Shipping Policy
IMPORTANT NOTE:
We offer FREE shipping for all products. We DO NOT ship to Alaska & Hawaii. For more details, please read below and contact us, if you still have questions.
White Glove Services, once booked & paid for, can not be cancelled.
RAM GAME ROOM
Unfortunately, from time-to-time damages occur in the shipping process that is out of our control. Anytime damages occur during shipping please try and notify our customer service team within 48hrs so we can handle the issue as quickly as possible.
Courier Shipment Damage: Note that you have 21 days from the delivery of the package(s) to notify us about any damages to the product(s). Should you notify us later than this 21-day period, your claim for a replacement will be denied. If an instance of damage has occurred, please keep the package(s) in its entirety until we advise that it is ok to dispose of. We will also require images of the damaged product.
LTL (Pallet) Shipment Damage: Note that you have 5 days from the delivery of this pallet(s) to notify us about any concealed damages to the product(s). Should you notify us later than this 5-day period, your claim for a replacement will be denied. All LTL shipments should be signed with the note "Subject to Inspection." If an instance of visible damage has occurred, either refuse the shipment, or note the damage on the delivery receipt, and keep the pallet(s) in its entirety until we advise that it is ok to dispose of.
GLD
Damaged goods / Shortages:
Freight must be inspected before signing. If cartons are damaged or missing this must be noted on the bill of lading. Failure to do so may result in failure to receive credit. Claims cannot be filed if shortages and/or damage is not noted on the bill of lading.
If any items are damaged or missing from the carton(s) please email us at support@prosportsgames.com within five (5) working days of receipt of shipment. If you receive damaged or open carton(s), a separate claim must be filed with the carrier within five (5) business days. Be sure you sign "subject to inspection and verification" upon receipt of such carton(s).
Any boxes arriving damaged or open must be reported to the carrier immediately. Shortages must be reported to us within five (5) business days of receipt of shipment or no credit can be given.
PROTEE
IMPORTANT NOTICE – It is the receiver’s responsibility to do a full visual inspection of the delivery upon arrival to ensure the turf or boxes have not been damaged during transportation. If there is any external damage to the delivery, take a cell phone picture of the shipment and be sure to require that the driver make a note, in his own writing, on the Bill of Lading, the nature of the damage which has been found.
Be sure to request a copy of the Bill of Lading with these notes in it for your records.
If this inspection and subsequent note has not been made at the time of delivery, we cannot file a claim with the freight company and you may be required to re-purchase the damaged items.
On custom orders where freight shipping is required, it is the responsibility of the customer to make themselves available to remove the items from the truck when the driver arrives at their delivery location.
Freight drivers do not assist in the unloading or placement of your pallets, rolls of turf or boxes in your home or garage. In certain instances, a driver may not be able to access your neighborhood in a standard 18 wheel truck. In this case, the customer will be responsible for any additional cartage service fees applied to their delivery invoice.
If you would like to request lift gate service or inside delivery, you can do so and arrange for payment with the freight service center which schedules your delivery. These additional charges are the responsibility of the consignee (receiver) in all cases.
If packaging is received damaged during shipping, it is your responsibility as the buyer to have the truck driver make note of these damages at the time of delivery in order to file a damage claim. Shipments that are not reported to have arrived damaged are the responsibility of the buyer and we will not be allowed to file a claim if damage was not reported at the time of delivery and will not replace these parts.
If damaged boxes are noted at the time of delivery, and the product inside is damaged, we will replace those parts at our expense.
Any missing boxes must be noted with the shipping company upon delivery. It is the responsibility of the buyer NOT to sign off on a bill of lading prior to inventorying the number of boxes received as compared to the shipping records. We will not be responsible for replacing missing freight that was not reported at the time of delivery.
Products do occasionally get lost and damaged by the freight companies. Your cooperation in this matter will help us keep our freight costs and inventory losses down by holding the freight companies accountable for their errors. In turn, this will help hold down our product costs.
Stolen items which have been delivered by UPS are the responsibility of the receiver. UPS makes every possible attempt to deliver in a safe manner. If you live in a high crime area, you will need to have the items shipped to a safe third-party receiver.
KESTELL
All products are packed & shipped “defect free” and ensured that the items arrive safely to their destination.
However, there may be damages due to shipping and handling which the supplier will not be responsible for.
Please inspect the shipment immediately upon receipt. If the product or pieces of the product is damaged, you are allowed to refuse the delivery. You may call the delivering terminal if the driver insists on accepting all or nothing.
Examples of concealed damages include:
- Opened corner joints
- Prostrution under the playing surface
- Split or cracked parts of the legs, corner blocks, frames
"Palletized" shipments of tables or chairs.
- If it is indicated that it is ON A PALLET on the delivery receipt, contact us at support@prosportsgames.com first before receiving/signing delivery.
