Shipping Policy at High Score Heaven
Shipping Costs
Shipping is included in the price of most pinball machines and other large items for most continental U.S. locations. Additional shipping charges may apply for shipments to remote areas, islands, or high-density metro areas that a semi-tractor trailer cannot easily access. Smaller items and accessories may have separate shipping charges, which will be calculated at checkout. Please contact us for a shipping quote if you are unsure whether your location qualifies for standard shipping.
Shipping Methods
At our discretion, we may ship through any major freight carriers or moving companies.
Tracking Your Order
We strive to ship orders promptly. Once your order has been processed and shipped, we’ll send you an email with tracking and delivery information. Please read this email carefully as it contains important delivery details.
Delivery Options
We offer two delivery options for larger items:
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Curbside Delivery: Your order will be delivered to your home via semi-tractor trailer. Your home must have curbside access suitable for a tractor-trailer that is 14’ tall and up to 40′ in length. The shipper will contact you the day before delivery to schedule a delivery time. You are responsible for unloading the item(s) from the truck curbside.
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Freight Depot Pickup: If your home is not accessible by a large truck, you can arrange to pick up your order at a freight depot in your area. Please contact us to arrange this option. You will be responsible for transporting the item from the depot to your location.
Checking for Damage
- Inspection is Crucial: Upon delivery, you must inspect the packaging and the item(s) for any visible damage before signing the Bill of Lading (BOL).
- If Everything Looks Good: If the item(s) appear to be in good condition, sign the BOL indicating that you received the shipment “free and clear of damage.”
- If the Item(s) are Damaged:
- Accept the Shipment but Note the Damage: Accept the delivery, but clearly mark “DAMAGED” on the Bill of Lading (BOL) before signing.
- Contact Us Immediately: Contact us at support@highscoreheaven.com or +1 (503) 446-1338 to report the damage.
- Preserve Everything: Keep all packaging materials, including boxes and crates. Do not discard anything.
- Document the Damage: Take clear photographs of the damaged packaging and the damaged item(s).
- Provide Documentation: Within 24 hours of delivery, please send us the following:
- A copy of the signed BOL (a photo of the BOL is acceptable)
- Photos of the damaged packaging and item(s)
- A detailed description of the damage
- Replacement Parts: We will expedite the shipping of replacement parts for any damaged items as soon as we receive the necessary documentation.
Order Refusal
If you refuse delivery for any reason other than clear and documented damage, you will be responsible for:
- Outgoing and return shipping costs
- A 10% restocking fee
Installation
Installation is not included in the standard delivery. For large items like pinball machines, we strongly recommend professional installation. Please contact us for information about installation services in your area.
Shipping Timeframes
We aim to ship in-stock items within 3 to 7 business days of order confirmation. Shipping times will vary depending on your location and the chosen shipping method. You will receive tracking information once your order has shipped, which will provide an estimated delivery timeframe.
Contact Us
High Score Heaven
802 N Columbia Blvd Portland, OR 97217
Phone: +1 (503) 446-1338
Email: support@highscoreheaven.com