Action Pinball Logo Ordering and Contact Information
 
Salt Lake City, Utah, USA
info@actionpinball.com   Contact Us
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Ordering and Contact Information

Information on this page is for the ordering and shipping of parts and supplies only.

For information on purchasing and shipping Pinball Machines or other games & equipment, please see our Game Sales Info page.
Page Contents:

Ordering Information: Contact Information:

Current Shipping Delay Info

We have no current reports of delays with any of the major shippers.

Please review the tracking information that was e-mailed to you when your order shipped, to check the status of your shipment.

If your shipment is delayed, please do not contact us as there's simply nothing we can do. We have no more insight to the shipping system than the tracking information available online.

If you need more info that what the tracking shows, you must contact the shipper directly.

Contact info:

USPS (US Postal Service):
  1. Check tracking online at: www.usps.com
  2. Contact USPS directly by phone at 1-800-275-8777
  3. Go into your local neighborhood post office branch to enquire in person (this often yields the best results).

UPS (United Parcel Service):
  1. Check tracking online at: www.ups.com
  2. Contact UPS directly by phone at 1-800-742-5877
  3. Enquire in person at your local UPS Store
See the section below on Delayed or Lost Shipment Policy for more details and suggestions.

Please bear in mind that the following National Holidays (actual or observed) will add at least 1 business day's delay to the delivery time of your shipment, if your shipment is in transit over one of these days:
  • New Year's Day
  • Human Rights Day
  • President's Day
  • Memorial Day
  • Juneteenth Day
  • Independence Day
  • Labor Day
  • Columbus Day
  • Veteran's Day
  • Thanksgiving Day
  • Christmas Day

How to Order

All parts orders are done by shipping only. We do not currently offer a will-call or in-person pickup option.

Please place your order online through our website.

- Order Online:
Use the Search Box at the top of any web page to enter part description, part number, game name, etc. to search for what you're looking for. Browse search results and click on any item to see item details, and to order online.

Once you've clicked on an available item, you'll see the Add to Cart button. Use this to add the item to your online shopping cart.

Once you're done shopping, click the View Cart button at the top right of any page to review the items in your online shopping cart.

Review the items in your cart and make any necessary changes, then click the "Checkout" button in the lower right corner to enter your payment and shipping info.

Our website uses the secure PayPal system for online payment processing. You do not need to have a PayPal account to make payment- you can use any major credit/debit card, or funds from your PayPal account (if you have one). Follow the directions in the payment process to make payment and enter your shipping info, and complete your purchase.

Shipping & Handling Charges:

To view shipping & handling charges, simply add any item to your shopping cart, then go to the shopping cart view and select your country to see current rates.

Heavy/oversize orders, and some international shipments, may require additional charges to ship, based on the exact weight, size, and destination of the shipment. We will contact you as soon as possible after your order is placed, if additional costs are required to ship.

Shipping & handling charges listed in shopping cart view are for standard shipping. We do not offer any expedited/rush/overnight shipping at this time.


International Orders (Outside the U.S.):

International customers located outside the US can now order from us, and save on shipping costs, by using a US-based forwarding service such as MyUS.com, myusaddress.com, MyMalls.com, or similar (see note below).

The forwarding service provides you with a US shipping address where your order will be shipped. After it arrives, it will be forwared on to your actual address outside the US.

We have many international customers that use a US-based forwarding service to save costs. (We do not specifically endorse any particular forwarding service, but simply offer the above examples as suggestions).

Follow these steps to order through our site using a forwarding service:
  1. Sign up with a forwarding service of your choice.
  2. Your forwarding service will provide you with a US shipping address.
  3. Order through our site, and checkout using the US shipping address provided by your forwarding service.
That's all there is to it!

NOTE: We make no guarantee that your shipment will arrive trouble-free with a forwarding service. Use of any forwarding service is done so at your own risk. Any issues with receiving your shipment AFTER it has been delivered to the US address of your forwarding service must be handled between YOU and the FORWARDING SERVICE. We assume no responsibility for the shipment after it has been delivered to your US address.

