Every order placed with Upper Level Game Rooms includes shipping insurance, 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 Before Signing:

Upon delivery, carefully check all items for visible damage or missing parts before signing the delivery receipt. If 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.

Important Shipping Insurance Notice

In line with standard procedures followed by major U.S. carriers (e.g., UPS, FedEx), it is essential that you retain any damaged items until we or the manufacturer provide further guidance. Disposing of the item will  result in forfeiting your eligibility for shipping insurance coverage.

Additionally, if you sign the delivery receipt without noting any visible damage or missing packages, it may void the included shipping insurance for your order. Please inspect your shipment carefully upon arrival.

Claims & Processing:

We’ll handle 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 two-way 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