Shipping policy

The Luxe Game Room is operated by EK Luxe LLC. We work with multiple brands and suppliers, so processing times, carriers, and delivery services vary by product.

1. Where We Ship

We ship to the 48 contiguous United States and Washington, D.C. We do not currently ship to Alaska, Hawaii, U.S. territories, or international destinations.

2. Shipping Costs

Standard shipping is free on orders within our service area.

Optional services, including inside delivery, white-glove delivery, assembly, and installation, are not included unless the product page specifically says otherwise. Their availability and cost vary by product and destination. Contact us before ordering if you need a particular delivery service.

3. Processing and Delivery Times

Processing and transit times depend on the product, supplier, availability, and delivery address. Processing is the time needed to prepare an order for shipment; transit begins when the carrier receives it.

Check the product page for any listed estimate. If you need an estimate and none is shown, contact us before ordering. Delivery dates are estimates, not guarantees. If we learn of a delay affecting your order, we’ll contact you with updated information and available options.

3.1 Made-to-Order Enrico Bartolini Items

Enrico Bartolini items are made to order and may require production time before shipment. These items are final sale and non-returnable, as explained in our Return and Refund Policy. Orders may be canceled within 72 hours of purchase only if production has not begun.

Final sale does not prevent you from reporting an item that arrives damaged or incorrect. Please follow the damage-reporting steps below so we can review the issue.

4. Shipping Methods and Freight Delivery

Smaller items may arrive by parcel carrier. Large or heavy items, including game tables and furniture, may arrive by freight.

Standard freight delivery may be curbside. Do not assume that carrying an item inside, navigating stairs, unpacking, removing packaging, assembling it, or installing it is included. Check the product page or contact us to confirm the service available for your order.

Some freight deliveries require an appointment. Please provide an accurate phone number and email address at checkout so the delivery provider can reach you.

Before ordering a large item, measure your space, doorways, hallways, and other access points. Tell us about stairs, narrow access, or delivery restrictions before placing your order.

5. Multiple Shipments and Tracking

Items in one order may ship from different suppliers and arrive on different dates. We’ll share tracking or delivery information when it becomes available. For some freight shipments, you may need to schedule delivery directly with the carrier.

6. Address Changes and Delivery Problems

Check your shipping address and contact details before placing your order. If you need to make a correction, contact us as soon as possible. Changes may not be possible after an order has been processed or shipped.

If a shipment is delayed, appears lost, or is marked delivered but has not arrived, contact us so we can help investigate with the supplier or carrier.

7. Damaged, Defective, or Incorrect Items

Inspect your item and its packaging when it arrives, whenever possible. For freight deliveries, note visible damage on the delivery receipt before signing and photograph the packaging and affected areas.

Contact us promptly, within 48 hours of delivery, if an item arrives damaged, defective, or incorrect. Include your order number, a description of the issue, and photos of the item, packaging, and shipping label. Keep the original packaging while we review the issue, and contact us before sending anything back so we can provide the appropriate instructions.

See our Return and Refund Policy for more information about damage reports, returns, and refunds.