FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Q: Do you ship worldwide, and how much does shipping cost?
A: Yes, we offer worldwide shipping to most countries. We provide Free Express Shipping on all orders over $800. For orders under $800, shipping rates will be automatically calculated at checkout based on your delivery address.
Q: How can I track my order once it has been shipped?
A: As soon as your order leaves our warehouse, you will receive a confirmation email containing your Tracking Number. You can use this number to check your package's real-time status on our website via the Track Order link in the footer.
Q: What is your return and exchange policy?
A: We want you to be absolutely in love with your LIZARD gear. We accept returns and exchanges within 14 days of delivery, provided the item is brand new, unused, with all original tags attached, and in its original packaging.
- Please note: Custom Series cue cases cannot be returned or exchanged unless there is a manufacturing defect.
Orders
Below are some of are common questions about orders
Q: How long does it take to craft and deliver a Custom Series cue case?
A: Every LIZARD Custom case is a masterpiece handcrafted by skilled artisans. The design communication and tailoring process typically takes 3 to 5 weeks, depending on the complexity of the design. Once completed, it will be shipped via the fastest available express courier. You can click Design Your Custom Cue Case – WhatsApp Us Today to start your bespoke journey now.
Q: Can I modify my shipping address or cancel my order after placing it?
A: To ensure you receive your gear as quickly as possible, our fulfillment team processes orders rapidly. If you need to change your address or cancel an order, please contact us within 2 hours of placing it. Once an order has been packed or shipped, changes cannot be made.
Q: What payment methods do you accept? Is it secure?
A: Your payment security is our top priority. Our online store features fully encrypted checkout systems. We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other secure, mainstream accelerated checkout options.
Products & Maintenance
Below are some common questions about our products
Q: What materials are LIZARD cue cases made of? Are they shockproof and waterproof?
A: LIZARD blends streetwear aesthetics with hardcore protection. We select premium, wear-resistant leathers—such as those featured in our Saddle Knight and Diamond Series. The interior features high-density, shock-absorbing padding to shield your cues from impacts. The exterior leather provides excellent daily water resistance against splashes and light rain.
Q: Do your cases accommodate both Snooker and Pool cues?
A: Yes, our product lines are precisely engineered for different cue types. We offer dedicated 2-Slot Snooker and 3-Slot Snooker cases designed for snooker cue dimensions, as well as ultra-stylish setups for American Pool cues. Please verify the slot specifications on the specific product details page before purchasing.
Q: How should I clean and maintain my leather cue case?
A: To keep your case looking fresh and extension-ready, follow these simple tips:
- Avoid prolonged exposure to direct sunlight or extreme humidity.
- If it gets wet or dirty, gently wipe it down immediately with a clean, soft, damp cloth and let it air dry in the shade.
- We recommend applying a premium leather conditioner periodically to maintain its signature streetwear luster and suppleness.