https://youtu.be/JmfeUgvkwsw?si=4oVESDbEkEt0IHHD
(Scroll to the bottom to see a video with this information).
Our goal is to make sure you are 100% comfortable and satisfied with all aspects of the service we provide, from the quality of the game, to the technical support and the shipping. If there is anything above you're unsure of or concerned about, please call us.
Upon receipt of any new order a detailed confirmation will be emailed to the email address provided in the order. In that order we ask you to please confirm your address, contact information, and the content of your purchase. EMAIL EXAMPLE: Hi John Doe. Confirming you purchased a black Ultimate Cocktail Arcade with a 3-year warranty. We will ship your order within 5 business days. Transit to Michigan takes 5-8 business days. We will send tracking when available. Once you have reviewed this email please reply with "I have read and agree to your websites shipping terms and inspection requirements"
We ship our games using LTL (Less Thank Truckload) freight services and the rules for freight shipping are different than other forms of shipping. Its important that you know this is not like getting a package from Amazon Prime. We want to make sure you know exactly what to expect.
This brief 4-minute video will better explain inspecting your new game during delivery
It's very important for you to inspect the freight thoroughly before signing. To be clear, damage is rare, it only happens around 1% of the time. We are VERY thorough when it comes to protecting our games in transit. We don't know which person will be part of that 1% of damage and we want to make sure we are able to use the insurance we purchased. If you sign for freight that is obviously damaged, what you sign is a legally binding agreement that reads "this cabinet has no damage". Once that happens we can NOT file any claim insurance and we lose the cost of the cabinet, the cost of shipping there, the cost of shipping a damaged cabinet back, and the cost of shipping a free replacement. To stay profitable, we'd like to avoid that. Here are the instructions in writing.
1. Inspect the freight. If you see damage to the cabinet refuse. You do not need to turn it on, this only applies to cosmetic shipping damage. (This applies ONLY to the cabinet, scuffed cardboard, damage to the pallet, etc is not damage to the cabinet)
2. If you do NOT see damage to the cabinet, sign for the freight.
3. Signing for the freight gives you the legal right to unwrap the freight. If when you unwrap it you see cosmetic damage please list it on the paperwork. The driver is required to wait.
4. Once you sign for the game and unwrap it, you will have to keep it. We would then send a replacement and exchange.
Please note, the driver is technically not allowed to let you to unwrap or open the freight until you sign for it, (although he might). Once you sign for the game, it's yours. If your fast, the driver will wait while you inspect the cabinet for shipping damage. (Your inspection does not apply the electronics of the machine, just cosmetic shipping damage. You don't need to plug it in)
If the address provided is your house this will be considered a a CURBSIDE residential delivery. The truck provided will be equipped with a lift gate. At the time of delivery driver will remove the cabinet from his truck with a liftgate and place it on the curb. Technically, that is where his involvement stops, however most drivers will take the pallet up to the outside of the garage. This is not guaranteed however so please plan accordingly. They do NOT enter your home or garage or help with set up. The driver is not our employee (Like a Fed Ex driver delivering a package.)
For business deliveries the shipping company does not call first. They show up during normal business hours. We can schedule a delivery appointment upon request. Business deliveries are also curbside freight unless other arrangements are made.
Please note that we have a great relationship with the shipping companies we use. The rules below are not our rules, they are the shipping companies. We rarely have shipping issues because we make sure customers are educated on this process.
All deliveries take place Monday through Friday from 9am-5pm. They are closed for deliveries on weekends, but you can sometimes arrange for a pickup on Saturdays. 99% of deliveries happen in the afternoon. For residential deliveries we pay for the shipping company to call first and schedule a delivery appointment. (They do not show up unannounced.) You must schedule your delivery within 2 days of the shipping companies first appointment phone call. Shipments held for more than 2 days are subject to storage charges. (They are pretty liberal with this policy.) If you need a "guaranteed" set delivery date and/or time please contact us for availability and pricing. "Guaranteed" options MUST be scheduled up prior to shipping. If you do not pay for a guaranteed time/date you will receive a delivery window of 1-4 hours. If you schedule a delivery and are not home when they come you will be charged for the missed attempt. $100 is the estimated missed delivery charge, however the cost is variable based on location. You are responsible for these charges. If an incorrect delivery address is provided to us there will be a re-routing charge. To avoid this we ask you to confirm your address prior to us shipping. This rerouting cost is based on how far away the wrong address provided is. (For example, if you transpose the zip code and the game is shipped to a different city you might have to pay full reshipping costs (This is rare.) You are responsible for these charges. Please note the person delivering the game is alone. For this reason, they cannot bring the game inside the house or navigate any stairs. An "inside the garage" delivery can sometimes be added and typically costs around $75. Inside delivery services must be approved and paid for in advance by Awesome Arcades. (The actual "inside the garage" delivery cost is variable based on the game size and your location). Inside deliveries only apply to a flat surface. (No stairs, steps, front door ledge, etc). If you request any additional services beyond the scope of what is described above you will be asked to sign for these services before they are administered. You are responsible for paying for any additional charges you authorize with your signature. Additional charges are clearly indicated when added to an order.
If you decide to return the game for any reason you MUST put the game onto a pallet and strap it down the same way it arrived. For this reason, do NOT throw away your pallet. . Freight companies will NOT transport freight that is not on a pallet. Refunds will not be submitted until the game is received and inspected. If you choose your own shipping company, you are fiscally responsible for the liability of that game until it reaches our dock. Any damage on a return shipment will be photographed and the repair costs will be deducted from your purchase price..
Expedited shipping services are available, you would need to add approximately 30% to your shipping cost. To pay for expedited service please choose regular shipping service at checkout and call us to pay for the overage. Expedited service ensures that you will receive the absolute fastest processing time and shipping time available. You will also be processed ahead of all other orders. This does not apply to air freight, only LTL trucked freight.
If you are local and would like to pick up the game there is no charge.
Any order that has to be shipped back to our warehouse because of a customers refusal to coordinate delivery is subject to a 25% restocking fee as well as the return shipping costs. Please note that we sometimes offer Guaranteed Shipping. In the event of bad weather this guaranteed shipping might be delayed. You will be notified of this delay should it occur.
