Shipping, Installation & Customer Policies
At Doc & Holliday, we want your delivery and installation experience to feel smooth, clear, and well handled from start to finish. Because many of our products are oversized, heavy, specialty game room pieces, certain delivery, installation, cancellation, return, and claim policies apply.
By placing an order with Doc & Holliday, customer acknowledges and agrees to the terms outlined in this policy, including all applicable fees, charges, limitations, and conditions. These policies are binding at the time of purchase and may not be modified after an order is placed unless approved in writing by Doc & Holliday.
All orders, shipments, claims, returns, refunds, credits, cancellations, and exceptions are subject to review and approval by Doc & Holliday in our sole discretion, as permitted by law.
Shipping Area
Doc & Holliday ships eligible products to addresses within the 48 contiguous United States. We do not ship to P.O. boxes, APO/FPO addresses, Alaska, Hawaii, or international destinations unless otherwise approved in writing.
Factory pick-up, warehouse will-call, and customer-arranged freight pick-up are not available unless expressly approved in writing by Doc & Holliday.
White-Glove Delivery & Installation
White-glove delivery and installation is required for all Doc & Holliday pool tables, shuffleboard tables, and other oversized game room items unless otherwise stated in writing by Doc & Holliday.
Doc & Holliday coordinates delivery through third-party freight carriers, logistics providers, and qualified installation professionals. Delivery and installation scheduling is subject to product availability, freight timing, installer availability, customer availability, site readiness, and confirmed access conditions.
White-glove service generally includes professional delivery to the residence or business, placement in the room of choice, standard assembly and installation, and removal of ordinary packaging debris. Services may vary by product, destination, building access, installer availability, and the scope of work required.
Installation services are performed by independent third-party professionals. Doc & Holliday is not responsible for site conditions, access limitations, building restrictions, concealed obstacles, inaccurate measurements, or unforeseen requirements that may impact delivery or installation.
Logistics, Access & Additional Fees
Additional fees may apply for logistically challenged delivery or installation locations, including but not limited to stairs, long carries, tight access points, limited parking, elevator restrictions, freight elevators, cranes, lifts, rural or remote delivery areas, restricted access locations, commercial locations, rescheduling, storage, difficult room placement, or any additional labor, equipment, or handling required to complete delivery and installation.
Customer is responsible for ensuring the delivery location is accessible, safe, and ready prior to the scheduled appointment. This includes clear pathways, adequate room dimensions, elevator access where applicable, parking access, and any building, HOA, property-management, insurance, loading dock, or delivery approvals required.
Customer is responsible for all logistical, access-related, delivery, installation, storage, rescheduling, and special-handling costs, whether identified before, during, or after delivery and installation.
Any additional charges incurred by Doc & Holliday from third-party carriers, installers, or logistics providers will be passed through to the customer and are due upon receipt. These charges are non-refundable under all circumstances, including in the event of a return, cancellation, refused delivery, or order dispute.
Shipping & Delivery Costs
Shipping, freight, white-glove delivery, and installation charges vary by product, destination, and service level. Any shipping or installation cost shown at checkout, on an invoice, or in a written quote applies only to the standard services specifically stated.
Additional fees may apply for logistically challenged locations, special handling, non-standard service requirements, or conditions outside standard white-glove delivery and installation.
Accessories and smaller items may ship separately by UPS, FedEx, common carrier, freight carrier, or another parcel service. Applicable shipping charges will be shown at checkout or quoted separately.
Wall-Mounted Accessories
Unless specifically stated in writing, installation partners do not install, mount, or hang wall cue racks, dartboard cabinets, artwork, lighting, televisions, shelves, mirrors, or other wall-mounted accessories. Customer is responsible for securing a qualified professional for any wall-mounted installation.
Order Timing
Estimated delivery and installation timelines vary by product, inventory status, production schedule, destination, freight availability, and installer scheduling. Any delivery estimate provided by Doc & Holliday is an estimate only and is not a guaranteed delivery date.
In-stock accessories and smaller items typically ship within 3–7 business days unless otherwise stated.
