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WHITE GLOVE DELIVERY & INSTALLATION GUIDE

You've picked your game set. You've ordered it. You've set a delivery date and time with the shipping company.

Now, there's nothing to do but kick up your heels in eager anticipation. So let's take this down time to talk about what you should expect when your new prize possession finally arrives...

Depending on what method of delivery you selected – review all our delivery options here – your order will either be dropped off at your curb (generally at the end of your driveway), in your garage, or brought all the way into your game room.

Once you've confirmed all boxes are present, inspected each for damage and confirmed there are no issues – review our damage-inspection guide here – our team of installers will arrive to actually put your new setup together. If you require installation and have not already written to us to select a quote, please contact us ASAP.

In order to best serve our customers, Game Room Shop has partnered with 600+ top-rated installers around the country. Every qualified installer is vetted and must retain a high customer satisfaction rating. So you can be sure that if you've set up installation through us, the team will be prompt, efficient, and professional.

Most standard installations ("installation to room of choice on main level") are straightforward. The installer will give you a call to schedule an appointment during regular business hours.

The following exceptions will incur an additional fee (except for Brunswick orders):

  • 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, or highly congested areas.)

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.

If you already placed your order, we will request your approval of any additional charges before proceeding.

When Will Service Occur?

  • Delivery + installation often take place on different days.
  • The freight carrier + installer will each get in contact with you to coordinate.
  • If you require delivery + installation to occur on the same day, we can accommodate for an extra cost.
  • It's your responsibility to be available & present on a scheduled delivery and/or installation date. You will be charged any storage, redelivery, or abort fees, resulting from your absence.

Product Fit/Site Survey:

  • It's your responsibility to confirm the product(s) ordered will be able to fit through your entryway(s).
  • You can determine this on your own by checking the item's dimensions and comparing it to your doors, hallways, turns, or stairwells.
  • Or you may hire one of our installers for a Site Survey ($99). If the installer determines delivery is not possible during a site survey, you will receive a full refund of any installation services paid, minus the $99.
  • If the installer determines delivery is not possible to maneuver to your room of choice on official delivery day, any fees associated with dismantling/reassembly or returning are your responsibility. 

Installation Cancellation/Refund Policy:

  • Installation Services canceled up to 48 hours before the scheduled install date will receive a full refund minus a $150 fee.
  • Installation Services canceled less than 48 hours before the scheduled install date will receive a full refund minus a $500 fee.

Damage:

  • If the product(s) is first arriving to your home via freight truck, please read our Damage Policy.
  • It's rare for any issues or damage to occur during the installation process. But if such problems arise, let the lead installer know immediately and note them on the receipt before you sign. Then send us photos and an explanation of the problems as soon as possible to support@gameroomshop.com.

Warranty of Services

  • You must be present & provide a signature on the sign off document to be eligble for warranty.
  • Our Project Management (PM) partner warrants ALL its installations and/or Services against workmanship. These issues should be discovered during the customer inspection upon completion of the installation. If there are no issues indicated on the signoff document (or digital copy), our PM will consider the service as satisfactory and will process claims post installation their discretion. 

If you have any questions about installation, feel free to reach out to us. We're happy to help!

And as always, thank you for shopping at Game Room Shop!

Phone: 240-774-1407
Email: support@gameroomshop.com

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