Action Pinball Logo Ordering and Contact Information

Order by phone or online: www.actionpinball.com  
 
Phone: (801) 272-0221 - info@actionpinball.com
Salt Lake City, Utah, USA
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Ordering and Contact Information

Information on this page is for the ordering and shipping of parts and supplies only.

For information on purchasing and shipping Pinball Machines or other games & equipment, please see our Game Sales Info page.
Page Contents:

Ordering Information: Contact Information:

How to Order

- Order Online:
(Fastest)
Use the Search Box at the top of any web page to enter part description, part number, game name, etc. to search for what you're looking for. Browse search results and click on any item to see item details, and to order online.

Once you've clicked on an available item, you'll see the Add to Cart button. Use this to add the item to your online shopping cart.

Once you're done shopping, click the View Cart button at the top right of any page to review the items in your online shopping cart.

Review the items in your cart and make any necessary changes, then click the "Checkout" button in the lower right corner to enter your payment and shipping info.

Our website uses the secure PayPal system for online payment processing. You do not need to have a PayPal account to make payment- you can use any major credit/debit card, or funds from your PayPal account (if you have one). Follow the directions in the payment process to make payment and enter your shipping info, and complete your purchase.

- Order By E-Mail:

Ordering online through our website (above) is fastest, but if for some reason you're unable to order online, let us know. You can e-mail us a list of items you want to order, and we can put together and send you an e-mail invoice so you can make online payment.

Response time is usually 1-2 business days, depending on how busy we are.

Be sure to provide us with your shipping address so we can calculate shipping costs for you.

For fastest response, please order online through our website.

- Order By Phone:

If you're not able to order online or by e-mail, you can call us by phone at 801-272-0221 during regular business hours.

PLEASE NOTE that we're often out of the shop on repair calls during the day, so aren't always available to take an order by phone. You may have to call us back several times before can reach us. Best time of the day to catch us in the shop is late afternoon during the weekdays.

Please don't leave a message if you're calling to order parts. Simply call back again later until you are able to reach us.

For fastest response, please order online through our website.

- Order By Mail:

NOTE: We are no longer accepting any mail-orders. Please use our website, e-mail, or phone, to place your order.

- In-Person Pick Up:
At this time we do not have a public shop for walk-in customers or "will-call". Parts orders are done strictly by shipping only.

LOCAL CUSTOMERS PLEASE NOTE:
We offer free shipping on parts orders of $30 or more for local customers, to make up for not having in-person pick-up.

So if you are a local customer (located in the Salt Lake City, Utah area), have a local shipping address, and are ordering $30 or more in parts/supplies (before tax and shipping/handling costs), we can ship to your local address for free.

NOTE: You must mention this offer at time of ordering to qualify for free local shipping, and have a local shipping address (addresses out-of-town are not considered "local".) You can include a note with your order during the checkout process, or send us a separate e-mail to mention this offer.

You can order by phone (info above), e-mail us your order, or order online through our website.

If ordering online, our website will automatically charge shipping/handling, but we will refund the shipping charge if your order meets the above terms, and if you mention this offer at time of ordering.

Local shipments are sent out as quickly as possible, and usually arrive next-day or within 2 days. Even if you're ordering less than $30 in items, our low flat-rate shipping/handling cost is often much cheaper than the gas you would spend driving to our location and back!



International Orders (Outside U.S.):
We ship parts & supplies orders to most countries outside the U.S.

Ordering:
Place your order online through our website. Shipping costs are calculated at checkout. If you have any questions on any items, quantities, or costs to ship internationally, just e-mail us.

International Shipping Costs:
We use US Postal Service for international shipping as they have the least-expensive rates. Costs vary depending on destination country, and size/weight of the shipment. You can see shipping costs by selecting your country in your shopping cart view, prior to checkout.

