FAQs

Commonly asked questions and their answers regarding our products, shipping, returns, and other policies to help you shop with confidence.

Orders & Tracking Your Package

What happens when I place my order?

As soon as you place your order, you will receive an order confirmation email. This means that we have received your order and pre-authorized your credit card for the purchase. As soon as we receive your order, we check the warehouse to confirm that your item is in stock and available for shipment. If your item(s) are available, we process the charges and submit your order. Our usual turnaround time is 1-3 business days.

Please note that the ongoing pandemic has caused worldwide delays in shipping. We will notify you if there are any processing and shipping
delays.

How do I track my order?

Tracking information will be sent directly to the customer via email after the order is processed.

Can I cancel my order?

All Products/Tables:

At Atomic Game Store, we strive to provide the best customer service possible. In order to ensure that our customers are satisfied with their purchases, we have established the following cancellation policy.

This policy applies to all products sold by Atomic Game Store. In order to cancel an order, customers must submit their request within 24 hours of placing the order. Requests received after this time period (24 hours) will be subject to a 5% administration/processing fee.

Please note that if an order is out of stock or backordered, and you confirm that you want to wait for your product, you will be charged a 5% administration fee if canceled anytime after confirmation.

Additionally, If you want to cancel and your order has shipped or is being prepared for shipping, your order will be treated as a "return." In that case, you will receive a full refund minus all shipping costs (even if the shipping is "free" and you will be responsible for outbound/inbound shipping) and a 28% restocking fee. Please refer for more details to our Return Policy. 

Refunds will only be issued to the original credit card you used when placing your order.

If you wish to cancel an order, please contact us immediately. We will do our best to process your request in a timely manner.

Please measure the necessary space requirements etc., before purchasing!

We reserve the right to cancel any order for any reason, at any time. 

Is there a warranty available for the products I’m purchasing?

Please take a look at the product page to find a specific warranty for that product.

Can I pick up my order?

All orders placed through the AtomicGameStore.com will be shipped directly to their destination.

Can I order an item that is out of stock?

It depends! Please contact us at info@atomicgamestore.com to inquire about any out of stock products. Most of the items we sell are available for pre-order.

What if my product is delayed or backordered?

At Atomic Game Store, we understand that receiving your products in a timely manner is important to our customers. However, due to the current supply chain issues and a high volume of product backorders, some of our products may be delayed.

This is a situation that is affecting all manufacturers and is beyond our control. We apologize for any inconvenience this may cause and assure you that we are doing everything possible to get your products to you as quickly as possible.

If you decide to wait for your product, we will keep you updated on its status and estimated delivery date. We apologize for any inconvenience this may cause, and we appreciate your patience and understanding during this time.

If you change your mind about your order during the waiting period, please refer to our cancellation and return policies. We will be happy to assist you with canceling or returning your order if necessary.

We apologize for any inconvenience caused by the delays and we are doing everything we can to get your products to you as soon as possible.

Shipping

Where do you ship your products to?

We ship to the Continental US only. No shipping to Hawaii or Alaska at this time. 

We are not able to ship to international destinations, PO Boxes, or APO/FPO/DPO.

Where do you ship your products from?

We ship directly from the manufacturers to cut down your shipping time.

How long will it take for my order to arrive?

If your item is in stock, we usually process your order within 1-3 business days. Shipping can take up from 4-14 business days, depending on the product you are ordering. You will receive a confirmation number, a delivery estimate, and a delivery window when your item ships.

Any customized items will take longer to be assmebled and delivered.

Delivery times may vary and are not definite. They are subject to change without notice due to global events, weather conditions, etc. You can contact us at info@atomicagamestore.com for any questions and concerns regarding your delivery.

I received an item that is different from what I ordered. What should I do?

If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Service team at returns@atomicgamestore.com

We will work to get the package re-shipped and for to get the correct item. We will require a picture of the incorrect product you received.

What are the instructions to receive my order?

Freight shipments come with curbside shipping. The freight company is not responsible for carrying the product into the building, unloading the package from the truck, or assembling your purchase. For heavier items, we strongly recommend you have the appropriate assistance available at the time of delivery. The freight company will notify you by phone to schedule a delivery date and time window. 

* Delivery - scheduling a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time when you can be home to sign for the items within the carrier’s business hours. Please note, most freight carriers require a 4-hour window for delivery. Fees resulting from re-delivery will be the customer's sole responsibility, so please do not miss your scheduled delivery appointment. Redelivery can take up to a week, depending on your location. Some residential areas may be inaccessible by delivery trucks, FedEx may be unable to access certain residential areas. If you feel that your required destination is inaccessible to a truck: please contact info@atomicagamestore.com prior to placing your order.

* Product Inspection - When you receive the freight, you will need to sign the Proof of Delivery from the driver. If there is any sign of damage to the packaging (i.e., scratching, chipping, denting, etc.), please make sure you notate it on the POD (Proof of Delivery). If you see a punctured or smashed box, open it and make sure that there is no damage. If you notice specific damage anywhere to the product, please note this on the POD and contact us as soon as you can. Also, take 2-3 quality pictures from your phone from different angles.

