Shipping policy
Effective Date: July 15, 2025
1. Introduction
Family Game Lounge is committed to providing a clear and reliable shipping experience. This Shipping Policy explains the terms and conditions related to the shipment and delivery of products purchased through our website, familygamelounge.com.
2. Shipping Destinations
We currently ship orders to the following locations:
- United States
- Canada
We continue to evaluate and expand our shipping destinations. Please review this policy periodically for updates.
3. Shipping Costs
All shipping charges are calculated and displayed at checkout before order confirmation. Family Game Lounge does not charge hidden or additional shipping fees beyond what is shown during checkout.
4. Order Processing Time
Orders are processed within 48 hours, Monday through Friday, excluding public holidays.
Orders placed before 5:00 PM Eastern Standard Time will begin processing on the same business day. Orders placed on weekends or holidays will be processed on the next business day.
5. Estimated Delivery Time
Estimated delivery times are as follows:
- Standard Shipping: 3 to 5 business days
- Expedited Shipping: 1 to 2 business days
Delivery times are estimates and may be affected by factors beyond our control, including weather conditions, carrier delays, or customs processing.
6. Shipping Methods and Carriers
Family Game Lounge works with reliable and reputable shipping carriers to ensure safe delivery. Common carriers may include USPS, UPS, and FedEx.
All shipments include tracking information, which will be sent via email once the order has shipped. Shipments are insured against loss or damage during transit.
7. Order Tracking
After shipment, customers will receive an email containing:
- Tracking number
- Carrier name
- Link to track the shipment
For assistance with tracking, customers may contact Customer Service.
8. Delivery Issues
8.1 Delayed Deliveries
If a shipment is delayed beyond the estimated delivery timeframe, customers should contact us at info@familygamelounge.com or 540-501-7171.
8.2 Lost Packages
If tracking indicates delivery but the package has not been received, customers should verify the shipping address, check with neighbors or building management, and then contact us for further assistance.
8.3 Damaged Packages
If a package arrives damaged, customers should document the damage with photos and contact us within 5 days of delivery. We will evaluate the situation and arrange a replacement or refund when appropriate.
9. Missing Items
If any items are missing from an order, customers must contact us within 5 days of receiving the package. Please include the order number and details of the missing items. We will investigate and resolve the issue promptly.
10. Return and Refund Policy
Return policies may vary by product manufacturer. Customers should contact us for return instructions.
Refunds are processed within 7 days after receipt of an approved return and are issued to the original payment method. For complete details, please review our Return and Refund Policy.
11. Incorrect Address
Customers are responsible for providing accurate shipping information at checkout. Family Game Lounge is not responsible for packages shipped to incorrect addresses provided by the customer.
If a package is returned due to an incorrect address, customers will be contacted to arrange reshipment. Additional shipping charges may apply.
12. Contact Information
For shipping-related questions or concerns, please contact:
Family Game Lounge
Sterling Products, LLC
850 Statler Blvd. #120-1037
Staunton, VA 24401
Email: info@familygamelounge.com
Phone: 540-501-7171
Customer service hours are Monday through Friday, 9:00 AM to 5:00 PM Eastern Standard Time.
13. Changes to This Shipping Policy
Family Game Lounge reserves the right to modify this Shipping Policy at any time. Changes will take effect immediately upon posting on the website. Customers are encouraged to review this policy periodically.
Thank you for shopping with Family Game Lounge. We appreciate your business and are committed to providing reliable service.
