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Shipping & Returns Policy

[Important] Please Read This First

Here at Epic Game Room, we value our customers. We strive to make our customers happy, by providing a smooth purchasing experience and caring about our customer's. 

We understand not every time life happens perfectly, that's where we will stand out. We are going to be there for you in the case something unfortunate happens.

Most of the items will be shipped via freight, which has a different procedure than most people are used to. It's important that you read all the details in the Shipping & Returns policy. By proceeding with your order, you are acknowledging you have read, understood and agreed with the Shipping & Returns policy. 

Order Confirmation

As soon as you place an order, you will receive an order confirmation e-mail which means we have received your order on our system.

Once we receive the order, we will automatically confirm with the manufacturer that the item is currently in stock and ready for shipment.

If the item is out of stock we will reach out to you as soon as we get the information. Depending on the situation regarding your product and your personal choice, we will void your credit card authorization or backorder the item.

By placing an order with us, you are acknowledging that the item will fit your home and it's your desired color and size. You will be responsible for all returns except those initiated by a defective item. Please read our cancellation policy below for more details.

Cancellations & Refunds

If you're not satisfied with an item that you purchased you can initiate a return within 30 days after delivery for a refund as long as the item is in its original condition and packaging.

Items that have been used or modified in any way may not be returned. Orders returned, for reason other than a defective item (upon receiving), are subject to a restocking fee that is equal to 38% of the price of your order. 

You (the buyer) are responsible for any return freight (shipping) costs for BOTH directions (from the warehouse to you, and back to the warehouse). The purchase price minus these fees and costs will then be refunded to you when the warehouse processes your item (product must be returned within 30 days, new, unused, and in original packaging). 

Refunds will only be issued to the original credit card that you use when placing your order. Orders canceled later than 12 hours after purchase are subject to an 18% cancellation administration fee.

Please make sure to measure the necessary space requirements, etc. before purchasing! After 30 days, we will help administer a return only if the item is damaged and still under manufacturer's warranty and in accordance to our policies as well. The manufacturer's warranties vary from 1-3 years depending on the company. 

Some manufacturers don't accept returns, therefore all sales are final. In case the item arrives damaged the item will be repaired or replaced. All manufacturers reserve the right to first attempt to repair the item with a replacement part or professional assistance. (Berner Billiards)

Damages Policy

It's important to follow the procedure, please read very carefully so you may protect yourself in the unfortunate case an item arrives damaged.

A. Note any shortage of items/boxes as indicated on the delivery bill (also known as the bill of lading)

B. Visually inspect all cartons for holes, tears and other indications of rough handling.

C. Fully remove merchandise from cartons and visually inspect it for any damage. No matter how minor. Pay particular attention to any areas that correspond to damage appearing on the carton.

D. Take photographs of all sides of the box

E. If there is any damage, you are not obligated to take delivery. You have the right to refuse delivery and if you do, YOU MUST CALL IMMEDIATELY and notify us about the refusal of delivery.

F. If you accept delivery, YOU will be responsible for all damages, whether or not the damage was noticed at the time of delivery. Your customer must be made to understand that their signature on the delivery receipt indicates they are accepting the merchandise in "GOOD ORDER"

G. Send the photographs taken to support@epicgameroom.com so we may begin the insurance claim process/replacement.

If the box looks ok, but you feel the item may be damaged inside.

Write down on notes: "potentially concealed damaged"

In case the damage was concealed, make sure to:

1. Take pictures of the box (all sides) 

2. Take pictures of the item

3. Do not throw the box away  

Throwing away the original box the item was delivered with and not following the procedures cancels our ability to process refunds or replacements.

NO REFUNDS OR REPLACEMENTS WILL BE GIVEN IF THE ITEM/ORIGINAL BOX HAVE BEEN DISPOSED.

4. Reach out to us as soon as possible, damages or shortages must be reported within five calendar days of receipt of the merchandise.

If the concealed damage is cosmetic we reserve the right to attempt to repair the unit with a new part or with professional assistance.

In order to receive a refund or replacement, you must do the follow all procedures stated above.

We will need you to agree to holding onto the damaged item and the original box until further instructions are given.

If you need any assistance regarding your shipment, or just need a bit of clarification. Reach out to us via support@epicgameroom.com or our phone number 888-216-1452.

Custom Made Items 

We will not be allowed to return or cancel these orders because they are made specifically for your unique situation and/or customized for your own unique needs. As you probably are aware additional labor, time, and materials are required to make sure these products are made especially for you :-) 

In the unfortunate case the item arrives damaged, please follow our damages policy. The custom made item will be repaired or replaced, depending on the damage the item has.

