questions & answers

MadeforArcade staff will always communicate with you in writing, be it e-mail correspondence or whatsapp conversations. The staff member assigned to your query may not be in the same time-zone as you are, hence due to the international character of our clientele we do not communicate per voice calls, partly due to potential time differences and more importantly to prevent miscommunications.

We keep written records of all communications in a customer dossier so all MadeforArcade staff members and co-workers will have access to the same prior agreements and/or communications.

For service requests or sales questions please contact us per e-mail at : [email protected] or [email protected]

If you have an active service agreement with MadeforArcade you can also find a direct whatsapp contact number to your allocated staff member in your contract or as noted on your invoice.

International shipments initiated by MadeforArcade are carried out under CPT incoterms unless noted otherwise on your estimate or invoice.
Incoterm rules describe the responsibilities and liabilities for all parties. Check your estimate or invoice for the correct incoterms.

Formal Definition:
CPT (Carriage Paid To) is one of the Incoterms® rules published by the International Chamber of Commerce (ICC). Under CPT, the seller is responsible for arranging and paying for the transport of the goods to a named place of destination. However, the risk transfers from the seller to the buyer as soon as the goods are handed over to the first carrier (typically at the point of departure), not at the final destination.

What this means for you as a potential buyer:
When we sell and dispatch goods under CPT terms, we cover the cost of shipping to your location. However, you as the buyer assumes responsibility for the goods once they are handed over to the carrier (e.g., DHL, FedEx, UPS). This means that any loss or damage occurring during transit is legally a buyer’s responsibility, even though a seller may have arranged and paid for the shipment.

What to do if goods arrive damaged or missing:
If you receive damaged goods or if a package is lost in transit:

1. Immediately file a claim with the carrier who delivered the shipment (e.g., FedEx, DHL, UPS).
2. Carriers sometimes state that only the shipper can file a claim. In such cases, you must request a “Letter of Authorization” (LOA) from the carrier, which will allow you to officially act as the agent filing the claim.
   Carriers like Fedex , UPS & DHL are sometimes notoriously difficult in dealing with this and sometimes staff is oblivious to these facts. Point out to them that the shipment is CPT and that by law they have to comply with a LOA.
3. Once you receive the LOA fill it out and send it to our service center. A service rep. will promptly provide the necessary document to support your claim with the carrier. Please note that we can not help you to obtain a letter of authorization.

Please note that we as the seller are not part of the claims process.
We cannot file claims on your behalf nor intervene in the carrier’s decision-making process. Per international incoterm ruling all responsibility for claims under CPT terms rests with you, the buyer, from the point the goods are handed over to the carrier.

Need more information ? Please visit the official international standards on incoterms rules here :
https://iccwbo.org/business-solutions/incoterms-rules/

Yes, at any given time we have 600+ arcade machines stocked in our European warehouses but do keep in mind that we also carry a lot of different machines and a lot of machines are personalized or ordered in advance. Most of the time your machine will be built to order. If the machine you are buying is in stock and can immediately be delivered depends on several factors and options. It is best to check with your salesperson and discuss delivery times with him or her.

yes, we also ship to Switzerland and the UK. Even though these countries are outside of the European economic zone and we have to deal with export and customs we can take care of the whole procedure. Do keep in mind that all our shipping or transports are DDU incoterms (Delivery Duty Unpaid) which means that as a recipient you may still have to pay taxes and customs fees.

Recipients need to be registered as a business and need to be in posession of an EORI number in order to receive goods. If you are not a business you can also contact a local (transport) company to receive the goods on your behalf or you can contact a (local) international transport company to have the goods picked up at our warehouse in Goirle (the Netherlands).

If you do not have an EORI number you can request one at your local customs office (free of charge).

How the sales tax works (for non-EU exports)

Because we are located in the Netherlands (EU) and you are based in the USA (non-EU), EU tax law requires us to charge Dutch sales tax (VAT) at first when you arrange a local pickup or your own carrier.

Why?
We are only allowed to exempt the VAT if we can prove to the Dutch tax authorities that the goods have physically left the EU. This is a strict legal requirement — we must be able to show an export document or a “proof of export” that confirms the goods crossed the border.

How does this work for you?

