Shipping, Returns & Warranty

Last Updated - July 3, 2018 

It is the buyer's responsibility to ensure that all shipping information is correct. Retro Active Arcade Ltd. will not be held responsible for any incorrect addresses resulting in non-deliverable packages or packages delivered to the wrong address.

ARCADE PART SHIPPING

Arcade Parts will be shipped on the next Business Day when possible. Some exceptions may apply depending on the products purchased and stock levels available. Packages will be shipped using the customer's chosen courier and service. When not able to send a package via the customer's chosen courier and services, Retro Active Arcade Ltd. will ship the package using another courier with the equivalent shipping service. Any items exceeding standard shipping dimensions will be dispatched by specialized freight carriers. Where feasible, every attempt will be made to provide tracking data and to accommodate special circumstances. Retro Active Arcade Ltd. ships to international addresses. Retro Active Arcade Ltd. does not ship to post office (P.O) boxes. Please contact us directly by email at: customerservice@retroactivearcade.ca for special delivery instructions and expedited shipping options.

PLEASE NOTE: Once the package is in the possession of the courier, Retro Active Arcade Ltd. will not be held responsible for any damages, theft, incorrect or delayed deliveries that may occur once the package is in the possession of said courier.

 

ARCADE MACHINE SHIPPING

All Arcade Machine Freight Shipping Fees seen on our website are ESTIMATED Shipping Fees only. Actual Shipping Fees will be calculated and invoiced at the time of shipping. Arcade Machine Freight shipping is LTL Shipping with curbside only delivery. Curbside Delivery is not available for Remote or no-road access destinations and the shipping will be to the nearest Depot ONLY. Shipping fees do not include extra or additional services requested at the time of delivery. All additional or extra services requested at the time of delivery by the customer are the financial responsibility of the customer. Additional or Extra Services include, but are not limited to: Inside Delivery, Re-Delivery Fees, Return Shipment Fees, etc. To arrange further shipping accommodations, please contact Customer Service. Shipping Fee Estimates are subject to change without notice.

PAYMENT AND CANCELLATION

Acceptable forms of online payment are Visa, Mastercard or PayPal. Payment is collected at the time of order. If items are unavailable or back ordered, or if the order is cancelled before shipment (usually within 24 hours), an immediate refund will be made to the purchaser at their discretion - EXCEPT FOR NEXT DAY SHIPPING. Next day shipping voids any 24-hour cancellation. Retro Active Arcade Ltd. reserves the right to cancel any order. Special order or custom-made items may not be cancelled once the manufacturer confirms receipt of sale.

All orders over $1000.00 CAD require verification. To verify your order we require a signed Credit Card Authorization form as well as a copy of your credit card and Photo ID. This information is used explicitly for this purpose and is held for 90 days in cold storage after your items have been delivered. After 90 days your information is deleted.

 

DAMAGE IN TRANSIT

In every case, it is imperative that item(s) contained in the shipment be inspected immediately upon receipt. If there is obvious significant damage to the container/package, purchaser has the right to refuse acceptance by noting this on the shipping documents. If it is not practical to inspect merchandise upon acceptance, or if the purchaser feels that there may be hidden damage, it is recommended that the notation "receipt subject to inspection" be written on the shipping documents. Please contact one of our representatives within 24 hours at customerservice@retroactivearcade.ca to report damage and to receive instructions on how to proceed. All packaging should be saved for the purpose of documentation. It is helpful to take several low-resolution images of the damaged merchandise and/or packing materials to assist in the claims process.

*Retro Active Arcade Ltd. will submit any claims on behalf of the customer provided the customer has been in contact with Retro Active Arcade Ltd. within the 24 hour period and has provided all necessary information to file an insurance claim in regards to damage during transportation. Retro Active Arcade Ltd. requires clear pictures and a written description of all damages. Further instructions will be given once the customer has contacted Retro Active Arcade Ltd. Please note that insignificant damages will be dealt with on a case by case basis.*

 

RETURNS

All sales are final however defective arcade parts can be returned within 30 days of purchase for a replacement (Excluding Light Guns). No money will be refunded. The items must be returned in original condition and in the original packaging. Purchaser will be responsible for the shipping cost of returned items, unless there is an error with the order, in which case the seller will pay return shipping charges. Retro Active Arcade will not ship out replacement parts before receiving the original defective part/item and inspected the item. There is a 25% restocking fee for any returned items that are not defective. Items that have been installed and are not defective are NOT returnable. It is the buyers responsibility to ensure the parts ordered are the right size and are the correct item for the required application.

ALL ARCADES, ELECTRONICS, GLASS AND CLEARANCE ITEMS ARE FINAL SALE.

Contact Customer Service for a Return Authorization Number prior to shipping anything back to Retro Active Arcade. Unauthorized returns will be refused.

 

ARCADE MACHINE WARRANTY TERMS

All Arcade Machines manufactured by Retro Active Arcade Ltd. come with a 1 Year Warranty excluding the Basic Origin unless purchased additionally. This warranty excludes any physical or liquid damage to the machine. Any and all modifications including, but not limited to, DIY fixes, replacing wiring, components, or electronics, decal removal, t-mold replacement, etc that has not been expressly instructed by a Retro Active Arcade Ltd. representative will void any and all warranty on the machine. The 1 Year Warranty is not transferable between machines. The 1 Year Warranty will be considered null and void if the machine has been sold by the customer, thus is not transferable to anyone that is not the original purchaser of the machine. Retro Active Arcade Ltd. does not do in house calls but will provide all instruction needed via phone or email. In the event the machine must return to Retro Active Arcade Ltd. for warranty fixes, shipping expenses will be the buyer's responsibility.

Any machine that Retro Active Arcade Ltd. has completed production on and has held for more than 7 days due to the customer being unable to receive it, is subject to a $250.00 CAD storage fee per month. 

If you have any special shipping considerations, please make arrangements with Customer Service at: customerservice@retroactivearcade.ca