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 January 1, 2021. Our previous policies are only applicable to orders placed prior to that date.
We aim to provide a high-quality client experience from start to finish. Installation of large scale game room furnishings is complex and requires specific expertise and delivery capabilities. Fortunately, we have years of experience and a nationwide network of resources to streamline the process. Below are the quoted rates for our standard, white glove and professional installation delivery services:
| Category | Curbside Delivery | White Glove Delivery (1) | Professional Installation (2) | International Air Courier |
|---|---|---|---|---|
| Indoor Game Room Furniture (Except Billiard & Shuffleboard) | 9.5% of Order Subtotal (Pre-Discount) | 17.5% of Order Subtotal (Pre-Discount) | ||
| Indoor/Outdoor Game Tables (Except Billiard & Shuffleboard) | ||||
| Power Theater Seating | ||||
| Any Order With a Billiard Table | 11% Delivery + $795 Installation | |||
| Any Order With a Shuffleboard Table | 11% Delivery + $995 Installation | |||
| Fitness Equipment (3) | 16.5% via Sea 21.5% via Air |
21.5% via Sea 24.5% via Air |
||
| Fitness Equipment (< 70lbs) | 19.5% of Order Subtotal |
Pool & Shuffleboard Tables. Our pool tables and shuffleboard tables require professional installation to ensure proper playability. This deluxe service includes delivery to your room of choice, unpacking, assembly, leveling, and removal of packing materials. If your order has more than two (2) tables requiring professional installation, we will provide a custom quote to limit the cost. Any other furniture in your order will also be unboxed and assembled, as necessary. Please note other limitations below.
Other Game Room Furniture. Our game tables, game chairs, foosball tables, ping pong tables and other game room furniture are delivered to the curb or first dry area by a freight carrier. Optional White Glove Delivery service is available for an upcharge as shown above. This service includes delivery to your room of choice, unpacking, assembly (if required), and removal of packing materials. If you are placing a larger order, you may request a custom delivery quote. Please note other limitations below.
NOTE: White Glove Limitations. The charges for professional installation and white glove delivery services as quoted above assume "standard conditions" in a residential setting. Stairs, stairwells, narrow corridors, pathway obstructions and other non-standard conditions will incur additional charges. All shipping and delivery quotes are applicable to residential installations. Commercial installations may benefit from a custom shipping quote. Please discuss your situation with our customer service team to learn more.
When your order is ready to ship, Customer Service will contact you directly to set a mutually convenient time for delivery. Deliveries may be scheduled Monday through Friday, 9am–5pm local time. You may select from two windows: 9am–1pm or 1pm–5pm. An adult must be present to inspect and sign for delivery. Saturday delivery may be available and various charges and fees may be assessed for failed deliveries (see the General Shipping & Delivery Disclaimers section below).
For smaller accessory and decor items, we provide standard delivery to your front door via Fedex Ground or equivalent service free of charge. If you place a larger order that includes furniture items with either White Glove or Free Standard delivery as outlined above, delivery of any non-furniture items is included in the delivery of your furniture.
Non-Furniture items typically ship as available and may arrive before or after delivery of any furniture you may have ordered. No delivery appointment is required for non-furniture items although your signature may be required for delivery in certain circumstances depending on the item value and restrictions enforced by a particular supply partner. Deliveries are made Monday-Saturday to most locations in the US within 4-8 days after shipment.
When your order is ready to ship, Customer Service will contact you directly to set a mutually convenient time for delivery. Deliveries may be scheduled Monday through Friday, 9am–5pm local time. You may select from two windows: 9am–1pm or 1pm–5pm. An adult must be present to inspect and sign for delivery.
Saturday deliveries are possible in some locations, potentially for an extra cost. Please email info@jackgameroom.com for availability and pricing.
If an adult is not present at the delivery location within the agreed delivery time window, you will be charged a fee of $100. You will then be contacted by Customer Service or the carrier to schedule a another delivery attempt. If we are unsuccessful in delivering your order after three attempts, your order will be returned and considered cancelled. This will result in a refund of 50% of the price paid for the item or items, less all shipping costs incurred in both delivery and return including $100 for each attempted delivery.
We encourage you to measure your space carefully prior to placing an order, including all doorways, hallways, stairwys and/or elevators your items will need to pass through in order to be delivered. If the delivery team is not able to fit your order into your home, you will have two (2) choices:
Delivery to Alternate Location. If we are unable to successfully deliver your order to your original destination, you may elect to redirect delivery to an alternate location where you are able to accept delivery. This will result in additional shipping charges incurred in redirecting the shipment including $100 for the attempted delivery to the original location. Payment for redelivery must be prepaid by credit card at the time it is scheduled.
Return & Cancellation of Order. If we are unsuccessful in delivering your order to your original destination and you have no alternate location where you are able to accept delivery, your order will be returned and considered cancelled. This will result in a refund of 50% of the price paid for the item or items, less all shipping costs incurred in both delivery and return including $100 for each attempted delivery.
Orders that are required to be held at a local distribution center for more than 10 days incur a daily storage charge of $10 (plus applicable taxes).
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.