Shipping, Delivery & Damages
Order Processing
Orders are typically processed within 2–5 business days after purchase. During this time, orders are verified, prepared for shipment, and scheduled with the appropriate freight or delivery carrier.
Once an order has been processed and shipped, customers will receive tracking information when available.
Shipping Times
Shipping times vary depending on the product, manufacturer availability, and delivery location.
For in-stock products, typical transit times range between 7–14 business days once the item has shipped.
Large items such as pool tables and shuffleboards are often delivered via freight carriers or specialized furniture delivery services, which may require scheduling a delivery appointment with the customer.
Product Availability & Manufacturer Production
While many items are available for immediate shipment, some products may be temporarily out of stock or produced in limited manufacturing runs.
If an item is out of stock at the time of purchase, the manufacturer may need to produce the next batch before the item can ship.
In these cases, customers will be notified and provided with an updated estimated delivery timeframe. Production timelines can vary depending on the manufacturer, but customers should allow up to 4 months for certain products to be restocked and shipped.
Additionally, some models are built-to-order rather than pulled from existing inventory. These made-to-order tables typically require approximately 16–18 weeks for production and delivery.
We work closely with our manufacturing partners to provide accurate timelines and will keep customers informed if any changes occur.
Freight Deliveries
Large items such as pool tables are delivered by freight carriers. Freight deliveries are typically curbside delivery, meaning the item will be delivered to the nearest accessible point at the customer’s address.
Customers may be contacted by the carrier to schedule a delivery appointment.
Installation
In some cases, professional installation services may be available depending on the customer’s location. If installation is required, a separate invoice and scheduling process may apply.
Order Changes & Cancellations
Orders may only be modified or cancelled before they enter processing or production. Once an order has shipped or entered production with the manufacturer, cancellations may not be possible.
Returns
Due to the size and specialized nature of many of our products, return policies may vary by manufacturer. Customers should review product-specific return information or contact us prior to purchase if they have questions.
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-ORDERPRODUCTS 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.