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Returns & Cancellations

Returns & Cancellations

Our policies are intended to be simple, transparent and fair

Your happiness is our number one priority. We will always do everything we reasonably can to fix any problems that arise. Please read our policies carefully to be sure we both have reasonable expectations for delivering your custom, made-to-order furniture.

These policies apply to orders placed on or after November 1, 2019. Our previous policies are only applicable to orders placed prior to that date.

Custom, Made-to-Order Furniture

Orders for custom, made-to-order furniture are typically put into production 48 hours after being Approved. We will be as accommodating as possible with regard to order modifications or cancellations based on individual circumstances but, in general, the following terms apply:

  • Within 48 Hours

    Orders can be cancelled or modified within 48 hours of order Approval without penalty. Just give us call at 206.237.7733 or drop us an email at info@jackgameroom.com to get the process started.

  • After 48 Hours But Before Two (2) Weeks

    Modifications to any order for custom, made-to-order furniture requested more than 48 hours after order Approval will be charged a 5% change fee.

  • After Two (2) Weeks But Before An Item Has Shipped

    Beginning two (2) weeks after an order for custom, made-to-order furniture is Approved, but before the item has shipped, the order can be cancelled with a forfeiture of 50% of order value. There are no exceptions to this policy.

  • After Two (2) Weeks And After An Item Has Shipped

    After an order for custom, made-to-order furniture has been shipped, the order can be cancelled or returned with a refund equal to 50% of the item plus any shipping charges incurred in either outbound or return shipment. Refund will be made after the item is returned and inspected at our warehouse. There are no exceptions to this policy.

In-Stock Furniture or Non-Furniture Items

Orders of in-stock items (both furniture and non-furniture) are typically fulfilled within 48 hours after being placed. We will be as accommodating as possible based on individual circumstances but, in general, the following terms apply:

  • Within 48 Hours

    Orders for in-stock furniture and non-furniture items may be cancelled upon request within 48 hours of order placement and will be refunded in full at no penalty.

  • After 48 Hours But Before An Item Has Shipped

    Cancellation of orders for in-stock furniture and non-furniture items more than 48 hours after order placement but before the item has shipped will also be accepted and refunded in full at no penalty.

  • After 48 Hours And After An Item Has Shipped

    Cancellation of orders for in-stock furniture and non-furniture more than 48 hours after order placement and after the item has shipped will be accepted and refunded less a 15% restocking fee plus shipping charges incurred in either the outbound or return shipment.

If we make a mistake by shipping you an item that is not what is described on the order (as Approved), we will replace it as quickly as possible at our expense. Please note we are not responsible for replacing or refunding orders placed in error by you. Generally speaking, most orders for custom, made-to-order furniture will be reviewed with the customer by phone or email and confirmed by return email before the order is Approved and processed.

IMPORTANT DISCLAIMER: Materials and finishes used in the fabrication of our custom furniture are mostly natural and are subject to variations in appearance due to wood grain, dye lots and other factors. We guarantee the quality and appearance of our products and make every effort to produce furniture with uniform appearance consistent with the imagery found on the website. It is possible the wood finish of your product may differ from any specific online image you see and may differ even from samples sent to you prior to order and shipment. Likewise, the precise color of the fabrics and other finishes may vary slightly from website images or physical swatch samples sent. Differences should be relatively minor and will not affect the quality or durability of the products.

Unfortunately, no matter how careful we are, sometimes things are damaged in shipment. If anything we ship you is damaged in the process of shipment or delivery, we will replace or repair that item our expense. Bear in mind we might elect to clean or repair an item with minor scratches or other damage that is more easily fixed on site than returned to our warehouse.

We encourage you to inspect your item(s) carefully upon delivery. If you have any concern about quality after delivery and inspection, we will work with you to fix it. To report any issues, reach out to info@jackgameroom.com within 7 days.

Choosing to clean or repair an item is a decision made solely at our discretion. If we elect to resolve your problem that way, our promise is that we will do so expeditiously, with the least possible inconvenience, and with the greatest possible professionalism. We will not attept repair or clean an item unless we are certain it can be restored to "as new" condition and we will replace an item if cleaning or repairing an item fails to achieve that standard.

If you have taken delivery of an item that is damaged, please email pictures of your item to info@jackgameroom.com to begin the process of replacing or repairing your item.

  • For Furniture Items...

    Repair or replacement of furniture items is handled on a case-by-case basis as described above. Upon receipt of your email with pictures illustrating the damage, we will immediately open a case and get back you get back to you as quickly as possible (in any case, within 24 hours) with detailed instructions on to proceed.

  • For Non-Furniture Items...

    Upon receipt of your email with pictures illustrating the damage, we will send you a FedEx return label via email. Your order must be shipped back within 30 days from delivery. All items must be sent back in the original packaging. If the original packaging is unavailable, the customer is responsible for arranging equivalent packaging.

    To find a nearby Fedex location, click here.

Generally speaking, returning our custom, made-to-order furniture after delivery will subject you to considerable cost and inconvenience. You will only be refunded 50% of the price paid for the item less all costs associated with both outbound and return shipping, including the time and expense of properly packaging the item for return shipment. This is clearly stipulated in the detailed description of most items. Do us both a favor and carefully read the section above on " Your Responsibilities" to understand the steps you should take to be sure get exactly the product you are looking for.

Exceptions to this policy are outlined above and generally include only items shipped in error, damaged in transit or exhibiting some other material manufacturing defect.

  • For Non-Custom Furniture Items...

    You may return any non-custom furniture item within 30 days of delivery for a full refund of the amount paid minus a 15% processing fee and all costs of outbound and return shipping. Your refund will be processed once your order arrives back at our facility. To begin the return process, please email info@jackgameroom.com.

  • For Non-Furniture Items...

    You may return any non-furniture item within 30 days of delivery for a full refund of the amount paid less any outbound and return shipping charges. Your refund will be processed once your order arrives back at our facility. To begin the return process, please email info@jackgameroom.com. We will send you a FedEx return label via email. Your order must be shipped back in the original packaging. If the original packaging is unavailable, the customer is responsible for arranging equivalent packaging.

    To find a nearby Fedex location, click here.

Jack Game Room guarantees that your furniture will be free from manufacturer’s defects in materials or workmanship for up to five (5) years for residential use or one (1) year in commercial. This includes structural or material failures but not damages from ordinary wear-and-tear. Modifications made to the structure by the customer, including the installation of third-party or other components, will invalidate this Warranty.

This Warranty is applicable only to the original owner at the original address of delivery. The Warranty is non-transferable and does not survive movement of the item to another location after initial delivery.

  • We work closely with our supply chain partners to ensure each production run falls within our approved variance range. Minor variances in size and shape may occur, as our products are handmade to order.
  • With regard to rugs, variations in weave, fiber size, color, and overall rug size (up to 5% in length and width) are normal characteristics of handmade rugs and are not considered a manufacturing defect.
  • Discounts/promotions cannot be stacked.
  • Our return policy is limited to one return or exchange per household.