Ordering and Contact Information
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- Game Parts & Supplies - Game Service & Repair - Games for Sale - Ordering Info - Technical Articles - Contact Us |
For information on purchasing and shipping Pinball Machines or other games & equipment, please see our Game Sales Info page. Page Contents:
 Current Shipping Delay Info
We're not seeing many delays with shipping right now, other than occasional delays due to some localized weather conditions. Please review the tracking information that was e-mailed to you when your order shipped, to check the status of your shipment. If your shipment is delayed, please do not contact us as there's simply nothing we can do. We have no more insight to the shipping system than the tracking information available online. If you need more info that what the tracking shows, you must contact the shipper directly. Contact info: USPS (US Postal Service):
UPS (United Parcel Service):
Please bear in mind that the following National Holidays (actual or observed) will add at least 1 business day's delay to the delivery time of your shipment, if your shipment is in transit over one of these days:
How to Order
All parts orders are done by shipping only. We do not currently offer a will-call or in-person pickup option. Please place your order online through our website.
Shipping & Handling Charges:
To view shipping & handling charges, simply add any item to your shopping cart, then go to the shopping cart view and select your country to see current 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. Shipping & handling charges listed in shopping cart view are for standard shipping. We do not offer any expedited/rush/overnight shipping at this time. International Orders (Outside the U.S.):
International customers located outside the US can now order from us, and save on shipping costs, by using a US-based forwarding service such as MyUS.com, MyMalls.com, or similar (see note below). The forwarding service provides you with a US shipping address where your order will be shipped. After it arrives, it will be forwared on to your actual address outside the US. We have many international customers that use a US-based forwarding service to save costs. (We do not specifically endorse any particular forwarding service, but simply offer the above examples as suggestions). Follow these steps to order through our site using a forwarding service:
NOTE: We make no guarantee that your shipment will arrive trouble-free with a forwarding service. Use of any forwarding service is done so at your own risk. Any issues with receiving your shipment AFTER it has been delivered to the US address of your forwarding service must be handled between YOU and the FORWARDING SERVICE. We assume no responsibility for the shipment after it has been delivered to your US address. We are not responsible for shipments that may be returned to us by your forwarding service as undeliverable/unforwardable. Not all forwarding services serve all non-US countries, so please choose a service that services your country before ordering. Shipping/handling charges are not refundable, so any shipments that are returned to us will be subject to a second shipping/handling charge if we are to attempt to re-ship your returned order to you. If your order is being refunded, shipping/handling charges will not be refunded as part of the refund payment. "Why do you no longer ship directly outside the US?" Here are some of the reasons we no longer ship directly outside the US:
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 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 for more info. Order Change / Cancelation Fee:
We have a $3.50 service charge for changing or canceling an order after it has been placed. So if you want to add/remove something in the order, or cancel it altogether, this charge will apply. This charge applies for each request to change the order. So for example, if you contact us 1 time asking to add 3 or 4 items, there will be 1 charge of $3.50. If you contact us a 2nd time wanting to add more items, there will be a 2nd charge of $3.50, and so on. Orders being changed may also be subject to a delay of 1-2 business days. The service charge goes toward covering extra necessary labor and material costs for our staff to do any/all of the following:
Shipping Names / Addresses:
The last name, or company name, on your shipping address that you submit to us, should match the name you currently have on file with USPS under your address. If it does not:
This doesn't always happen, but has been happening more frequently in recent months, so we ask that you take care to submit an accurate shipping name and address with your order, to avoid any potential delivery problems. If you're not sure if your name matches USPS records, simply drop by your local USPS branch and enquire in person. They will be glad to tell you, and update your records if necessary. Problem shipments like this are typically those where the customer uses a false name, non-personal name, or a "novelty" name, such as:
Please make sure your name matches what is on file with USPS for your address. Shipping Schedule:
We are currently shipping orders without any delays (our normal average lead time before shipping is 0-to-3 business days, depending on how busy we are). You should receive a payment confirmation (receipt) e-mail from PayPal.com after placing your order. This confirms your payment. If you don't see it, please check your e-mail 'junk' or 'spam' folder, in case messages to you are being mistakenly misrouted by your e-mail application. We will send you an e-mail with shipping/tracking info as soon as your order goes out. Please do not e-mail us or call asking when your order will ship, or if it has shipped - this only slows things down. If you don't see an e-mail from us within 3 business days of placing your order, please check your e-mail 'junk' or 'spam' folder, in case messages to you are being mistakenly misrouted by your e-mail application. Be sure to white-list us in your e-mail app so our e-mails get through. Shipping Times:
Standard Shipping: Within the U.S.: Most domestic orders shipped within the U.S. take an average of 4-7 business days to arrive after being posted, depending on destination. Some may take more time, some may take less, depending on destination and shipment method. Please note that business days include only the days that the US Post Office is open and offering service. Business days do not include weekends or postal holidays. Outside the U.S.: Most international shipments take an average of 2-3 weeks to arrive after being posted, depending on destination. Some may take more time, or 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. Expedited Shipping: We are not currently offering any expedited/rush/overnight shipping at this time. Shipping Delays: Holidays, weather conditions, and unforseen delays in the USPS system can also affect delivery times, especially in winter months. Please allow sufficient time for your shipment to arrive before contacting us regarding any possible shipping delays. Please see the Shipments Delayed or Lost section below for more details. Shipping Methods:
