Return and Refund Policy
Cancellations & Refunds: At Simulator HQ, we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).
Cancellations (Before Order Ships)
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at +1(844) 345-3195 , the chat in the bottom right, or email email@example.com any time.
Cancellations of Custom Orders
Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order.
These units, are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
REFUNDS & RETURNS
The majority of our products are eligible for return and refund if you process the return within 30 days of receiving the item. Certain items, such as software, are ineligible for return or refund. Please consult the product page for more information on the specific product.
Manufacturer Direct Items
Items that come directly from the manufacturer are subject to a 15-25% restocking fee. The return policies vary by manufacturer. Please refer to the Product-Specific Return Policies for more information:
|Foresight||Returns for hardware can be requested within 15 days of delivery if the equipment arrives damaged or defective. At-will returns are accepted for physical products in like-new condition within 30 days of purchase. All redeemed software licenses are final sale.|
|Garmin||Returns on items in like-new condition with all original packaging are accepted within 30 days of delivery. All redeemed software licenses are final sale.|
|Optoma||Returns on items in like-new condition and original packaging are accepted within 30 days. Return shipping is the customer's responsibility, including risk of loss.|
|SkyTrak||Returns on items in like-new condition with all original packaging are accepted within 30 days of delivery. All redeemed software licenses are final sale.|
|Big Moss||Returns on items in like-new condition are accepted within 30 days of delivery.|
|Country Club Elite||Returns on items in like-new condition are accepted within 30 days of delivery.|
|Carl's Place||Returns on items in unused condition are accepted within 30 days of delivery. A 30% restocking fee might apply to large items that have been unpacked. Return shipping is the customer's responsibility, including risk of loss.|
|Ernest Sports||Returns on items in like-new condition are accepted within 30 days of delivery. Any new, unopened and unused product may qualify for a return, subject to a restocking fee of 15%. Return shipping is the customer's responsibility, including risk of loss. Used, non-defective products are not eligible for return.|
|The Net Return||Returns on items in like-new condition are accepted within 30 days of delivery. Any new, unopened and unused product may qualify for return, subject to a restocking fee of 15%. Return shipping is the customer's responsibility, including risk of loss.|
|Golden Tee Arcades||All Golden Tee Arcade Games are final sale.|
|Raw Thrills||All Raw Thrills Arcade Games are final sale.|
|Sigma Integrale||Returns are accepted up to 30 days after delivery, if the item is unused and in its original condition. The full order amount will be refunded, minus the shipping costs for the return. All returns are subject to a 5% restocking and assessment fee.|
|Twisted Tech||Returns of unopened shipments are accepted within 15 days of the delivery date.|
|StemPilot||Returns must be authorized in writing by Simulator HQ & STEMPilot. Products are guaranteed for 1 year from date of purchase for defects in workmanship. There is a 50% restocking fee plus freight costs for returned products not defective or refused. Any damaged or missing components will be assessed upon arrival and cost adjusted as deemed necessary.|
|HD Golf||All HD Golf products are final sale.|
|Meza Mount||All Meza Mount product sales are Final.|
|Qubic Systems||Returns are accepted up to 30 days after delivery for the QS-220-PL. A 20% restocking fee will be discounted from the credit. All other items are subject to approval and additional restocking fee.|
We encourage all our customers to inspect their items upon delivery to ensure they meet expectations.
Please reach out to us if you would like specific information on your brand and/or product.
If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice.
Order delays have proven to be unavoidable and outside of Simulator HQ's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please Read the Following
When you are making a purchase from Simulator HQ, you are acknowledging the following of the Exchange Agreement:
- I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Simulator HQ within 24 hours of the product being delivered.
- I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
- I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
- I understand that if my order has left the warehouse, that I am unable to receive a full refund.
- I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 20%.
- I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Simulator HQ.
- I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of Simulator HQ (such as manufacturing and logistical constraints of our partner companies).
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrived damaged please send photos of damage, box and SKU, along with a brief description of the damage to firstname.lastname@example.org and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours.
Warranties vary depending upon the manufacturer - see individual product pages for details. Simulator HQ will defer to the manufacturer's standard warranty. All requests for return must be submitted to email@example.com and are subject to the approval of the product's manufacturer. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
The Simulator HQ default is that customers will be responsible for all return shipping charges or reconsignment fees caused by customer error, unless otherwise stated on the product page.
Nearly all of our products have guarantee warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or a store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact firstname.lastname@example.org .
Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us.
Contact email@example.com for any questions.