If your country is not listed in your shopping cart view, we may not have shipping rates for your country, or shipping may not currently be available to your country. You can contact us by e-mail, or submit your order and we will contact you by e-mail after your order has been received. We can send you an e-mail invoice for shipping/handling costs, or refund your payment if shipping is not available to your country.

Oversize Shipments:
Some large, oversize, or heavy items or quantities, may require additional cost to ship internationally. We will contact you by e-mail after your order has been received if any additional charges are required. For additional costs, we will send you an e-mail invoice so you can make additional payment online. If costs to ship are too expensive for you, we can change or cancel your order- just let us know.

Orders requiring additional shipping cost or extra information will be put on hold until we hear from you by e-mail. Please make sure your e-mail application is set up to allow e-mails from us, and not to mistakenly mis-direct them as 'spam' or 'junk' mail.

Backordered & Special-Order Items:
If any items (or quantities of any items) in your order are backordered or have to be brought in by special-order, we will let you know after receiving your order, and give you the option of holding your order and shipping once it is complete, or making 2 shipments (1 for in-stock items, and 1 for backorder/special-order items when they come in). Additional shipping costs will apply if more than 1 shipment is requested.

Customs Taxes / Tariffs / Fees on Imported Goods:
Items being shipped outside the U.S. may be subject to import taxes, tariffs, and fees, when they enter your country as imported goods. We do not charge for or collect these fees- these fees are collected by your government, customs service, or postal service, when the package is delivered to you, and are based on the U.S. dollar amount of the merchandise you have purchased. Some countries do not charge any fees. Others may charge up to 100% of the value of the goods. Contact your local Post Office or Customs Service for more details.

Only goods (merchandise) are taxable as imported items. Items like shipping/handling charges, labor charges, and deposit charges are not taxable.)

We are required by U.S. Federal Law to truthfully state the value of the merchandise being shipped on the customs form placed on the outside of the package. We will not misrepresent or fraudulently state an incorrect amount on the customs form or mark purchased merchandise as a 'gift'- please do not ask us to violate the law- such requests will be ignored. We have no control over what your government may charge to import goods from the U.S. into your country, nor can we answer questions about such fees. If you have questions or concerns about import taxes, fees, and tariffs, please contact your local post office or customs service.

Please do not order from us if you are unwilling to pay additional shipping costs and import taxes, fees, and/or tariffs on your order shipped outside the U.S.


Shipping Schedule:
Most orders usually ship within 1-2 business days. If you are in a rush for your order (needed right away or via overnight shipping), please contact us before or right after placing your order to see about making other possible shipping arrangements.

If you have any questions or any specific needs for your order, just drop us a line by e-mail.


Shipping Times:
Within the U.S.: Most domestic orders shipped within the U.S. take an average of 2-7 business days to arrive, depending on destination. Some may take more time, some may take less, depending on destination and shipment method.

Outside the U.S.: Most international shipments take an average of 2-3 weeks to arrive, depending on destination. Some may take more time, some many take less, depending on destination and shipment method. Some shipments are occasionally delayed in Customs for random inspection which can delay delivery (this is rare). We have seen some shipments take as much as 9-10 weeks to arrive when delayed in Customs.

Weather conditions can also affect delivery time, especially in winter months. Please allow sufficient time for your shipment to arrive before contacting us regarding any possible shipping problems.

Please see Shipment Tracking below for more details.


Shipping Charges:

Please select your destination country in the shopping cart view to see current standard shipping rates.

Heavy/oversize orders and some international shipments may require additional charges to ship, based on the exact weight, size, and destination of the shipment. We will contact you as soon as possible after your order is placed, if additional costs are required to ship.

Rush/Expedited/Overnight Orders:
Expedited shipping is also available on most orders at a higher rate than standard rates (starting at approx. $25 above standard rates). Contact us if you need a shipping quote for an expedited shipment. See Shipping Methods below for more information.

