Q: What types of payment do you accept?
A: For internet orders we accept Visa, Mastercard, Discover credit cards, and Paypal payments. All local pick up orders are cash and carry.
Q: What are your shipping rates?
A: Our shipping rates are based on total weight of your package. Generally speaking, the best method of shipping packages weighing less than 5 pounds within the USA is USPS Priority Mail. For packages over 5 pounds, FedEx Ground or UPS is usually the best method. Upon checkout you will be asked which shipping method you prefer. Shipping can be calculated from the lower left hand corner of the cart page once you have added the items you wish to purchase.
Q: I picked the USPS shipping option at checkout, but my order was shipped via FedEx/UPS Ground. What’s up with that?
A: All parcels deemed over-sized by USPS standards (larger than 12″x12″) are shipped via UPS or FedEx Ground, regardless of what shipping option was chosen at checkout. Oversized products have this shipping override information also listed right within the product description if it has to ship via UPS or FedEx.
Q: I do not live in the USA. Will you ship to me?
A: Yes, we ship worldwide.
All customers are responsible for paying their country’s duties, taxes, tariffs, fees, etc. (if applicable) when they receive their goods. Pinball Life is not responsible for import fees customers MAY have to pay and we cannot alter the description of goods or value for your order.
Q: I live in a country where the government charges outrageous import taxes/duties. Will you lie on the customs form as to the value of the products I purchase?
A: No, absolutely not. Please do not ask us to break the law. Inquiries such as these will not be answered. We run a legitimate business and must follow the USPS rules and regulations. All parcels are shipped with a commercial invoice stating the actual value of the contents. This invoice matches the declared value of the contents on the customs forms. All customers are responsible for paying any import fees their country may impose upon delivery of customer orders.
Q: I live outside the USA and am not satisfied with a product I purchased from you. Can I send it back?
A: Yes, returns are not a problem. We offer a money-back guarantee on every product we sell. Simply return the item and we will refund your $$$ back to your credit card or Paypal account. We DO reimburse you for your return shipping costs if you return the item using a reasonablably priced shipping method. We DO NOT offer a replacement guarantee on items shipped overseas, only a money-back guarantee. This guarantee policy also applies to mispicked or missed items in your order. Missing items will not be reshipped, only the value of the item(s) will be refunded to you if we find reasonable evidence to support your claim.
All returns/claims must be initiated within 5 business days of receipt of your order or no replacement and/or refund will be considered.
Please note that Dot Matrix Displays have special terms and conditions when purchased by overseas customers. Please see the item listing for details.
Q: I live outside of the USA and ordered the wrong part by mistake and would like to return it. Can I?
A: Sure, but you are responsible for the return shipping charges. Any product returned to us in new, re-sellable condition is eligible for return. Once we have received the return we will issue you a credit back to your credit card or Paypal account for the full value of the item. There is no “restocking” fee.
Q: What is the warranty period for the products you sell?
A: Electronic components (DMDs, other displays, boards, optos, etc.) are warrantied for 90 days. All other products are warrantied for 9 months.
Q: How do I track a package outside of the USA?
A: Your best option for door-to-door tracking is FedEx International shipping. This shipping method costs more than USPS international shipping, but is fully trackable from the time it leaves us until the time it arrives at your door. USPS Priority International and Express shipments are SOMETIMES trackable door-to-door. A tracking number is issued with each shipment, but the USPS tracking system only tracks the package until it leaves the country and is turned over to your postal system. It is then up to your country’s postal system to enter the tracking number into their system. If they do this then your package will continue to be tracked until it reaches you. If they do not do this then tracking ends when your package leaves the USA. IF YOUR COUNTRY DOES NOT ENTER THE TRACKING INFORMATION INTO THEIR SYSTEM, THEN THERE WILL BE NO REFUND FOR UNDELIVERED PACKAGES. Please keep this in mind when ordering, as you know the reliability of your postal system much better than we do.
Q: I live in the United States and am not happy with a product I purchased. What is your return policy?
A: All returns must be initiated within 5 business days of order receipt. At your option, you may return un-used products for refund or replacement.
Q: How do I purchase a gift certificate?
A: From the category navigation menu on the left, select “Gift Certificate” Complete the required information and amount of the gift certificate you’d like to purchase. You MUST select the checkbox “Email this gift certificate” If you do not check this option, you will not receive the voucher code to redeem the gift certificate. Add the gift certificate to your cart. Proceed to check out and complete your purchase paying via PayPal or a credit card.
Q: How do I redeem a gift certificate?
A: If you received a gift certificate you must reference the email that was sent to you with the voucher code and name used when the gift certificate was purchased. Add items to your cart as you normally would. When you are ready to checkout, follow the checkout process as normal. When the payment screen appears you will see “Gift Certificate” as a payment method. Select “Gift Certificate” and then enter your first name, last name, and voucher code from the e-mail that was sent to you. If your total amount exceeds your gift certificate amount you will have to enter an additional payment method to complete your purchase. If your order total is less than your gift certificate amount you will have a remaining balance to use at another time. You can check your balance under your profile. Scroll down the main home page of Pinball Life and on the left hand side you will see “Gift Certificate Balance” You will need to keep the gift certificate email that was sent to you to check your balance. You are again asked for the first name, last name and voucher code from the email.
Feel free to call us at 352-376-8442 or e-mail us at firstname.lastname@example.org