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 and other non-returnable/non refundable product brands noted here.

Please note: shipping and handling fees incurred will be charged to all applicable customer returns.

Applicable returns cannot be processed after the 30-day window. Unfortunately, if more than 30 days have passed, we’re no longer able to offer a refund or exchange.

Please see the below for steps: 

Return Process

1. Email us at: support@upperlevelgamerooms.com
     Include:

• Your full name

• Order number

• Reason for return

• 2+ non-blurry Photos of damaged or defective item(s)

2. 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 it yet until hearing promptly from us. 

3. 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). 

• 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, clearance, or final-sale items are non-returnable.

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 manufacturers 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 Item 

• 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 Department.  

Email: support@UpperLevelGameRooms.com