We are not responsible for shipments that may be returned to us by your forwarding service as undeliverable/unforwardable. Not all forwarding services serve all non-US countries, so please choose a service that services your country before ordering.

Shipping/handling charges are not refundable, so any shipments that are returned to us will be subject to a second shipping/handling charge if we are to attempt to re-ship your returned order to you. If your order is being refunded, shipping/handling charges will not be refunded as part of the refund payment.

"Why do you no longer ship directly outside the US?"

Here are some of the reasons we no longer ship directly outside the US:
  • Increasing international shipping rates
  • Increasing international shipping delays
  • Increasing Customs Service delays
  • Increasing returned international shipments (failure to deliver)
  • Lack of tracking information on many international shipments once they've left the U.S.
  • U.K.: Recent VAT tax changes (Brexit) requiring worldwide merchants to now calculate and collect VAT up-front for the U.K., and turn in to the U.K. quarterly. (We're not here to be a tax collector for the U.K.)
Customs Taxes / Tariffs / Fees on Imported Goods:
Items being shipped outside the U.S. may be subject to import taxes, tariffs, and fees, when they enter your country as imported goods. We do not charge for or collect these fees- these fees are collected by your government, customs service, or postal service, when the package is delivered to you, and are based on the U.S. dollar amount of the merchandise you have purchased. Some countries do not charge any fees. Others may charge up to 100% of the value of the goods. Contact your local Post Office or Customs Service for more details.

Only goods (merchandise) are taxable as imported items. Items like shipping/handling charges, labor charges, and deposit charges are not taxable.

We have no control over what your government may charge to import goods from the U.S. into your country, nor can we answer questions about such fees. If you have questions or concerns about import taxes, fees, and tariffs, please contact your local post office or customs service for more info.


Order Change / Cancel / Combine Fee:
We have a $4.00 service charge for changing or canceling an order, or combining multiple orders, after being placed. So if you want to add/remove something in the order, cancel the order, or combine multiple orders that you have placed before they are shipped, this charge will apply.

This charge applies for each request to change the order. So for example, if you contact us 1 time asking to add 3 or 4 items, there will be 1 additional charge. If you contact us a 2nd time wanting to add more items, there will be a 2nd additional charge, and so on.

Orders being changed, canceled, or combined, may also be subject to a delay of 1-2 business days.

The service charge goes toward covering extra necessary time, labor, and material costs for our staff to do any/all of the following:
  • Stop the production line
  • Find your order
  • Make the requested change(s)
  • Re-package
  • Modify invoices to reflect change
  • Issue a new invoice (or refund) for the cost of the change
  • Issue a new updated receipt
  • Relabel for shipping
  • Update inventory manually in our system
  • Re-stock/re-shelve canceled/removed parts
We recommend making sure you are ordering exactly what you want before placing your order, to avoid additional charges and delays.
Shipping Names / Addresses:
The last name, or company name, on your shipping address that you submit to us, should match the name you currently have on file with USPS under your address.

If it does not:
  1. USPS may assume the name is that of a previous resident/tenant at your address.
  2. They will then look to see if they have any forwarding information on file under that name.
  3. When they find none, they will return your shipment to us marked "ATTEMPTED - NOT KNOWN - UNABLE TO FORWARD".
This results in additional delivery delays, and additional re-shipment costs.

This doesn't always happen, but has been happening more frequently in recent months, so we ask that you take care to submit an accurate shipping name and address with your order, to avoid any potential delivery problems.

If you're not sure if your name matches USPS records, simply drop by your local USPS branch and enquire in person. They will be glad to tell you, and update your records if necessary.

Problem shipments like this are typically those where the customer uses a false name, non-personal name, or a "novelty" name, such as:
Pinball Player
123 Elm Street
Anywhere, US 12345
Brian's Home Arcade
123 Elm Street
Anywhere, US 12345
Flux Capacitor
123 Elm Street
Anywhere, US 12345
Shipments with names like these are at high risk of being returned to us.

We are not responsible for returned shipments due to incorrect addressee names, and you will be charged an additional shipping fee to re-label and re-ship your order if it is returned for this reason.

Please make sure your name matches what is on file with USPS for your address.


