Shipping and Return Policy
Orders are generally packed and shipped within 1-2 business days after your order is placed on the website and then normally take an additional 2 - 5 business days to be delivered to you by the carrier.
Orders are processed Mon-Fri during normal business hours, 8:30am-4:30pm CST.
You may return damaged or defective merchandise within 5 business days after the delivery date for a full refund.
Please continue reading below for more detailed answers regarding shipping and returns.
Why hasn't my tracking information been updated?
I do not live in the USA, will you ship to me?
How fast will my international shipment get to me?
Will you ship my order to a hotel?
RETURNSWhat is the warranty period for your products?
Do I need an RMA (Return Merchandise Authorization) number?
I live in the US and I am not satisfied with a product I purchased. Can I send it back?
I live outside the US and I am not satisfied with a product I purchased. Can I send it back?
We process orders in the order in which they are received. We don’t work nights, Saturdays or Sundays. On Monday we are first processing orders from Friday night, then Saturday and Sunday. New orders placed on Monday do not ship on Monday because Mondays are used to process the weekend orders. We begin shipping Monday orders on Tuesday or Wednesday, depending on how busy the weekend was. Towards the end of the week we are caught up and in “real-time." So on Thursdays or Fridays, we could be fulfilling orders placed within the last 24 hours or that same day.
Assuming you read the first question "When will my order ship?" you know that orders usually take 24-48 hours to leave our warehouse. Once the order is picked and boxed, we'll generate the shipping label and hand the package over to the carrier. Carrier delivery times are estimates! We are located about an hour northwest of Chicago. So the delivery origin is Chicago and can take 1-5 business days to be delivered domestically depending on your location. International orders can take an additional 3-7 business days to be delivered.
Our shipping rates are based on the total weight of your package. Once you've added items to your shopping cart, you can estimate shipping to your location. When viewing your cart, click the words "ESTIMATE" to estimate shipping.
Currently we are only shipping UPS and FedEx International. We do not ship via USPS due to delivery issues and lack of accurate tracking information.
You will receive a tracking email as soon as your order ships. You can follow the link within that email to get detailed tracking from the carrier. Carriers may require up to 24 hours before details become available. You can also get your tracking number by logging into your account and looking up your order history. Tracking numbers are linked to your order once the order has shipped.
Why hasn't my tracking information been updated?
We do not control shipment tracking updates once packages have been picked up by the carriers. FedEx and UPS provide door to door updates both domestically and internationally. FedEx and UPS updates are very detailed and timely. The USPS has tracking however their details are not always up to date. The USPS scans packages randomly and sometimes the tracking details are posted online after the package has already been delivered.
I do not live in the USA, will you ship to me?
We ship to approximately 35 different countries. If you do not see your country listed in the drop down list when estimating shipping, checking out, or trying to create an account, we do not ship to that specific country. All customers are responsible for paying their country's duties, taxes, tariffs, VAT, fees, etc. (if applicable) when they receive the goods. Pinball Life is not responsible for import fees customers MAY have to pay and we cannot alter the description of goods or value for your order.
Import duties (sometimes referred to as tariffs) are fees on goods imported from outside of the country you live. Every country has different rules that apply to different importing situations. You can visit FedEx.com, UPS.com or your country's government/customs website to learn more about the import rules and regulations of your specific country.
Pinball Life does not collect said duties/tariffs/VAT for any country outside of the USA, therefore we do not include these charges as part of the quoted shipping costs on goods purchased from our website.
Pinball Life is not responsible for any extra fees imposed by shipping carriers pertaining to import and/or duty fees. By completing an order on the PBL online store you agree to pay any additional import duties, VAT, fees, or otherwise that shipping carriers may impose before delivering your package. You can visit FedEx.com, UPS.com or your country's government website to research the import rules for your specific country.
How fast will my international shipment get to me?
Orders leave our warehouse in approximately 2 business days. Transit times once the carrier receives the package is linked below. Shipping costs paid on our website are only for the transportation of your package by the carrier. It does not include any additional fees the carriers may impose for import into your country.
FedEx International Priority
https://www.fedex.com/en-us/shipping/international-1-3-business-day.html
FedEx International Ecomony
https://www.fedex.com/en-us/shipping/international-economy.html
UPS Saver
https://www.ups.com/us/en/shipping/international/services/worldwide-saver.page
UPS Expedited
https://www.ups.com/us/en/shipping/international/services/worldwide-expedited.page
No, absolutely not. Please do not ask us to break the law. Inquiries such as these will not be answered. We run a legitimate business and follow the US shipping rules and regulations. All parcels are shipped with a commercial invoice stating the actual value of the contents. This invoice matches the declared value of the contents on the customs forms. All customers are responsible for paying any import fees their country MAY impose upon delivery of the order.
Will you ship my order to a hotel?
Yes, we can ship your order to a hotel but please be aware of the following considerations. Please note the timing of how we process orders and place your order with plenty of lead time. Do not place your order with less than 5 business days from when you are checking out of the hotel. We will not have enough time to process your order and the carriers will not have enough time to deliver your order before you check out. We email customers to verify addresses when their shipping and billing addresses do not match. We do this to ensure customers do not make mistakes when checking out by leaving old addresses in their address book. So, when you are shipping to a hotel, your billing and shipping addresses will be different. You need to check your email and response to our address check email. If you don't respond, we hold your order and this could impact you not getting the package before you check out. A proactive way to get your package to your hotel on time is to place your order online and then respond to your order confirmation telling us that you are indeed staying at the specified hotel and provide us with the dates you will be staying at the hotel. We will note these dates on the outside of the box so the hotel front desk knows you are a hotel guest and your stay dates.
What is the warranty period for your products?
Electronic components (DMDs, other displays, boards, optos, etc.) are warrantied for 90 days. All other products are warrantied for 9 months. You may return damaged or defective merchandise within 5 business days after the delivery date for a full refund. If you have changed your mind about a product you have purchased, you may return it within 5 business days. The product must be in new, re-sellable condition (installed analog displays cannot be returned) and you are responsible for paying return shipping. Items must be returned BEFORE a refund is issued. This goes for domestic and international orders.
Do I need an RMA (Return Merchandise Authorization) number?
No, you do not need to call to request an RMA number. Please return any unwanted part to our warehouse address and include a copy of your original receipt inside the box. Your receipt was included in your original order but you could also use your email confirmation or go into your order history to print your order. Please note the reason you are returning the products. We will process the refund within 2 business days of receiving your return. We only reimburse shipping costs when a mistake was made on our part. We do not do exchanges. Please return any unwanted/unused parts and place a new order for any replacement items you'd like. Our return address can be found on your receipt or under the Contact Us section of our website.
I live in the US and I am not satisfied with a product I purchased. Can I send it back?
All returns must be initiated within 5 business days of receiving your order. If you choose, you may return un-used products for a refund. Item(s) must be returned BEFORE refunds are issued.
I live outside the US and I am not satisfied with a product I purchased. Can I send it back?
Yes, returns are not a problem. All returns must be initiated within 5 business days of receiving your order. We do NOT offer a replacement guarantee, only a money-back guarantee. If items in your order were mis-picked or items were missing, we will process a refund for you. Missing items will not be reshipped, only the value of the item(s) will be refunded to you if we find reasonable evidence to support your claim. Please note that dot matrix displays have special terms and conditions when purchased by overseas customers. Please see the item listing for details.