Shipping & Return Policies
All orders that are subject to return or exchanges they need to be approved by Olhausen Online or its vendors in writing. All orders that have been accepted for return and you have received your RA number to be added to the package.
**SPECIAL ORDER OLHAUSEN POOL TABLE PARTS (Rails, Legs, Aprons & Frames) are made and finished to order and will not be eligible for a return. Please be sure to order the correct item and color.
If you are not sure please email us images of your table that you are trying to buy parts for and we can help you get the correct parts and finish to match.
If the order has not made it to the finish department and is still bare wood and we can cancel the order RESTOCKING FEES may apply.
Any pool table rails that have been covered with billiard cloth at the Olhausen factory are not eligible for exchange or return.
PLEASE NOTE MANUFACTURING LEAD-TIMES MAY VERY. STANDARD LEAD-TIMES ARE 2-4 WEEKS, SPECIAL ORDER PRODUCTS COULD TAKE UP TO 6 WEEKS.
To receive an RA# email us at info@olhausenonline.com include the order number and item being returned and that it is unused and or unopened.
DO NOT RETURN ITEMS TO THE RETURN ADDRESS THAT IS ON THE SHIPPING LABEL. SOME ITEMS ARE DROP SHIPPED DIRECT FROM OUR MANUFACTURERS.
The customer is responsible for the shipping costs to and from the customer and or vendor unless it is a error of Olhausen Online or its vendors. We are not responsible for orders that have been accidentally ordered by a customer and would like to return it for some reason that is not our fault. We may charge a restocking fee for any order that were placed by accident.
PAYMENTSIf we are not able to fulfill your order for any reason your credit card will be refunded within 7-10 business days from the day the order was canceled or the item was returned and received by us. These times will vary depending on the type of credit card used, the credit card processor and the amount being refunded.
SHIPPING POLICY
Olhausen Online will ship any order using ground and air transportation services within the contiguous 48 states. Olhausen Online may reserve the right to use FedEx, UPS, USPS and trucking companies depending on your location and the products that you are ordering. If your order is being shipped out of the contiguous 48 states, or wish to expedite your shipping, you can calculate your actual shipping cost by placing the desired items into the shopping cart and filling in the "ship to" information then press continue to get an estimate.
You can expect to receive your order within 5-12 business days after the order ships from one of our warehouses using FedEx, UPS, or USPS shipping.
NOTE: Some products have different shipping lead times (see product description) due to the warehouse it is shipping from or it is possible the item is being drop shipped direct from the manufacturer.
Any items that are too large or too heavy to go by FedEx, UPS, or USPS will be shipped by common ground LTL carrier. Depending on where you live in the United States shipping times will vary. All items that ship by common carrier will be shipped on a pallet or cardboard box delivered to your driveway. The shipping company and Olhausen Online are not responsible for getting the purchased items delivered or setup in your home. Some companies may offer this service buy additional fees may apply.
We are NOT responsible for shipping or freight fees for items being forwarded to another address. Items that have been wrongly shipped to a customer will be sent a return label at no cost to the customer. We will only send a return label to the address the item or items were originally shipped too. We are in no way responsible for items that have been forwarded on to another customer or another address.
Once the item has been received back we will process that it hasn’t been used and we will process a refund. Please allow 7-10 days from when the item has been received back to our offices. Please include the order number on the outside of the box and include the receipt inside the box to ensure we process the return to the correct customer.
This policy does not affect the customer not being completely satisfied with a product.
RETURNS & EXCHANGES
We want to make sure that your experience with Olhausen Online.com is the best, and that is why we provide a Satisfaction Guarantee on most (not to custom ordered products) products that we sell. If you are not satisfied with your purchase within the first 30 days, you may return it to us for a refund or exchange. All returns when money is being credited back to the customer a 20% restocking fee will apply.
SPECIAL ORDERS
OLHAUSEN POOL TABLE SPECIAL ORDER PARTS (Rails, Legs, Aprons & Frames) are made and finished to order and will not be eligible for a return. Please be sure to order the correct item and color. If you are not sure what item or color you need please email us images of your table that you are trying to bu y parts for and we can help you get the correct parts and finish to match.
If you have placed a custom order item and the order has not made it to the finish department and is still bare wood then we can cancel the order with a 20% RESTOCKING FEE.