Shipping Schedule:
We are currently shipping orders without any delays (our normal average lead time before shipping is 0-to-3 business days, depending on how busy we are).

You should receive a payment confirmation (receipt) e-mail from PayPal.com after placing your order. This confirms your payment. If you don't see it, please check your e-mail 'junk' or 'spam' folder, in case messages to you are being mistakenly misrouted by your e-mail application.

We will send you an e-mail with shipping/tracking info as soon as your order goes out.

Please do not e-mail us or call asking when your order will ship, or if it has shipped - this only slows things down.

If you don't see an e-mail from us within 3 business days of placing your order, please check your e-mail 'junk' or 'spam' folder, in case messages to you are being mistakenly misrouted by your e-mail application.

Be sure to white-list us in your e-mail app so our e-mails get through.




Shipping Times:
Standard Shipping:
Within the U.S.: Most domestic orders shipped within the U.S. take an average of 4-7 business days to arrive after being posted, depending on destination. Some may take more time, some may take less, depending on destination and shipment method.

Please note that business days include only the days that the US Post Office is open and offering service. Business days do not include weekends or postal holidays, which are:
  • New Year's Day
  • Human Rights Day
  • President's Day
  • Memorial Day
  • Juneteenth Day
  • Independence Day
  • Labor Day
  • Columbus Day
  • Veteran's Day
  • Thanksgiving Day
  • Christmas Day

Outside the U.S.: Most international shipments take an average of 2-3 weeks to arrive after being posted, depending on destination. Some may take more time, or less, depending on destination and shipment method. Some shipments are occasionally delayed in Customs for random inspection which can delay delivery (this is rare). We have seen some shipments take as much as 9-10 weeks to arrive when delayed in Customs.

Expedited Shipping:
We are not currently offering any expedited/rush/overnight shipping at this time.

Shipping Delays:
Holidays, weather conditions, and unforseen delays in the USPS system can also affect delivery times, especially in winter months. Please allow sufficient time for your shipment to arrive before contacting us regarding any possible shipping delays.

Please see the Delayed or Lost Shipment Policy below for more details.




Shipping Methods:

US Postal Service (USPS):

We use USPS for most shipments, as they have the least-expensive rates, and fastest delivery times.

See the
Shipping Times section above for average delivery times.

United Parcel Service (UPS):

We use UPS for some large/heavy/oversize shipments, depending on weight/size.

See the Shipping Times section above for average delivery times.


We currently do not use any other shipping methods. Please do not ask, as we will not be able to accomodate you.

If you have any concerns about receiving your shipment by either USPS or UPS, please contact us before placing your order, to avoid any possible delivery problems, or unexpected return of your shipment.

We are not currently offering any expedited/rush/overnight shipping at this time.


Delayed or Lost Shipment Policy:

NOTE: The information in this section applies only to shipments going to U.S. (domestic) addresses. If you are outside the U.S. and have a
U.S.-based Forwarding Service that is handling your shipment, please read the INTERNATIONAL note below for more details.


Minor shipping delays are common during the Holidays and winter weather. If your shipment is delayed, just be patient and allow the carrier the extra time they need to get it to you safely.

Shipments lost in transit are extremely rare, and have statistically accounted for less than 1/1000th of a percent of orders we have shipped (your shipment has less than a 0.001% chance of being lost...)


If the shipment of your order is delayed, or you believe it has been lost in transit, we offer 2 options for replacement:

Option 1:

Place and pay for a 2nd order through our website. We'll ship it out right away.

When your 1st order shows up, you can return it to us for a refund of the cost of the items in the shipment, and original handling charges.

Notes for returned shipments:
  1. Original postage cost is not refundable, as carriers will not refund this to us for delayed shipments.
  2. Original handling charges will be refunded (shipping/handling cost, less actual postage).
  3. You are responsible for any return packaging/shipping costs.
  4. You will not be charged any re-stocking fee for the returned items.
  5. We will not refund cost for any items that are damaged, or are otherwise not in the same condition that we shipped them to you in.
  6. Items damaged in shipping due to poor packaging/re-packaging on your part, will not be refunded.
We will refuse to accept a 3rd order until the 1st or 2nd has been resolved.


