Ordering and Contact Information
|
 
|
| |
|
|
|||||
|
- Game Parts & Supplies - Games for Sale - Ordering Info - Technical Articles - Game Service & Repair - Contact Us |
For information on purchasing and shipping Pinball Machines or other Games & Equipment, please see our Game Sales Info page. Page Contents:
 Current USPS/UPS Shipping Delay Info:
We ship through USPS and UPS.  US Postal Service (USPS)
 United Parcel Service (UPS)
All shipping carriers occasionally experience delays. For the shippers we use, links to current delay info and contact info are listed below: USPS (US Postal Service):
UPS (United Parcel Service):
If you live in an area that is currently experiencing shipping delays, and are not able to have your shipment potentially delayed, please do not order from us. See the following sections below for more info:
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.
Shipping & Handling Charges:
To view shipping & handling charges, simply add any item to your shopping cart, then go to the shopping cart view to see the current rate. 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.):
We only ship to U.S. addresses, but 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, Stackry.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:
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:
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. 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 more than 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, before ordering from us. Order Change / Cancel / Combine Fee:
We have a $4.00 USD 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. For example, if you contact us 1 time asking to add to the order, there will be 1 additional charge. If you contact us a 2nd time wanting to add to the order again, 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:
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:
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, incomplete name, or a novelty name, such as:
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 an order/payment confirmation e-mail from us 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 also 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 1 business day 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 (actionpinball.com) in your e-mail app so our e-mails get through to you. Shipping Times:
We ship within the U.S. only. (If you're outside the U.S. click here.) We ship by standard/economy shipping methods only. (See Shipping Methods below for more info.) Most U.S. shipments average anywhere from a few business days up to 3 or 4 weeks, depending on destination and if there are any delays with holidays (see list below) and/or weather or other uncontrollable delays. Business days are the weekdays of Monday through Friday, inclusive (weekday holidays excepted). Business days do not include weekend days (Saturday/Sunday), or weekday holidays, such as:
More info:
Shipping Methods:
US Postal Service (USPS)
United Parcel Service (UPS)
We currently use USPS and UPS for shipments, depending on who serves your address at the more reasonable cost. If you need shipping through a carrier other than USPS or UPS, please do not order from us. We do not ship by any expedited methods (overnight, 2-day, express, priority, etc). If you need expedited shipping, please do not order from us. We will not ship and bill to your commercial UPS or other account. If you need this, please do not order from us. See the Shipping Times section above for average delivery times. 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. Delayed or Presumed-Lost Shipment Policy:
For delayed shipments outside the U.S., click here. General Info: All shipping carriers have delays occasionally, especially around holidays and in months with winter weather. A delayed shipment is one that still hasn't been delivered after the average delivery time since being shipped out. Some shipments that are delayed may take up to 8 weeks to arrive (yes, we have seen some take this long). Action Pinball cannot speed up delivery time, and we have no control over delays of shipping carriers. These are not our fault. If your shipment within the U.S. is delayed, we recommend just being patient and allowing the carrier extra time to get it to you safely. The odds of a shipment actually being lost is near zero. We have had only 3 lost shipments in our 30 years of business (out of tens of thousands of shipments). This means there is a 0.006% chance of your shipment being lost (1/6000th of 1 percent chance). You may suspect your shipment is lost if there hasn't been any update to tracking info for a few days to a few weeks. This does not mean your shipment is lost. Most all shipments in this situation do show up and are delivered, albeit late. See the section on Shipment Tracking for more details. Our Policy: TWO WEEKS: A shipment is considered delayed if not delivered after 2 weeks from date of shipment. If you are not willing to continue waiting for your delayed shipment to arrive, you can use one of the two following options:
FOUR WEEKS: A shipment is considered lost if not delivered after 4 weeks from date of shipment. Most shipments will still be delivered even after 4 weeks (8 weeks is the longest we've seen a delayed shipment take). But we can begin with filing a loss claim after 4 weeks. Loss claims typically take 2-3 weeks to resolve. Until the carrier (USPS or UPS) approves the loss claim, Action Pinball cannot refund your order or send out replacement parts. If your delayed shipment arrives after being refunded or replaced:
INTERNATIONAL:The above info only applies 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: Average: 1-2 weeks.Delivery Times for Recent DELAYED Shipments: Average: 15 days. Longest: 6 weeks Year of Last Lost Shipment: 2010 USPS (US Postal Service):
UPS (United Parcel Service):
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 after 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. Delivery times provided by shippers along with their 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. Common Tracking Issues and Myths:
Shipment Insurance:
Most shipments we send out do not include shipping insurance. Shipment insurance is available, optionally, on most shipments. Contact 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:
Payment Methods:
We accept all major credit/debit cards, and payments through PayPal. Payments with Apple Pay, Venmo, and others, can be made through the PayPal system. Follow the directions in the payment process to make payment and enter your shipping address, and complete your purchase. Returns & Exchanges:
Not all items we sell are returnable. Any returned items must be authorized, so you must contact us first if you have an item you want to return. We will give you an RMA number to include with your return, if it is authorized for return. Authorized returns are subject to a minimum 10% restocking charge. Unauthorized returns may be denied or assessed a higher restocking charge. No refunds, exchanges, or credits will be issued until authorized returned items are received at our shop.
Contact Information:
Be sure to check our Frequently Asked Questions section below- your question may already be answered there!
Frequently Asked Questions
"I don't want to pay with PayPal. How else can I pay?" You can checkout on our website using any major credit or debit card. Please see the section above on Payment Methods for additional info. "Why didn't I receive an e-mail confirming my parts order?" After placing your order, please allow up to 12 hours for our system to send you an order confirmation e-mail message. Confirmation e-mails are sent to the e-mail address that comes through with your order/payment, so be sure to check the e-mail account that matches the e-mail address that you provided when you ordered. Check the 'junk' or 'spam' folders in your e-mail app in case our messages are being mis-routed by your e-mail app. Be sure to add us (actionpinball.com) to your e-mail white-list to ensure our future e-mails get through to you. Sometimes we receive mis-spelled e-mail addresses which prevent us from communicating with you. Be sure your e-mail address is spelled correctly when checking out. You will also receive an e-mail from us with shipping/tracking information when your parts order ships out. If you don't see an e-mail from us after 12 hours of placing your order, contact us with your name and other identifying info to verify that we received your order. "Why didn't PayPal direct me back to your website after I made my payment?" You may need to click a link or button at the end of the PayPal payment process to return to our site in order to complete your order, and get your Web Order Number ("Return to Vendor Site" or "Return to Seller's Site", etc). So look for this at the end of the PayPal payment process. You should still receive an order confirmation e-mail from us (actionpinball.com) within 12 hours after placing your order, so watch your e-mail inbox for this (check junk or spam folders if you don't see our message in your inbox). "When will my parts order arrive?" See the sections above on Current Shipping Delays, 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 all 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, usually the only option is to remove the old lock and replace it with a new one. Old locks can often be drilled out, or you can enlist the help of a qualified handyman or 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 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. "How do I fix my game?" We are a parts supplier. We do not provide help with diagnosing or repairing your game, or with installing replacement parts. Consider looking for a pinball repair company or person in your local area by doing a Google search. Or you may find some do-it-yourself help via one of these online sources: "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 phone message. Will you call me back?" We do not monitor our voice mail box, so your message may not be returned. Instead, please contact us through our website, by e-mail, or text message. We check and respond to these messages many times during normal business days. |
button. Use this to add the item to your 