Refund policy

RETURN & REFUND POLICY

Last updated: August 14, 2026

At Vaulted Arcades, we are committed to providing high-quality products and exceptional customer service. Because our product catalog includes both made-to-order branded merchandise and equipment and specialty products fulfilled by trusted manufacturers, distributors, and fulfillment partners, our return process is designed to ensure every return is handled accurately, efficiently, and in accordance with applicable policies.

Vaulted Gear & Accessories (Print-on-Demand Merchandise)

Vaulted Arcades branded merchandise — including apparel, hats, towels, tumblers, and similar items — is made to order through Printful, our print-on-demand fulfillment partner. Because each item is produced specifically for you at the time of your order, the following terms apply to this product category:

We do not accept returns or exchanges on Vaulted Gear & Accessories for the following:

  • Sizing or fit
  • Color preference
  • Change of mind

We encourage you to review the size guide on each product page carefully before ordering.

Defective, Damaged, or Misprinted Items
If your Vaulted Gear & Accessories order arrives damaged, misprinted, or defective, we will make it right—no return shipment required.

To submit a defect claim:

  1. Contact us at support@vaultedarcades.com within 30 days of delivery
  2. Include your order number and clear photographs of the issue
  3. We will arrange a free replacement or issue a full refund at our discretion

Lost or Undelivered Packages
If your tracking information shows "delivered" but you have not received your package, please contact your carrier first. If the issue remains unresolved, reach out to us, and we will investigate with Printful on your behalf.

Order Cancellations — Vaulted Gear & Accessories
Because production begins shortly after your order is submitted, we cannot guarantee cancellations once an order has entered processing. Please contact us immediately at support@vaultedarcades.com if you need to request a cancellation, and we will do our best to accommodate.

Equipment, Large Items & All Other Products

The following terms apply to all products not covered under the Vaulted Gear & Accessories section above, including golf simulators, pool tables, arcade machines, foosball tables, pinball machines, and similar equipment.

30-Day Return Policy
You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, the item must:

  • Be in the same condition in which it was received.
  • Be unused and unassembled unless the return is due to shipping damage, our error, or a verified manufacturer defect.
  • Include all original packaging, accessories, manuals, hardware, and components.
  • Be accompanied by proof of purchase.

Because Vaulted Arcades partners with multiple manufacturers and authorized distributors, certain products may be subject to manufacturer-specific return requirements. When applicable, all manufacturer-specific return requirements and material fees will be disclosed on the product page before purchase.

How to Request a Return
To begin a return, please contact us at support@vaultedarcades.com.

Please include:

  • Your order number
  • The name used on the order
  • The reason for the return
  • Photographs of the product and packaging if the item is damaged, defective, or incorrect

Please do not return merchandise without prior authorization. Once your return request has been reviewed and approved, we will provide detailed return instructions, including the appropriate return address and any applicable shipping instructions. Returns sent without prior authorization may be refused, returned to the sender, or experience processing delays.

Freight Delivery Inspection

Many of our products are delivered by freight carrier, and some orders ship as multiple cartons. Please count the pieces against the delivery receipt and inspect the condition of every carton before signing.

Signing a delivery receipt without noting damage indicates the shipment arrived in good condition. This can substantially limit the remedies available to you and to us, so please take a moment before you sign.

If visible damage is present:

  • Describe the damage specifically on the delivery receipt before signing. Write what you actually see—for example, "carton 2 of 4 crushed, product exposed." General notations such as "subject to inspection" are not sufficient to preserve a carrier claim, and vague notes may limit recovery to only what was described.
  • Photograph everything before the driver leaves — the damage, the carton, the shipping label, and the annotated delivery receipt.
  • Keep your copy of the annotated delivery receipt. It is the single most important document in any freight claim.
  • Do not discard any packaging or materials. The carrier may require inspection of the product and its original packaging, and discarded packaging can result in a denied claim.
  • Contact Vaulted Arcades as soon as possible so we can open the claim promptly.

You may refuse damaged goods. Noting damage on a delivery receipt is not by itself a refusal — accepting a shipment with damage noted is a valid and often preferable option. Depending on the severity, you have three choices, and all three are acceptable to us:

  • Accept with notation. For cosmetic or minor damage, accept the shipment and describe the damage on the receipt. We will arrange repair, replacement parts, or a partial refund as appropriate.
  • Refuse the damaged portion. On a multi-carton shipment, you may accept the undamaged cartons and refuse only the damaged one. Note on the delivery receipt exactly which cartons were refused and why.
  • Refuse the entire shipment. Where damage is severe enough that the product is unusable, unsafe, or not what you paid for, refuse the delivery outright and state the reason on the receipt.

