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.