Return & Refund Policies

Your satisfaction is important to us, which is why we offer a 30-day return policy on all new items, except for final-sale brands, customized products, and other non-returnable/non refundable product brands noted here.

Please see our Warranty Policy page for how we will still do our best to take care of you if there is something off with your item here: Warranty Policy.
Each manufacturer has their own warranty policy, which can vary in terms of duration, covered parts, and the specific process involved.
For all brands, please note: shipping and handling fees incurred will be charged to all customer returns, if applicable.

30 days for returns on applicable items

We hope that you love your item so much that returns will not be desired.

Noting this, applicable returns from certain manufacturers can only be processed within the 30-day window. Unfortunately, if more than 30 days have passed, we’re no longer able to offer a refund or exchange.

All returns must be in brand new, unused condition and include the original packaging to ensure the product can be resold as "New."

Items should not be assembled or used in any way. For cancellations, please submit your request in writing or via email—verbal cancellations cannot be accepted. Returned items require a Return Authorization number, which will be provided by our customer service team via email. Other restrictions may apply.

Special note: For Prestige Import Group items, please contact us within 14 calendar days to process the return.

Return Process

01

Email us at:

support@upperlevelgamerooms.com

Your full name
Order number
Reason for return
2+ non-blurry Photos of damaged or defective item(s)

02

Await Confirmation

We will respond within 1–4 business days with the status of the return request
If approved, return instructions will be included.
Please do not return the item until hearing promptly from us

03

Package Your Return

Securely pack the item in its original box.
Add return label if applicable.

Return Eligibility

Not all items are eligible for return.
Final sale brands are non-returnable/non-refundable (please check the current list above).
Items must be in original packaging with all parts, accessories, manuals, and documentation included.
Return requests must be submitted before initiating a return - unauthorized returns may be denied.
Customized, special-order, or final-sale items are non-returnable.
If the box, crate, or merchandise is visibly damaged, you must refuse the delivery and request a Return Authorization number in order for the merchandise to be shipped back to its origin at no charge.

Return Fees

A 3% deduction will apply to cover non-refundable merchant processing fees incurred by our small business.
A 10-30% restocking fee.
Shipping Costs All of our products have free shipping. Behind the scenes, however, the actual cost to ship these large, heavy items typically ranges from $200 to $1,000+, depending on the product and destination. We cover this upfront. In applicable situations, if you choose to cancel your order after it has shipped, or request a return, please note that one or both of the original shipping cost and the return shipping cost may be deducted from your refund, even if you received "free shipping" on your initial purchase, depending on the situation. If it is a manufacturer's mistake or failure of the item, we will do our best to help resolve this for you. We do this to remain fair and transparent while continuing to offer top-tier service, competitive prices, and trusted delivery - without hidden fees.

Important Notes on Non-Returnable Items

Certain items are non-returnable due to supplier policies.
For such products, any concerns or defects must be addressed through the supplier’s warranty process, and we’ll be happy to assist you in contacting the manufacturer where possible.

Choose the Right Courier

Please, if you decide to process a return, we ask that you always use a trackable shipping service and consider purchasing shipping insurance when shipping any return item. We don’t guarantee that we will receive your returned item, and we must have a tracking number showing that the item was delivered to process a refund. We want it to go as smoothly as possible for you if you do go the return route.

Damaged or Defective Items

If your item arrives damaged or is missing parts, contact us within 24 hours of delivery.
Include clear video and/or photos of the damage and packaging.

We will coordinate a replacement or parts shipment, if approved, in accordance with the supplier’s policies.

If you have any questions, please reach out to our Customer Service at Support@upperlevelgamerooms.com.

Please note:

Returns due to buyer's remorse—such as unexpected color, size, item not fitting through entryways, or change of mind are not eligible.

For damaged or defective items, please just send us a message with 2+ non-blurry photos within 24 hours of delivery and we'll take care of you. We may also ship out a replacement part from the manufacturer instead of doing the return process.

Missing deliveries, delays, address changes

We recommend accepting delivery as soon as your order is ready to ship. If you need a specific delivery date, please coordinate with us before your item ships. Delaying delivery after the item leaves the warehouse may result in storage fees or return charges from the manufacturer.

Missing or refusing a delivery

If your order is returned to the manufacturer due to refusal or unavailability, a refund will be issued minus any applicable cancellation, restocking, or shipping fees.
Custom or made-to-order items are non-returnable. If refused, you will be charged the full cost of the item, including third-party and freight fees.
If the shipping carrier holds your order due to a missed delivery, the customer will be responsible for any storage and re-delivery charges before it is rescheduled.

If the Carrier Causes the Delay

If your item arrives damaged or is missing parts, contact us within 24 hours of delivery.
Include clear video and/or photos of the damage and packaging.

Shipping/Delivery Address Changes

Please review your order confirmation carefully to ensure all details— especially your shipping address—are correct, and notify us immediately if you need to update your shipping address.

Before Your Order Ships: We’ll gladly assist with updating your shipping address at no additional cost. In some cases, placing a new order may be necessary.
After Your Order Ships: Unfortunately, we’re unable to modify the delivery address once your order is in transit. If an item is returned to us due to an incorrect address, it will be processed according to our return policy and may incur applicable fees.

