Frequently Asked Questions
We’ve got answers below to your frequently asked questions. Check out the support section on our website for even more answers or contact us for any further inquiries.
Please take a look at the information provided in each product’s description as this varies from product to product.
We typically ship in 2-3 weeks from the time your order is received via UPS ground. This can vary depending on parts availability and other factors.
We do not include any games or any other software but our premium controllers come fully assembled and ready to plug into your gaming/MAME emulation system!
At this time, we’re only offering the artwork designs available in each product page. We have some great designs for you to choose from!
At this time we only ship domestically within the US and Canada.
We do not offer any warranty but it is unlikely that you will have any issues with the electronic components in our controllers. If you encounter any issues, please contact us and we will do our best to help you.
Yes! Depending on the model, most of our cabinets separate in two halves making moving them and fitting them though tight spaces much easier than a one piece full size cabinet. You can also further disassemble the cabinet if necessary.
At this time we do not offer local pick ups
Yes! See links below for compatible marquees from Pixelcade.
Pixelcade LCD Marquee for Xtension 32″ Upright Cabinet: https://creativeartsandtechnology.com/product/recroom-lcd/
Pixelcade LED Marquee for Xtension 32″ Upright Cabinet: https://creativeartsandtechnology.com/product/rec-room-masters-32/
* Return for refund (original purchase price only, shipping and handling is NOT refundable): contact us within 7 days of delivery, ship items back within 14 days of delivery
* Return for replacement: contact us within 3 days of delivery, ship items back within 7 days of delivery (DAMAGED PARTS ONLY)
Unless another return policy is indicated on the item, products sold by Rec Room Masters are covered by the following Standard Return Policy. All products covered under this Standard Return Policy are backed by a 14 day Money Back Guarantee. You may return the item(s) to us within 14 days of receiving the item for a full refund (7 days for damaged items).
Please note that the original and return shipping and handling charges will NOT be refunded or reimbursed under any circumstances. In other words, buyers are responsible for return shipping costs and will not be refunded the original shipping costs they paid when placing the order. This does not apply to items received with shipping damage, in this case we will supply a return label if necessary. Additionally, if the item is not returned in its original condition, the buyer is responsible for any loss in value. All returns must be in new or like new condition and are subject to a 10% restocking fee.
NOTE: Custom graphics and assembled custom controllers are not refundable due to the custom produced nature of the product.
ALSO NOTE: Reshipment of any product via 3rd party carrier (Not issued by us) to any domestic or international location, voids any warranty or any claim to replacement parts.
We cannot accept returns without the original shipping packaging. If your packaging has been discarded, we unfortunately cannot accept the return. Even under warranty, additional return packaging cannot be provided for any reason.
CANCELED ORDERS: If any custom commissioned graphic design work has been performed and a proof for approval has been sent, if a customer wishes to cancel their order before the order ships, the custom design fees can not be refunded.
In the rare case that you receive a package with shipping damage, please reach out to us ASAP with the following information:
– Your order number
– The tracking number of the package that is damaged
– A list of the entire contents of the package, clearly indicating which items were damaged and which were not damaged
– Photos of the damaged items
– Photos of the outside of the box
– Photos of the inside of the box showing the packing material