1. You pay the invoice including sales tax (VAT).
2. Once your carrier (FedEx, DHL, UPS, or your private transporter) has transported the goods out of the EU, they will provide you with a cross-border document.
3. You send us this document as proof of export.
4. As soon as we receive it, we refund you the full VAT amount.

Important: This is not just our policy — it’s required by EU tax law and is checked in audits by the tax authorities. We appreciate your understanding and cooperation.

Please note that dealing with specialized entertainment machines or personalized orders is a process that can take weeks or months. When it comes time to ship your goods we understand that everyone is in a hurry but due to size of goods and contracts we use standard (international) trucking and air cargo transport options. There is no expedited service for this. Trucks do not drive faster and airplanes do not fly faster. While there may be expedited services for small packages this does not apply to large goods.

Also note that during transport your goods will change hands a few times, maybe they may be sitting in a warehouse somewhere for a day or two in between. Sometimes they need to cross borders, and sometimes they have to go past customs or are selected for inspections. We have no influence whatsoever on customs officers and the speed at which they do their jobs. As such we have no means to make your transport go any faster than it does.

Because of this we can also never guarantee a particular (international) arrival date.
While we have years of experience in worldwide logistics , and while our staff can give you estimated travel or delivery times based on real-life scenarios, we can never be certain about the transit time of your order.

In conclusion : Order on time and give yourself some flexibility in transit and expected arrival times.
If you do need it in a hurry, please schedule a private courier transport or arrange to have goods picked up at our central warehouse using your own carrier.
That way you are in full control.

When you rent a machine, static decal material has to be applied for your custom artwork. This is the only material solution that allows the supplier to personalize the machine for your event while still protecting original panels and machine parts underneath. Permanent vinyl will damage the machine when removed, so it is not an option for short term rentals.

Will there be bubbles in the decals?
Static decals are thick and removable, they work with little suction cups to adhere to material. They react to changes in temperature and humidity. When a machine is moved from outside to inside, or when temperature or humidity changes at events (often during startup in the morning ) , some bubbles may appear during the first few days. If your artwork has a lot of cutouts, bubbles may appear sooner or more often. This is normal and unavoidable for this type of material and does not indicate a defect.

How can I remove the bubbles?
You can remove most bubbling by simple using your fingers to work bubbles towards the edges of the decals. A soft squeegee is often also provided with your rental machine. Simply use it to gently push any bubbles toward the edge of the decal. For short tradeshows and multi-day events, we recommend doing this once in the morning as part of your setup routine.

Can I get decals without bubbles at all?
Static decals are the only removable option for rentals, and occasional bubbling is simply part of the material’s nature. If a flawless, long-term finish is essential, the only solution is to purchase the machine. Purchased machines are decorated with high-tack, 10-year endurance decals. These adhere permanently, never bubble, and look exactly like factory graphics. However, they cannot be removed without damaging the artwork underneath—this is why they are not available for rentals.

If you are the buyer / recipient of goods that are transported to you under CPT incoterms you are responsible for any transport damages after the seller has handed over goods to the (first) carrier. This is usually at the Seller’s place of business.

Buyers are strongly advised to arrange adequate insurance coverage against transport damage, as any loss incurred during CPT transport remains the buyer’s responsibility. Should you fail to secure insurance and your goods sustain damage in transit, you may attempt to obtain a Letter of Acknowledgement (LOA) from the carrier.

The carrier still has an obligation to take care of transport and not cause damages. If the carrier caused damage there is possible recourse against the carrier. In that case a buyer should request an official letter of authorization from the carrier so we can authorize you – the buyer – to act directly against the carrier and file claim for damages. Carriers will likely discourage buyers to pursue this legally available avenue and will try to deflect. If you did not arrange for insurance on your transport an original carrier’s LOA is always your best bet. If the carrier is not cooperative you can try using the generic letter of authorization below and fill it out completely. Send it pre-filled to [email protected]. We will then sign, store and return a copy to you so you can try and pursue action against the carrier with the generic letter.

Please note that this is the extend to which we can help you. Any further action must be taken by you under CPT incoterm regulations.

When you pick up goods and do not want to pay 21% dutch salestax you must send us an e-mail with a SIGNED proof of transport and a copy of your ID or company registry prior to your scheduled pickup.

The information below is a direct copy from the dutch tax authorities. It provides important information for when you pick up goods at our warehouse, and you want to receive a 0% tax invoice. If we do not receive full proof that goods are transported to another EU country you will have to pay 21% dutch salestax prior to pickup. You can request a refund for salestax that you paid in the Netherlands through your local tax office.

