At The Simulator Superstore, we’re committed to making your experience as smooth as possible while also being transparent about what to expect when placing an order. Please review the following policies carefully, as your purchase signifies acceptance of these terms.

Exchanges

Products are eligible for exchange within 30 days of delivery (exclusions apply). Customers are responsible for all shipping costs involved in the exchange process, including the return of the original item and the shipment of the replacement product.

Returns & Refund Eligibility

Because we work directly with manufacturers, not all items are returnable once shipped. If a manufacturer does not allow returns, we cannot issue a refund. Policies vary by brand and by product—please check individual product pages for details, or contact us at returns@thesimulatorsuperstore.com for clarification before ordering.

If your item is eligible for return, the following terms apply:

• A 15% restocking fee plus return shipping costs will apply to all standard returns.
  
• If the return is for the purpose of exchanging your product for a different item, we may be able to help offset some of the costs, depending on the product.
  
• Custom and made-to-order products may be subject to a 25% restocking fee if canceled after production begins but before shipping.
  

Damage Policy

Please inspect your package upon delivery. If you notice any damage to the packaging or product, note it with the carrier before signing.

If your item arrives damaged, contact us within 24 hours of delivery at returns@thesimulatorsuperstore.com with:

• Your order number
  
• Photos of the outer box, shipping label, packaging, and the damaged product
  
• A brief description of the issue
  

This documentation allows us to process an insurance claim on your behalf. Claims filed after 24 hours cannot be guaranteed by the carrier. Rest assured—approved claims will result in you receiving a fully operational product at no additional cost.

Warranty

Warranty coverage varies by manufacturer. Please check the specific product page for details.

• Warranties cover product defects or failures over time.
  
• Damage upon arrival must be reported within 30 days to qualify as a DOA claim. Issues reported beyond this window are considered warranty claims, not shipping damage.
  

Products Excluded from Returns

The following manufacturers/products are final sale and cannot be returned or refunded once shipped:

• Carl’s Place Custom Orders (Enclosures, Impact Screens, Golf Room Kits, Padded Walls, Ceiling Paneling, Curtains)
  
• TruGolf
  
• All Custom or Made-to-Order Products
  

Cancellations

Orders must be canceled within 24 hours to avoid a 3% merchant processing fee.

• If the order has already shipped, the customer is responsible for return shipping costs as well as the 3% processing fee.
  
• Cancellations requested after shipment are treated as standard returns and are subject to return shipping charges and restocking fees (typically 15%).
  

To cancel, please contact us immediately at support@thesimulatorsuperstore.com.

Price Matching & Adjustments

If an item goes on sale more than 24 hours after your purchase, we cannot offer a price adjustment.

• If your product is still within its return window, you may return it and repurchase at the new price (restocking and shipping fees apply).
  
• If you notice a lower price within 24 hours of purchase, email support@thesimulatorsuperstore.com to request a price adjustment.

Chargebacks

Our team is here to help resolve any issues quickly and fairly. Please reach out to us at support@thesimulatorsuperstore.com before filing a chargeback.

We strive to offer one of the fairest policies in the industry. Filing a chargeback for issues we could have resolved together is considered fraudulent. Customers who engage in fraudulent chargebacks may be held liable under applicable laws.

Customer Acknowledgement

By placing an order with The Simulator Superstore, you confirm that you understand and agree to the following:

• I will inspect all items at delivery and report damages with photos to returns@thesimulatorsuperstore.com within 24 hours.
  
• I accept responsibility for all shipping costs related to returns, exchanges, or replacement items.
  
• I understand that unopened, unused condition is required for returns. Additional fees may apply otherwise.
  
• I understand that orders canceled after shipping will be treated as returns and subject to restocking/shipping fees.
  
• I accept that some products (custom, made-to-order, or restricted brands) are final sale and non-refundable.
  
• I understand that shipping times listed are estimates and may change due to factors beyond our control (manufacturer delays, freight issues, supply chain disruptions).
  
• I agree not to cancel my order or file a chargeback for shipping delays outside of The Simulator Superstore’s control.