If your 1st shipment still hasn't arrived after 10 weeks, contact us and we will file a loss claim with the shipper, and arrange for a refund of your payment for the lost shipment. Some lost shipments may still arrive after 10 weeks (tracking stays active for up to 2 years), so if your lost shipment finally arrives after you've received a refund for it, contact us and we will provide a return shipping label for you to send it back to us. Any such shipments that are not returned to us will result in a re-charge to your credit/debit card to cover the cost of the unreturned shipment.

Option 2:

Give your order up to 10 weeks to arrive at your domestic U.S. address, and if it has not been delivered by that time, contact us and we will file a loss claim with the shipper, and arrange for a replacement shipment to be sent to you, or for a refund of your payment for the lost shipment. Some lost shipments may still arrive after 10 weeks (tracking stays active for up to 2 years), so if your lost shipment finally arrives after you've received a refund for it, contact us and we will provide a return shipping label for you to send it back to us. Any such shipments that are not returned to us will result in a re-charge to your credit/debit card to cover the cost of the unreturned shipment.

"It looks like my shipment is lost. Why won't you just send me a replacement shipment?"

Because 99.9% of the time, right after we ship a replacement order, the first one gets delivered. This is what we've seen from 25+ years of shipping experience.

We will refund or replace your lost or delayed shipment, but only by one of the two options listed above.

INTERNATIONAL:

The above options only apply to your shipment going from our shop, to your US-based Forwarding Service. If your shipment is delayed after your forwarding service has received it, we can do nothing to help you. You will have to work directly with your forwarding service to clear up any problems after they have received your shipment from us.

Additional Info:

Delivery Times for ON-TIME Shipments: 4-7 business days.

Delivery Times for Recent DELAYED Shipments: Average: 14 days. Longest: 7 weeks

Please do not contact us if your order is not showing up on time. Once it leaves our shop and is turned over to the shipper, it is entirely in their hands, and there is nothing more we can do.

We can get no more information from shippers than you can, which is the tracking information that they make available through their websites.

If no tracking info is showing up for your shipment, this means the shipper failed to scan the shipment into their system when they took posession of it. This is rare, but does happen occasionally. When it does, typically we don't see any tracking info show up until the shipment is delivered. Please allow sufficient time for your shipment to arrive, then consider Option 1 or Option 2 above to further proceed.


Further options, depending on how your order was shipped:

USPS (US Postal Service):
  1. Check tracking online at: www.usps.com
  2. Contact USPS directly by phone at 1-800-275-8777
  3. Go into your local neighborhood post office branch to enquire in person (this often yields the best results).

UPS (United Parcel Service):
  1. Check tracking online at: www.ups.com
  2. Contact UPS directly by phone at 1-800-742-5877
  3. Enquire in person at your local UPS Store
PLEASE BE PATIENT AND ALLOW YOUR SHIPMENT ADDITIONAL TIME TO ARRIVE IF IT IS DELAYED.


Shipment Tracking:
All packaged shipments we send out include tracking services.

Tracking number and other shipment details are sent to you
as soon as your order ships, and go to the e-mail address that we receive with your order.

If you don't see an e-mail from us within 3 business days of placing your order, please check your e-mail 'junk' or 'spam' folder, in case messages to you are being mistakenly misrouted by your e-mail application (this is fairly common).

A link to the carrier's tracking website is included with the e-mail notification so you can track your shipment online. Please be patient and allow carriers up to 24 hours to get tracking information into their system after your shipment has gone out.

If no tracking info is showing up for your shipment, this means the shipper failed to scan the shipment into their system when they took posession of it. This is rare, but does happen occasionally. When it does, typically we don't see any tracking info show up until the shipment is delivered. Please allow sufficient time for your shipment to arrive. See the section above on Delayed or Lost Shipment Policy for further info.

PLEASE NOTE: Delivery times provided with tracking info are only estimates and are not guaranteed delivery dates. Your shipment may arrive sooner, or later, than the estimated delivery time. This is normal.

