Your happiness is our number one priority. We will always do everything we reasonably can to fix any problems that arise. Please read our policies carefully, including the section below entitled Your Responsibilities, to be sure we both have reasonable expectations for delivering your custom, made-to-order furniture.
These policies apply to orders placed on or after November 1, 2019. Our previous policies are only applicable to orders placed prior to that date.
You may place an order at anytime online, or you can place your order by phone at 833.833.6050 between 9am and 5pm, Monday through Friday.
Most of our custom, made-to-order furniture items have configuration options and you may have questions. We are eager to help and are able to send swatch samples and help you make decisions. Give us a call or send an email to info@jackgameroom.com with your specific question or request to call you back at a time that is convenient for you.
It is often a good idea to get a Quote to have as a reference while you are making your decision. Our trained customer care agents can typically prepare a quote in a matter of minutes that will document the exact item and options you are considering. Quotes are typically valid for 30 days and can be converted to an order online, by phone, or with an email to info@jackgameroom.com.
The timing of order processing, payments and deposits may vary:
Orders for custom, made-to-order furniture are considered final once they go into the production queue. This is typically within 48 hours of order placement. Final finishes and fabrics can often be changed for up to 3-4 weeks after an order is placed.
For made-to-orders items with longer lead times, a deposit of 50% of the order value is collected at the time of order. The balance of the order will be charged approximately 2-4 weeks prior to shipment. Items in stock and ready-to-ship are fully charged at time of order.
When you place an order for custom make-to-order items online, it may appear the entire order is charged to your credit card but you can be assured the amount of your order will be authorized when you place your order online but will not be charged to your credit card at that time. Your order will be reviewed by a customer care representative and then manually charged the deposit amount when the order is approved and processed.
Orders for in-stock furniture and non-furniture items are charged in full at the time the your order is accepted and processed. This is typically within 24-48 hours of the order being placed.
Orders for custom, made-to-order furniture are typically put into production 48 hours after being Approved. We will be as accommodating as possible with regard to order modifications or cancellations based on individual circumstances but, in general, the following terms apply:
Orders can be cancelled or modified within 48 hours of order Approval without penalty. Just give us call at 833.833.6050 or drop us an email at info@jackgameroom.com to get the process started.
Modifications to any order for custom, made-to-order furniture requested more than 48 hours after order Approval will be charged a 5% change fee.
Beginning two (2) weeks after an order for custom, made-to-order furniture is Approved, but before the item has shipped, the order can be cancelled with a forfeiture of 50% of order value. There are no exceptions to this policy.
After an order for custom, made-to-order furniture has been shipped, the order can be cancelled or returned with a refund equal to 50% of the item plus any shipping charges incurred in either outbound or return shipment. Refund will be made after the item is returned and inspected at our warehouse. There are no exceptions to this policy.
Orders of in-stock items (both furniture and non-furniture) are typically fulfilled within 48 hours after being placed. We will be as accommodating as possible based on individual circumstances but, in general, the following terms apply:
Orders for in-stock furniture and non-furniture items may be cancelled upon request within 48 hours of order placement and will be refunded in full at no penalty.
Cancellation of orders for in-stock furniture and non-furniture items more than 48 hours after order placement but before the item has shipped will also be accepted and refunded in full at no penalty.
Cancellation of orders for in-stock furniture and non-furniture more than 48 hours after order placement and after the item has shipped will be accepted and refunded less a 15% restocking fee plus shipping charges incurred in either the outbound or return shipment.
As a retailer, we like to abide by the maxim "the client is always right" (even when we are in a bit of a grey area). The best way to make that happen is to be sure you are well informed and have appropriate expectations. That will save us both a lot of money and aggravation. In the end, that will also keep our prices as low as possible for all our clients and reduce the landfill waste and carbon footprint associated with manufacturing and transporting unwanted goods.
We are here to help. We have been doing this for years. We are experts at avoiding mistakes and troubleshooting problems that arise. We strive to do everything we can to make sure you get what you are looking for and that you are delighted with your experience. We live for client referrals and 5-star reviews!
Much of our offering is highly-customizable, made-to-order fine furniture. We know you will have questions. We have answers. Call or text us at 833.833.6050 or chat live online. We are always available during regular business hours. Or you can email us anytime at info@jackgameroom.com.
A lot of our furniture is large in scale and requires extra space to be delivered and placed in your home. Measure your space carefully before you order--including doorways, hallways, stairs, elevators, etc.--to make sure the item can be safely delivered and will fit in the space intended. For certain products like pool tables, it is especially important to take into account the required clearance around your furniture for it to function properly. Review information online carefully or get in touch. We can help!
We offer a wide variety of fabrics, wood finishes and other customizable features. Take advantage of our free swatch sample program and be sure to review real samples before you place your order.
Take your time when ordering an make sure you are getting exactly what you want. If you are unclear, give us a call or send us an email to confirm. Better yet, chat with us live during normal business hours to get help in real time. Either way, we will review your order with you carefully on the phone before Approving and processing the order.
If you forget to order samples or don't want to wait to order, we can place your order in the queue and expedite you swatch samples for approval. Either way, we will require you to positively confirm your order via email after you have reviewed swatch samples before we Approve your order and get the factory cranked up and working on it.
Inspect your order carefully at time of delivery. Take appropriate action in these cases:
Significant Visible Damage. If there is clear, significant damage to your item visibly apparent at the time of delivery, you may refuse all or part of your shipment and ask the carrier to take it away. It is most helpful if you take pictures of the damage and email them to us at info@jackgameroom.com to ensure expedited handling of your claim.
[Potentially] Hidden Damage. More commonly, there might be some damage to the packaging that could cause you concern about the potential for hidden damage you cannot identify immediately at the time of delivery. Not to worry. We have you covered. Go ahead and sign for the delivery but be sure to note the visible damage to the packaging on the bill of lading you sign.
As always, it is most helpful if you take pictures of the damage to the packaging at the time of delivery before unpacking. If you subsequently discover hidden damage after unpacking your delivery, you can email all of your "before and after" photos to us at info@jackgameroom.com to ensure expedited handling of your claim.
Jack Game Room guarantees that your furniture will be free from manufacturer’s defects in materials or workmanship for up to five (5) years for residential use or one (1) year in commercial. This includes structural or material failures but not damages from ordinary wear-and-tear. Modifications made to the structure by the customer, including the installation of third-party or other components, will invalidate this Warranty.
This Warranty is applicable only to the original owner at the original address of delivery. The Warranty is non-transferable and does not survive movement of the item to another location after initial delivery.