Question 1

Do I need an account to place an order?

Accepted Answer

No, all you need is an email address to place and track orders. To checkout faster, access your wishlist and order updates, we recommend setting up a personal account.

Question 2

I've forgotten my password, what should I do?

Accepted Answer

Follow the forgot your password link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

Question 3

How do I place an order on your website?

Accepted Answer

Here’s how: Browse the Online Shop page using filters or search to choose a product. Select your desired item and click Add To Cart. Once you've added all items, it's time to checkout. Sign in to your account or, if you haven’t created one yet, continue as a guest. Enter your contact information, payment method and delivery details to place your order. We'll confirm the order and it will be carefully prepared and sent to you, with updates every step of the way.

Question 4

Can I return, cancel my order or make changes to it?

Accepted Answer

We currently don’t offer returns or exchanges, and orders can’t be canceled once placed. However, we review each request individually. If your order is still marked as “Order Placed” and you’d like to swap for an equivalent item (same price/type), please email us at sales@jenkalab.com – we’ll do our best to assist. If your package arrives damaged, see the RETURNS AND RECEIVING section for more information.

Question 5

Which payment methods do you accept?

Accepted Answer

We accept payments in USD via credit/debit cards and ACH bank transfers. Cards: Visa, Mastercard, American Express, Discover, Apple Pay. Limit: up to $10,000 per transaction. ACH: U.S. bank accounts only. No limit, processing time: 3–5 business days. PayPal: PayPal, Venmo. Limit: depends on your PayPal/Venmo account settings.

Question 6

Will I pay any additional fees?

Accepted Answer

The final price of your order will include: Sales tax: 6% (Gwinnett County, GA) Payment processing fees (depending on your method): Cards: 2.8% per transaction ACH (bank transfer): 1% per transaction (max $15) PayPal / Venmo: 2.8% per transaction PayPal / Venmo: 2.8% processing rate, calculated with gross-up. Shipping and delivery-related costs are fully covered by us

Question 7

Can I get a refund?

Accepted Answer

Refunds aren’t part of our standard policy, but if you have any questions or concerns, feel free to contact us at sales@jenkalab.com.

Question 8

How long does it take to receive my order?

Accepted Answer

After you place an order, it typically takes 1–3 business days to prepare it for shipment. We work with UPS and ship within the USA only using Ground Freight. To estimate delivery time to your destination, please use the delivery calculator at the link provided. Delivery times are estimated from the date of shipment and are provided as a guideline. Jenka Lab LLC is not responsible for UPS services, though we will do our best to minimize any delays. Please note that delivery times may be extended during holidays or due to severe weather conditions and other factors affecting transportation. International Orders If you would like to purchase Arcade by Jenka Lab for delivery outside the USA, please contact us at sales@jenkalab.com. Our team will assist you with international shipping options and provide all necessary details.

Question 9

Will I pay for delivery?

Accepted Answer

No – shipping costs are covered by us.

Question 10

How can I track my order?

Accepted Answer

After placing your order, you will receive an email with the details. Our team requires 1–3 business days to process your order. Once it has been shipped, you’ll receive a tracking number by email. You can also track your order in your personal account.

Question 11

Can I return, cancel my order or make changes to it?

Accepted Answer

We currently don’t offer returns or exchanges, and orders can’t be canceled once placed. However, we review each request individually. If your order is still marked as “Order Placed” and you’d like to swap for an equivalent item (same price/type), please email us at sales@jenkalab.com – we’ll do our best to assist. If your package arrives damaged, see the RETURNS AND RECEIVING section for more information.

Question 12

Can I make a return if I changed my mind?

Accepted Answer

We currently don’t offer returns or exchanges, and orders can’t be canceled once placed. However, we review each request individually. If your order is still marked as “Order Placed” and you’d like to swap for an equivalent item (same price/type), please email us at sales@jenkalab.com – we’ll do our best to assist.

Question 13

What if my package arrives damaged?

Accepted Answer

Please inspect your shipment upon delivery. Check packaging and items for any visible damage before signing the Proof of Delivery (POD). If you notice damage, make sure to note it on the POD before signing. If the damage is severe, you may refuse the shipment. Otherwise, please accept it and report the issue. If damage is discovered after delivery (concealed damage): Report it to the carrier within 3 business days. Also notify us at sales@jenkalab.com within 3 business days. Please note: if damage is not reported within this timeframe, we may not be able to file a claim.

Question 14

How to avoid damage claim denials?

Accepted Answer

Inspect all items before signing the Proof of Delivery (POD). Make sure the number of items matches your order. Note any damage or missing items on the POD and take photos. If you’re unable to inspect the shipment, mark the POD as “Subject to Inspection”.

Question 15

What warranty do you offer?

Accepted Answer

New machines are covered by a 60-day warranty from the delivery date (excluding misuse, improper servicing, or force majeure). Used machines are covered by a 30-day warranty. During this period, defective parts must be returned to us for repair or replacement.

Question 16

What happens after the warranty period?

Accepted Answer

Some components may be covered by a longer manufacturer warranty. In this case, they must be sent directly to the manufacturer for repair or replacement under their policy. If you prefer Jenka Lab to handle the repair or replacement, it will be billed at our standard service rates.

Question 17

How does the repair warranty work?

Accepted Answer

Vending components (logic boards, bill validators, coin mechanisms): 90-day warranty. All other repairs: 30-day warranty. Warranty applies only to the original repair. Any unrelated issues are not covered. Misuse or improper servicing will void the warranty. Shipping costs related to warranty service are the customer’s responsibility.

Question 18

How do I make a warranty claim?

Accepted Answer

Contact us before sending any parts. Provide the machine serial number to verify warranty. Without this information, warranty service may not be provided.

Question 19

What else should I be aware of?

Accepted Answer

Customer Property: Items must be collected within 30 days after notification that your equipment is ready for pick up. After that, storage fees may apply within 15 days. After this period, Jenka Lab may assume ownership, considering the items abandoned. Returns: All claims must be made within 10 days of delivery. Approved returns may be subject to a 30% restocking fee and require prior authorization. Liability: We are not responsible for any damage, loss, or liability resulting from improper, fraudulent, or unauthorized use of the equipment. Ownership of the equipment remains with us until full payment is received.

Question 20

How can I contact Jenka Lab?

Accepted Answer

Our office is open Monday to Friday, 9 AM – 6 PM. Phone: (470) 589-1223 Email: sales@gmail.com Address: 5020 B U Bowman Dr, Ste 300, Buford, GA 30518

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