Minimum Shipping/Handling Charge:
We have a minimum shipping/handling charge that applies to any order, regardless of cost, number of items, size, weight, or shipping method used. Whether you're ordering a tiny 19¢ part, or $50+ worth of parts, the minimum shipping/handling charge still applies. We can often ship several items for the minimum shipping/handling charge, so if you are just ordering one small part or item, you might consider getting a few extra spare parts or supplies to make shipping & handling costs more worthwhile on your order. See our Game Parts & Supplies page for listings of thousands of common and frequently-needed pinball parts and supplies that we stock.

Please select your destination country in the shopping cart view to see current standard shipping rates.

"Why is there a minimum charge for shipping/handling?"
On processing most small or single-item orders, any profit on the sale of the parts is usually swallowed up by the cost of labor, time, and materials that it takes to package, process, and ship the order (envelopes, boxes, labels, equipment, man-hours, etc.) This means that we often make no profit on processing and shipping small orders- all of the profit that might be made is swallowed up in the cost of the labor and time it takes our employees to put the order together, package it, and ship it.

To overcome this problem and still be able to continue to sell and ship small / single-item orders to our customers, we have had to invoke a minimum charge for shipping/handling. Unlike some other dealers, we do not require a minimum parts order amount prior to shipping/handling charges (some other online dealers require a $25 or $30 minimum parts order). But we do have a minimum charge for shipping and handling.

Shipment Insurance:
Shipment insurance is available optionally, at additional cost. See the Shipment Insurance section below for more details. We are not responsible for loss, damage, or theft of shipments if not insured for shipping.


Shipping Methods:

We primarily ship parts and supplies worldwide through the US Postal Service. Several methods of shipping are available through US Postal Service depending on your type of order and where you are located.

All shipments we send out include shipment tracking (see
Shipment Tracking below for more details). We will e-mail you with shipping/tracking info as soon as your order goes out.

Expedited shipping is also available on most orders at a higher rate than standard rates (starting at approx. $25 above standard rates). We typically use USPS Express Mail, which is overnight to most urban areas, or 2-day service to outlying areas, and delivery times are guaranteed with Express Mail. Contact us if you wish to have your order sent by Express Mail, and we can provide more info on shipping and additional costs for this expedited service.

Please note that our cut-off time for Express Mail orders is 3:00PM Mountain Time. Orders and shipping costs must be paid and received in full before this time so that there is still sufficient time to process, pack, label, and send the shipment to the post office before the cut-off time. If payment is received after, or too close to, the cut-off time, your order will not go out until the next day, so will take an additional day to get to you.

Other Shipping Methods:
Other shipping methods (such as Federal Express, UPS, Airborne Express, RPS, DHL, and similar others) may be optionally available. Please note that we charge an additional service fee of $20 to ship via these methods (on top of actual shipping costs). We do not normally ship by these methods, so must charge this extra fee to cover our extra time and expense for paperwork, special packaging, and for travelling to/from these locations to drop items off or to arrange for pick-up by their agents. If you have an account with one of these shippers and wish to use it or have them pick up at our shop, the extra handling fee will still apply to cover specific paperwork, labelling, and packaging of the order for shipping by one of these alternate methods. Please e-mail us for more info if you require one of these methods of shipping.

In-Person Pickup at our Shop:
We do not currently have "will call" or in-person pickup of parts orders from our shop. Parts are sent out strictly by shipping only.

This is mainly due to our increasingly-busy schedule of game service and repair calls that we do each day for our local customers. We are typically out-and-about most of our work day fixing pinball machines for our local customers so have very little "in-shop" time during our busy work day.

We recommend placing your order online and we can ship out to you same-day in most cases. Our shipping/handling costs are very reasonable- to ship an order usually costs much less than what you would pay for gas and time if you were to drive to our shop to pick up in person.
Shipment Tracking:
All shipments we send out include tracking services. Tracking number and information is sent to you by e-mail, and goes to the e-mail address that we receive with your order.

You can track your shipment at
www.usps.com.

