GAME ROOM SHOP'S SHIPPING & RETURN POLICY
IMPORTANT: By placing an order, you agree to all the terms and conditions outlined here & our Store Policies which are legally binding and govern our transactions. These policies were written to protect you!
Our goal is to provide a superior customer-service experience no matter what. But if you break our outlined policies (which are based on the requirements of manufacturers, distributors, shippers, and installers), our hands are tied and there may no longer be anything we can do to help you coordinate refunds or replacements with said parties.
Please make sure you've read these policies carefully as it is your sole responsibility to understand all terms outlined. If you still have any questions or concerns, please contact us. We're happy to help!
ORDER CONFIRMATION
You will receive a confirmation e-mail immediately after placing your order. Review the delivery and payment details carefully. If anything needs to be corrected, please contact us immediately. Additional fees will be collected if shipping/billing information must be corrected after shipment, due to customer error/typo.
Please review your order confirmation for accuracy and contact us for any changes. For time sensitive matters, reach out via all forms of communication listed above until your inquiry is acknowledged.
SHIPPING
- Orders are processed the same day they are received.
- Standard orders typically ship within 7-10 business days.
- Made-to-order items and custom orders may take 2-4 weeks to ship, depending on the manufacturer.
- Lead and delivery times vary by manufacturer. Any delivery time frames listed are just estimates and not guaranteed.
- If the item you purchased is out of stock, we will place a backorder and notify you as soon as it is ready for shipment.
Most large items and game tables ship via freight. As you'll see below, the process is more complex than ground (UPS/FedEx) shipments.
Pick a Delivery Method
NOTE: By ordering from Game Room Shop and selecting any of the delivery methods below, you are acknowledging that the product is able to fit through your entryway(s). If the product arrives and is too large to maneuver to your room of choice, any fees associated with dismantling/reassembly or returning it are your responsibility.
The following shipping options are available for most products sold. (See Brand Specific Notices & Policies below for exclusions).
Free Curbside Delivery: $0 (on orders $100+*, for a limited time)
We currently offer free curbside delivery on most freight orders within the contiguous United States. The delivery driver will pull up to your curb. You must remove the item from the truck yourself. The driver is not required to help. He may choose to (or not) at his own discretion. We strongly recommend Liftgate Delivery and having a second pair of hands to help you.
If you are unable to remove the item from the truck, storage fees and/or return shipping fees may be incurred at your expense.
*Orders under $100 will be charged a $14.95 Ground shipping rate
Curbside Liftgate Delivery: $159 per shipment
The driver will remove the item from the truck for you and place it on the curb. It is your responsibility to then move the item inside. We recommend having a dolly and a friend to help. You may upgrade to Liftgate Delivery at the time of purchase or after by clicking here.
Threshold (Front Door/Garage) Delivery: $267 per shipment
With this premium shipping upgrade, the driver will use a lift gate to unload the item(s) from the truck and place them by your front door or to your garage door. The customer is responsible for moving the item(s) inside. You may upgrade to Threshold delivery at the time of purchase or after by clicking here.
Inside Delivery (Room of Choice): Contact us for a quote
With this service, the driver will remove the item from the truck and bring it inside to the specific room of your choice.
Professional Installation: Click for an instant quote
This service typically requires 2 separate appointments. One for delivery & another for installation.
Please read our Installation Guide for details.
For all delivery methods, the following exceptions will incur an additional fee:
- Stairs
- Unconventional Entrance (Window, Basement, Bilco)
- Destination 100+ feet from your doorway
- Request to schedule on a weekend or holiday
- "Remote" Location (rugged mountain roads, islands, resorts, rural locales, military bases / location, or highly congested areas.)
- Delivery outside the contiguous United States
Be sure to inform us when you place your order if you think any of these exceptions apply to you, and we'll walk you through your options and pricing.
All shipping rates are per shipment. Additional costs will apply if your order contains multiple items shipping from from different vendors.
Ask us for recommendations to save! If you already placed your order, we will request your approval of any additional charges before proceeding.
- For products exceeding 85 inches in length, take advantage of the convenience offered by our available shipping upgrades.
- When selecting delivery upgrade methods like Liftgate Service or Front Door / Garage Delivery, kindly ensure the presence of 2 to 3 individuals to assist the freight courier in unloading the item from the truck.
- By choosing these upgrades, you acknowledge your responsibility for providing assistance during the unloading process. Your cooperation is appreciated.
Schedule Delivery Date
Once your order leaves the warehouse, you will receive an e-mail with all relevant tracking information.