If damage is visible on the crate/boxes/packaging, please write "subject to inspection and verification."

Given the chance that the driver informs you to sign so he can leave prior to inspection, kindly inform him that he has to wait for the inspection (typically, you get 15 min to inspect), and you have the right to refuse any damaged portions of the shipment.

If you do not notate that there is possible concealed or even specific damage at the time the POD is signed, a claim cannot be filed, and Atomic Game Store has no ability, by freight law, to pursue compensation for the damages incurred. Any damages will be your responsibility. 

We do not want to see this situation, so it’s very important to follow our Shipping and Receiving Instructions.

Delivery times may vary and are not definite. They are subject to change without notice due to global events, weather conditions, etc. You can contact us at info@atomicagamestore for any questions and concerns regarding your delivery.

Payments & Financing

Why do you not charge taxes?

We charge taxes, but only in California. Let us explain:

We are required to collect sales taxes in California because we either have a physical location or nexus. Taxes will vary from state, county, and district where you live in California.

Do you offer financing?

We offer financing through Klarna and Shop Pay. Please go to our Finance with Klarna page to find out more.

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, Diners Club, Pay Pal, Google Pay, Apple Pay, Shop Pay and Meta Pay. 

Can I buy a gift card?

We do not offer gift cards at this time.

General

What are your Business hours?

Business Hours:

Order 24/7, including weekends and weekdays.

Live Customer Support Hours:

Mon-Fri 9am-5pm PST

What is the best way to contact you?

You can contact us through our website, email us at info@atomicgamestore.com, or call us at 1-833-353-4263. We respond within 24 hours!

Returns & Refunds

What's your return policy?

RETURNS & REFUNDS

If you’re not satisfied with an item you purchased, you can initiate a return within 14 days of your order delivery. Items that have been used or modified in any way cannot be returned.

Please email returns@atomicgamestore.com with your name, and reason for return to request your RA Number. All returns must include an RA#. All return requests are processed during standard business hours M-F, 9 am-5 pm PT.

All items that come in boxes must be returned with the original packaging intact and undamaged condition to an address provided to you. Returns must be picked up and in transit no more than 20 days from the delivery date and must include all instructions, pieces, etc.

Refunds will not be given for the shipping costs, even if you receive "Free Shipping". You will be responsible for shipping costs both ways. This applies to all products, including tables. Returned goods must be shipped with freight prepaid via US Postal Service, UPS or FedEx, or an LTL freight company of your choice (for oversized items, such as tables). You will be responsible for shipping any return freight back to the warehouse. Atomic Game Store is NOT liable for lost or damaged returned parcels. Please consider purchasing shipping insurance when shipping back to the warehouse. 

The refund will be processed once the items have been received at the warehouse in good condition. The refund will be credited back to the original form of payment. 

Please see our "Damaged &¬†Defective Goods‚ÄĚ Policy if your item has shipping damage or is defective.¬†

Brands Restocking Fee + Return Policy

All Products/Tables:

For orders returned for other reasons other than a defective item, we offer a complete refund minus all shipping costs (see below) and a 28% off the purchase price restocking fee for all items.

BBO Tables:

The restocking fee will be 34%. 

If you would like to cancel and your order has not been shipped or prepared for shipment, you will receive a full refund minus all shipping costs and a 34% restocking fee. Refunds will only be issued to the original credit card you used when placing your order.

Holland Bar Stool Co.

All Pool Tables with Logo Cloth, Pool Tables with Plain Cloth, and Shuffleboard tables are considered custom products and are non-returnable.

All other products have 28% restocking fee, 10 days to open a #RMA and must have the item back to warehouse by day 14 for items still in their original packaging. 

Please note that if you are using the White Glove Service - products will be non-returnable. 

DAMAGED & DEFECTIVE GOODS

If any items are damaged or missing from the carton(s), please report this to us within two (2) working days of receipt of shipment. If you receive damaged or open carton(s), a separate claim must be filed with the carrier within two (2) business days. Be sure you sign "subject to inspection and verification" and "Damaged" upon receipt of such carton(s).

Any boxes arriving damaged or open must be reported to the carrier immediately. Shortages must be reported to us within two (2) business days of receipt of the shipment, or no credit can be given. 


If the returned merchandise is damaged from shipping, contact us at returns@atomicgamestore.com with your name, order #, and 3-5 pictures of the damaged areas. You will be provided with an RA# and further instructions. 

If you receive a defective item, you must report it to us within two (2) business days. Do not assemble the damaged item in any way, and do not throw away any packaging/pallet. The manufacturer requests all damaged items to be in their original packaging and not used. 

If the returned merchandise is factory defective, contact us within 2 business days at returns@atomicgamestore.com with your name, order #, and 3-5 pictures of the defect. You will be provided with an RA# and further instructions. 