For all shipments with tracking:
Please note that on rare occasions, a shipment may not be scanned by the shipper when they take posession of it, and tracking information may not show up in their system until the package is actually delivered. Likewise, a shipment may miss a scan point while en-route, and tracking info fails to show up after that.

If you run into this problem, please allow for ample time for your shipment to arrive before contacting us about a possible shipping problem.

See the section above on Delayed or Lost Shipment Policy for more important info.

If the shippers contact us about a problem, or return your package to us for any reason, we will contact you, but be aware that after we have turned your shipment over to the shipper, it is out of our hands until it is delivered, or returned to us for any reason, and there is no further info we can provide to you, other than to confirm shipping date and address, and echo any tracking info that they provide through their website. So please be patient and allow for ample time for delivery on your order before attemtping to contact us.

Please do not contact us if your order is not showing up on time. Once it leaves our shop and is turned over to the shipper, it is entirely in their hands, and there is nothing more we can do.

Further options, depending on how your order was shipped:

USPS (US Postal Service):
  1. Check tracking online at: www.usps.com
  2. Contact USPS directly by phone at 1-800-275-8777
  3. Go into your local neighborhood post office branch to enquire in person (this often yields the best results).

UPS (United Parcel Service):
  1. Check tracking online at: www.ups.com
  2. Contact UPS directly by phone at 1-800-742-5877
  3. Enquire in person at your local UPS Store
Whether your shipment includes tracking or does not, we are not responsible for any loss, damage, or delays during transit. Shipments are entirely out of our hands after being turned over to the shipper for delivery. See Shipment Insurance below for more information, or the section above on Delayed or Lost Shipment Policy.


Shipment Insurance:

Most shipments we send out do not include shipping insurance.

Shipment insurance is available, optionally, on most shipments.
E-mail us before placing your order (or immediately after placing your order) for information about adding shipping insurance.

If your shipment is not insured, we are not responsible for any damage, theft, or loss after the shipment leaves our shop.

Please note that some credit cards will automatically cover your purchase if lost, damaged, stolen, etc., so you may want to check with your credit card company before ordering to find out if your purchase will already be insured.

The purpose of insurance is to cover the cost of replacing item(s) in your order should they become lost or damaged while in the mail (please read below for important information on determining value and making an insurance claim).

An additional charge will usually apply for insurance coverage, and must be requested at time of ordering. We are not responsible for lost, damaged, or mis-delivered shipments if they are not insured, nor if insurance is not requested at time of ordering.

All Shipments: We are not responsible for any claims or value of goods that a shipper may not pay. In many cases, the shipper themselves will determine the value of goods in your shipment, and this may or may not equal what you paid for the goods. In a case where the shipper will not pay the full value of items in your claim, we will not be responsible for covery any loss or costs that will not be covered by the shipper.

OTHER INSURANCE NOTES: (for all shipments)
PLEASE NOTE that:
  1. Insurance does not cover shipping/handling costs on your order. Insurance covers only the cost of the items in your order. Shipping/handling charges are non-refundable.
  2. We are not responsible for any loss or damage to items shipped, if not insured for shipping.
  3. We are not responsible for any loss, theft, or damage to items after they have been delivered.
  4. We are not responsible for any loss, theft, or damage to items, if delivery confirmation cannot be obtained (if shipment does not have tracking or delivery confirmation, etc.)
  5. We are not responsible for any claim that the shipper will not pay, or that the shipper will only pay in part. Determination of the value of items shipped is usually entirely up to the shipper, so if you have something insured and need to make a claim, you may not get what the item is worth. It's entirely up to the shipper, and we have no control over it, and cannot be responsible for such problems.
  6. Some insured shipments require a signature in person, when the shipment arrives at your location. Your signature indicates the acceptance of the shipment. Any claim of loss or damage after the shipment has been signed for will not be honored by the shipper, so be sure to check your shipment before signing the form.
  7. We are not responsible if customer is not home or present to sign for and receive an insured shipment when it is delivered.

If you have any questions or problems, please contact us by e-mail or phone.




Payment Methods:
All payments we accept are processed by the secure PayPal system.

You do not need to have a PayPal account to make payment- you can use any major credit/debit card, OR the funds from your personal PayPal account (if you have one).

