Shipping & Receiving

Free Shipping:

We provide free shipping on all orders over $100 in the contiguous U.S.

Please note that international shipping is not available at this time.

Order Confirmation:

Upon placing your order, you will receive a confirmation email indicating that we have received your order and pre-authorized your credit card for the purchase. We will promptly contact our suppliers to verify the item's availability for immediate shipment, which typically takes 1-2 business days.

If the item is available, we will process the charges and submit your order for shipment. If the item is on backorder or unavailable, we will void the pre-authorization and notify you via email.

Order Processing & Shipment of Parcels:

All orders, excluding game room tables, are sent via UPS, USPS, or FedEx Ground. You can expect delivery within 6 to 8 business days after your order has been processed and shipped. An email containing your tracking information will be sent once your order is on its way.

Order Processing & Shipment of Game Room Tables:

Once your game room table order is processed, it typically arrives within 10 to 25 business days (2 to 5 weeks) and is shipped via freight (see 'Receiving Freight Deliveries'). 

Fulfillment times are influenced by several factors, including the model of the table, design specifications, material availability, and the supplier.

For custom orders, please allow an additional 5 to 15 business days (1 to 3 weeks). 

After your table leaves our supplier's warehouse, you will receive an email with tracking information. Typically, once shipped, delivery takes an additional 5 to 7 business days.

If you have not received an email with your order's tracking information within 10 business days (or 2 weeks) after placing your order, don't hesitate to get in touch with us at sales@builttoplaygames.com for an update on its status.

Receiving Freight Deliveries:

Please note that nearly all game room tables are shipped via **FREIGHT** and are **CURBSIDE ONLY.** The freight delivery process differs significantly from standard UPS, USPS, and FedEx deliveries.

Delivery Scheduling:

Freight carriers usually require a 4-hour delivery window. They will contact you in advance using the phone number you provided during your purchase to schedule a specific delivery date and time. It is important that you are present at the delivery address when the driver arrives to accept the package, sign for it, and inspect it for any damage. To change your delivery date or time, contact the freight company directly using the customer service number provided. Should you fail to comply with the arranged delivery time, you will be responsible for any additional charges for redelivery and/or storage fees established by the freight company.

Delivery Process: 

When the driver arrives, they will pull up to your curb, typically at the end of your driveway. They will then use a liftgate, which is a hydraulic platform at the back of the truck, to lower the items to the ground. The items are usually strapped to a pallet.

Please note that the driver is **not** required to unload the items from the liftgate, bring them indoors, or assemble them. You are responsible for unloading, transporting, and assembling the items yourself. Additionally, any damage that occurs during the unloading process will be your responsibility.

Recommendations:

We recognize that these items can be large, heavy, and cumbersome, which is why we highly recommend the following:

      • Have a dolly or forklift ready, along with 1 to 2 additional people to assist you
      • Take advantage of White Glove/Inside Delivery Services. Rates usually start at $350
      • Consider hiring professionals for transporting and installing items through services like TaskRabbit or Thumbtack 

Delivery Inspection (**VERY IMPORTANT**):

**Delivery Inspection Instructions:**

Before your delivery arrives, please review the following instructions. Not adhering to these protocols may result in the loss of your rights to shipping insurance, refunds, and replacements.

**Before Signing for Your Delivery:** 

When your item(s) arrive, take a few minutes to:

1. Inspect the packaging thoroughly for any holes, scrapes, or dents.

2. Take several photos of the boxes, regardless of their condition.

3. Ensure the delivery receipt matches the number of items received.

If you notice any damage to the packaging or if any boxes are missing, inform the driver immediately. However, more importantly, it is absolutely imperative that you**write this on the bill of lading**! This action ensures you are fully covered for any shipping or concealed damage issues.

For boxes with minor visible damage: Write "damage" on the bill of lading and take photos of the damaged boxes before signing and accepting the delivery. 

For boxes with severe damage: Do not accept them. Instead, record the extent of the damage on the bill of lading, take extensive photos of the damaged boxes, and return the damaged boxes with the driver. Then, submit the photos to returns@builttoplaygames.com. Please keep any boxes that are in good condition.

Even if you find no obvious signs of damage upon delivery, we recommend writing "Possible concealed damage, pending inspection." This allows you **24 hours** to remove the packaging and inspect the contents for concealed damage. If you find any damage, please submit photos to returns@builttoplaygames.com within the 24-hour window. Following this protocol enables us to process an insurance claim on your behalf. 

**Important:** If you sign the bill of lading without writing "damage," "possible concealed damage, pending inspection," or that boxes are missing from the delivery, you forfeit your right to shipping insurance and the manufacturer will no longer grant any refund or replacement.