Refund policy
RETURN & REFUND POLICY
Last updated: August 27, 2026
Our catalog includes made-to-order merchandise and specialized equipment fulfilled by different manufacturers and authorized distributors. The return terms for each category are stated below. Any product-specific exception, final-sale designation, restocking fee, or shorter return period will be displayed on the applicable product page before purchase.
Vaulted Gear & Accessories
Vaulted Arcades branded merchandise is made to order. We do not accept returns or exchanges for sizing, fit, color preference, or change of mind. Please review the size guide before ordering.
If an item arrives damaged, misprinted, or defective, contact support@vaultedarcades.com within 30 days of delivery with your order number and clear photographs. We will arrange an appropriate replacement or refund at no cost to you. A return shipment is generally not required unless we provide instructions otherwise.
Equipment and Other Supplier-Fulfilled Products
Unless the product page states different terms, you may request a return within 30 days after delivery. A return is not automatically approved merely because it is requested within 30 days.
To qualify, the product must be unused, unassembled, uninstalled, unmodified, and in resalable condition with all original packaging, manuals, accessories, hardware, and components. Proof of purchase is required. Manufacturer or distributor authorization may also be required.
Commercial amusement equipment, custom or made-to-order products, special orders, clearance or final-sale products, and equipment that has been assembled, installed, powered on, modified, or used may be non-returnable when that restriction is disclosed on the product page before purchase. Nothing in this policy limits rights that cannot lawfully be limited.
Return Authorization
Before shipping anything back, email support@vaultedarcades.com with:
- Your order number and the name on the order
- The product and reason for the request
- Photographs of the product, serial number, packaging, and any damage or defect
Do not send a return without written return authorization and routing instructions. Supplier return addresses vary, and an unauthorized return may be refused or returned to the sender.
Freight Damage, Defects, and Incorrect Items
Freight damage is handled as a freight claim, and a functional defect is generally handled under the applicable manufacturer warranty; neither is automatically treated as a discretionary return of the complete product.
Contact Vaulted Arcades as soon as possible and preferably within 48 hours after delivery if the shipment is damaged, incomplete, incorrect, or appears defective. Preserve the delivery receipt, packaging, shipping labels, product, parts, and photographs. See the Shipping Policy for the inspection procedure.
Vaulted Arcades will remain your primary contact and will coordinate with the carrier, freight broker, supplier, or manufacturer. Depending on the circumstances and applicable warranty, the remedy may include troubleshooting, repair, replacement parts, an advanced replacement, replacement of the product, a partial refund, or a refund. A supplier, manufacturer, or carrier may need to inspect the evidence before the remedy is finalized.
The requested reporting period helps us preserve third-party claims and does not waive rights or remedies that cannot lawfully be waived.
Return Shipping and Service Fees
For an approved non-defective return, the customer is responsible for return shipping and any authorized freight services unless the product page or written authorization states otherwise.
Original shipping charges and optional service charges—including expedited, inside, room-of-choice, white-glove, assembly, and installation charges—are generally nonrefundable after the service has been performed, except when required by law or when the charge resulted from our error.
For verified shipping damage, a covered defect, or an incorrect item, responsibility for shipping and component-return freight depends on the carrier claim and the applicable manufacturer warranty. Some manufacturer warranties cover one-way or two-way ground freight; others do not cover freight. We will disclose the applicable procedure before asking you to ship a product or part.
Restocking Fees
A restocking fee will apply only when its amount or calculation method was disclosed on the applicable product page before purchase or you expressly agree to it as part of a later return resolution. We will not impose an undisclosed restocking fee.
Certain supplier-fulfilled game room products—including billiard tables, dart equipment, and accessories sourced from GLD Products (sold under the Fat Cat®, Viper®, and Casemaster® brands)—are subject to a 15% restocking fee on all authorized returns. This fee will be disclosed on the applicable product page at the time of purchase.
Cancellations
An order may generally be canceled before supplier acceptance, production, or freight release. After one of those events, cancellation may be unavailable or may be subject to a product-specific, previously disclosed fee. Contact us immediately; we will confirm whether the order can still be canceled and identify any applicable charge before proceeding.
Refused Deliveries
Do not refuse an undamaged shipment without written authorization. Unauthorized refusal may result in return freight, storage, redelivery, or a disclosed restocking charge being deducted from an otherwise eligible refund. For visibly damaged freight, follow the inspection and refusal procedure in the Shipping Policy.
Refunds
After an authorized return is received and inspected, we will notify you whether the refund is approved and identify any authorized deduction. Approved refunds are issued to the original payment method. Your financial institution may require additional time to post the credit.
No Direct Exchanges
We do not offer direct exchanges. If a non-defective return is approved, you may place a new order after the return is processed. Replacement products and replacement parts provided for shipping damage or warranty service are not considered exchanges under this section.
Contact
Vaulted Arcades 6210 Wilshire Blvd. STE 200, PMB 831 Los Angeles, CA 90048-5124 support@vaultedarcades.com (650) 668-2132 Monday–Saturday, 10:00 AM–7:00 PM Pacific Time
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