Follow the directions in the payment process to make payment and enter your shipping info, and complete your purchase.

If you don't have a PayPal account to log into, or have one but prefer not to use funds in your existing PayPal account, just select the "Pay with Debit or Credit Card" button at checkout instead (see image below for reference):






Returns & Exchanges:

Any returned items must be authorized, so you must call or
e-mail us first if you have an item to return.

We will give you an RMA number to include with your return, if it is authorized for return.

Not all items are returnable.

Authorized returns are subject to a minimum 10% restocking charge.

Unauthorized returns may be denied or assessed a higher restocking charge.

  • Returnable Items: Some items we sell are returnable. Most are not, including: games (pinball, video, etc.), any electrical parts/components, special-order items, tools, paperwork items (manuals, schematics, score cards, etc), used items, and any items sold as-is.

  • Limited to 15 Days: Refunds or exchanges on returnable items are limited to 15 days from date of purchase. No returns or exchanges will be honored after 15 days. Please check your order as soon as you receive it to be sure everything is correct and to your satisfaction, and contact us immediately if there are any problems or questions. Requests for refunds of items after 15 days from purchase will not be honored.

  • Return Shipping Cost: Customer is responsible for any costs associated with packaging and returning any authorized returned items.

  • Refused Returns: If your item was returned and refused (returned without being authorized (no RMA number), or returned after 15 days of purchase), it may be refused. If you wish to have the item shipped back to you, additional shipping/handling costs will apply to re-ship the item back to you.

  • Restocking Fee: All returned items are subject to a minimum 10% restocking fee which is deducted from any refund issued.

  • Refund of Shipping/Handling Costs: Shipping/handling costs are not refundable, and will not be refunded or credited.

  • Refund Payment Method: Any payments refunded will be refunded by the original method in which they were received. That is, if you originally made payment by credit card, a refund will be made back to your credit card, etc. No exceptions.

  • Condition of Returned Items: Authorized items returned for exchange must be in same condition as when they were originally shipped to you. Returned items must also be re-stockable and re-sellable to another customer. Any items that do not meet these requirements or that are used, worn, have been installed, show signs of visible use or handing, or that were damaged after being received, cannot be accepted for exchange or refund.

  • Returned/Refused/Undeliverable Shipments: We are not responsible for any shipments returned to us by shipper for any reason. Such shipments will need to be re-shipped to you, if you so desire, and an additional charge for re-shipment will apply. Any shipments that are returned to us and not re-shipped due to refusal, or due to our not being able to contact you, will be issued a refund for purchase price, less restocking charge, and less any shipping/handling costs (shipping/handling costs are not refundable).

    Exceptions:

  • Warranted Items: Items that may be covered under a warranty are returnable after 15 days and/or until the end of the warranty period (whichever is greater), only if defective or faulty. Terms vary depending on item and item warranty - contact us if you have any questions about warranty on any particular item.

  • USB Keys Purchased on our Exchange Program: These are returnable for deposit refund for up to 30 days from date of purchase.





Contact Information:
Be sure to check our Frequently Asked Questions section below- your question may already be answered there!


Phone:We are no longer taking calls by phone due to ongoing abuse by telemarketers, robo-callers, and spammers, as well as degrading/unreliable cell phone communications systems that make it difficult or impossible to hear and understand you. We do not monitor our voice mailbox. Voice messages that are left may not be returned.

Click here to contact us by message, e-mail, or text
Online Message:

E-mail:

Text
:
Click here to contact us by message, e-mail, or text
Business Hours:
NOTE: We are located in the Mountain Time Zone.

Hours listed below are for the Mountain Time Zone, and may not be the same as your time zone. (What's this?)

Monday - Thursday:9am - 5pm Mountain Time
Friday:9am - 3pm Mountain Time
Saturday:Closed
Sunday:Closed
Shop Address:We currently do not have a public shop for walk-in customers. Please order online, or contact us online.
Mailing Address:Action Pinball
2350 E Arbor Lane #761
Holladay, UT 84117
USA



Frequently Asked Questions

Topic: Info:
"I don't want to pay with PayPal. How else can I pay?" Please see the section above on Payment Methods for more info.