The freight carrier will then contact you via the phone number you provided at the time of your purchase to schedule a desired delivery date and time window.
Should an issue arise, we will do our best to help you resolve it. But please note that any delays or mishaps during the shipping process are outside of Game Room Shop's control.
Receiving Instructions: Help Us Help You
At Game Room Shop, we pride ourselves on outstanding customer service. We want you to feel secure in your decision from the moment you start researching your purchase until the moment you play your first round.
Typically, delivery and installation is smooth and hassle-free. But we want you to know that delays and damages can occur.
If you have a damaged or incomplete delivery, we will do everything in our power to correct the issue for you. In order to do that though, we need your help...
We must operate within the sale and insurance requirements that come directly from the manufacturers, distributors, shippers, and installers.
That means we need you to follow every policy outlined here. If any policies are broken, you will forfeit your right to a return/exchange or refund.
So please, read these policies carefully and reach out to us in advance with any questions you may have. Once the truck is at your doorstep, deliveries move quickly. Take the time now to familiarize yourself with necessary procedure so you know exactly what to do when the time comes.
You will need to be at the delivery address when the driver arrives to accept the package and inspect it for damage.
What to Do When Your Item Is Delivered
Inspect Before Accept (VERY IMPORTANT). Check For:
- Exterior damage: Damage to the packaging
- Concealed damage: Damage to the item itself
- Order Accuracy: Make sure the item received is the exact item you ordered and that all parts are included.
Inspect all sides of each box for any sign of damage (holes, tears, dents, etc.). Open the package & inspect the item(s) inside, if the driver allows.
Delivery Scenarios & Actions To Take
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Boxes in Good Shape Without Any Signs of Damage:
- Action: ACCEPT DELIVERY.
- Procedure: Take clear photos of the undamaged boxes as evidence. Write "possible concealed damage, pending inspection" before signing.
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Boxes with Visible Damage:
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If Product Appears Okay or Has Minor Damage:
- Action: ACCEPT DELIVERY.
- Procedure: Take detailed photos of both the damaged boxes and the product. Write "Damage," noting specific concerns before signing.
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If Product Appears Beyond Repair:
- Action: REFUSE DELIVERY.
- Procedure: Do not sign without first taking comprehensive photos of the damaged boxes and product.
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If Product Appears Okay or Has Minor Damage:
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Boxes & Product Severely Damaged:
- Action: REFUSE DELIVERY.
- Procedure: Open the boxes, inspect the product, and thoroughly document the extent of damage with photos before refusing delivery.
Additional Notes:
- If delivery is refused for any reason other than damage noted above, cancellation fees will apply.
- In case of minor damage, we may send a replacement part instead of issuing a refund.
- Taking photos is mandatory for all delivery scenarios to ensure proper documentation of the package condition.
DAMAGES
What to Do If Your Order Is Damaged, Incomplete, or Inaccurate
You must write either “damage” or “Possible concealed damage, pending inspection" before signing & accepting delivery. If this or any of the steps below are missed, you will no longer have any recourse for replacement or refunds. (No exceptions). Please follow the exact instructions in this policy for your protection:
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Confirm order accuracy & the number of boxes
✳️Make sure all information listed on the delivery receipt matches the number delivered and all are free of damage. Note any inconsistencies before signing.
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Take Pictures
✳️2+ images of all concerns (boxes and item) prior to accepting/refusing delivery.
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DO NOT assemble/install/use.
✳️Do NOT complete scheduled installation services. If an installation appointment is set, cancel. If an installer is present, halt installation until next steps are discussed & agreed upon by all parties. Either refuse delivery or note all issues & agreements on the signoff sheet.
✳️Additional visits for re-installation of the damaged parts will incur additional charges. The installer is not responsible to advise or quote the price for re-installation.
✳️We are unable to return/exchange or refund any game piece (damaged or otherwise) once it has already been assembled/installed/used.
✳️Game Room Shop will not be responsible for any installation after the delivery that may result in damages. This includes assembly and disassembly of the product.
✳️Game Room Shop is only responsible for installation services booked and paid via Game Room Shop. If the installer has caused any damages then the customer is responsible to take images while the installation is in progress and share those with Game Room Shop.
✳️To avoid further damages, the customer should abort the installation. Game Room Shop will then work with the installer and the customer to rectify the damage.
✳️GRS will not be responsible for any charges that are incurred by getting the game or personal property fixed.
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DO NOT dispose of the the damage items or boxes, pallets, crates, etc.
✳️Due to manufacturer and freight insurance guidelines, products must be returned in their original packaging. NO EXCEPTIONS.