Replacement parts will take longer than normal parts since they are made specifically for your custom built item.

What does Epic Game Room free shipping include?

Standard free shipping includes curbside delivery. The driver will pull up to the delivery address, open the back of the truck and allow you to remove the item(s) in front of the delivery address.

IMPORTANT NOTE: The truck will not enter a driveway or road that has limited access or otherwise restricted from heavy truck use. 

We offer various additional delivery services and installation services in order to accommodate to your lifestyle. 

The following services you may select at checkout for a fixed fee, in case we need more information we will reach out to you.

  • Lift Gate Service
  • Front Door/Garage

Most manufacturers offer installation services, neither a fixed fee for white glove delivery. Therefore we will need to quote accurately how much the service will cost. We will only charge the additional, as the complimentary shipping will be used as credit.

  • White Glove Delivery
  • Installation Service

Please read the "Additional" service articles so you may fully understand how each of the additional services may benefit you and how you may request a quote.

Shipment Insurance

All orders automatically include a complimentary insurance. This will provide our customers confidence that in case anything happens, insurance will allow us to replace or refund orders that get damaged during shipment, at no additional cost.

You will have to adhere to the Shipping & Returns policy in case it does arrive damaged. 

If you accept the shipment and sign it as "good condition", this means you accept the order as it is and cancels any chance of getting a refund or replacement.

You should always note damage of the box or item on the delivery bill, otherwise, insurance cannot be filed.

Please read the damages policy so you may be fully aware of the whole process in case the item arrives damaged.

Additional Lift Gate Service

Unload or Lift Gate Service is a service offered on most items requiring shipment by truck motor freight. This is an extra cost option available at the time the order is placed and is in addition to the Truck Freight Charge. The freight carrier will do one of two things, depending on the delivery vehicle.

The equipment will be placed on the lift gate of the truck and lowered to the ground. The driver will then take the equipment off the liftgate.

If no liftgate is available on the delivering truck, the freight carrier will lower the equipment to the ground.

Once off the lift gate or delivery truck, the customer assumes responsibility for any further placement or delivery of the equipment.

Additional Front Door/Garage Delivery

In the case of commercial customers who have requested this service, the carrier will take the item inside the storefront for delivery.

This additional service will have the carrier take the shipment onto the property either at the front door or into the garage. 

Most carriers have policies prohibiting drivers from even attempting in-home pick-up or delivery. Planning for this is imperative when your freight is delivered to a residence. 

Additional White Glove Delivery

Carrier delivery agents should unload and place items in the room of your choice. White Glove service generally includes unpacking, removal/disposal of packing materials and transporting your order up or down a maximum of one flight of stairs.

White Glove Delivery cost will vary, since not all home deliveries will be the same (Example: Number of Steps). We may need more information after the initial quote request if so we will promptly reach back out to you.

Additional Installation Service

We can help you assemble any furniture you need. We personally do not have installation professionals, neither do most of our authorized brands. However, we want to provide as much value to our customers by offering the opportunity for their game tables, bars, and other types of furniture are assembled by external installation companies.

Requesting this service will require specific details in order to have the most accurate rate possible.

You may choose to either include white glove delivery for the smoothest experience, or curbside delivery and the installation.

We encourage you to let us know the following details through support@epicgameroom.com in order for us to provide you with the most accurate rate possible.

1) Item's and quantity desired?

2) Delivery Address?

3) Business or Residential Delivery?

4) Additional White Glove Delivery?

We will respond to your request as soon as possible, and we may ask for additional information. 

Color Disclaimer

Actual colors may vary, color schemes are displayed in the best and most accurate way possible based on information shared with the manufacturers. This is due to the fact that every computer monitor has different capabilities to display colors and everyone sees these colors differently. 

Blanket Disclaimer

Each individual manufacturers policy will apply without exception. 

Shipping Delays & Storage Fees

Standard freight shipping delivery time-frames are never guaranteed. By placing an order you acknowledge you are ready to receive your order.

If once the item ships you then choose to delay shipping, the shipping company reserves the right to return the item to the manufacturer.

  • If the item is returned to the manufacturer, you will have to pay for a restocking fee and shipping both ways.
  • If the item is custom-made or non-returnable you will have to pay the full cost of the item, including shipping fees and third-party fees.
  • If the shipping company chooses to store the item and charge you storage fees, you agree to pay all fees before the delivery of the item.

Freight Delays & Issues

Freight shipping time frames are never guaranteed. We will always give you our best estimates however there are many factors which are out of our control such as the weather, carrier item loss and many others.

You agree to allow us and the freight company to rectify any issues with your shipment.

 

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