Overview of process

All orders placed with Upper Level Game Rooms include shipping insurance (if applicable), providing coverage for loss or damage during transit. This protection ensures you're not left responsible for carrier-related issues as long as the proper reporting steps are followed.

If your item is damaged in transit or arrives incomplete, and you report the issue following our guidelines, we’ll assist in coordinating with the supplier to seek a resolution. 

Inspect Your Item Carefully Before Accepting Delivery

Upon delivery, carefully check all items for visible damage or missing parts before signing the delivery receipt. If any damage or loss is found, make sure to note it clearly on the receipt.

Signing without any notes of damage waives your shipping insurance, and we cannot assist with claims after that point.

Keep All Packaging & Damaged Items

Please retain the damaged product and all original packaging until we or the supplier provide further instructions.

Disposing of the item or packaging before a resolution is approved may void your coverage.

Shipping Insurance Notice

If you sign the delivery receipt without noting any visible damage or annotating any missing packages, it may void the included shipping insurance for your order.

Please inspect your shipment carefully upon arrival.

Claims & Processing

We’ll help in handling some of the communication with the shipping carrier and supplier to help resolve your claim as efficiently as possible. If the claim is approved, you’ll be refunded the amount covered by the shipping carrier, minus applicable fees and any shipping charges, if applicable.

If the carrier denies the claim, we are unable to issue a refund. For any additional questions about shipping insurance, you may email us at: support@upperlevelgamerooms.com

Order Cancellations and Fees

A 3% deduction will apply to cover non-refundable merchant processing fees incurred by our small business, however you can also choose another item in the store.
Made-to-Order Items: You may cancel your order at any time before it enters production (excluding Final Sale Brands and those non-cancellable). Once production begins on custom items, we are unable to accept cancellations or changes.
Shipping Costs: All of our products have free shipping. Behind the scenes, however, the actual cost to ship these large, heavy items typically ranges from $200 to $1,000+, depending on the product and destination.

We cover this upfront. In applicable situations, if you choose to cancel your order after it has shipped, or request a return, please note that one or both of the original shipping cost and the return shipping cost may be deducted from your refund, even if you received "free shipping" on your initial purchase, depending on the situation. If it is a manufacturer's mistake or failure of the item, we will do our best to help resolve this for you. We do this to remain fair and transparent while continuing to offer top-tier service, competitive prices, and trusted delivery - without hidden fees.

Please note that the eligibility to get a refund for canceled orders depends on the supplier policies as well, as some items are Non-Cancellable. Other restrictions may apply.

Order Cancellation After Shipment

Depending on the Supplier's cancellation policies, if allowed and if the order was cancelled after shipping, you will receive a refund for the cost of your order (minus any applicable cancellation fees) once the warehouse confirms receipt of your returned item. They will likely take pictures as well to determine the product issue. If the shipment is already in transit, we'll do our best to coordinate with the carrier/supplier to stop it. If the delivery still arrives at your location, you may simply refuse it at the door. Please keep in contact with us during this time.

A 3% deduction will apply to cover non-refundable merchant processing fees incurred by our small business.

Shipping Costs: All of our products have free shipping. Behind the scenes, however, the actual cost to ship these large, heavy items typically ranges from $200 to $1,000+, depending on the product and destination. We cover this upfront. In applicable situations, if you choose to cancel your order after it has shipped, or request a return, please note that one or both of the original shipping cost and the return shipping cost may be deducted from your refund, even if you received "free shipping" on your initial purchase, depending on the situation. If it is a manufacturer's mistake or failure of the item, we will do our best to help resolve this for you. We do this to remain fair and transparent while continuing to offer top-tier service, competitive prices, and trusted delivery - without hidden fees.
Please note that the eligibility to get a refund for canceled orders depends on the supplier policies as well, as some items are Non-Cancellable. Other restrictions may apply.

Get in touch today

Return & Refund Policies

30 days for returns on applicable items

Return Process

01

Email us at:

02

Await Confirmation

03

Package Your Return

Return Eligibility

Return Fees

Important Notes on Non-Returnable Items

Choose the Right Courier

Damaged or Defective Items

Please note:

Missing deliveries, delays, address changes

Missing or refusing a delivery

If the Carrier Causes the Delay

Shipping/Delivery Address Changes

Overview of process

Inspect Your Item Carefully Before Accepting Delivery

Keep All Packaging & Damaged Items

Shipping Insurance Notice

Claims & Processing

Order Cancellations and Fees

Order Cancellation After Shipment

Get in touch today

GET IN TOUCH

GET IN TOUCH

MEET THE TEAM

RYAN & MAGGIE

JD

KAILA

PATRICIA

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Return & Refund Policies

30 days for returns on applicable items

Return Process

01

Email us at:

02

Await Confirmation

03

Package Your Return

Return Eligibility

Return Fees

Important Notes on Non-Returnable Items

Choose the Right Courier

Damaged or Defective Items

Please note:

Missing deliveries, delays, address changes

Missing or refusing a delivery

If the Carrier Causes the Delay

Shipping/Delivery Address Changes

Overview of process

Inspect Your Item Carefully Before Accepting Delivery

Keep All Packaging & Damaged Items

Shipping Insurance Notice

Claims & Processing

Order Cancellations and Fees

Order Cancellation After Shipment

Get in touch today

RYAN & MAGGIE

JD

KAILA

PATRICIA

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