Shipping and Returns Policy

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

You may order liftgate service at the time of purchase or after by clicking here. 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.

Front Door/Garage Delivery: $267 per shipment

The driver will remove the item from the truck and place it by your front door or to your garage door. It is your responsibility to then move the item inside. 

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.

White Glove Delivery: Contact us for a quote

In addition to combining the services above, White Glove Delivery also includes professional installation and set up of your order.

Depending on the item and your location, this service may require 2 separate appointments. One for delivery & another for installation.

Please read our White Glove Delivery & 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, 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

1. Exterior damage: Damage to the packaging
2. Concealed damage: Damage to the item itself
3. 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

1. 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.

2. Boxes with Visible Damage:

   • 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.
   • If Product Appears Beyond Repair:
     • Action: REFUSE DELIVERY.
     • Procedure: Do not sign without first taking comprehensive photos of the damaged boxes and product.

3. 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:

1. 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.
   
   
2. Take Pictures
   ✳️2+ images of all concerns (boxes and item) prior to accepting/refusing delivery.
   
   
3. 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.
   
   
4. 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.
   
   
5. 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.
   
   
6. 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. Contact us at 240-774-1407 or at support@gameroomshop.com for assistance.