✳️We understand keeping boxes and pallets adds clutter to your home or office. But if you throw these items away, you void your right to a return/exchange or replacement of missing parts. Do yourself a favor and hang onto them.
✳️Items are ineligible for return/exchange unless they are in their original packaging.
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INFORM us within 24 hours.
✳️Submit photo evidence of the damage, error, and/or missing parts to support@gameroomshop.com. It is imperative to include photos in order to secure a return/exchange or refund. We will respond promptly and get the process started to resolve your issue!
✳️If you do not report damages or incomplete orders within 24 hours, all relevant parties (the manufacturer, distributor, and shipper) consider that you have accepted the item "as is." You then waive all rights to refunds, repairs, or replacements per freight insurance guidelines.
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BE PATIENT.
✳️We wish every problem could be fixed with a simple phone call. But unfortunately, that's not always the case. We may need to coordinate with multiple parties. We may need to negotiate on your behalf. These things take time.
✳️Delays can be frustrating, but please do not take matters into your own hands. Attempting to schedule a seperate shipment or installation on your own can void our agreements with the manufacturer, distributor, or original shipper / installer. This in turn will void your right to a return/exchange or refund should you be unsatisfied with the service you've scheduled.
✳️So please, be patient. Rest assured that however long it takes, we will continue to work for you and keep you informed.
SHIPPING INSURANCE
When you purchase from Game Room Shop, your order is automatically covered under our shipping insurance. This means that if your purchase is damaged while in the care of the shipping company – and you follow our "Damages" policy above – the supplier may provide a replacement or refund at no charge to you.
If you sign the delivery receipt for the item without noting any damage/missing boxes, you forfeit your shipping insurance. The manufacturer will no longer grant any refund or replacement.
As is common practice with all U.S. shipping carriers (UPS, FedEx, etc), you must hold onto the damaged item for the duration of the claim. If you dispose of the item before we or the manufacturer provide further instructions, you waive your right to shipping-insurance protection.
We will work to expedite the insurance claim process to the best of our ability. Once the claim is fully processed, you will receive a refund in the amount reimbursed by the shipping company (after deducting two-way shipping charges). If the shipping company denies the insurance claim, we will be unable to issue a refund.
We are happy to answer any questions you may have about shipping insurance. Call or Text us at 240-774-1407 or at support@gameroomshop.com for assistance.
SHIPPING PROTECTION
For complete peace of mind, we offer optional Shipping Protection. This premium service provides a priority resolution lane that bypasses the lengthy carrier investigation process. Resolutions typically occur within 48 hours to 10 days and provide full coverage. It is also backed by our "Guarantee" - if we deny a request due to a procedural error, we will refund the cost of the protection plan itself.
[Click here to view full Shipping Protection details & terms.]
INSTALLATION CANCELLATION / REFUND POLICY
The price of professional installation includes various administrative costs in addition to the labor itself. These costs include but are not limited to: order processing, research/vetting/selecting the installer, scheduling, project management, etc.
This policy ensures all parties receive payment for the work performed.
- Installation Services canceled within 48 hours of placing your order will receive a full refund.
- Installation Services canceled before scheduling an appointment will receive a refund minus a $150 admin fee.
- Installation Services canceled after scheduling an appointment will receive a refund minus a $500 admin fee.
BACKORDERED ITEMS
- Backordered items are temporarily out of stock but are available for purchase on our web site.
- Order now and we will ship the item as soon as we get it.
- Orders are filled in the order in which they were received.
- Estimated ship time is shown on the item page, when available.
- Your credit card will be charged to guarantee your place in line.
- Estimated shipping dates are only estimates and could potentially be delayed further.
We make every effort to ship your product as quickly as possible. However, in times of high volume some products may be temporarily out of stock. For this reason we have allowed customers to reserve these items by placing a backorder.
Order and pay now and we will ship it when it becomes available. We ship all backorders in the order they are received. This means your order will ship out before later orders for the same item placed once the item is in stock. Backorder items can only be ordered on our web site to ensure your place in line.
Do you require prepayment for a backordered Item?
- Yes. When you place an order for a backordered item, we process full payment for the item(s) the same as we process payments for in-stock items. Payment guarantees your place in line so you receive the item at the earliest possible date.
When will my backordered item ship?
- An estimated shipping time is posted on the item description page. Please keep in mind that all our backorder dates are approximate and are subject to change. Depending on the volume of orders, your place in line, manufacturing and shipping schedules, ship time can be longer than estimated. We cannot guarantee a specific ship date. We will ship backordered items as soon as they are available. Orders are shipped on a first come first served basis.
Will I receive notification when my order ships?