Pool tables, shuffleboard tables, custom items, special-order items, and large freight items may require additional processing, production, freight transit, and installation scheduling time. USA-made products have varying lead times and may take approximately 4–14 weeks depending on the item, finish, production schedule, vendor availability, and order details. Lead times are estimates only and do not guarantee a specific delivery or installation date.
For items requiring white-glove delivery and installation, tracking and delivery coordination details will be shared once available. After the item is received by the assigned white-glove billiard installer or delivery partner, the installer will contact the customer directly to schedule the delivery and installation appointment.
Customer must be available during the scheduled delivery window and must ensure the site is ready, accessible, and approved for delivery and installation before the appointment.
Delays may occur due to manufacturing, material availability, freight conditions, weather, regional installer availability, customer scheduling, building access, or other factors outside of Doc & Holliday’s direct control.
Delivery Inspection & Damage Notation
An adult customer or authorized representative must be present at the time of delivery to inspect and sign for the shipment. All products must be inspected upon delivery and, where applicable, again during or immediately after installation.
Any visible damage, shortage, missing item, or delivery concern must be clearly noted in writing on the Proof of Delivery, bill of lading, delivery receipt, or installation completion form before signing. Customer should also document the issue with clear photographs.
If no visible damage is present at the time of delivery, customer should note “possible concealed damage” before signing any delivery paperwork. Signing without notation confirms acceptance in good condition and may limit or void the ability to file a freight claim, damage claim, replacement request, or service claim.
Damage, Missing Parts & Limited Defect Coverage
Doc & Holliday stands behind the condition of products at the time of delivery. This policy is intended to address approved damage, missing parts, or defects in materials and workmanship reported within the applicable claim period. It is not a wear-and-tear warranty and does not cover normal use, aging, maintenance, or post-delivery damage.
Doc & Holliday provides a limited one (1) year warranty against defects in materials and workmanship under normal residential use. This limited coverage begins on the original date of purchase, applies only to the original purchaser, and is not transferable.
If Doc & Holliday determines that an approved damage claim, missing part claim, or covered defect exists, Doc & Holliday may, in our sole discretion, provide replacement parts, repair the affected component, refinish the affected component, replace the item, substitute a comparable item, issue a partial credit, or provide another remedy we determine appropriate.
If an exact product, part, material, or finish is no longer available, Doc & Holliday may substitute a comparable item of similar style, quality, and value.
How to Submit a Claim
To submit a damage, missing part, or warranty claim, customer must contact Doc & Holliday in writing as soon as the issue is discovered.
All claims must be submitted to sales@docandholliday.com and must include the customer name, order number, delivery address, proof of purchase, a clear description of the issue, and photos or videos showing the damage, missing part, packaging, shipping labels, and any affected product areas.
For freight or delivery-related damage, customer must also provide a copy or photo of the Proof of Delivery, bill of lading, delivery receipt, or installation completion form showing any damage notation made at the time of delivery.
Customer must keep all packaging, boxes, pallets, crates, and damaged parts until Doc & Holliday confirms the claim review is complete. Claims may be delayed, limited, or denied if required photos, paperwork, packaging, or damaged parts are not available for review.
Doc & Holliday may request additional photos, videos, measurements, installer notes, freight documents, inspection, return of parts, or other information before approving or denying a claim.
What Is Not Covered
This policy does not cover normal wear and tear, felt, cloth, pockets, cushion rubber, leather wear, cosmetic aging, finish variation, wood movement, checking, minor color variation, leveling after installation, routine maintenance, misuse, abuse, neglect, improper care, improper storage, improper installation, relocation, disassembly, reassembly, unauthorized repairs, accidents, water damage, fire, weather, natural disasters, commercial or institutional use, floor samples, clearance items, final-sale items, or damage caused after delivery.
This policy does not cover customer preference, buyer’s remorse, color expectations, photo-to-product variation, natural grain variation, room-fit issues, access issues, measurement errors, or changes in the customer’s space after purchase.
Unless expressly approved in writing, warranty coverage and damage claims do not include freight, labor, installation, reinstallation, service calls, special handling, access charges, storage, packaging, crating, or third-party costs.