PLEASE NOTE: Estimated delivery dates provided with tracking info on the www.usps.com web site for standard & Priority Mail shipments are only estimates and are not guaranteed delivery dates. Guaranteed delivery dates are only applicable to USPS Express Mail shipments which ship at a much higher cost.

International Shipments:
Some international shipments may have tracking available only while the shipment is within the borders of the US. So you may not see any tracking information after the shipment leaves a major coastal US port city. Some countries will pick up, and continue to provide tracking on, US shipments. In these cases, you may still see tracking information through www.usps.com. Or you may have to check tracking on the website of the postal service in your destination country (use auspost.com.au for Australia, for example.)

For all shipments with tracking:
Please note that on rare occasions, a shipment may not be scanned by the post office when it goes into their system, and tracking information may not show up in their system until the package is actually delivered. Likewise, a shipment may miss a scan point while en-route, and tracking info fails to show up after that. If you run into this problem, please allow for ample time for your shipment to arrive before contacting us about a possible shipping problem. If the post office contact us about a problem or return your package for any reason, we will contact you, but be aware that after we have turned your shipment over to the post office, it is out of our hands until it is delivered or returned to us for any reason, and there is no further info we can provide to you, other than to confirm shipping date and address. So please be patient and allow for ample time for delivery on your order before attemtping to contact us.

Whether your shipment includes tracking or does not, we are not responsible for any loss, damage, or delays during transit. Shipments are entirely out of our hands after being turned over to the post office for delivery. See Shipment Insurance below for more information.


Shipment Insurance:

Shipment insurance is available, optionally, on all domestic orders shipping within the U.S., and on some shipments going outside the U.S.

If you would like insurance added to your order, please contact us before placing your order, or as soon as possible after placing your order, and we will notify you of the availability and costs for shipment insurance. Our current online ordering system does not allow for insurance to be selected/purchased as part of the online "shopping cart" or checkout system, so insurance has to be paid as a separate payment after placing your order.

If you would like insurance added to your order, just drop us a quick
e-mail after placing your order and we will e-mail you an invoice for the additional cost of insurance for the dollar amount of your order, or can charge directly to your credit/debit card or PayPal account as well.

Please note that some credit cards will automatically cover your purchase if lost, damaged, stolen, etc., so you may want to check with your credit card company before ordering to find out if your purchase will already be insured.

The purpose of insurance is to cover the cost of replacing item(s) in your order should they become lost or damaged while in the mail (please read below for important information on determining value and making an insurance claim).

An additional charge will apply for insurance coverage, and must be requested at time of ordering. We are not responsible for lost, damaged, or mis-delivered shipments if they are not insured, nor if insurance is not requested at time of ordering.

International Shipments: Insurance claims on international shipments can be very time consuming (several weeks or months to resolve) and very difficult, if not impossible, to resolve with international shippers. We are not repsonsible for any delays and will not replace any items unless a claim is resolved and paid.

All Shipments: We are not responsible for any claims or value of goods that a shipper may not pay. In many cases, the shipper themselves will determine the value of goods in your shipment, and this may or may not equal what you paid for the goods. In a case where the shipper will not pay the full value of items in your claim, we will not be responsible for covery any loss or costs that will not be covered by the shipper.

OTHER INSURANCE NOTES: (for all shipments)
PLEASE NOTE that:
  1. Insurance does not cover shipping/handling costs on your order. Insurance covers only the cost of the items in your order. Shipping/handling charges are non-refundable.
  2. We are not responsible for any loss or damage to items shipped, if not insured for shipping.
  3. We are not responsible for any loss, theft, or damage to items after they have been delivered (see "Delivery Confirmation" under "Domestic (U.S.) Orders" above).
  4. We are not responsible for any loss, theft, or damage to items, if delivery confirmation cannot be obtained (if shipment does not have tracking or delivery confirmation, etc.)
  5. We are not responsible for any claim that the shipper will not pay, or that the shipper will only pay in part. Determination of the value of items shipped is usually entirely up to the shipper, so if you have something insured and need to make a claim, you may not get what the item is worth. It's entirely up to the shipper, and we have no control over it, and cannot be responsible for such problems.
  6. Insured shipments require a signature in person, when the shipment arrives at your location. Your signature indicates the acceptance of the shipment. Any claim of loss or damage after the shipment has been signed for will not be honored by the shipper, so be sure to check your shipment before signing that form.
  7. We are not responsible if customer is not home or present to sign for and receive an insured shipment when it is delivered.

