Policy Acceptance and Governing Laws
Any purchase made signifies acceptance of this policy.
This Return and Exchange Policy will be governed by the laws of the State of Kentucky.
Returns are simple and easy. We are committed to providing the best customer satisfaction possible. We will gladly refund or replace any defective item and most non-defective items within 30 days of the date on your receipt, you may return products that:
(1) Are not opened
(2) Are in their original packaging
(3) Have original manufacturer information
(4) Are not used, installed, or disassembled
(5) Are not damaged due to incorrect installation
(6) Do not having missing parts, hardware or instructions
(7) Returned items must be able to be resold - Use a shipping label or shipping box. If you write the shipping address on the outside of the item or its box then the item cannot be resold and it will be returned to you.
(A)
The following orders are not returnable without being pre-approved: Kestell products, poker tables, chairs, etc., unless they are damaged by the carrier. These items are custom made at the time the order is processed, and the manufacturer will sometimes accept a return when it's being exchange for a bigger table, but they make that decision - not us. Normally they'll ask you to prepay the return shipping to them and charge a 25% restocking fee. Do not return poker tables to us. They're shipped directly from the manufacturer and they accept returns only after they are approved and the return is coordinated through us.
(B)
Important - Poker Table & Custom Poker Chip Orders - Read this:
Custom or special orders, including hot stamped poker chips and poker tables:
In the event that the product has been hot stamped or shipped and then you decide to cancel it or refuse delivery you will be charged for the shipping to you and the return shipping plus a 20% restocking fee. We do not credit any part of a hot stamped poker chip order after they have been hot stamped. If you wish to cancel your order call us at 859-400-0811 or email us: PokerStore@gmail.com
All non-defective returns are subject to a restocking fee of 25% and the shipping charges must be paid by the consumer. Any product cancelled after it has been shipped or delivery is refused will be subject to a 25% restocking fee and the shipping cost to the customer and any return shipping charged to us.
(D)
A Return Merchandise Authorization (RMA) number must accompany all returns. Exchanges must be for equal or greater value. To request your RMA #, please fax your request to 859-400-0014 or call 859-400-0811.
(E)
If your return comes back to you:
For Security reasons any item(s) not ordered by this company or any delivery not having a RMA number clearly visible on the shipping label of the package will not be accepted - it will be refused and returned. Authorized returns must be returned with prepaid shipping and received within 30 days of the date on your receipt - no exceptions.
(F)
Returned/exchanged merchandise that arrives at PokerProducts.com after the 30 calendar days return/exchange period has elapsed (see previous paragraph), will not be accepted and will be returned to sender, no exceptions.
(G)
Once we have received your return, conducted an inspection of the return, and verified that your return meets the above guidelines, a refund will be issued. The cost of shipping, especially "FREE SHIPPING" to you will be refunded only in those instances that the return is a result of our error. All returns are subject to a 25% re-stocking fee.
(H)
Items incorrectly shipped to PokerPoducts.com will not be returned. Items not purchased from PokerProducts.com will not be accepted.
Refunds
(I)
We will issue a refund for returned products when your return meets the above requirements. The cost of shipping will be credited only in those instances where the return is a result of our error.
(J) Damaged Products
Poker Tables: If your table has been damaged in shipment:
Inspect your table at the time you receive it. Dropped table damage can occur without visible box damage. Take the table out and look at both sides. We get calls from customers that open the box, look inside and determine everything's fine. Then a week later they take to out, find some damage and there's nothing we can do. We must file a claim to recover damages within the first two business days following the delivery. Please remove the table from the box and insect both sides at the time it's delivered. We cannot stress the importance of this enough. Report any damage at the time of delivery and see that the driver can notes the damage on the delivery form.
(J1) If FedEx delivers your order have the driver note any visible damage on his delivery ticket before you sign for it. If the table is damaged call us immediately at 1-859-400-0811 and describe/report the damage to us. If you cannot get through on the busy phone system, email us at PokerStore@gmail.com
(J2) If a Truck lines other than FedEx (ABF) delivers your poker table. You must open the box(es) and inspect the table BEFORE you sign for it. Once you sign for a truck line delivery, other than FedEx, you've accepted it in the condition that you received it and there's nothing we can do to recover damages or replace the damaged table. If one piece is damaged just refuse that piece and accept the other You need to write on the drivers ticket why you are refusing delivery of one or both pieces (Damaged - Refused is all you need to write on the ticket) But do not sign for it. Call us immediately at 1-859-400-0811.
(J3) Additional Trucking Charges:
Most truck drivers are union drivers - not inside delivery drivers. They are not paid to take your poker table inside your home, office, garage, or any place else. They are paid to deliver the table to you - once. So if we incur additional charges from the trucking company for things you requested, like changing the delivery address, inside delivery, or a return delivery, and we get charged for it... we will charge you for them too and we'll send you the trucking company invoice to show the cost. Truck drivers are nice people and normally they'll do whatever you ask... but it's not free. It's very expense, most fees are in the $75 range, and if you don't mind paying the fees, that's ok with us. So please be aware that if we get charged for a special service that you requested - then you'll get charged for that service too.
(K)
Items other than poker tables:
UPS or Priority Mail - Please contact us within 24 hours of receipt of other products to begin the Returns process. Email us at PokerStore@gmail.com We'll then contact you via email with further instructions on filing your claim. Poker table damage claims more than 2 days after delivery will not be honored. Delivery confirmation is part of every item that we ship.
(L)
Other Items: If your product has been damaged in shipment, please contact us within 24 hours of receipt of your product to begin the Returns process. We'll then contact you via email with further instructions on filing your claim. Email us at PokerStore@gmail.com
(M)
Express Mail and Overnight UPS services:
PokerProducts.com does not guarantee the overnight delivery. We simply ship it as you request it.
(N)
Any attempt to stop credit card payment on merchandise not accepted by PokerProducts.com for return/exchange because the 30 calendar days return/exchange period has elapsed, will result in appropriate legal action to recover any and all monies due PokerProducts.com.
Questions, problems, suggestions?
If you have any problems with your order, please don't hesitate to contact us.
By Email:
Get personalized help with placing an order, or inquire about your account or shipment, or send us your comments and suggestions. Email us at PokerStore@gmail.com
By Telephone
Phone: 1-859-400-0811
Customer Service
Monday - Friday
8am - 5pm EST
We're sorry but due to increased shipping cost we do not ship outside the US 48 states.
PokerProducts.com
580 Castle Ct
Versailles, KY 40383
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