- Yes. You will receive an email confirmation when you place your order. You will also be notified by e-mail when your order ships including the tracking number. As a reminder, customers are responsible for tracking the arrival of their order. Game Room Shop is not responsible for e-mail notifications that were not received. Common email problems include misspelled or outdated e-mail addresses, SPAM filtering, host service blocks or the customers’ inability to access their e-mails.
Can I cancel my backorder?
- Yes, you can cancel your backorder however, cancelled backorders are subject to a 3% cancellation fee to cover the non-refundable cost the merchant charges our small business. Alternatively, we can switch your order to another item (of equal or greater value) to avoid this 3% fee.
CUSTOM / MADE TO ORDER ITEMS
- Any item with wood stain, cloth color, or artwork selection
- Most Shuffleboard Tables, Pool Tables, and Pinball Machines
- Select Foosball Tables, Arcade Games, Furniture Items
If there is any uncertainty, please request clarification prior to placing your order.
CANCELLATIONS & RETURNS
After shipment: You will receive a refund for the price of your order (minus cancellation fees) once the warehouse confirms receipt of your returned item. We will attempt to reverse delivery on our end but please refuse delivery if necessary.
You received the item, but it's not working correctly or is missing parts: If the item isn't working correctly, and it does not appear to have been damaged during shipping, file a warranty claim with the manufacturer directly. There should be paperwork inside the original box advising you how to do this. The manufacturer – not Game Room Shop – is responsible for any defects or deficiencies with its products.
You physically cannot accept a curbside delivery and refuse the item: The shipping carrier will return it to us. You will be issued a refund (minus cancellation fees) . You can reschedule delivery for a more convenient time or for when you have enough people to help you unload your item from the freight truck. You will be liable for the actual cost of the shipment and any penalty costs the freight line assigns.
- The item must be unopened, unused, and still in the original packaging.
- You must contact us to notify us that you'd like to return the item within 30 calendar days of delivery.
- You must contact us to get an RMA Number and return instructions prior to returning the item.
Once the warehouse confirms receipt of your returned item, your refund will be issued, (minus cancellation fees)
REPLACEMENT PARTS, RETURNS & CUSTOMER RESPONSIBILITIES
Once a replacement part has been shipped, the customer is responsible for inspecting, installing, and testing the part in a timely manner.
Any issue with the replacement part must be reported to Game Room Shop within 20 calendar days from the date the replacement part was shipped. If the customer chooses to install the replacement part at a later date, the 20-day reporting period will still be calculated from the shipment date, not the installation date.
If the replacement part is working properly at the time of installation, any issues that occur later will not be considered eligible for return or exchange under the replacement process.
To be eligible for a return or further replacement, the customer may be required to disassemble the item, properly package it, and ship it back to the manufacturer for inspection or replacement processing.
Game Room Shop is not responsible for covering any disassembly, packaging, or return shipping costs related to the item unless otherwise stated in writing.
Right To Refuse
Final Sale Brands (Not eligible for cancelation or refunds)
Cancellation/Refund Fees
- 3% Merchant Fee. We pay this non-refundable fee upon capturing your payment. If you confirm your order or request to cancel your order after 48 hours, this 3% will be deducted from your refund.
- Restocking Fee (0-25%). This is charged by some of our vendors. If a restocking fee is charged to us, it will be deducted from your refund.
- 2-Way Shipping Costs. We offer a Free Shipping option on most products we sell. The true cost is often $300-$1000+ and we cover this cost as a discount for your order. If you elect to cancel or request a refund after shipment, the original shipping cost + return shipping cost will be deducted from your refund.
If freight delays, damage, or loss occurs, you agree to allow the carrier and supplier to rectify the issue. We will help expedite a resolution to the best of our ability. If you elect to cancel, cancellation fees will be deducted from your refund.
BRAND SPECIFIC & NOTICES POLICIES
Lead Times and Potential Delays
- Brunswick game tables are in extreme demand since they make high-quality products at amazing values.
- All lead times advertised are provided directly by Brunswick. We have no influence over these lead times, nor are we responsible for potential Brunswick delays.
- As always, lead times are estimates and subject to change. We will notify you immediately upon receipt of any update from Brunswick.
- Delays - which could amount to days, weeks, or sometimes months - are more common with Brunswick orders. We guarantee you will receive the product you paid for, we just can't promise when.
- Customers have 48 hours from the time of purchase to request a full refund.
- If you cancel after we've already processed payment, a 3% fee will apply. (This 3% covers the non-refundable credit card fee we are charged to process your order.)
