Returns, Cancellation, Purchase Agreement

RETURNS
All returns must be accompanied by a return authorization code (RAC). Items returned without a RAC will be refused and no refund will be given. To receive and RAC, send an email to info@thefamilygameroom.com with your name, order number and reason for return. All returns must be requested within 10 days of receiving your order. All return requests are processed during
standard business hours M-F 9am-5pm PST.
All items that come in boxes must be returned with the original packaging intact and undamaged condition. Items that experience shipping damage may not be returned as we reserve the right to fix or replace the item. Returns must be picked up and in transit, no more than 14 days from the date of delivery and must include all instructions, pieces etc. On approved returns, we offer a complete refund less all shipping costs and a 15% restocking and processing fee.

Custom, made to order products and products with home installation are not eligible for return or refund and these sales are considered final once installation has commenced. Please note that custom pool table cloth/felt sales are final, each cloth is custom cut and sold by the yard. It is your responsibility to
ensure that you are ordering the correct amount of yards to felt your pool table.

CUSTOM, SPECIALTY, AND MADE-TO-ORDER
PRODUCTS CANCELLATION
Custom and made-to-order products must be canceled within forty-eight (48) hours of order placement or they can no longer be canceled and refunded. Custom and made to order products are billed prior to beginning production and are built exclusively for the customer's needs. Due to the delicate nature of custom order production, sometimes production lead times can extend longer than expected due to circumstances outside of our control. Extended production lead times rarely happen but are not a reason for order cancellation and we will update our customers accordingly as production delays occur.

ORDER CANCELLATION
Orders may be canceled with no penalty prior to billing. Orders canceled after billing and before shipping will be assessed a fifteen percent restocking fee. If you would like to cancel and your order has shipped or has been prepared for shipment you will receive a full refund minus all shipping costs and a 15% restocking fees. We reserve the right to cancel any order for any reason at any time. For your safety, we have a 2-week check verification period and refunds cannot be processed during the verification period. This is to ensure that there are adequate funds in the customer's account to cover the check payment by mail.
Pricing errors on our website are rare but can happen from time to time. Pricing errors will not be honored. We do our best to maintain correct pricing at all times but in the rare chance that there is a pricing error, we reserve the right to cancel the order due to the product being listed at the incorrect price.

HANDMADE ITEMS
Products are handcrafted one at a time. It is therefore very rare to create identical items. Every piece is a creation of artisans, and based on craft styles that are centuries old. There may be natural blemishes/variations that are not product flaws. Such variations are inherent in the manufacturing of handmade products, so you may find minor distinctions that make your Isabella Furniture buys special and truly one-of-a-kind.
Please note that while we have tried to accurately display the colors of products, the actual colors you see will depend on your monitor and may not be accurate.

PURCHASE AGREEMENT:
It is the customer’s responsibility to thoroughly inspect the item for any freight damage or manufacturer’s defects and report to The Family Game Room within 2 business days. Items damaged in shipping will be exchanged for other items at no cost to the customer as long as the damage is notated with the shipping company at the time of the delivery. Do not discard boxes until you have assembled, inspected and tested the product. Minor assembly of the products is required. Read the instruction manual before use. If you don't have any, please contact us info@thefamilygameroom.com

Orders that are canceled prior to shipping will be assessed a 10% restocking fee to cover credit card charges incurred by our company in good faith. Customers
who cancel after an item has shipped will be charged for all shipping costs, and a 15 percent restocking fee to cover costs. Though original shipping is included at no cost, canceled orders will be billed for all costs incurred by our company in good faith, including such original shipping costs.
Orders are rarely delayed, but please note that delayed arrival does not constitute a reason to cancel an order. Customers must provide a telephone number that the shipping firm can use to contact before delivery. CA Residents must pay 9% sales tax. All Shipping costs are standard ground in the lower 48 contiguous states. Alaska, Hawaii and Canada please call.

ADDITIONAL FEES
Any and all fees associated with missed delivery appointments and unwarranted product refusals will be automatically billed to the customer’s card on file and another delivery attempt will be made.

1) Customer is responsible for ensuring that the game table can be delivered to the desired location.
If applicable our movers/installers will need to utilize the following if available - loading dock, entry road, freight elevator, and available parking space for delivery trucks. It is the customers responsibility to ensure that the delivery truck has a parking space. Customer is also responsible for checking delivery rules with property management and any building insurance requirements prior to the game table being delivered. In the case of an in home installation, customer is responsible to make sure that the product can be delivered into customer's preferred location and that customer has supplied all pertinent information prior to the delivery including but not limited to stairs, elevators, delivery area and have confirmed the ability to have the item successfully delivered. Shuffleboards are very long and may not fit around a corner in a hallway, up spiral stairs, etc. In this case the customer is responsible for any charges over the original cost of delivery and installation. Rural locations subject to distance surcharge.

2) It is the customer's responsibility to ensure that they can receive their order once the shipping company calls to schedule a delivery - a working phone number is required to schedule delivery appointments. If we are unable to contact the customer to schedule a delivery appointment (we will make every attempt to contact you via phone and email) - storage fees will be applied for 3 days, after 3 days of being unable to reach the customer for delivery, we will instruct the shipping company to ship back the products to the manufacturer in order to avoid further storage fees. Customer is responsible for shipping fee both ways, restocking fee, and storage fee.

3) Unless the customer advises the necessary and or extended delivery date in advance of order production, the customer must be able to receive the product after production is completed. We cannot store the product at the manufacturer's facility after the order is complete unless we have notified the manufacturer in advance of any delivery delays. A storage fee of $50 will be charged per day that the customer requires the manufacturer to store the game table.