As a first time buyer - there should have been a conversation about what to do if this happens between you and your distributor - either you asking or them telling you. It's a shame as this game where that hole is probably has zero damage to it and a bigger mess is now created - dealing with shipping companies is not easy.
We send this to every single customer every single game we ship before it ships so people are educated : The first part is new given how awful things are at them moment with shipping the 2nd part is my usual instructions... My customers will tell you doesn't matter how many games they buy from me if they buy 5 they get this email 5 times as i feel it's very important to be on your toes.
This is our email regarding shipping - hope it helps someone else even if you aren't a PinballSTAR customer :
Hello everyone - good news games will be shipping to our customers this week and next week. I will note we have also been having issues with just about every trucking company where they have been dropping games off without calling for an appointment the day prior regardless of us requesting an appointment call. This has never happened before and it's all across the country and all different carriers. The trucking industry is a mess right now - not enough trucks, not enough drivers, the terminals are backlogged etc... Some trucking companies have eliminated doing runs to certain cities due to truck capacity issues and terminal log jams etc... I'm just giving everyone a heads up - Once we ship we really don't have control over some of those things from the factory to you. If you have any issues just let me know and I'll do the best I can to resolve them. We aren't seeing damage issues - just really poor service across the board as the whole system is stressed. We try to only use the better carriers but even they are dropping the ball. Below are is our usual delivery acceptance instructions aside from this commentary on the way things are now... Please reply to this email with an 'I'm ready' so we know you are good to go - we will not ship without this confirmation from you. Please be patient as trucking is extremely slow at this time... not uncommon for routes that took 3-5 days to now be 7 days... West Coast can be 7-10 days.
FYI - I have had a recent small run of shipping damage issues - carefully check the box for damage / holes / major crushing, etc... I would even suggest if there is not damage to the box - OPEN THE BOX up and inspect the game to whatever extent you feel necessary to taking it all the way out and making sure it's ok BEFORE you sign and accept it. I've had a few concealed damage issues lately where there is no damage to the box but where the game is damaged - from small scuffs / cosmetic, to backboxes damages, pf glass broken, siderails smashed, etc.. from a drop off a forklift or a tip over... who knows... Once you sign for it you are on your own and the game is yours as is - I am unable to help in any way past that point... If you aren't satisfied with something - DO NOT SIGN and REFUSE to accept it - send it back.. or try to call me 570-357-0042. The driver is not going anywhere until you sign for it - he'll wait... That said, the issues are in the minority, but I just want you properly prepared.