All exchanges are NOT subject to restocking fees but the customers are responsible for shipping fees to return the item or items back to our warehouse.
All orders being shipped outside of the United States and are being returned or exchanged is up to the customer to pay for the shipping.
After the first 30 days, will accept returns for exchanges only. Excludes custom orders like pool table covers made to order or pool cues that are custom engraved or have special tips requested. This does not include the manufacturers or 3rd party's return policies or a accidental orders.
In order to return a product, please email our returns department at info@olhausenonline.com (please be sure to include your contact information, order number and reason for returning the product.)
Once we receive your request, we will tell you where to send the item and to whom you need to send it to. You will be given 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 items, including any shipping costs that were incurred sending out your order, unless we shipped an incorrect or damaged item. In addition, if there were any customizations done on a product, such as a tip change, we cannot refund the cost of those services.
We are not responsible for orders that have been accidentally ordered by a customer and would like to return it for some reason that is not our fault. There is also a restocking fee for accidental orders that are returned.
The time frame may vary for returned items, it depends on the product and the manufacturer of that product. We do not always ship items from our warehouse here in San Diego depending on where the order is being shipped to we always find the closest warehouse to the delivery address to help with shipping costs and we have to receive confirmation from those warehouses that the order was received and inspected.
Standard refund times can run anywhere from 10-14 days from when the item is received back in our facility. We need to have time to receive it from our shipping department then it will need to be inspected to make sure that all the items are returned as they were shipped out originally and were not used in any way.
PROCESSING A RETURN
To process a return all you need to do is login to your account find the order you would like to return and follow the instructions.
When processing a return all you need to do is login to your customer account at the top of the homepage where it says "Sign In or Register". Once your sign into your account find the order you are looking to return and follow the steps.
Customers are responsible for cost of the shipping unless it was our mistake and the incorrect item was shipped.
SHIPPING
Olhausen Online will ship any order using ground and air transportation services within the contiguous 48 states and may decide to use another carrier then what the customer purchased only if the package will arrive to the customer sooner using a different carrier. Olhausen Online may reserve the right to use FedEx, UPS, USPS and LTL trucking companies depending on your location and the products that you are ordering. If your order is being shipped out of the contiguous 48 states, or wish to expedite your shipping, you can calculate your actual shipping cost by placing the desired items into the shopping cart and filling in the "ship to" information then press continue to get an estimate.
We are NOT responsible for shipping or freight fees for items being forwarded to another address. Items that have been wrongly shipped to a customer will be sent a return label at no cost to the customer. We will only send a return label to the address the item or items were originally shipped too. We are in no way responsible for items that have been forwarded on to another customer or another address. Once the item has been received back we will process that it hasn’t been used and we will process a refund. Please allow 7-10 days from when the item has been received back to our offices. Please include the order number on the outside of the box and include the receipt inside the box to ensure we process the return to the correct customer.
You can expect to receive your order within 5-10 business days if the item is in stock. All Special Orders may take anywhere from 3-4 weeks. Not all items are stocked due to a variety of sizes, colors and wood types.
After the order ships with standard standard FedEx, UPS, or USPS shipping. Any items that are to large or heavy to go by FedEx, UPS, or USPS will be shipped by common ground carrier. Depending on where you live in the United States shipping times will vary. All items that ship by common carrier will be shipped on a pallet or cardboard box delivered to your driveway. The shipping company and Olhausen Online are not responsible for getting the purchased items delivered or setup in your home. Some companies may offer this service additional fees may apply.
This policy does not affect the customer not being completely satisfied with a product.
FREIGHT DAMAGE
Olhausen Online is not responsible for lost or damaged items that are caused by the shipping/ freight company. We will do everything we can with the carrier to resolve the issue in a timely manner.
If an item is damaged in transit by any shipping carrier the customer must document the damages on the paperwork and the customer MUST REFUSE THE ITEM. Please take photos of the damages and have the driver return the damaged product back to the shipper. We MUST have pictures of the damaged product including the torn box and the products inside the box.
This policy does not affect the customer not being completely satisfied with a product due to the freight company's policies.
PAYMENT POLICY
Your credit card will be charged when your order is placed. If we are not able to fulfill your order for any reason your credit card will be refunded within 7-10 business days from the day the order was canceled or the item was returned and received by us. These times will vary depending on the type of credit card used, the credit card processor and the amount being refunded.