 Failure to report damages within 2 days will disqualify you from product and/or parts replacements. These timeframes are mandated by 3rd party carriers and ATOMIC GAME STORE CANNOT override those timeframes or override such policy.

For manufacturer defects, faulty parts and unit replacements are offered. If you decide you do not want parts or a replacement unit, the product can be returned under our Return Policy. 

ORDER CANCELLATION

All Products/Tables:

At Atomic Game Store, we strive to provide the best customer service possible. In order to ensure that our customers are satisfied with their purchases, we have established the following cancellation policy.

This policy applies to all products sold by Atomic Game Store. In order to cancel an order, customers must submit their request within 24 hours of placing the order. Requests received after this time period (24 hours) will be subject to a 5% administration/processing fee.

Please note that if an order is out of stock or backordered, and you confirm that you want to wait for your product, you will be charged a 5% administration fee if canceled anytime after confirmation.

Additionally, If you want to cancel and your order has shipped or is being prepared for shipping, your order will be treated as a "return." In that case, you will receive a full refund minus all shipping costs (even if the shipping is "free" and you will be responsible for outbound/inbound shipping) and a 28% restocking fee. Please refer for more details to our Return Policy. 

Refunds will only be issued to the original credit card you used when placing your order.

If you wish to cancel an order, please contact us immediately. We will do our best to process your request in a timely manner.

Please measure the necessary space requirements etc., before purchasing!

CUSTOM ORDERS

Customer orders can be canceled within 24 hours of purchase. They are also non-returnable and non-refundable. If you have any questions or specifications regarding your custom order, please don't hesitate to contact us at sales@atomicgamestore.com. 

Note: Pricing errors on our website are rare but can happen from time to time. Pricing errors will not be honored. We do our best to maintain correct pricing at all times but in the rare chance that there is a pricing error, we reserve the right to cancel the order due to the product being listed at the incorrect price.

We reserve the right to cancel any order for any reason, at any time. 

Damaged & Defective Goods

What if my item is defective?

If any items are damaged or missing from the carton(s), please report this to us within two (2) working days of receipt of shipment. If you receive damaged or open carton(s), a separate claim must be filed with the carrier within two (2) business days. Be sure you sign "subject to inspection and verification" and "Damaged" upon receipt of such carton(s).

Any boxes arriving damaged or open must be reported to the carrier immediately. Shortages must be reported to us within two (2) business days of receipt of the shipment, or no credit can be given. 


If the returned merchandise is damaged from shipping, contact us at returns@atomicgamestore.com with your name, order #, and 3-5 pictures of the damaged areas. You will be provided with an RA# and further instructions. 

If you receive a defective item, you must report it to us within two (2) business days. Do not assemble the damaged item in any way, and do not throw away any packaging/pallet. The manufacturer requests all damaged items to be in their original packaging and not used. 

If the returned merchandise is factory defective, contact us within 2 business days at returns@atomicgamestore.com with your name, order #, and 3-5 pictures of the defect. You will be provided with an RA# and further instructions. 

 Failure to report damages within 2 days will disqualify you from product and/or parts replacements. These timeframes are mandated by 3rd party carriers and ATOMIC GAME STORE CANNOT override those timeframes or override such policy.

For manufacturer defects, faulty parts and unit replacements are offered. If you decide you do not want parts or a replacement unit, the product can be returned under our Return Policy. 

What if my item has shipping damage?

Please contact us within 48 hours of delivery regarding shipping damage.

* Product Inspection - When you receive the freight, you will need to sign the Proof of Delivery from the driver. If there is any sign of damage to the packaging (i.e., scratching, chipping, denting, etc.), please make sure you notate it on the POD (Proof of Delivery). If you see a punctured or smashed box, open it and make sure that there is no damage. If you notice specific damage anywhere to the product, please note this on the POD and contact us as soon as you can. Also, take 2-3 quality pictures from your phone from different angles.

If damage is visible on the crate/boxes/packaging, please write "subject to inspection and verification."

Given the chance that the driver informs you to sign so he can leave prior to inspection, kindly inform him that he has to wait for the inspection (typically, you get 15 min to inspect), and you have the right to refuse any damaged portions of the shipment.

If you do not notate that there is possible concealed or even specific damage at the time the POD is signed, a claim cannot be filed, and Atomic Game Store has no ability, by freight law, to pursue compensation for the damages incurred. Any damages will be your responsibility. 

We do not want to see this situation, so it’s very important to follow our Shipping and Receiving Instructions.

Manufacturer Info

Do you manufacturer your products?

Currently, we do not manufacturer our own products. We are Authorized Dealers of all products on our site.

I need parts for my products. Who do I contact?

If you bought a product from us, please reach out to info@atomicgamestore.com so we can help you contact the correct department.

*We cannot help with parts if you bought a product from another company, including Amazon, etc. 

If you have more questions ....

Email us, our Customer Service team will respond promptly Reach out to us via email

Our email address - info@atomicgamestore.com

Other inquiries? Let's chat.

For any inquiries, use our chat, contact form, or call us at 1-833-353-426