Shipping & Return
HOW ARE MY ITEMS SHIPPED?
Game boards, parts, and supplies are shipped via DHL. Complete game cabinets are shipped via R&L Carriers and they provide free liftgate service to get your game off their truck. It is your responsibility to get your game in your building. A hand cart dolly is the best way to move your games inside.
Tabletops and wall mount cabinets can be carried by hand. Inside delivery is available for an additional charge by R&L Carriers and needs to be requested at the time you order. If you prefer you may also pick up your game at our facility in Green Bay.
*IMPORTANT All orders shipped by us are fully insured but you MUST inspect for damage at the time you receive your delivery. If the damage is minor and you feel it can be repaired by yourself we can send you the needed part for you to replace. If the damage is beyond your repair simply refuse the delivery. In either case, be sure to note on the "Bill of Lading" that your order had damage when it arrived. Damage happens very rarely but you need to be aware of how to handle it properly.
HOW LONG BEFORE MY ORDER SHIPS?**
Game boards, parts, and supplies are shipped within 24 hours and in most cases the same day. Complete games are shipped in 14 business days or less with most orders going out in 3-5 days.
** Due to COVID-19, all shipping times may be delayed **
Is the item you received not what you expected? Did it not fit as well as you hoped in your space or match your décor? Whatever the reason, you won’t be stuck with an item you cannot use or that you do not want. (Note: If your item was damaged or defective, see our Damage section below).
We are proud to offer one of the best return policies in the online business. You may return your purchase for any reason within 15 days of receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs and restocking fees.
Some of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your return refund. In addition, our items carry a 20% restocking fee which will be deducted from your refund should you wish to make a return. If you originally paid by credit card then any refunded money must be applied as a credit to your credit card less a 3% credit card transaction fee.No refunds or returns after 15 days.
Please keep in mind that once an order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard return policy, where roundtrip shipping costs will be deducted from your refund.
What If My Order Arrives Damaged?
Inspect your package immediately upon delivery, Our products are well-packaged to withstand damage during shipping. We double-box many items and refuse to carry products that are easily damaged during shipping.
You need to inspect the packaging very carefully upon arrival. Even if the package appears only slightly damaged, write "Package Damaged" when you sign for the delivery. This is VERY important. If the package looks significantly damaged, you need to refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.
Before you sign a delivery receipt you have the right to open the packaging and inspect the shipment for "concealed" damage. We urge you to do this. The driver will try to talk you out of this but remember that once you sign for the shipment that it arrived in good condition, you have waived your right to any future claim for damages. If the delivery is by USPS or UPS and they leave you a package that appears to have physical damage DO NOT OPEN THE PACKAGE, then notify the carrier that you are refusing delivery and insist that they come and get the package back from you.
Once you accept delivery and sign the receipt you the customer assume all liability for physical damage to the equipment. It will be assumed that any damage occurred after delivery.
Once you the customer accept delivery then you will be responsible for filing paperwork and collecting any insurance claims from the carrier.
Once you have accepted the package and find that parts are missing or inoperable, please contact us right away and we will ship you the replacement parts free of charge (other than physical damage). If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging. It may take up to 21 days for a replacement to be shipped due to production schedules and depending on the type of equipment.
Our goal is to make buying online easy, safe, and efficient.
If you decide you do not want parts or a replacement unit, the item can be returned under our standard return policy. Please note: certain items are not returnable including Items sold on auctions, clearance items, special order items, items with custom finishes or custom options, Slot Machines, slot machine parts, Fish Tables.
If your item is problematic due to a manufacturer’s defect, we can either replace the defective part or if necessary, the entire unit. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every effort to resolve it.