Returns and Exchanges
Marco Pinball is committed to product quality, order accuracy, and timely delivery. If you are dissatisfied with your order for any reason, please contact a Marco CSR via phone immediately to resolve your problem. Since order corrections fall into many different scenarios, it is important to work with Marco via phone for the fastest and most accurate resolution of your problem.
If a return shipment is required, Marco will provide you with a Return Merchandise Authorization (RMA) number and instructions for shipping. Returns will not be accepted without a Return Merchandise Authorization number (RMA #). Items received to the Marco warehouse without an RMA # will be refused.
For any order problems and to obtain a RMA #, please contact Marco by phone at 803-957-5500 Monday – Friday 9AM – 6PM EST as soon as you aware of the problem.
Please contact the manufacturer directly with issues regarding circuit boards or electronic items. If the item you purchased does not contain manufacturer contact information, please contact us at [email protected].
In the case that Marco makes an error requiring return shipping of the product, Marco will cover the cost of return shipping to the warehouse, if applicable, and reshipped to you via USPS First Class. For exchanges and non-defective refunds, it is the customer’s responsibility to return the product to Marco in the original product condition and packaging. In these cases, items will be subject to a 20% restocking fee.
In general, replacement products are shipped upon receipt of the defective product at Marco’s warehouse. For certain products, you may request and obtain an advance replacement part by leaving a current credit card number on file, which will be billed until the faulty product is received at Marco. Upon receipt of the original product, the advanced replacement charge will be refunded.
Most products, unless otherwise specified in the product description, carry a 30-day replacement/refund warranty. Electronic components (ICs, resistors, capacitors, diodes, etc.), once installed, are not eligible for warranty coverage or return unless otherwise specified. Specific products may have specific exceptions, please check the product’s page on www.marcospec.com for warranty information.
Should you receive an item that was damaged in shipping, please save all boxes and packaging materials for purposes of the package handler claim. Failure to keep the packaging materials will directly impact the success of any damaged package claims and may result in the recipient being held responsible. Do not refuse a damaged package as that will also prevent any claims from being processed. Please open and inspect your packages immediately upon receipt as damage to the contents may not be immediately obvious from the outside.
Parts Compatibility and Appearance
On our store pages we make all efforts to properly associate parts to the games that they fit under the “Compatibility” tab. This is a manual process that our associates undertake on a daily basis. This information is a mixture of experience, prior knowledge and parts numbers pulled from manufacturer documentation. We do not guarantee the accuracy of this information and it is a responsibility of the customer to research the parts they need. Upon accepting an order into our system, an email will be sent detailing all parts in an order – please double check this email to confirm all information.
Pinball as a hobby is a DIY experience and as such, many of our parts are made by hand and many others are new-old-stock parts. This infers that they may have blemishes from the manufacturing or storage. These issues may be visual only and will not affect the functionality. If you have any questions regarding the appearance of a product, feel free to contact us prior to ordering.
Electronic Assemblies & Components
Due to the delicate nature of electronic circuit boards and semiconductors, these items will be guaranteed for 30 days by exchange only. New electronic components generally carry a manufacturer’s warranty described on the item pages. Any warranty items supported by the product manufacturer after 30 days will be provided directly by the item manufacturer.
Be sure you are purchasing the correct the items as returns on electronics (even if unopened) are limited and need to be approved on a case by case basis.
Advance replacements for products to be returned will be provided only with a credit card charge which will be refunded to you upon our receipt of the returned item.
Return Processing Time
Returns can take 5-10 days processing time once they reach our warehouse. Please remember that it may take your financial institution up to 30 days or one billing cycle from the date that Marco issues your credit for it to post in your account.