CIMMARON SPORTS
We are not responsible for damage or loss in transit. We will, however, assist you in filing a claim if all of the correct procedures have been carried out. When you receive your shipment, inspect the carton before signing the delivery receipt. Open cartons immediately, check contents against the packing list and examine merchandise for damage. Keep all receipts, cartons and packing materials. Do not move any damaged freight to a different location. Email us at support@prosportsgames.com about any freight damaged merchandise within 48 hours of receipt. Failure to follow any of the above procedures may invalidate any claim you may have against the carrier.
SUNSET TRADING
For any damage freight issues, please reach out to us via email at support@prosportsgames.com.
RAIN OR SHINE
If the product is damaged upon arrival, you must make note of it immediately when signing for delivery and send photos support@prosportsgames.com within 24 hours of delivery. Rain or Shine Golf will be happy to pay for return shipping on defective, damaged, or incorrect merchandise. We will ensure you get the product you ordered, undamaged, as soon as possible. Note: Items that become damaged after use are non-refundable unless specified under the manufacturer’s warranty.
Please note: For any repairs or replacements that are warranty related, contact us directly via email at support@prosportsgames.com to initiate a support case, verify the issue, and begin the warranty repair/replacement process.
Damages
If the product is damaged, you must make note of it immediately when signing for delivery and send photos to support@prosportsgames.com on the day of delivery. Rain or Shine Golf will pay for shipping defective, damaged, or incorrect merchandise at our cost. Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed. We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
THE NET RETURN
All orders qualify for FREE UPS Ground Shipping.
MASTER PITCH
Standard delivery time is 2-3 weeks. All orders should be paid in full prior to shipping.
KILLERSPIN
All orders are processed and shipped within 2-3 business days (excluding tables and excluding weekends and holidays). Once your order is shipped you will receive an email with your tracking information. If an item in your order is out of stock, you will be notified and will be given an estimated time of arrival.
Standard shipping
All orders, excluding tables, are sent via UPS, USPS or FedEx Ground, and standard delivery time is 6 to 8 business days. Shipping cost is determined by the zone where the destination zip code is located. International FedEx shipping to Canada is charged FedEx-provided rates regardless of the amount, and all taxes and duties must be paid by the consignee.
Table Shipments
Table orders arrive at destinations in approximately 15-20 business days. This applies to all standard LTL and White Glove Deliveries.
Expedited shipping available for additional fees per request and quote separately.
Table shipping include to the door (front door, back door, and garage) delivery to most cities in the 48 contiguous United States. Freight companies' rates are higher than average to certain areas of the United States and additional charges may apply. If so, you will be notified before your table is shipped.
All tables are shipped by Freight, Monday-Friday 8AM to 7AM. Some residential areas may be inaccessible by delivery truck, and the truck company may be unable to access certain residential areas. If you feel that your required destination inaccessible to a truck: please contact us at support@prosportsgames.com prior to placing your order.
Killerspin will notify you once your table has been shipped, via email, and provide you with the tracking number. FedEx will also contact you via email and text messages to receive notifications for tracking and delivery details and if selected, to schedule a delivery time. If no delivery appointment is chosen, there is no signature required upon delivery.
Should you need to make changes for any reason once the table has been shipped, additional charges may apply. If you need to make changes to your delivery, please contact trucking company at the customer service number provided in your text or email communication from them.
If you select to the door delivery with an appointment, carrier requires you to be present when the table is delivered for a signature. Carrier will provide liftgate service (a smaller truck specially equipped with a hydraulic lift) to easily get your table to the ground.
Additional services can be provided by carrier, these include Inside Delivery, unboxing and box removal (additional charges apply). Please inform us before your shipment delivers if this service is needed.
If you require assembly, we have a separate White Glove Service, starting from $350.
Please notify us should you require any of the above services, there will be NO help in assembling the table unless requested.
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.
Once the table is removed from the truck, and while the driver is still present, please make sure to inspect the table for any damage. Table damage must be noted on the Proof of Delivery at the time of delivery to ensure proper credit. If for any reason you suspect damage that is not visible, please note "Subject to Inspection" on the delivery receipt. Should the driver not allow you to make this notation please refuse the shipment and contact us. For any concealed table damage found after the delivery you must notify us within five (5) days of delivery to ensure proper credit. If you find your table has concealed damage do not assemble the table. If a table has freight damage and a pick-up by the freight company is required, you are responsible for re-packing the table in its original packaging. Should you fail to comply with the arranged pickup time and re-packaging, you will be responsible for any additional charges for new pick up and/or other such fees established by the Freight Company and Killerspin.
Warranty
All products have a 30-day warranty against factory defective merchandise with the exception of tables, which have a 1 year limited warranty. This warranty does not cover misuse, or customer inflicted damage to a product. Any products that are requested to be assembled, such as Blades and Rubbers, are taken as is, unless damage occurs due to shipping. All used products are taken as is. Beyond the warranty, parts are available for sale from Killerspin for certain products, such as tables.