Shipping, Installation & Returns
Shipping, Installation & Returns
By placing an order with Sawyer Twain, you acknowledge and agree to all terms outlined in this policy, including applicable fees, charges, and conditions. All policies are binding at the time of purchase and cannot be modified after an order is placed.
All orders, claims, returns, refunds, credits, and exceptions are subject to review and approval by Sawyer Twain, in our sole and absolute discretion, as permitted by law.
Freight Shipments & White-Glove Delivery
All game tables and oversized game room items require professional white-glove delivery and installation. These services are not included unless explicitly stated in writing on the applicable product page or order confirmation.
Sawyer Twain coordinates delivery through third-party logistics providers and certified installation professionals. Delivery scheduling is subject to customer availability, site readiness, and confirmed access conditions.
An adult must be present at the time of delivery to inspect and sign for the shipment. All shipments must be inspected upon delivery. Any visible damage must be clearly noted on the Proof of Delivery (POD) and documented with photographs. If no visible damage is present, customers must note “possible concealed damage” prior to signing. Signing without notation confirms acceptance in good condition and may limit or void the ability to file a claim.
Logistics, Access & Installation Charges
All game room items are subject to logistical coordination and site-specific delivery conditions. Additional charges may apply based on access limitations, installation complexity, or jobsite requirements.
Such charges may include, but are not limited to, stairs, long carries, tight access points, freight elevators, cranes, lifts, rural delivery, restricted access locations, rescheduling, storage, or any additional labor or equipment required to complete delivery and installation.
Customers are responsible for all logistical and access-related costs, whether identified before, during, or after delivery and installation.
Any additional charges incurred by Sawyer Twain from third-party carriers, installers, or logistics providers will be passed through to the customer and are due upon receipt. These charges are non-refundable under all circumstances, including in the event of a return, cancellation, or refused delivery.
Installation & Service Fees
Installation services are performed by independent third-party professionals. Sawyer Twain is not responsible for site conditions or unforeseen requirements that may impact installation. All installation, service, and logistical fees are non-refundable once incurred.
Returns
All return requests require prior written authorization and may be approved or denied by Sawyer Twain in our sole and absolute discretion, for any reason, at any time.
Approved returns are subject to a 15% restocking fee, plus all outbound and return (inbound) freight costs, regardless of any free shipping promotions.
Customers are responsible for all installation, access, service, and logistical fees incurred. These charges are non-refundable under all circumstances.
Items must be returned unused, in original packaging, and with all components included. All returned items are subject to inspection upon receipt, and eligibility for refund is determined solely by Sawyer Twain.
Any product that has been installed or had installation initiated is considered final sale and is not eligible for return.
Order Cancellations
Cancellation requests may be approved or denied by Sawyer Twain in our sole and absolute discretion.
Orders canceled prior to shipment are subject to non-refundable payment processing fees, including merchant credit card fees and transaction costs incurred at the time of purchase.
These fees will be deducted from any applicable refund, as they are charged by third-party payment processors and are not recoverable by Sawyer Twain.
Orders that have entered processing, routing, production, or fulfillment stages may be subject to additional charges, including restocking fees, freight costs, and any expenses already incurred.
Refused Shipments
Refused shipments not due to verified damage are treated as unauthorized returns and are subject to restocking fees, round-trip freight charges, storage fees, and any additional costs incurred.
Refund Processing
Refunds, if approved, are issued only after returned items are received, inspected, and approved by Sawyer Twain. The final determination of refund eligibility and amount rests solely with Sawyer Twain. All applicable fees will be deducted from the refund total.
Chargebacks & Disputes
Customers agree to contact Sawyer Twain to resolve any issue prior to initiating a chargeback or payment dispute. Sawyer Twain reserves the right to dispute any chargeback and provide supporting documentation.
Final Authority
Sawyer Twain reserves the right to update or modify these policies at any time without prior notice.