At The Simulator Superstore, we strive to make your order process clear, efficient, and worry-free. Below you’ll find detailed information about our processing times, shipping practices, return and cancellation policies, and what to do if your product arrives damaged.

Order Processing & Notifications

• All orders are processed within 1–2 business days (excluding weekends and holidays) after you receive your order confirmation email.
  
• Once your order ships, you’ll receive another notification containing your tracking number. Please allow up to 48 hours for tracking information to update.
  
• If delays occur due to high order volume, freight carrier capacity, or other issues beyond our control, we’ll contact you promptly to confirm whether you’d like to keep your order active.
  

Shipping Policy

• Free shipping is available for most products within the continental United States.
  
• The following areas are excluded: Alaska, Hawaii, Puerto Rico, American Samoa, Guam, Micronesia, Marshall Islands, Northern Mariana Islands, Palau, U.S. Virgin Islands, Armed Forces Americas, Armed Forces Europe, and Armed Forces Pacific.
  
• We do not ship outside of the United States.
  
• Due to the size and value of many of our products, we require a valid phone number for the shipping address. Freight carriers often call to schedule delivery appointments for large shipments.
  
• No P.O. Boxes – we do not deliver to P.O. boxes.
  
• No in-store pickup – all orders are shipped directly from our fulfillment centers or manufacturers.
  

Special Notes on Carl’s Place Custom Orders

• Fulfillment for Carl’s Place Custom Enclosures and Built-In Screens takes approximately 2–3 weeks.
  
• Custom items, including Enclosures, Impact Screens, Built-In Golf Room Kits, Padded Walls, Ceiling Paneling, and Curtains, are not eligible for return or refund once shipped.
  

Returns & Refunds

• Eligible items may be returned within 30 days of delivery, provided they are unused, in original condition, and in original packaging.
  
• Refunds are issued to the original payment method, minus any applicable fees.
  
• Exclusions apply. Please see our [Return & Refund Policy] for details or email returns@thesimulatorsuperstore.com with your order number for clarification.
  

Cancellations – Before Shipment

• Orders may be canceled within 24 hours of placement to avoid a 3% merchant processing fee.
  
• To cancel, contact us immediately at support@thesimulatorsuperstore.com or call 337-205-2215.
  
• If an order has already shipped, the customer is responsible for return shipping costs and the 3% processing fee. Such cancellations will be treated as standard returns and subject to the 15% restocking fee (unless otherwise stated).
  
• Custom and made-to-order products cannot be canceled once production begins. If canceled mid-production but prior to shipment, they may incur up to a 25% restocking fee.
  

Cancellations – Custom Orders

• Because custom products are built specifically for your order, they are non-refundable and cannot be canceled once in production.
  
• All sales are final on custom and made-to-order products.
  

Damaged Orders

If your order arrives with visible damage:

1. Note the damage with the delivery driver before signing.
   
2. Take clear photos of the box, shipping label, interior packaging, and product damage.
   
3. Email the documentation within 24 hours of delivery to returns@thesimulatorsuperstore.com with your order number and a description of the issue.
   

We will immediately file a shipping insurance claim on your behalf and arrange for repair, replacement, or reshipment. Rest assured—you will receive a fully operational product at no extra cost for valid claims.