FAQ

Short answers to the things people ask most. If yours isn't here, email support@fairwayandember.com and you'll get a real reply.

Shipping

Where do you ship?

The contiguous 48 states. Not Alaska, Hawaii, US territories, PO boxes, or international addresses yet.

How long does it take?

Depends what you bought.

Cigar accessories and other small parcel items process in 1 to 3 business days and usually land 3 to 7 business days after that.

Simulator gear is a different animal. Impact screens and enclosures are made to order, nothing sits on a shelf waiting, so plan on 2 to 3 weeks from order to delivery. We'd rather quote you three weeks and get it there in two than the other way around.

Freight pieces like humidor cabinets and enclosure pipe frames take longer still, and the estimate comes on your order confirmation.

What does shipping cost?

Rates show at checkout before you pay. What you'll owe depends on the item and where it's headed, since a freight cabinet costs a lot more to move than a cutter does.

Who actually ships it?

The supplier does, straight from their US warehouse. Skips a middle step and gets it to you faster. You'll get a tracking number by email the moment it leaves.

Anything special about freight orders?

Yes. Large cabinets and some enclosure framing may need a signature, and most are curbside delivery, meaning the driver gets it to your driveway and not into your basement. If you don't have a loading dock, the truck needs a lift gate, and that's built into the freight charge. We'll coordinate scheduling with you on those.

Returns and problems

Can I return something?

30 days from delivery. Unused, original condition, original packaging. Email us with your order number and why, and we'll send instructions and the return address.

Why do you need to send me a return address?

Because it changes by product. Everything ships from the supplier, so the item goes back where it came from. Don't ship anything back before we confirm where it goes, or it can get lost in the shuffle and slow your refund down. Any restocking fee gets confirmed when we approve the return, for the same reason.

It showed up damaged. Now what?

Tell us within 48 hours and send photos. Replacement or refund, and it costs you nothing. The 48 hours matters, so open the box the day it lands even if you're not ready to set it up.

What can't be returned?

Custom, personalized, or engraved items are final sale. Only exception is if it arrives damaged or defective.

When do I get my money?

5 to 7 business days after we receive and inspect the return, back to the card you paid with. Original shipping isn't refunded unless we're the ones who got it wrong.

Golf simulators

Do you install simulators?

No. We sell the gear and hand you clean orders. Plenty of installers do good work locally, and the manufacturers keep lists.

How do I know what enclosure size I need?

Measure your ceiling first. Height kills more sim builds than width does. Once you know your ceiling, the rest is easy, and the enclosure page walks you through screen material and size with the price updating as you pick. Need something outside the six standard sizes? Get in touch and we'll quote it.

Is there a warranty on impact screens?

No, and anyone who tells you otherwise is selling you something. Impact screens are wearable goods. A screen in a commercial bay running most of the day will not last like one in a garage that sees a few sessions a week, so nobody puts a number on it. Some go six months. Some go five years.

That said, early failure is a different conversation. A seam letting go or a tear in the first couple of weeks is a defect, not wear, and the manufacturer stands behind it. Get in touch and we'll take care of you.

How do I make a screen last?

Hit from 10 feet. That's the spec, and creeping up to 8 feet is the most common reason a screen wears out early. Ball speed and ceiling height matter too, but distance is the one people get wrong.

Something broke. Who handles it?

Start with us. Powered gear like launch monitors, electric caddies, and electronic humidors carries the manufacturer's warranty, and we'll work the claim with you instead of handing you a support number and disappearing. For anything else, tell us what happened and send photos. We can sort out most of it, and when we can't, we go to the manufacturer on your behalf.

Odds and ends

Do you sell cigars or bourbon?

No. Accessories only. Humidors, cutters, lighters, decanters, glassware. Selling actual tobacco or alcohol takes a different set of licenses and it's not the business we're in.

Why are your prices the same as everywhere else?

Because most of these brands set a minimum advertised price and we honor it. That's the deal for being an authorized dealer, and being authorized is what makes your warranty good.