Unchalked cues are returnable for 30 from the invoice date, less any chargeable options added to the cue.
We would prefer that you send the item using a shipping method that will provide you with a tracking number, and require a signature upon delivery. Please make sure that the shipping is prepaid and the package is insured for full replacement value. Please enclose a short note that includes your name, phone number, and include a street address or a place where someone will be available to sign for a package, since we return items by FedEx. Please mark the areas in question on the product with colored tape or masking tape, so we can find them easily, and make sure that your note describes their location. Our normal turnaround time is about four weeks, usually less. This includes the shipping time by ground to you. If this turnaround time becomes a problem for you, tell us. We can sometimes “rush” repairs through for special situations, please let us know.
Please insure your Viking Cue® for its full value when you send it to us. Use a shipping method that provides a tracking number and requires a signature upon delivery, to ensure that your product will arrive safely to our service department.
The Warranty Department does not require or issue return authorizations for items being returned for evaluation and repair. Once we receive your product, we will assign a repair order number to it, and send a postcard notification with the repair order number and an initial status report.
As stated in our warranty policy, the customer pays the shipping charges to send products to the Warranty Department. Viking Cue® will absorb the return shipping charges. If you request that we return your product by UPS Overnight or 2nd Day Air, the additional shipping charges will be billed to you. Shipping charges for all non-warranty repairs are at the owner’s expense.
Our typical turnaround time is 6-8 weeks from the time we receive your product until it is returned to you. In some cases we can get it back to you sooner. In rare cases, it may take longer. During peak season our turnaround time can stretch to six weeks. If your product needs to be sent out to be cleaned, you may expect up to two additional weeks before it will be returned to you.
The cost of non-warranty repairs varies from one repair to another, depending on the cost of the materials and length of time it takes for us to do the repair. If you are concerned about the expense, you can ask us to notify you of the repair costs. After your product is assessed, we will send you a postcard with a final estimate, and request that you call us to approve the charges. You may also give us a limit, i.e. “Please notify me if the repair charges exceed $50.”
In special cases, if you need your repair back before the normal expected turnaround time, we can do a rush repair for you for no additional charge. To request a rush, please send your product to us by way of Federal Express, UPS 2nd Day Air, or some other speedy means. Please write RUSH in big letters on the box. Include a note, asking us to do a rush repair, with your name, address, and phone number. Please explain what the necessary repairs are, and give us the date you need your product back. We will do all we can to see that you have it back in time.
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