If you have any questions or problems, please contact us by e-mail or phone.


Payment Methods:
The following information in this section applies to the sale of parts, supplies, accessories, and services. For payment information on
pinball machines, video games and other similar gameroom items, please see our Game Payment Methods page.

For payment for parts, supplies, accessories, and service/repair, we can accept cash (in person only), major credit & debit cards, and online payments through PayPal.com.

We do not currently accept any payment methods other than the above.


Returns & Exchanges:

NOTE: Call or
e-mail us first if you have an item to return for refund or exchange.

Returns must be authorized before being sent back to us, and not all items are returnable (see below). "Returns" are considered to be any item returned for refund, exchange, or credit.

RMA number must accompany any returned item(s). If your return is authorized, we will give you an RMA number to include with your item(s) being returned. Items returned without an RMA number may not be accepted at all, or a higher restocking fee may apply.
  • Returnable Items: Some items we sell are returnable. Most are not, including: games (pinball, video, etc.), any electrical parts/components, special-order items, paperwork items (manuals, schematics, score cards, etc), any used parts, and any parts sold as-is.
  • Limited to 15 Days: Refunds or exchanges on returnable items are limited to 15 days from date of purchase. No returns or exchanges will be honored after 15 days. Please check your order as soon as you receive it to be sure everything is correct and to your satisfaction, and contact us immediately if there are any problems or questions. Requests for refunds of items after 15 days from purchase will not be honored.
  • Return Shipping Cost: Customer is responsible for any costs associated with packaging and returning any authorized returned items.
  • Refused Returns: If your item was returned and refused (returned without being authorized (no RMA number), or returned after 15 days of purchase), it may be refused. If you wish to have the item shipped back to you, additional shipping/handling costs may apply to re-ship the item back to you a second time.
  • Restocking Fee: All returned items are subject to a 10% to 50% restocking fee, depending on the item, which is deducted from any refund issued.
  • Refund of Shipping/Handling Costs: Shipping/handling costs are not refundable, and will not be refunded.
  • Refund Payment Method: Any payments refunded will be refunded by the original method in which they were received. That is, if you originally made payment by credit card, a refund will be made back to your credit card, etc. No exceptions.
  • Condition of Returned Items: Authorized items returned for exchange must be in same condition as when they were originally shipped to you. Returned items must also be re-stockable and re-sellable to another customer. Any items that do not meet these requirements or that are used, worn, show signs of visible use or handing, or that were damaged after being received, cannot be accepted for exchange or refund.
  • Returned/Refused/Undeliverable Shipments: We are not responsible for any shipments returned to us by shipper for any reason. Such shipments will need to be re-shipped to you, if you so desire, and an additional charge for re-shipment will apply. Any shipments that are returned to us and not re-shipped due to refusal or due to our not being able to contact you, will be issued a refund for purchase price, less restocking charge, and less any shipping/handling costs (shipping/handling costs are not refundable).

    Exceptions:

  • Warranted Items: Items that may be covered under a warranty are returnable after 15 days and/or until the end of the warranty period (whichever is greater), only if defective or faulty. Terms vary depending on item and item warranty - contact us if you have any questions about warranty on any particular item.

  • ROM Chips and USB Keys Purchased on our Exchange Program: (See our ROM Chips page for full details.)

Contact us if you have any questions.

Contact Information:
Be sure to check our Frequently Asked Questions section below- your question may already be answered there!

