Shipping Policy

 

ORDER CONFIRMATION

Upon placing your order, you will receive a confirmation email. This means that our team has received your order and pre-authorized your credit card. After receiving your order, we check the warehouse to confirm that your item is in stock and ready to ship. If the item(s) you ordered are available, the charges will be processed and your order will be submitted. Turnaround time is usually 1-3 business days.

It is important to note that the ongoing pandemic has resulted in worldwide shipping delays. In the event of a delay in processing or shipping, we will let you know.

ORDER SHIPMENT

If your order is in stock, we will process your payment, and the warehouse will get your order ready for shipping. Please note that the ongoing pandemic has caused worldwide delays in shipping. We will notify you if there are any processing and shipping delays.

PRODUCT DELAYS / BACKORDERS

At Planet Game Rooms, we understand that receiving your products in a timely manner is important to our customers. Despite our best efforts, some of our products may be delayed as a result of supply chain issues and the high volume of backorders currently facing us.

This is an underlying problem affecting all manufacturers and is beyond our control. Our team is working hard to get your products to you as soon as possible and apologize for any inconvenience this may cause.

In the case of a deyal, we will keep you updated on its status and estimated delivery date. We apologize for any inconvenience this may cause, and we appreciate your patience and understanding during this time.

If you change your mind about your order during the waiting period, please refer to our cancellation and return policies. We will be happy to assist you with cancelling or returning your order if necessary.

Please accept our apologies for any inconvenience caused by these delays, we will do everything in our power to get your products to you as quickly as possible.

SHIPPING

We ship to the Continental US only. No shipping to Hawaii or Alaska at this time.

We are not able to ship to PO Boxes or APO/FPO/DPO.

International orders; please contact us for options.

Delivery times may vary and are not guaranteed. Events worldwide, weather conditions, and other factors may cause them to change without notice. If you have any questions or concerns regarding your delivery, please contact support@planetgamerooms.com.

Curbside Delivery - LTL Freight

Curbside delivery is our standard delivery method. Important: The customer must be available to receive the delivery or fees will incur. Driver will offload the freight to the curb at the end of your driveway. Drivers do not bring freight into house, garage, backyard, etc. Due to this being a curbside delivery, the customer is responsible for moving the product after the initial unloading. It is also the customer’s responsibility to inspect the product to check for damages and missing parts. If the customer does not reject the delivery after assessing the product, the customer is then responsible for noting any damage or missing parts on the shipping bill. Curbside delivery does not include any additional services such as setting the product in place, unpacking, plugging in, installation or debris removal. For an additional cost, customers may request a second person to assist with unloading.

*Delivery services can be upgraded. Contact us for options.

RECEIVING YOU ORDER

The shipping method for freight shipments is CURBSIDE, unless otherwise stated in the shipping email. It is not the responsibility of the freight company to carry the product into the building, unload the package from the truck, or assemble your purchase. Please ensure you have adequate assistance available for heavier items at the time of delivery. You will be contacted by the freight company by phone to schedule a delivery date and time.

DELIVERY - scheduling a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time when you can be home to sign for the items within the carrier’s business hours. Please note, most freight carriers require a 4-hour window for delivery. Fees resulting from re-delivery will be the customer's sole responsibility, so please do not miss your scheduled delivery appointment. Redelivery can take up to a week, depending on your location. Some residential areas may be inaccessible by delivery trucks, FedEx may be unable to access certain residential areas. If you feel that your required destination is inaccessible to a truck: please contact support@planetgamerooms.co prior to placing your order.

PRODUCT INSPECTION - When you receive the freight, you will need to sign the Proof of Delivery from the driver. If there is any sign of damage to the packaging (i.e., scratching, chipping, denting, etc.), please make sure you notate it on the BOL (Bill of Lading). If you see a punctured or smashed box, open it and make sure that there is no damage. If you notice specific damage anywhere to the product, please note this on the BOL and contact us as soon as you can. Also, take 2-3 quality pictures from your phone from different angles.

If damage is visible on the crate/boxes/packaging, please write "subject to inspection and verification."

Given the chance that the driver informs you to sign so he can leave prior to inspection, kindly inform him that he has to wait for the inspection (typically, you get 15 min to inspect), and you have the right to refuse any damaged portions of the shipment.

If you do not notate that there is possible concealed or even specific damage at the time the POD is signed, a claim cannot be filed, and Planet Game Rooms has no ability, by freight law, to pursue compensation for the damages incurred. Any damages will be your responsibility.

We do not want to see this situation, so it’s very important to follow our Shipping and Receiving Instructions.

Please contact us within 48 hours of delivery regarding shipping damage.

ORDER CANCELLATION

All Products/Tables:

Our goal at Planet Game Rooms is to provide our customers with the best service possible. Considering our customers' satisfaction is paramount, we have established the following cancellation policy.

This policy applies to all products sold by Planet Game Rooms. In order to cancel an order, customers must submit their request within 24 hours of placing the order. Requests received after this time period (24 hours) will be subject to a credit card processing fee (usually around 3%).

Please note that if an order is out of stock or backordered, and you confirm that you want to wait for your product, you will be charged a 5% administration fee if canceled anytime after confirmation.

Additionally, If you want to cancel and your order has shipped or is being prepared for shipping, your order will be treated as a "return." In that case, you will receive a full refund minus all shipping costs (even if the shipping is "free" and you will be responsible for outbound/inbound shipping) and a 28% restocking fee. Please refer for more details to our Return Policy.

You will only be refunded to the original credit card you used to place your order.

If you wish to cancel an order, please contact us immediately so we can process your request in a timely manner.

CUSTOM ORDERS

Customer orders can be canceled within 24 hours of purchase. Otherwise custom orders are non-returnable and non-refundable. If you have any questions or specifications regarding your custom order, please don't hesitate to contact us at support@planetgamerooms.com.