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Order Guide & Shipping Times

Free Tax*

We apply no sales tax for orders shipped to 47 U.S. states! Only orders shipped to Nevada will include 6.85% sales tax, as required by state law. Some cities in Nevada have a higher sales tax due to specific district rates.

Purchase Confirmation

Welcome and thank you greatly for ordering from the Upper Level Game Rooms team! We are here to help from A-Z.

You will receive a confirmation email after placing your order. Please review the delivery and payment details carefully. If any information is incorrect, please contact us right away. Additional fees (depending on situation) may apply if shipping or billing details need to be corrected after the order has been shipped due to customer error or typos. Please review your order confirmation carefully to ensure all details, especially your shipping address, are correct.  Thank you for your order!


Shipping Policy and Information

Important Notes:

  1. By placing an order with Upper Level Game Rooms and selecting a delivery method, you confirm that the product can fit through all necessary entry points of your property. If the item is too large to be delivered to your desired location, any costs for disassembly, return shipping, or restocking will be your responsibility.
  2. We offer several delivery options for most products. Please check individual product pages or brand-specific notices for any exceptions. We partner with trusted carriers like FedEx, UPS, and freight services to deliver your order safely and on time. Most items arrive within 1–3 weeks, while custom or oversized products may take up to 17 weeks or possibly more. We will try to make it as fast as possible on our end. 
  3. For detailed information on timelines: please see our Complete Shipping and Delivery Times Portal. Before ordering, please measure and double-check that your item can fit through all necessary entryways before delivery to avoid return fees. To help your order go as smoothly as possible, here are the options available to you:

We offer free curbside and liftgate service!

All freight items ships with liftgate service at no extra cost to you (commercial or residential).

Options for Unloading heavy items

We want your order and delivery to go as smoothly as possible, here’s a quick guide to help you prepare:

  1. Commercial Deliveries
    If your location has a loading dock or forklift, you're likely all set, no need for liftgate service. These tools make it easy to unload large or heavy items directly from the truck directly.
  2. Residential Deliveries
    No dock? No forklift? No people to help? No problem, we have a liftgate service for you. This service lets the driver use a hydraulic platform to lower your item safely from the truck (about 4 feet off the ground) down to street level. However, please note: you will still need helping hands to help you move the item into your garage or final resting place. The amount of people you will need to help depends on the heaviness/bulkiness of your item.

Delivery Add-ons during checkout

Inside Delivery

Inside delivery means the driver will bring your order just inside the first doorway or garage of your location. Please note, drivers do not move items up stairs, into specific rooms, or provide assembly. This service is useful if you need help getting your delivery past the curb and into your building (subject to availability).


Before your item arrives

  1. In most cases, the freight carrier will reach out to schedule a delivery window; however, this can vary by carrier, as some may simply provide tracking updates with estimated delivery times instead of direct contact.
  2. Please make sure you are ready for pickup of the item and have the necessary people to help unload and move the item. For a smooth delivery experience,
  3. please ensure the delivery address is accessible and any necessary entry instructions are provided in advance. Please ENSURE you are available to inspect and sign for the delivery—you may be financially responsible if the shipping carrier is unable to reach you during delivery and needs to store the item.

Upon Item Arrival, please inspect all deliveries (SHIPPING INSURANCE STEP) 

  1. Before signing for your item, please inspect the packaging and product thoroughly, annotate details, and take multiple photos no matter the condition as a precaution — this helps us resolve any issues quickly and smoothly. Please see all of the product inspection steps 📄 here.The shipping insurance is always separate and different from the manufacturer’s warranty (if applicable) on your item, and helps protect you in case of damage during transit. 
  2. To ensure you're fully covered, we want to make sure and kindly repeat:

    Please must inspect and annotate any visible damage (no matter how minor) at the time of delivery before approving it — for your best interest. We want to be able to help you fully and make things right if something happens during shipping!

If damage isn’t documented when the item is dropped off, the shipping insurance may be void, and unfortunately, we won’t be able to help file a claim. 

We've prepared a clear, step-by-step inspection guide — with examples and “what-if” scenarios — so you’ll be fully prepared better than most when your order arrives. Step-by-step Inspection Guide.

Freight Deliveries

Once your item ships from the warehouse: Delivery Schedule

  • Once your order ships from the warehouse, you’ll receive an email with tracking details. We aim to process and ship your order as promptly as possible. Please note that delivery timelines may vary depending on the product, supplier location, and carrier availability. Shipping is almost always arranged by the supplier, and the freight carrier or shipping method may change without prior notice. 
  • 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.
  • In most cases, the freight carrier will reach out to schedule a delivery window; however, this can vary by carrier, as some may simply provide tracking updates with estimated delivery times instead of direct contact.
  • Please make sure you are ready for pickup of the item and have the necessary people to help unload and move the item. It would be best if there’s a group (2-4 people) to help receive the item, especially since most items are bulky and heavy. For a smooth delivery experience, please ensure the delivery address is accessible and any necessary entry instructions are provided in advance. Please ENSURE you are available to inspect and sign for the delivery—you may be financially responsible if the shipping carrier is unable to reach you during delivery and needs to store the item.While we do our best to provide accurate delivery estimates, unforeseen delays can occasionally occur. We appreciate your understanding and patience as we work to get your order to you safely and efficiently.

