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.
All sales are considered final. Once payment has been successfully processed, orders cannot be canceled or refunded. Should any damage occur in transit, replacement components will be issued at no additional charge, contingent upon adherence to our delivery protocols.
No returns accepted, no refunds allowed. If applicable, replacement parts may be sent after investigation and once approved.
No returns accepted, no refunds allowed. If applicable, replacement parts may be sent after investigation and once approved.
No returns accepted, no refunds allowed. If applicable, replacement parts may be sent after investigation and once approved.
All listed products are custom made and are not eligible for returns/refunds.
Subject to approval with a restocking fee.
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.
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. 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.
support@upperlevelgamerooms.com
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.
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 at support@upperlevelgamerooms.com
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.
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.
Most 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.
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.
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.
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.
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 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
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.
