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How do I place my game room order?

We're here to help you create the game room of your dreams. If you're comfortable shopping online, add the items you want to you cart and checkout. If you would like a more personal touch, or if you have questions or concerns, visit one of our showrooms or give us a call at 972-247-3001.

How do I track my order?

Within 2 business days of placing your order online, a team member from the Universal Billiards Sales & Service team will call and/or email you to schedule the time and date for delivery and installation of your order. For orders that require longer production or procurement timelines, a Universal Billiards team member will track the progress of your project and provide regular updates via phone and/or email until it is ready to be scheduled for delivery and installation.

Can I return or exchange an item?

Please refer to our Refund Policy for information regarding returns and exchanges at Universal Billiards. Please note that many products available for purchase are not eligible for returns or exchanges or may incur a restocking fee if returned. If you have any questions or concerns, please contact us directly before making a purchase.

How can I make a change to my order?

Contact Customer Service at 972-247-3001 as soon as possible to inquire about making changes to your order. Our customer service team will review your order change request with you and go over any and all considerations regarding timelines, finances, etc. in-person or over the phone. Please note that we cannot accept changes or cancellations on some items, view our Refund Policy for details.

Why is the price for an item different from when I added it to the shopping cart?

Prices are subject to change. This includes, sales, promos, and temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.

What payment methods are available?

Online, we accept credit card payments only. In-store, we can accept cash, check, credit card, Synchrony Home financing, or purchase order (eligible business accounts only).

Delivery & Installation

What shipping options are available?

We do not ship. Instead, we exclusively offer White Glove Delivery & Install. Read our Delivery Guide or contact us if you have questions or concerns.

Do you offer Certificate of Insurance (COI) for deliveries?

Yes, our service department can provide Certificate of Insurance (COI) where needed.

Can I delay the delivery of my order?

If you wish to place an order but delay its shipment to a later date, please contact our team directly at 972-247-3001 and one of our sales associates will be happy to assist you.

Where can I ship to?

Our service team can deliver and install your project to any address in the lower 48. As long as you have paved road leading up the delivery site and the product can fit through any entryways, elevators, or stairs necessary, our in-house mechanics can get it done. Please see our White Glove Delivery & Install guide for full details.

Can I ship to foreign countries?

No, we only sell and deliver to the lower 48 within the United States.

Businesses & Designers

What services do you offer for businesses or interior designers?

We provide dedicated game room sales and services to interior designers, home developers, hotels, and businesses. Contact our Sales Team at 972-247-3001 to get help with setting up your business account. With both in-stock products and custom solutions, we can accommodate projects large or small. Get help with product information, quotes, order placement, installation and more. Tax-exempt purchasing online and in stores. Let us help with order placement, tracking, project management, private shopping for you and your client, and turnkey solutions with White Glove Delivery & Install driven directly from our Dallas warehouse to your install site (within lower 48) by our in-house mechanics.

Can I customize an item with a company logo?

Yes, many of our items can be customized with a company logo or family crest. Within 2 business days of placing an order with a custom option, our customer service team will reach out to you with instructions. Additional graphic design services are available at an additional charge. Please note that we do not offer returns on personalized or customized products. You will be provided with a mock-up of your design for approval before it enters production. Once approved, no changes can be made.

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