E-Mail (preferred):staff@actionpinball.com
Phone / Text:801-272-0221
Business Hours:
NOTE: We are located in the Mountain Time Zone.
Hours listed below are for the Mountain Time Zone, and may not be the same as your time zone. (What's this?)

Monday - Thursday:9am - 5pm Mountain Time
Friday:9am - 4pm Mountain Time
Saturday:Normally closed (limited hours on occasional Saturdays)
Sunday:Closed
Shop Address:At this time we do not have a public shop for walk-in customers. Call or e-mail for more info if you need to see us in person.

Local customers please see our In-Person Pick Up info above for a special offer.
Mailing Address:Action Pinball
2350 E Arbor Lane #761
Holladay, UT 84117
USA


Frequently Asked Questions by Phone:

We get a lot of inquiries with "frequently asked" questions that we may or may not be able to help with. We have listed most of these below, in order to save you a phone call, and to save us both some time. If you have a question not answered below, feel free to contact us- our phone number is listed above.

Topic: Info:
"How do I fix my game?" We can provide help with your game by phone or e-mail only if you bought your game directly from our shop. If you did not buy your game directly from our shop, we are unable to help you with technical questions. Please see one of the online websites listed below for do-it-yourself help and info.

If you have a question about parts you need for your game, we can help. Please e-mail us. E-mail is our preferred method of communication and will get you the quickest and best response.

If you are in our local service area we may be able to make a service call appointment to service your game, or have you bring it in to our shop for repair. Call or e-mail us with your needs and we can give you a free estimate and more info. You can visit our Game Service & Repair page for more info as well.

Additionally, you may find some do-it-yourself help via one of these online sources:

- Our Technical Articles Page
- www.pinrepairs.com
- www.pinrepair.com
- www.homepinballrepair.com
"When will my parts order arrive?" See the sections above on Shipping Times, and Shipment Tracking, for more details.

"When will you have this part back in stock?" Any out-of-stock parts listed on our website will have a more info... link in their entry. You can click this link to get more info on the item's status.

Please do not contact us asking about item status, as we will not respond. All information is provided via the more info... link for the item on our site.

"How much is this game worth?" We don't follow current market prices for games, so can't help you with determining value. You may want to purchase a pinball price guide or do an internet search to see what comparable-condition games are currently selling for.
"Can I send you a text?" Yes, but we much prefer e-mail. Please e-mail if at all possible.
Phone Messages and
Returned Phone Calls:
We do not return international phone calls outside the U.S. and Canada due to cost and inconvenient time differences. Use e-mail.

Leaving a Voice Message: If you call and leave us a message, please state your name and let us know exactly what it is you are looking for. Please leave your telephone number TWO TIMES (US or Canada only) so we can be sure we have it correct. Please speak slowly and clearly so that we can understand what you are saying. We get a lot of phone calls where we cannot make out phone numbers, or cell phone calls that cut-out and can't be understood, so please speak clearly, or e-mail us for best/fastest communication.

Parts Inquiries: If you have a question about a part listed on our website, or are looking for something that you can't find on our website, please consider using e-mail for best/fastest communication. Due to our busy shop workload and large volume of calls, we often cannot return phone calls on small parts inquiries, out-of-stock items, or items that we otherwise cannot help you with. So if you need to call on something like this, please continue to do so until you get through, or send us an e-mail message and we will quickly and gladly reply by e-mail.

Be sure to search our Game Parts & Supplies page to see if we already have what you're looking for.


We do not accept any calls from incoming toll-free numbers, unlisted numbers, private numbers, blocked numbers, telemarketers & solicitors, charities and fund-raisers, or from any sources that do not list a phone number for caller ID. Due to the high number of unsolicited telephone calls that our shop receives each day, we have had to adapt our phone system to screen out any of the above types of callers as we simply don't have the time or resources to take these calls.

If you are unable to reach us by phone, or get through to us due to busy call volume, feel free to leave us a voice mail message on our phone system, or drop us an e-mail for faster response.

Thank you!

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