Declaration of carriage in pick-up transactions

Do you supply goods to a foreign customer? And are these goods picked up personally by you? Then you must be able to prove that those goods have actually been transported to another EU country. This can be done, for example, with the CMR document (the consignment note) or with the transport administration of your customer. Therefore, always ask your customer for a declaration of carriage when your customer picks up the goods themselves. You can only use a declaration of carriage to prove the transport to another EU country if:

you can show the commercial documents and records of the delivery with your administration, and your customer is a regular buyer. You must also be able to prove that you have sold the goods to someone who has to file VAT returns in another EU country. You can then deliver the goods with 0% VAT. We call this an intra-Community supply.

Content of declaration of carriage A declaration of carriage must include, among other things:

the name of the customer. If the customer does not receive the goods themselves, the name of the person who does so on behalf of the customer the license plate of the vehicle with which the goods are transported your invoice number the place of destination the commitment of the customer that they are willing to give us more information about the destination of the goods Is the customer reliable? If you cannot prove during an inspection that your goods have left the Netherlands, you will still have to pay VAT. Therefore, make sure that you can prove that you have acted in good faith. For example, only deliver with 0% to regular customers who have bought from you without problems before. In other cases, it is better to charge the customer Dutch VAT.

https://www.belastingdienst.nl/wps/wcm/connect/bldcontentnl/belastingdienst/zakelijk/btw/zakendoen_met_het_buitenland/goederen_en_diensten_naar_andere_eu_landen/administratie_bijhouden_van_goederen_en_diensten_naar_andere_eu-landen/aantonen_dat_u_goederen_levert_aan_afnemers_die_aangifte_doen/vervoersverklaring_bij_afhaaltransacties#:~:text=Levert%20u%20goederen%20aan%20een,de%20vervoersadministratie%20van%20uw%20klant.

Need Service? We’re Here to Help

If you require service, please send an email to [email protected]. Our standard support team will respond within 2–3 business days (Monday to Friday).

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Expedited Support – For Service Contract Customers Only

If you have an active service contract, you’re entitled to priority support. You can reach our on-call engineering team directly through the dedicated WhatsApp number provided in your contract. Typical response times are within 2–4 hours, Monday to Saturday, from 08:00 to 23:00.

For even faster handling, contract customers can also email [email protected]. Please include your invoice number in the subject line to help us prioritize your request.

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Not a Contract Customer?

If you’re not on a service contract, we’ll do our best to assist you through our standard support channel. However, please note that expedited service is exclusively available to contract customers. If fast, direct support is important to your business, we highly recommend considering a service contract. We’re always happy to discuss the options and find the best fit for your needs.

Sometimes it may be cheaper or more convenient to choose a local pickup when you purchase goods from MadeforArcade. Do note however : when you choose a local pickup at our Dutch warehouse or officially called “EX WORKS (EXW)” as the Incoterm for your purchase, you as the buyer are fully responsible for all aspects of transport including exporting the goods from our location and importing them into your country.

Under EXW terms:

• The seller’s responsibility ends once the goods are made available for pickup at our premises.
• The buyer arranges and manages transportation, export clearance, import clearance, and all related documentation.

Because we (the seller) are not involved in the shipment process, we cannot:

• Complete export or import documents (such as export declarations or import forms),
• Sign or issue a Power of Attorney (POA),
• Act on your behalf with customs authorities.

Important: You must work with your own freight forwarder, customs broker, or logistics provider to handle all the necessary formalities. We as the EXW seller can not help you with that. If you require more support with shipping or customs documentation, you might want to consider alternative Incoterms (such as FCA or DAP), which involve different levels of seller responsibility. When we provide those shipping or transport options we , the seller, will organize export documents, EORI registration, Power of Attorneys, Customs works etc.

As an alternative we can operate as the exporter of records for you, even under EXW incoterms but there are charges involved ( ranging from Eu 625 to Eu 950 ).

Do I have to pay VAT if I am a European customer outside the Netherlands?

Yes, if you rent a product for short-term use ( 1-month or less) or when you arrange to pick up your order in the Netherlands, Dutch VAT (Value Added Tax) still applies. This is because VAT is charged based on the location where the service is provided or where the goods are handed over , and it is determined by the length of a rental period. Even if you are a business or private customer from another EU country, Dutch VAT must be applied in these cases.

