the manufacturer warranty requires an authorized technician to perform this service. If this is the case we will always give you the opportunity to upgrade to a white glove delivery and installation.
If you are outside of our local delivery area we will let you know that LTL shipping is the only way we can get an item to your home or business. We work with logistics companies to get you the best possible freight rate if this is the case and will contact you with this fee as an additional charge to the order. Large or bulky items including most bar stools ship via LTL truck freight. The trucking company will contact you at least 24 hours in advance to setup a delivery appointment. Your home must be 18 wheel truck accessible to avoid additional delivery charges.
You are responsible for unloading all items from the back of the truck so typically you will need two people to unload large items. Upon unloading the items, you must inspect all boxes and their contents for shipping damage and note it on the driver's bill of lading. Save all packing materials and boxes. Don't be afraid to keep the driver waiting for a little while to do this, it is very important. Immediately report any problems to Robbies via email to robbies.scheduling@gmail.com or call 301-223-1815. If you do not note shipping damage at the time of delivery we most likely will not be able to fix the problem without further expense to you and delays. If you choose to refuse delivery of a shipment for any reason there may be restocking fees or freight charges that we cannot refund. All of our shipments carry insurance, so be assured any properly reported shipping damaged items will be replaced immediately with no cost to you.
For an additional charge you can add "Lift Gate Service" or "Inside Delivery Service" to your LTL truck order. If you choose lift gate service the truck driver will lower the items to the ground and place them in your drive way. If you choose inside delivery the truck driver will lower the product to the ground and move it into your garage or the front entrance to your home. There is no need to add lift gate service if you choose inside delivery because the lift gate is included.
Additional Notes on Delivery and Shipping
Please use common sense when ordering large or bulky items for LTL drop shipping. If you are in poor health, unable to ever take off work, or are just small and frail, please consider the "inside delivery" option or "white glove local". If you live outside of the Robbies "white glove" delivery area we may be able to setup or recommend a skilled contractor in your area. Please email or call to discuss your options and don't be surprised when we contact you after you place your order and ask all of the questions presented in this detailed shipping and delivery policy.