Frequently asked questions

Two ways: browse the catalog and check out directly, or start a custom build through Design Your Cue or our contact form. For a fully custom commission, we'll put together a build spec with you before anything is ordered — see our process.

No — catalog checkout works as a guest. Creating an account is optional and mainly useful for tracking order status and history afterward.

It depends on the complexity of the build and our current queue. We'll give you a realistic timeline during your consultation once we know what you're after.

Card payments, processed securely through Stripe.

For custom builds arranged through our team, yes — we can split payment into a deposit and a balance. Catalog orders placed through the cart are paid in full at checkout.

Shipping details — cost, carrier, and timeline — are confirmed with you directly as part of your order, since they depend on what you're ordering and where it's going.

Reach out through Contact as soon as you can and we'll work with you — the sooner you reach out, the more options we have, especially once a custom build is underway.

Yes. We back every cue we make and stand behind it long after it leaves the shop — reach out through Contact if something's not right.

Keep it in a case when it's not in use, and avoid leaving it somewhere with extreme heat, cold, or humidity swings — those are the most common causes of warping over time.