Shipping, Installation & Policies
Follow our guide to receiving your Sawyer Twain shipment here
*Some exclusions apply.
The following Shipping, Delivery, Installation, Returns, and Privacy policies apply to all purchases from Sawyer Twain unless otherwise stated in writing. All orders, claims, returns, refunds, credits, replacements, and exceptions are subject to review and approval by Sawyer Twain, in our sole and absolute discretion and as permitted by law.
Freight Shipments
Most game tables now ship with white-glove delivery and professional installation for a complete, risk-free experience. Curbside delivery is rarely offered and must be pre-approved by Sawyer Twain. The freight carrier will contact you to schedule a delivery window. An adult must be present to sign for the shipment.
Inspect all cartons carefully upon delivery. If packaging shows damage (scratches, dents, tears, etc.), note it clearly on the Proof of Delivery (POD) and take photos. If no visible damage is apparent, write “possible concealed damage to contents of crate(s)” before signing. Signing free and clear confirms you received the shipment in perfect condition.
Shipping timelines vary by product and manufacturer. In-stock Plank & Hide Co. and Nixon Billiards tables generally ship within 1–3 weeks. Delays caused by weather, freight availability, or other conditions beyond our control do not constitute grounds for cancellation. Orders canceled due to delay are subject to a 10% restocking fee and round-trip shipping charges.
Ground Shipments
Ground shipments may not require a signature but must be inspected immediately. Report any damage to support@sawyertwain.com within 1 business day, including photos. If a driver refuses inspection, write “driver refused inspection — possible concealed damage,” sign, and take photos.
Do not refuse ground shipments unless completely destroyed. Damages are resolved faster when the product remains in your possession. Our team will coordinate repairs or replacements once notified.
Preparing to Receive Your Shipment
- Have adequate help for curbside deliveries.
- Ensure freight trucks can access your property safely.
- Inspect all freight before signing delivery documents.
Missed appointments or failure to respond to carrier contacts may result in storage and re-delivery fees. If delivery cannot be completed within 3 days, the shipment returns to the manufacturer. Customers are responsible for both-way freight, restocking, and storage charges.
General Shipping & Installation Information
Customers must ensure that the product can be delivered and installed in the desired location. Installers may require loading docks, freight elevators, or parking access. Customers must coordinate building permissions and accessibility before delivery.
Shuffleboards and other oversized pieces may not fit through certain doorways, halls, or stairs. Any special handling or extra equipment required (cranes, lifts, long carries, etc.) and any rural-delivery surcharges are the customer’s responsibility.
Installation, Access, and Specialty Service Fees
Standard delivery and included white-glove installation cover only the services listed on your order. Any additional or access-related services (stairs, cranes, long carries, rural surcharges, parking fees, etc.) are the customer’s responsibility. These additional installation or access fees are non-refundable, even if a return or cancellation is later approved. Sawyer Twain may directly bill these costs as needed.
White-Glove Installation
Most tables now include or require white-glove installation by certified professionals. Orders ship directly to a licensed billiards technician. Once production is complete, Sawyer Twain coordinates delivery and setup. Typical lead time from purchase to installation is 2–4 weeks depending on location and season.
Professional Installation
If you’ve chosen professional installation as an add-on, your item ships curbside first. After delivery, a certified installer schedules setup, unboxes, positions, levels, and inspects your table.
Reporting Damage
Inspect deliveries thoroughly before signing. Have the driver note “damaged” on all receipts if you see damage and take photos. Notify support@sawyertwain.com within 1 business day and provide photos within 5 days. Failure to notate visible damage voids the right to a carrier claim and replacement.
Do not refuse shipments unless completely destroyed. In most cases, parts can be replaced quickly by our team.
Manufacturer Defects & Warranty
Manufacturers stand behind their craftsmanship. Report any defect within 10 business days of delivery and include photos within 5 days of reporting. Resolution of manufacturer claims is at the manufacturer’s discretion.
Product warranties are provided solely by the manufacturer. Coverage applies only to proper residential use unless otherwise stated. Using non-commercial products in a commercial or institutional setting voids all warranty coverage.
Additional Fees
Fees for missed appointments, re-delivery, storage, or product refusals are the customer’s responsibility and non-refundable. Such fees may be charged automatically to the payment method on file or invoiced separately.
Delivery & Installation Disclaimer & Hold Harmless Agreement
Delivery and installation are performed by independent third-party contractors, not employees or agents of Sawyer Twain. While reputable providers are used, Sawyer Twain is not responsible for their actions, omissions, or workmanship.
By completing your purchase, you agree to indemnify and hold Sawyer Twain harmless from any claims, damages, or liabilities arising from delivery or installation, including property damage or injury. All related disputes are subject to binding arbitration in Maricopa County, Arizona.
Risk-Free Buying Policy
Sawyer Twain’s “Risk-Free Buying” guarantee ensures that every order receives hands-on coordination—from production through professional installation—to confirm your product arrives in perfect condition and performs as intended. This guarantee does not mean free returns or unconditional refunds. All purchases remain subject to Sawyer Twain’s Return Policy and approval at our sole discretion. “Risk-Free” refers exclusively to replacement, repair, or service support provided in cases of verified shipping damage or manufacturing defect when reported according to our inspection and delivery policies.