- Professional delivery and installation (by an authorized Brunswick Installer) is included with your Brunswick item, your order will ship directly to your local installer (not to you).
- Once they have confirmed receipt of the shipment, the installer will then call you to schedule an appointment.
- Typically, the installer will call you promptly upon receiving your shipment. However, depending on the time of year and the installer's availability, there could be delays here as well (often no more than 1-3 weeks).
- If a delay occurs, we will do our best to speed the process along for you, but please be aware that your order is largely out of our hands by this point.
- All orders are final. Once payment is processed, we can not cancel or refund.
- If damage occurs during delivery, replacement parts will be sent to you free of charge, as long as our delivery instructions are followed (See Damage Policy )
- Order cancellations after 48 hours of placement will incur a cancellation fee of 10% of the order. Orders requiring customization may not be canceled.
- If unopened, returns will not be allowed without prior written authorization from RS Barcelona and will incur a minimum 10% restocking fee in addition to transportation fees. Opened/unpacked items cannot be returned.
Shipping Fees and Options:
- Shipping fees for VPCabs products will be applied at checkout. Choose from the following shipping methods:
- Curbside Delivery + Liftgate Service: Driver Removes From Truck To Your Curb — $420.00 USD
- Upgrade to Threshold Delivery: Freight Driver Removes From Truck To Your Door or Garage — $520.00 USD
- OR Upgrade to Threshold Delivery + Move to Room of Choice & Install — $1,447
NOTE: These additional delivery options are exclusively available when VPCabs is the only brand in your cart. If other products from different brands are added, the sole visible option will be: Shipping - $420, including curbside delivery service.
Order Cancellation and Refund Policy:
- All orders for VPCabs products are final. Since these products are made to order, once payment is processed, cancellations or refunds cannot be accommodated. Please consider your purchase carefully before completing the transaction.
SHIPPING DELAYS & FEES
By placing an order, you confirm that you’re available to accept delivery at any time. You may contact us before shipment to request a hold, and we’ll advise if it can be accommodated. You are responsible for any fees (storage, redelivery, return, etc.) that result from being unavailable to receive delivery.
If You Refuse Or Not Available For Delivery
- The carrier returns item(s) back to the manufacturer. You will be issued a refund, (minus cancellation fees) .
- The manufacturer will not accept the return of custom items. You will be responsible for the full cost of the item, including any third party and shipping fees.
- The shipping company stores the merchandise on premises until rescheduled delivery. You agree to pay any storage and extra shipping fees in full prior to the rescheduled delivery of your order.
If the Shipping Delay Is Caused by the Shipping Company Itself
- All freight delivery dates and times are estimates. Delays with your scheduled delivery are possible due to factors beyond our control. You are not financially responsible for delivery delays beyond your or our control.
- While extremely rare, freight companies may lose or misplace your item.
Changing Shipping Address After Order Placement
It is your responsibility to confirm the accuracy of your order confirmation. (Shipping address, items ordered, etc.)
For your security, we verify all addresses for fraud. If you need to change your shipping address after placing an order, please note:
- Before Shipping: We can accommodate order updates at no cost. A new order may be required.
- After Shipping: We cannot change the delivery address. Any returns due to incorrect addresses will be considered a standard return, subject to our return policy and any applicable fees.
COLOR DISCLAIMER
We make every effort to accurately depict a product's color on our website. But what you see on your screen may differ slightly from the physical product you receive due to variances in your screen's settings and resolution.
You agree to purchase the item based on appearance as shown and described.
Returns are not allowed based on color or buyer's remorse.
PINBALL PRE-ORDER POLICIES
- Pre-Order deposits are non-refundable and will go towards the purchase of your chosen game.
- If you wish to cancel your Pre-Order, you can move your deposit toward any other game of your choice.
- Prices of the Pre-Ordered item may increase. This is based on the manufacturer’s decision and Game Room Shop does not have any control over this change.
- Free gifts will be shipped shortly after deposit payment has been captured.
- Shipping lead times are estimates & subject to change.
- Please check out our FAQs for Star Wars & Mandalorian Pinball Games for further questions. This Q&A will apply to many other pinball machines as well. If your question is not listed, please contact us.
BLANKET POLICY
Please keep in mind that the manufacturer policies are constantly changing. We do our best to keep our pages up to date, but it's possible that anything written above is incomplete. We take the manufacturer's most recent policy as law. If that differs from what you see here, please follow their shipping and return policy.
All prices are estimates only & subject to change at any time. While rare, vendors may increase the price after the time of sale. If applicable, you will be notified and provided the option to either accept the new cost or cancel your order.