Carl's Place HotShot™ Golf Mat Systems

Shipping, Returns & Warranty Policy

This policy explains how Simulator Direct handles shipping, freight delivery, returns, cancellations, warranty-related concerns, and replacement part requests for Carl’s Place products sold through Simulator Direct.

Important: Many Carl’s Place products are made-to-order, custom-sized, or considered wearable items due to their intended use in golf simulator environments. Please review this policy carefully before placing an order.

Shipping Policy

Simulator Direct processes and ships orders using trusted carriers to ensure reliable delivery and product protection. Orders are typically fulfilled through FedEx or UPS, with freight delivery arranged for oversized products such as full simulator enclosures, pipe framing kits, and large built-in components.

Lead Time & Processing

• Orders are generally processed within 5–7 business days, depending on product type, supplier lead times, order volume, and customization requirements.
  • Made-to-order products may require additional production time.
  • Estimated delivery dates are provided in good faith and may vary based on carrier schedules or supplier production timelines.
• Transit time typically ranges from 3–7 business days after shipment.
  • Delivery time may vary depending on destination, carrier capacity, weather, holidays, or freight scheduling.
  • Tracking details will be provided by email once your order has shipped.

Freight Deliveries & Lift Gate Service

Larger items such as pipe framing kits, built-in panels, and other oversized simulator components may ship via freight carrier. Freight shipments may arrive on pallets or in multiple heavy boxes depending on the product ordered.

• For non-residential deliveries without a loading dock, we strongly recommend selecting Lift Gate Service.
  • Lift Gate Service allows the freight driver to safely lower your shipment to the ground using a hydraulic platform.
  • This is especially useful for heavy enclosure frames, pre-cut pipe kits, built-in panels, or palletized shipments.
• Typical lift gate capacity accommodates loads up to approximately 1,000 lbs.
  • Customers should still be prepared to move the shipment from the drop-off location once delivered.
• Lift Gate Service of $185 will be automatically included in the price for any freight deliveries shipped as Residential.
  • For residential freight deliveries, lift gate service is already built into the residential freight option.
• Fees for non-residential lift gate service, where a loading dock is otherwise required, shall have a flat rate of $185 and may be offered as a product add-on option for customers who require it.
  • If a business location does not have a loading dock or forklift, Lift Gate Service is strongly recommended.

Freight Handling Information for Curved Golf Simulator Enclosure Kits

Carl's Place golf simulator Pipe Framing Kits and Back Cover Pipe Kits are custom-fabricated components that ship directly from the manufacturing partner. Due to their size and weight, each kit requires special packaging and insured freight delivery. A flat Freight Handling Fee applies to cover professional packaging, carrier logistics, and safe arrival.

Freight Item	Freight Handling Fee
Pipe Framing Kit	$700 Freight Handling Fee
Back Cover Pipe Kit	$700 Freight Handling Fee
Bundle Both	$700 Combined Freight Handling Fee

Rates are averaged nationally to account for regional carrier costs and state taxes.

Shipping Responsibilities

• Customers are responsible for shipping costs on all orders unless otherwise stated.
  • Shipping charges may vary based on product size, weight, destination, and delivery method.
• International shipments do not include customs duties, brokerage fees, import taxes, or other import-related costs.
  • These charges are the responsibility of the recipient.
  • International freight shipments may require a broker depending on the destination country.
• Please inspect all deliveries upon arrival to ensure all boxes and components are received in good condition.
  • If any item arrives damaged or missing, contact support@simulatordirect.com as soon as possible with photos, tracking details, and your order number.

Return Policy

We want you to be satisfied with your purchase. However, due to the custom nature of many products listed for resale, certain return restrictions apply.

Return Eligibility

• Returns must be requested within 14 days of receiving your order.
  • Requests submitted after the return window may not be eligible for approval.
• All items must be unused, in original packaging, and in resalable condition.
  • Items that show signs of use, installation, damage, wear, or missing packaging may be refused or subject to additional fees.
• Return shipping costs are the responsibility of the customer.
  • Original shipping costs are generally non-refundable unless the return is due to an approved shipping or fulfillment error.
• High-value orders are processed shortly after purchase.
  • Cancellations must be requested promptly to avoid production, processing, cancellation, or restocking fees.

Restocking Fees & Non-Returnable Items

• Products with custom sizing or configurations may incur a restocking fee of up to 30%.
  • This may apply to custom impact screens, custom enclosures, and made-to-order products.
• Items incorporating special finishes, unique finishing styles, or non-standard dimensions may not be eligible for return.
  • Because these items are made specifically for the customer, they may not be resalable once produced.
• Wearable items, such as golf impact screens, are non-returnable once used.
  • Natural wear may occur immediately after golf ball impact use.
  • Visible marks, scuffs, or wear from normal use are not considered returnable defects.
• Partial kit returns are not accepted.
  • All components must be returned together in the original packaging and condition.

Return Process

1. Contact support@simulatordirect.com to initiate your return request.
   • Please include your order number and the reason for the return.
2. Include photos if applicable.
   • Photos may be required for damaged items, shipping concerns, incorrect items, or product condition review.
3. Once approved, you will receive return authorization and shipping instructions.
   • Do not ship items back without return authorization.
4. Refunds are issued to the original payment method within 7–10 business days of receiving and inspecting the return.
   • Refund timing may vary depending on your bank, credit card provider, or payment processor.

Order Changes & Cancellations

If you need to change or cancel your order, please contact support@simulatordirect.com as soon as possible.

• Orders with custom dimensions are subject to a 30% cancellation fee if changed after 24 hours.
  • Custom products may enter production shortly after order placement.
• Orders that include manufacturer-direct products may incur a 5% cancellation fee.
  • This may apply when the supplier has already begun processing, preparing, or fulfilling the order.
• Cancellations are not guaranteed after shipment.
  • If the order has already shipped, it will follow the standard return policy if eligible.

Warranty & Replacements

Carl's Place products are designed for long-term use but are considered wearable items due to their nature and purpose. Therefore, they are not covered under a traditional manufacturer warranty. Some visible wear may occur after the first use and is considered normal.

If you experience damage upon arrival or have performance concerns, please contact our support team with photos and your order number for assistance.

Replacement Parts

• Most components, including enclosure panels and screens, can be replaced individually.
  • Replacement availability may vary depending on product type, age, model, and supplier availability.
• To request a replacement part, email support@simulatordirect.com with your order details and the specific item required.
  • Please include photos if the replacement request is related to damage, fitment, or performance concerns.