Returns
All returns require written authorization (Return Authorization Code – RAC). To request one, email support@sawyertwain.com within 10 days of delivery. Returns must be in original packaging, undamaged, and picked up within 14 days.
Approved returns receive a refund less all shipping costs and a 15% restocking and processing fee. Original, return, and any installation or white-glove service fees are non-refundable. If installation has occurred or been scheduled, those charges still apply. Custom and made-to-order items, custom cloth/felt, and any installed tables are final sale.
All returns, exchanges, and exceptions are subject to review and approval at Sawyer Twain’s sole and absolute discretion. Even when a return is approved, applicable restocking, shipping, and installation fees will apply.
Custom, Specialty & Made-to-Order Cancellations
Custom and made-to-order products must be canceled within 48 hours of purchase. After that window, cancellations or refunds are not permitted. Extended production times do not justify cancellation. Customers will receive updates if delays occur.
Order Cancellations
Orders canceled before billing incur no penalty. Orders canceled after billing but prior to shipping are subject to a 10% restocking fee and any mandatory merchant processing fees charged by the payment provider. Once an order has shipped or been prepared for shipment, cancellations are treated as returns and subject to all applicable shipping, restocking, and installation fees.
Sawyer Twain reserves the right to cancel any order for any reason, including suspected fraud, pricing errors, or inventory inaccuracies. In such cases, full refunds will be issued unless the order has already shipped or entered production.
Handmade & Made in USA Items
Select products offered by Sawyer Twain are handcrafted or made in the USA. These items are built to order, may include natural variations in wood grain, finish, or texture, and are considered unique works of craftsmanship—not mass-produced goods. Such distinctions are not considered defects and do not qualify for return or exchange.
All handcrafted, custom, and made-in-the-USA products are non-returnable and final sale once production has begun. Due to the individualized nature of these builds, cancellations or refunds cannot be accepted after fabrication or finishing has started.
Product images on our website are intended as visual representations. Minor variations in tone, texture, or finish are expected and celebrated as part of the design process.
Purchase Agreement
By completing your purchase, you agree to all policies herein. It is your responsibility to inspect your order upon delivery and report issues promptly. All approvals, refunds, or exceptions remain subject to Sawyer Twain’s review and discretion.
Legal Notice, Governing Law & Dispute Resolution
All sales, deliveries, returns, installations, and services provided by Sawyer Twain LLC are governed by these Terms. Sawyer Twain may interpret, modify, or enforce them at our sole and absolute discretion.
These Terms and Conditions apply to all transactions within the United States and are legally enforceable in all U.S. jurisdictions. All disputes, regardless of customer location, are governed by and construed in accordance with the laws of the State of Arizona.
All returns, exchanges, replacements, or cancellations—whether full or partial—require written approval by Sawyer Twain. Approval of any request does not waive fees. All related costs, including restocking, shipping, handling, and installation, remain the customer’s responsibility even if a return is authorized.
Limitation of Liability
To the fullest extent permitted by law, Sawyer Twain shall not be liable for indirect, incidental, consequential, special, or punitive damages arising from or related to any purchase, delivery, installation, or use. In all cases, Sawyer Twain’s liability is limited to the original purchase price, less applicable fees and costs.
Indemnification
You agree to indemnify, defend, and hold harmless Sawyer Twain LLC, its affiliates, owners, employees, contractors, and partners from any claims, losses, damages, liabilities, costs, or expenses (including attorney’s fees) arising from your purchase, delivery, installation, or product use.
Governing Law & Arbitration
These Terms are governed by the laws of the State of Arizona. All disputes shall be resolved exclusively through binding arbitration in Maricopa County, Arizona, under the rules of the American Arbitration Association. The arbitration award is final and may be entered in any court of competent jurisdiction. You waive all rights to pursue any claim outside arbitration or to participate in a class action against Sawyer Twain.
Waiver of Implied Warranties
Except as expressly stated in writing by the manufacturer, Sawyer Twain makes no warranties, express or implied, including any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. All products are sold “as is” and “as available,” subject solely to manufacturer warranty.
No Modification by Third Parties
No statement or assurance by any third party, installer, or Sawyer Twain representative—oral or written—shall modify or supersede these Terms unless authorized in writing by an officer of Sawyer Twain LLC.
Chargebacks & Payment Disputes
By ordering, you agree that any chargeback or payment dispute filed without first contacting Sawyer Twain constitutes a breach of these Terms. Sawyer Twain reserves the right to recover all costs, fees, and damages, including attorney’s fees, arising from unauthorized chargebacks or reversals.
Entire Agreement & Severability
These Terms constitute the entire agreement between Sawyer Twain and the customer. If any provision is found invalid or unenforceable, the remaining provisions remain in full effect to the maximum extent permitted by law.
Contact Us
Sawyer Twain
4747 E Camelback Rd Suite 408
Phoenix, AZ 85016
800-503-0531
support@sawyertwain.com
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