Refund policy

Damaged Item Policy 

  • Damage is defined as physical damage or marring to a box or item. Recipients are strongly encouraged to open, inspect and test products upon delivery. It is the recipient’s responsibility to report damage within two (2) business days of order delivery. Penn National Gaming is not responsible for damaged merchandise. 

  • All damaged White Glove Delivery items must be rejected at the time of delivery. Once rejected, the recipient must contact Customer Service within two (2) business days to advise of the rejected delivery. 

  • Concealed damage must be reported to the customer service department within two (2) business days of order receipt. All original packaging including outer box and shipping label are needed to process a claim with UPS and freight carriers. It is imperative that the above two criteria are met to be able to open a claim. UPS or freight carriers may either call-tag the item to do an inspection or, at their determination, request that the customer simply throw the item away. Once the claim is approved by UPS or the freight carrier and the customer service team, a replacement item will be shipped. All replacement shipments will be for the same item (or a comparable item if a transition has occurred in the interim). 

  • Customers may be requested to provide photographic evidence of the damage to help assist with damaged item claims. 

 

Returns/Exchange Policy 

  • Once an order is placed, it cannot be cancelled or returned. 

 

Lost in Transit Policy 

  • If an item has been reported by the guest to Customer Service as not yet received despite tracking showing as delivered (a.k.a. “lost in transit”), Customer Service will open a claim with the carrier. Lost in transit items must be reported within thirty (30) days of order placement by the recipient. UPS and freight carriers will place a tracer on the package and conduct an investigation. The next steps will depend upon investigation results. It is possible that the carrier denies the claim due to evidence confirming delivery.  In this case, Penn National Gaming will decide if another item(s) are to be shipped to the guest at cost to Penn National Gaming.  If the carrier approves the claim, another item(s) will be shipped to the guest at no cost to Penn National Gaming.  Investigations can take between 2-4 weeks to complete.  The guest will be informed of the process and expectations will be set by Customer Service during the first contact.   

Defective Items Policy 

  • It is the recipient’s responsibility to report defective merchandise within two (2) business days of order delivery. Proper claim procedures must be followed for warranted items. Penn National Gaming is not responsible for defective merchandise. 

  • All defective White Glove Delivery items must be rejected at the time of delivery. Once rejected the recipient must contact Customer Service within two (2) business days to advise of the rejected delivery. 

  • Merchandise may be covered by a manufacturer’s warranty. Defective merchandise will be handled in a manner consistent with the manufacturer’s warranty policy. Program participants may contact Customer Service for assistance and direction on each manufacturer’s warranty process. 

  • Some manufacturers will allow for the return of a defective item as part of their warranty. In these situations, the Customer Service Team will issue a Return Authorization (RA) number if applicable to the defective item. If a Return Authorization is issued, the defective item will be picked up by UPS call tag, freight carrier, or other method. Upon receipt at the distribution center, and inspection, the customer service team will credit the first shipment in its entirety and re-ship the replacement item. 

  • For items in which a call tag is issued, the item and all components (including all original manufacturing packaging, manuals, parts, accessories, and manufacturer’s original box) must be returned with the call tagged item. The manufacturer shall verify all materials are returned and if they do not come back at all or do not come back in said manner and in a resalable condition (save the defect), Customer Service shall not ship replacement items and will contact the program participant for resolution. 

  • All replacement shipments will be for the same item (or comparable if a transition has occurred in the interim). 

  • The following items are not covered under this defective return policy: 

    • Perishable items 

    • Items that do not have a manufacturer’s warranty 

    • Items that have in-home warranty service 

    • Items that require service at a specialized distributor, such as jet skis, ATVs, pianos, etc. 

    • Items that cannot be returned via UPS, i.e., that were delivered by a freight carrier 

    • Items that were shipped internationally 

  • The stated items (or item classes) will be handled in a manner consistent with the manufacturer’s policy. Program participants may contact the Customer Service team for assistance and direction on each manufacturer’s warranty process. 

  • Customers may be requested to provide photographic evidence of the defect(s), if applicable.