Quoted from KingPinGames:

and we appreciate this very much.
every customer is different. some have the ability to install, setup and diagnose any issues that come up. For those we are more than comfortable shipping games directly to their homes (or business or terminal). for other customers, they either don't want to or dont have the skillset to set up thier machines. If they are local (within 3 hours) to our office then we offer delivery, install, and a basic (one hour or so) quick course on removing the glass, adjusting switches, etc in their house. if they are not local then we work with them via email / facetime / etc to help them in any way to make sure they are satisfied with their purchase. We have even called their "local" distributor or pinball hobbiest to help in the rare case we couldn't do it via email.
I am not sure how things are going with the op of this thread, but since they opened a second thread on this topic i can only expect they are not going well. Some people really want that "first to open the box" experience, and some don't. We do a lot of accessory install, so those games are generally removed from the box in order to accomplish this (we don't want to spend an extra hour or two in the customers home if we can avoid it).
In the end, i hope the op is made whole and enjoys their new purchse.