Delivery overseas

We do not ship overseas. However, we can ship to a warehouse based in the US from where you can personally arrange shipment to anywhere in the world.

How Freight Shipping Works

Bill of Lading

When your item arrives the deliverer will hand you a BiIl of Lading. The Bill of Lading or Freight Bill is our only documentation of the condition of a load when it arrives at your site. Your signature on a delivering carrier’s freight receipt (Bill of Lading) constitutes acceptance of the merchandise “as is” and in good order.

If you do not inspect before signing you are, for all practical purposes, waiving “Upper Level Game Rooms” and therefore YOUR right to collect on a damage claim even if the damage is “concealed”.

Once you sign the bill of lading, the merchandise and the responsibility is yours to a point!

Important! Check the Delivery Before Accepting

Many things can happen between the manufacturer and the final destination for items. Therefore, we ask that you do a very small amount of work to protect both of us. 

To protect your eligibility for a replacement, refund, or exchange, please follow these steps carefully: 

Finding Damage Upon Delivery

Check immediately for possible damage during shipment. The National Claims Council Regulations specify that you must

  1. Inspect, examine and inventory your delivery, as it is unloaded. 
  2. Check all packaging for visible damage such as dents, tears, holes, or crushed corners.
  3. You should open cartons and containers during delivery. Do an inventory count and confirm all items against your order and the delivery slip. Identify missing or incorrect items, or anything that raises concern related to the package, make sure to note it on the delivery receipt.
  4. Freight deliverers expect to give you 15 minutes to do this.
  5. If there is the slightest doubt that the merchandise is damaged (concealed or not) it must be noted on the Bill Of Lading or Freight Bill in order to prove the damage was done by the delivering carrier.
  6. Do not discard any packaging until you’ve fully checked your items.
  7. If the box, crate, or merchandise is visibly badly 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. Take 2+ non blurry pictures (more are better) and or video for proof along with the Bill of Lading. Inform us at support@upperlevelgamerooms.com.

If you find shipping related damages

  1. Should you determine that any items are damaged or missing, you MUST note the item, the discrepancy, and the condition, on the bill of lading, or Freight Bill BEFORE you sign it.


Finding Concealed Damage After Delivery

Examples of concealed damage are

  • Opened corner joints
  • Protrusions under the playing surface
  • Split or cracked parts of the legs, corner blocks, or frames.

  1. In the event of concealed damage, you must immediately document and photograph the packaging and the damage. You must keep the packaging. Do not remove the item. Email support@upperlevelgamerooms.com and report the damage clearly. We will help determine if it may have been from the shipping carrier or a manufacturer defect.


Typically, if it was caused by the shipping carrier, the carrier will begin a concealed damage claim and ask for an inspection. The inspector will determine if the damage was possibly caused by them. Remember you may have signed the Bill of Lading document saying everything was good. A report must be filed with the carrier within 5 days after delivery and a claim filed with the carrier. The sooner concealed damage is discovered and reported, the better. If it was from the manufacturer, we will always see what we can do and do our best to help resolve the situation and take care of you.Further measures that may help in the claim process include the following:

Please keep a copy of the Bill of Lading or Freight Bill noting the damage and the driver’s signature. Take multiple photos and or videos of the damage. If possible, photographs of the identified damaged shipping boxes still on the truck will limit the buyer’s liability. Send all photos and information through to support@upperlevelgamerooms.com and request to start a claim. 

Shipping Insurance

Every order placed with Upper Level Game Rooms includes 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.

overview

  1. Always Inspect Items 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. Check to make sure you have the right amount of items. In some cases, signing without any notes of damage waives your shipping insurance, and we cannot assist with claims after that point.
  2. 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.
  3. 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.


  4. 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 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 

Shipping Delays and Fees

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

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. Check to make sure you have the right amount of items. In some cases, signing without any notes of damage waives your shipping insurance, and we cannot assist with claims after that point.

  • 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
  • Freight delivery dates are estimated, and delays may occur due to weather, traffic, or other factors beyond our control.
  • You will not be held financially responsible for delivery delays caused solely by the carrier.
    Freight Delays, Damage, or Loss
Freight Delays, Damage, or Loss
  • In the event of shipping delays, damage, or loss during transit, you agree to allow the carrier and supplier the opportunity to address and resolve the issue. Please allow us ample time to solve the situation. Our team will assist in facilitating a timely resolution to the best of our ability. Should you choose to cancel the order instead, applicable cancellation fees will be deducted from your refund. 

If you need to change the delivery address:

  1. 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
  2. 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.

Order Cancellations and Fees

Order Cancellation Before Shipment

Orders may be canceled for a refund only if they have not yet been processed or shipped, and if supplier policies allow. 

  1. 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. 
  2. 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.
  3. 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.
  4. 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. 

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. 

  1. A 3% deduction will apply to cover non-refundable merchant processing fees incurred by our small business.
  2. A restocking 10-30% restocking fee
  3. 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. 

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