Product Photos, Finishes & Natural Variation
Product photos are provided for general visual reference and may not represent the exact item received. Natural wood grain, finish tone, texture, distressing, knots, mineral streaks, hand-applied finishes, fabric dye lots, leather markings, metal finishes, and material characteristics may vary from photos, samples, showroom displays, or prior production runs.
Subtle variations in grain, tone, color, texture, sheen, markings, and finish are normal and are not considered defects. Variations caused by lighting, photography, screen settings, production runs, natural materials, or hand-finishing techniques are not grounds for a warranty claim, return, refund, cancellation, or replacement unless Doc & Holliday determines otherwise in writing.
Order Cancellations
Cancellation requests may be approved or denied by Doc & Holliday in our sole discretion, as permitted by law.
Orders canceled prior to shipment are subject to non-refundable payment processing fees, including merchant credit card fees and transaction costs incurred at the time of purchase. These fees will be deducted from any applicable refund because they are charged by third-party payment processors and are not recoverable by Doc & Holliday.
Orders that have entered processing, routing, production, customization, crating, fulfillment, freight transfer, or installation scheduling may be subject to additional charges, including restocking fees, freight costs, crating charges, storage fees, vendor fees, custom production costs, administrative costs, and any expenses already incurred.
USA-made products, custom products, special-order products, and made-to-order products may not be eligible for cancellation once production, sourcing, routing, scheduling, or fulfillment has begun.
Returns
All return requests require prior written authorization from Doc & Holliday. Return requests may be approved or denied by Doc & Holliday in our sole discretion, as permitted by law.
Approved returns are subject to a 20% restocking fee, plus all outbound and return freight costs, regardless of any free shipping promotion, discounted shipping offer, or promotional delivery arrangement.
USA-made products, custom products, special-order products, made-to-order products, clearance items, final-sale items, and any product that has been installed, assembled, modified, used, or had installation initiated are final sale and not eligible for return.
Customer is responsible for all return shipping, freight, insurance, packaging, handling, installation, access, service, storage, and logistical fees incurred. Original outbound shipping, freight, white-glove delivery, installation, crating, payment processing, and service fees are non-refundable.
Returned items, when approved, must be unused, uninstalled, undamaged, in new and saleable condition, in original packaging, and with all components, hardware, accessories, and documentation included.
All returned items are subject to inspection upon receipt. Refund eligibility and refund amount are determined after inspection. Additional deductions may apply for missing packaging, missing parts, damage, wear, installation marks, freight damage caused by improper packaging, or any condition that prevents the item from being resold as new.
Refused Shipments
Refused shipments not due to verified damage are treated as unauthorized returns and are subject to restocking fees, round-trip freight charges, storage fees, service fees, and any additional costs incurred by Doc & Holliday.
Customer remains responsible for any costs associated with refused shipments, missed appointments, failed delivery attempts, incomplete site readiness, or access issues that prevent successful delivery or installation.
Refund Processing
Refunds, if approved, are issued only after returned items are received, inspected, and approved by Doc & Holliday. The final determination of refund eligibility and refund amount rests with Doc & Holliday, as permitted by law.
All applicable restocking fees, freight charges, installation charges, payment processing fees, storage fees, service fees, and other non-refundable costs will be deducted from any approved refund.
USA-made products, custom products, special-order products, made-to-order products, installed products, and final-sale items are not eligible for refund unless otherwise required by law.
Chargebacks & Payment Disputes
Customer agrees to contact Doc & Holliday directly to resolve any issue before initiating a chargeback or payment dispute. Doc & Holliday reserves the right to dispute any chargeback and provide supporting documentation, including order records, policy acceptance, delivery records, installation records, photographs, communications, and signed delivery or installation documents.
Limitations
To the fullest extent permitted by law, Doc & Holliday is not responsible for incidental, indirect, special, or consequential damages, including loss of use, inconvenience, property damage, missed appointments, contractor fees, designer fees, installation delays, business interruption, or third-party charges.
No employee, dealer, installer, representative, contractor, or third party may modify this policy unless confirmed in writing by Doc & Holliday.
Final Authority
Doc & Holliday reserves the right to update, modify, or clarify this policy at any time without prior notice. The policy in effect at the time of purchase will apply to that order unless otherwise required by law.