Delivery Policy
1. Shipping Overview
At Q-wai. Ltd., we aim to process and dispatch orders for our billiard cues, tips, and maintenance products as efficiently as possible.
Standard orders are typically processed and dispatched within 1–4 business days. Custom cues may require additional time depending on the specifications and delivery timeline agreed upon with the customer.
Once your order has been handed over to the courier, you will receive a confirmation email with tracking details.
2. Authorized Carriers
To ensure the safe delivery of your professional billiard equipment, we ship using trusted international carriers, including:
DHL
Aramex
3. Delivery Timelines
Delivery times generally range from 3–14 business days, depending on the destination, shipping service selected, and the courier’s logistics network.
Please note that these are estimated delivery times and may vary due to circumstances beyond our control, including carrier delays, customs clearance, public holidays, or other unforeseen logistical issues.
Custom cues may have longer processing and delivery times based on the specifications and timeline agreed upon with the customer.
4. Shipping Destinations & Customs
We offer worldwide shipping to customers in the United Kingdom, Europe, and other international destinations.
International orders may be subject to local import duties, taxes, customs fees, or other charges imposed by the destination country. These charges are the sole responsibility of the customer.
Customers are responsible for ensuring that the products ordered can be legally imported into their destination country.
5. Order Tracking
All shipments include tracking. Once your order has been dispatched, tracking information will be provided by email.
You can monitor your shipment through the official tracking portal of the relevant courier using the tracking information provided.
6. Damaged or Lost Packages
If your order arrives damaged, please contact us at [email protected] as soon as possible.
Please include clear photographs of the packaging, shipping label, and damaged product so that we can assess the issue and work with the carrier to resolve it.
For packages that are delayed or reported as lost, Q-wai. Ltd. will work with the relevant courier to investigate the shipment and assist in resolving the issue.