Shipping policy

Shipping Policy

Effective Date: May 23, 2026

1. Introduction

At Hangout Den, we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, www.hangoutden.com.

2. Shipping Destinations

  • Countries We Ship To:

    • Continental United States only. We do not currently ship to Alaska, Hawaii, Puerto Rico, or any location outside the continental U.S., including international destinations.

3. Shipping Costs

  • Domestic Shipping: United States

    • Standard Shipping: We offer free shipping on all orders within the continental United States. There are no hidden shipping fees.

4. Order Processing Time

  • Handling Time (days):

    • Standard items are processed with a handling time of 1 to 2 business days. Large freight items require a handling time of 2 to 5 business days. Orders are fulfilled Mon-Fri (excluding holidays).

  • Order Cut-Off Time:

    • The order cut off time is 5:00 PM (GMT-07:00) Mountain Time. Orders placed before this time will begin processing the same day. 

  • Weekend and Holiday Orders:

    • Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time

  • Domestic Shipping:

    • Standard Items: Smaller items ship via standard parcel carriers (USPS, UPS, FedEx) and are typically delivered in 4-7 business days for all destinations.

    • Large & Freight Items: Large, heavy items such as arcade machines, pool tables, and shuffleboards ship via LTL freight carriers, with an estimated transit time of 1 to 3 weeks after dispatch, depending on your location.

    • Freight Delivery Appointment: The freight carrier will contact you to schedule a delivery window, so please provide a phone number where you can be reached.
    • Freight Delivery: Freight delivery is curbside by default. If you require liftgate service or inside delivery, please contact us before ordering so we can arrange it.
    • Inspection on Arrival: Please inspect your item at the time of delivery and note any visible damage on the carrier's delivery receipt before signing. This protects your right to a damage claim.

  • Notes:

    • Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions or carrier issues.

6. Shipping Methods and Carriers

  • Reliable Carriers:

    • We partner with reputable carriers to ensure your package arrives safely.

    • Domestic Carriers: USPS, UPS, FedEx

    • LTL Freight Carriers: FedEx Freight, Old Dominion, XPO Logistics, Estes Express, etc.

  • Shipment Tracking:

    • All orders include tracking information, which will be provided via email once your order has shipped.

  • Insurance:

    • Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

7. Order Tracking

  • Tracking Information:

    • Tracking Number

    • Carrier Name

    • Link to Track Your Package

    • After your order has been shipped, you will receive an email containing:

  • How to Track Your Order:

    • Visit www.hangoutden.com/apps/track-order or the carrier's website.

    • Enter your tracking number to view the status and estimated delivery date.

  • Assistance:

    • If you have questions or need assistance with tracking, please contact our Customer Service at support@hangoutden.com.

8. Delivery Issues

8.1 Delayed or Lost Packages

  • Delayed Delivery:

  • Lost Packages:

    • Verify the shipping address provided.

    • Check with neighbors or building management.

    • Contact us for further assistance.

    • If your tracking information indicates that your package was delivered but you have not received it:

8.2 Damaged Packages

  • Reporting Damage:

    • Take photos of the damaged packaging and items.

    • Contact us within 30 days at support@hangoutden.com.

    • Damaged items are eligible for a full refund or replacement, with return shipping covered by us.

    • If your package arrives damaged:

  • Resolution:

    • We will work with you to arrange a replacement or refund as appropriate.

9. Missing Items

  • Reporting Missing Items:

    • If any items are missing from your order:

  • Resolution:

    • We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

10. Return and Refund Policy

  • Returns:

    • Returns are accepted within a 30 days window of receiving your order. We accept returns for both defective and non-defective products.

  • Conditions for Returns:

    • For Non-Defective Returns: The product condition must be New only. Items must be unused, undamaged, and in their original packaging.

    • For Defective Returns: Items are accepted regardless of condition.

  • Return Method & Fees:

    • The return method is By mail.

    • For the return label, you will need to Download and print it. Providing and paying for the return label is the Customer responsibility, except in cases involving defective or damaged items. 

    • There is a 25% restocking fee for change-of-mind returns. There is No cost (0%) restocking fee for defective or damaged goods.

  • Refunds:

    • The refund processing time is 7 days after receiving the returned item.

    • Refunds will be issued to the original payment method.

  • For More Information:

    • Please refer to our Return and Refund Policy for detailed information.

11. Incorrect Address

  • Address Accuracy:

    • Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.

  • Returned Packages:

    • We will contact you to arrange reshipment.

    • Additional shipping charges may apply.

    • If a package is returned to us due to an incorrect address:

12. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:


Our customer service team is available Monday to Friday, 9 AM to 5 PM MT.