 US Postal Service (USPS):
We use USPS for most shipments, as they have the least-expensive rates, and fastest delivery times. See the Shipping Times section above for average delivery times.  United Parcel Service (UPS):
We use UPS for some large/heavy/oversize shipments, depending on weight/size. See the Shipping Times section above for average delivery times. We currently do not use any other shipping methods. Please do not ask, as we will not be able to accomodate you. If you have any concerns about receiving your shipment by either USPS or UPS, please contact us before placing your order, to avoid any possible delivery problems, or unexpected return of your shipment. We are not currently offering any expedited/rush/overnight shipping at this time. Shipments Delayed or Lost:
NOTE: The information in this section applies only to shipments going to U.S. (domestic) addresses. If you are outside the U.S. and have a U.S.-based Forwarding Service that is handling your shipment, please read the INTERNATIONAL note below for more details. It's rare to have a delayed shipment. And extremely rare to have one that gets lost in shipping (over 10 years since our last lost order). Please note that 100% of delayed shipments that we have seen in the last year have been delivered thus far. NONE have been lost or returned to us. Delivery Times for ON-TIME Shipments:
Delivery Times for Recent DELAYED Shipments:
We have a "firm but fair" policy on delayed/lost shipments. If your order has been delayed in shipping and/or you suspect that it has been "lost", we offer two options listed below:
INTERNATIONAL: The above options only apply to your shipment going from our shop, to your US-based Forwarding Service. If your shipment is delayed after your forwarding service has received it, we can do nothing to help you. You will have to work directly with your forwarding service to clear up any problems after they have received your shipment from us. Please do not contact us if your order is not showing up on time. Once it leaves our shop and is turned over to the shipper, it is entirely in their hands, and there is nothing more we can do. We can get no more information from shippers than you can, which is the tracking information that they make available through their websites. If no tracking info is showing up for your shipment, this means the shipper failed to scan the shipment into their system when they took posession of it. This is rare, but does happen occasionally. When it does, typically we don't see any tracking info show up until the shipment is delivered. Please allow sufficient time for your shipment to arrive, then consider Option 1 or Option 2 above to further proceed. Further options, depending on how your order was shipped: USPS (US Postal Service):
UPS (United Parcel Service):
Shipment Tracking:
All packaged shipments we send out include tracking services. Tracking number and other shipment details are sent to you as soon as your order ships, and go to the e-mail address that we receive with your order. If you don't see an e-mail from us within 3 business days of placing your order, please check your e-mail 'junk' or 'spam' folder, in case messages to you are being mistakenly misrouted by your e-mail application (this is fairly common). A link to the carrier's tracking website is included with the e-mail notification so you can track your shipment online. Please be patient and allow carriers up to 24 hours to get tracking information into their system after your shipment has gone out. If no tracking info is showing up for your shipment, this means the shipper failed to scan the shipment into their system when they took posession of it. This is rare, but does happen occasionally. When it does, typically we don't see any tracking info show up until the shipment is delivered. Please allow sufficient time for your shipment to arrive. See the section above on Shipments Lost or Delayed for further info. PLEASE NOTE: Delivery times provided with tracking info are only estimates and are not guaranteed delivery dates. Your shipment may arrive sooner, or later, than the estimated delivery time. This is normal. For all shipments with tracking: Please note that on rare occasions, a shipment may not be scanned by the shipper when they take posession of it, 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. See the section above on Shipments Delayed or Lost for more important info. If the shippers contact us about a problem, or return your package to us for any reason, we will contact you, but be aware that after we have turned your shipment over to the shipper, 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, and echo any tracking info that they provide through their website. So please be patient and allow for ample time for delivery on your order before attemtping to contact us. Please do not contact us if your order is not showing up on time. Once it leaves our shop and is turned over to the shipper, it is entirely in their hands, and there is nothing more we can do. Further options, depending on how your order was shipped: USPS (US Postal Service):
UPS (United Parcel Service):
Shipment Insurance:
Most shipments we send out do not include shipping insurance. Shipment insurance is available, optionally, on most shipments. E-mail us before placing your order (or immediately after placing your order) for information about adding shipping insurance. If your shipment is not insured, we are not responsible for any damage, theft, or loss after the shipment leaves our shop. 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 usually 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. 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:
If you have any questions or problems, please contact us by e-mail or phone. Payment Methods:
All payments we accept are processed by the secure PayPal system. You do not need to have a PayPal account to make payment- you can use any major credit/debit card, OR the funds from your personal 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. If you don't have a PayPal account to log into, or have one but prefer not to use funds in your existing PayPal account, just select the "Pay with Debit or Credit Card" button at checkout instead (see image below for reference): 
Returns & Exchanges:
Any returned items must be authorized, so you must call or e-mail us first if you have an item to return. We will give you an RMA number to include with your return, if it is authorized for return. Not all items are returnable. Authorized returns are subject to a minimum 10% restocking charge. Unauthorized returns may be denied or assessed a higher restocking charge.
Contact Information:
Be sure to check our Frequently Asked Questions section below- your question may already be answered there!
Frequently Asked Questions
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 restrict much of our incoming call activity as we simply don't have the time or resources to take these calls. Please contact us through our website or use e-mail to reach us for fastest and best response. |
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