If you are unsure which option applies, call us at (650) 668-2132 while the driver is still present, and we will help you decide.

Refusing a shipment because of documented visible damage is authorized under this policy. Where the damage is noted on the delivery receipt and photographed as described above, Vaulted Arcades will not pass return freight, storage, or restocking charges on to you, and we will arrange replacement or refund.

Please note: freight carriers set their own tariffs, liability limits, inspection requirements, and claim deadlines, and these vary from carrier to carrier and by product type. Carrier liability for loss or damage is typically limited by freight class and may be less than the full value of the goods. Some suppliers administer their own freight claims. Because of this, specific claim timelines and procedures may differ depending on which carrier and supplier handled your order, and we will advise you of any product-specific requirements. None of this affects your rights under this policy or under applicable law.

Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery, including opening cartons where it is safe and practical to do so. If your order arrives damaged or defective, or you receive an incorrect item, please contact us within 48 hours of delivery at support@vaultedarcades.com.

To help us resolve your claim promptly, please include photographs of:

  • The product
  • Any visible damage
  • The shipping carton and its interior packaging
  • The shipping label
  • The delivery receipt, if damage was noted

Damage that is not visible from the outside of the carton ("concealed damage") must be reported quickly. Most carriers require notice within a matter of days, so please open and inspect your shipment as soon as you reasonably can, and retain all packaging until the matter is resolved.

The 48-hour request helps us preserve carrier claims, but it does not waive any rights or remedies you have under applicable law for latent damage, defects, nonconforming goods, nondelivery, or our error. We will work directly with the manufacturer and shipping carrier to resolve the issue as quickly as possible.

Order Cancellations
Orders may generally be canceled prior to shipment. Once an order has entered processing, has been prepared for shipment, or has shipped, cancellation may no longer be possible or may be subject to applicable return policies, return shipping costs, or manufacturer restocking fees. If you need to request an order cancellation, please contact us as soon as possible.

Return Shipping
Unless a return is the result of shipping damage, a verified manufacturer defect, or an error on our part, customers are generally responsible for return shipping costs. Depending on the manufacturer, a prepaid return shipping label may be provided or alternative return instructions may be issued. Original shipping charges, expedited shipping charges, white-glove delivery fees, installation charges, assembly services, and similar service fees are generally non-refundable unless the return results from our error or a verified manufacturer defect.

Restocking Fees
If a restocking fee applies, its amount or calculation method will be disclosed on the applicable product page before purchase. We will not impose an undisclosed restocking fee.

Non-Returnable Items
The following items are generally not eligible for return:

  • Custom-built or made-to-order products (except as covered under the Vaulted Gear & Accessories defect policy above)
  • Personalized or customized products (except as covered under the Vaulted Gear & Accessories defect policy above)
  • Clearance or final sale items
  • Gift cards
  • Products that have been assembled, installed, modified, or damaged after delivery
  • Products returned without original packaging, accessories, manuals, or components
  • Products identified on the product page as non-returnable

If you have questions regarding a product's eligibility for return, please contact us before placing your order.

Refused Deliveries
Refusing delivery because of visible damage is covered under Freight Delivery Inspection above, carries no charges to you, and requires only that the damage be described on the delivery receipt.

Refusing delivery for any other reason — including change of mind, delivery timing, or refusal to accept a correctly fulfilled order — without prior authorization from Vaulted Arcades may result in additional shipping charges, storage fees, return freight charges, or manufacturer restocking fees. Any applicable charges may be deducted from an eligible refund. Please contact us before refusing a shipment for any reason other than damage.

Exchanges
We do not offer direct product exchanges. If your return is approved, you may place a new order for the desired item after the return process has been completed.

Refunds
After your returned item has been received and inspected, we will notify you whether your refund has been approved. If approved, refunds will be issued to your original payment method. Please note that financial institutions may require additional time to process and post your refund after it has been issued. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@vaultedarcades.com.

Manufacturer Warranties
Many products sold by Vaulted Arcades include a manufacturer's warranty. Warranty coverage, duration, eligibility, and claim procedures vary by manufacturer and product. Where applicable, warranty claims are administered by the manufacturer. Vaulted Arcades will gladly assist customers in contacting the appropriate manufacturer and facilitating warranty communication; however, warranty determinations are made by the manufacturer unless otherwise stated.