"Why didn't I receive an e-mail confirming my parts order?" We don't send out e-mail messages to confirm parts orders.

Instead, you'll be directed back to our website after making your payment, where you'll see some confirmation info for your order, along with a Web Order Number. This is your confirmation.

Look for a link or button at the end of the payment process that allows you to return to our site for your confirmation ("Return to Vendor Site" or "Return to Seller's Site", etc.).

Web Order Numbers start with "AP", such as "AP12345".

Please reference your Web Order Number if you need to inquire on anything regarding your order.

Our payment processor, PayPal, may send you a payment confirmation e-mail, so you can watch for that. If you don't see it, check your e-mail 'junk' or 'spam' folder, in case messages to you are being mistakenly mis-routed by your e-mail application. Be sure to white-list us in your e-mail app so our e-mails get through.

You will receive an e-mail from us (www.actionpinball.com) with shipping/tracking information when your parts order ships out.

E-mails are sent to the e-mail address that comes through with your order, so be sure to check the e-mail account that matches the e-mail address that you provided when you ordered.

If you don't see an e-mail from us within 3 business days of placing your order, please check your e-mail 'spam' or 'junk' folder, in case our messages to you are being mistakenly mis-routed by your e-mail application. Be sure to white-list us in your e-mail app so our e-mails get through.

"Why wasn't I directed back to your website
after paying for my parts order?"
Our payment processor (PayPal) will usually automatically return you to our site for your order confirmation, but sometimes it may require you to click a link or button to return to our site ("Return to Vendor Site" or "Return to Seller's Site", etc). So look for this at the end of the payment process.

If you weren't directed back to our site to receive your Web Order Number after making your payment, feel free to contact us with the name that your order was placed under, and we can verify for you that we received it okay.

"When will my parts order arrive?" See the sections above on Shipping Times, and Shipment Tracking, for more details.

"I lost my key. Do you have a key that will fit my game?" Not likely. We'd be just about as likely to have a key that would fit your car, the front door of your home, the padlock on your storage unit, or anything else you have that uses a key.

Pinball machines were keyed differently at the factory, and there were dozens of different brands of locks used, with thousands of different key combinations. Manufacturers did not keep a list of the locks that were installed on each game they produced. Even if such a list existed, it probably wouldn't help because most games have had their locks changed out several times over the decades by different arcade operators and previous owners.

And despite what many people assume, there is no magical 'master' key that will get into any pinball machine.

With a lost key, the only practical option is to remove the old lock and replace with a new one. Old locks can often be drilled out, or you can enlist the help of a qualified locksmith in your local area to do the job for you. We sell new replacement locks with keys that fit most makes/models- click here for a listing of standard game locks we carry.

"When will you have this part back in stock?" Any out-of-stock parts listed on our website will have a more info... link in their entry. You can click this link to get more info on the item's status.

Please do not contact us asking about item status, as we will not respond. All information is provided via the more info... link for the item on our site.

"How do I fix my game?" We do not provide repair info or technical support by phone or e-mail.

If you are in our local service area we may be able to make a service call appointment to service your game, or have you bring it in to our shop for repair. See our Game Service & Repair page for more details.

Additionally, you may find some do-it-yourself help via one of these online sources:

Our Technical Articles Page

www.pinrepair.com, www.homepinballrepair.com, and www.pinwiki.com

"How much is this game worth?" We don't follow current market prices for games, so can't help you with determining value. You may want to do an internet search to see what comparable-condition games are currently selling for.

"I left you a message. Will you call me back?" We do not return international phone calls outside the U.S. and Canada due to inconvenient time differences, language/accent barriers, and continually declining cell phone infrastructure problems that make it difficult to hear and understand you. Contact us through our website or use e-mail.

Please contact us through our website or use e-mail to reach us whenever possible. This will get you the quickest and best response to your question.

Due to our busy shop workload and large volume of calls, we often cannot return phone calls on small parts inquiries, out-of-stock items, or to simply tell you "no". So if you need to contact us about something like this, please contact us through our website or use e-mail for fastest and best response.



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