Refund and Returns Policy

Overview

At Pinball Arcade Salvation, we want you to be thrilled with your new pinball machine or arcade game. However, we understand that sometimes things don’t go as planned. Please read our policy below regarding cancellations, returns, and shipping damages.

1. Cancellation Policy (Before Shipment)

If you need to cancel an order, please contact us immediately.

• Within 48 Hours: You will receive a full refund for a cancellation request made within 48 hours of the time of purchase.
• After 48 Hours: If you cancel after 48 hours (but before the item has shipped), a 3% administrative fee will be deducted from your refund. This covers the non-refundable merchant processing fees charged to our small business by credit card companies.

2. Returns Overview

Our return policy lasts 30 days from the date you receive your item. If 30 days have passed since delivery, we unfortunately cannot offer you a refund or exchange.

To be eligible for a return:

• The item must be unused, unworn, and in the same condition that you received it.
• It must be in the original packaging with all tags and accessories included.
• You must have a receipt or proof of purchase.
• Approval Required: Items sent back to us without first requesting a return will not be accepted. Please contact us at sales@pinballarcadesalvation.com to initiate a return.

3. Return Fees and Shipping Costs

Because pinball and arcade machines are heavy freight items, returns are subject to specific fees to cover the logistics involved.

• Restocking Fee: A 20% restocking fee applies to all approved returns.
• Return Shipping: The buyer is responsible for all return shipping costs. We recommend using a traceable shipping service and purchasing shipping insurance. We do not guarantee that we will receive your returned item.
• Original Shipping Deduction: We offer a “Free Shipping” option on most products we sell. However, the true cost of shipping these machines is often $300–$1,000+. We cover this cost as a discount for your order.
  • Note: If you elect to return an item, the original shipping cost (which we paid) plus the return shipping cost will be deducted from your final refund.

4. Damages and Shipping Issues

CRITICAL: Please inspect your order immediately upon reception.

• Visible Damage: If the package is visibly damaged upon delivery, only open it in the presence of the carrier. If you cannot, do not open it. Leave the package in “as-received” condition and contact the carrier within 1 business day to report the damage or refuse the package.
• Refusal: If the damage is severe, refuse the delivery and contact us immediately.
• Hidden Damage: If you find damage after opening, contact us immediately. Failure to report loss or damage in a timely manner may result in the denial of an insurance claim.
• Lost Packages: If your parcel appears lost based on tracking, or if it has been more than 15 business days since shipment, contact us to begin a tracer. Note that USPS/Freight loss claims can take 21–60 days to complete. We will replace items or issue a refund once the insurance claim is approved.

5. Exceptions and Non-Returnable Items

Certain types of items cannot be returned:

• Sale Items: Unfortunately, we cannot accept returns on sale items or gift cards.
• Custom Products: Special orders or personalized items cannot be returned.
• Hazardous Materials: We do not accept returns for hazardous materials, flammable liquids, or gases.

6. Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the machine.

• If approved: Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment (less the restocking and shipping fees mentioned above).
• Timing: Your refund will be issued to your original method of payment within 10 business days. Please note that bank processing times may vary.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Need Help?

Your satisfaction is our priority. Our team is always ready to assist with shipping questions, tracking updates, delivery coordination, or product concerns.

Customer Support Hours: (GMT-05:00) Eastern Standard Time (New York)

• Monday – Friday: 08:00 AM – 10:00 PM
• Saturday: 08:00 AM – 08:00 PM
• Sunday: Closed

Address: 143 Iceland Dr, Huntington Station, NY 11746, United States

Phone: +1 (516) 864-4277

Email: sales@pinballarcadesalvation.com

Contact Page: https://pinballarcadesalvation.com/contact/