For business customers within the EU who have their order shipped outside the Netherlands and provide a valid VAT number, VAT may be reversed under the EU intra-community supply rules when rental periods exceed 30 days.

You can read more about this in the European tax rulings EU VAT Directive 2006/112/EC, which define the place of supply of services, including short-term hire of means of transport and movable goods.

Our US customers sometimes request a form w8-ben-e for their administration. While this form is not applicable to sales of goods and there is no legal or fiscal basis to provide or request this form, we provide it here for download solely to prevent trivial discussion. we declare that we are not a U.S. person or entity and that we are the beneficial owner of the income from these transactions.

Many of the machines that come from MadeforArcade are universally powered and can be fed with anything from 100 to 240 volts. Check the machine listing on this website for the correct power input range, frequency and amperage.

Virtually all machines have a standard C-14 chassis and a seperated loose powercord. This means that if you have a powersocket that is different from mainland Europe, you can still just use your local powercords to power our machines. C-14 chassis are commonplace in desktop computers, monitors and many other appliances so you should have no problem finding the correct powercord to power your machine locally.

Below you can see some different plugs, but they all end with a “C-13” connector that fits in the “C-14” chassis.

Final word of advise : always use a surge protector when powering your machines. Arcade and entertainment machines are sensitive to power fluctuations. Power can fluctuate heavily at tradeshows, in machine shops or any other place where many machines or inductive machines are in use.

For deliveries outside the Netherlands, our tax authorities look at the VAT number and the country where the products are delivered. To be able to deliver VAT free, the following rules apply:

The invoice and delivery address are in the same EU country and you have a valid VAT number. If the invoice address is within the EU and you want to have the goods delivered in another country within the EU (excluding the Netherlands), you must enter a valid VAT number of the recipient. If the invoice address is outside the EU and you want to have the goods delivered within the EU (excluding the Netherlands), you must enter a valid VAT number of the recipient. If both the invoice address and the delivery address are in a country outside the EU, the VAT is waived (0% delivery).

Examples:

You have a company in Switzerland and you want to have products delivered in Germany. You must enter a valid VAT number of the German company (recipient). If you do not have a valid VAT number of the recipient, we are obliged to charge VAT. You can also choose to have products delivered in Switzerland. If the invoice and delivery address are both in Switzerland, we can deliver without VAT. Please note, the costs for importing the products are for the recipient. You have a company in Germany and want to have products delivered in the Netherlands. We are then obliged to charge VAT, because the delivery address is in the Netherlands and we are a Dutch company. You can choose to use the address in Germany as the invoice and delivery address and arrange the transport for the products yourself. You have a company in Canada. Canada is outside the EU and therefore you receive products VAT free. Please note, the costs for importing the products are for the recipient. If you do not enter a VAT number when ordering, Dutch VAT will be automatically charged. Therefore, always check whether you have a valid VAT number. As soon as your invoice has been processed by our tax authorities, we can no longer change this. If you want to reclaim the VAT, you must do this at the tax authorities in your own country.

If you chose to pick up your order or have it picked up by a courier you booked you will need to schedule an appointment for pickup. Please note that our warehouse is not permanently staffed and your pickup should be scheduled in advance. Pick-ups are normally planned on Wednesday’s between 10.00 to 14.00 hrs and Saturday’s 10.00 to 14.00 hrs.

MadeforArcade staff processes many e-mail messages from around the world, but sometimes you may not receive an answer to your e-mail right away. Our mailing system is filtered by gatekeeper software that reroutes e-mails based on their content. Below are the primary reasons why your mail may go unanswered :

1. no questions asked : Your e-mail may contain a lot of words but if there are no specific questions asked there may not be anything to respond to. State your questions clearly and use question marks. This will help our system to forward e-mails correctly.
2. no reference numbers : If your e-mail is about a specific purchase or estimate please do not forget to include your invoice number or estimate number. Staff will not be able to retrieve your files without these numbers.
3. marked as spam : our software filters (powered by google) may determine your e-mail to be spam. Based on the rating of your e-mail address, your language and your reputation this filter may decide to remove your mail from the queue. Your mail will then not be seen by our staff.
4. Use of profanity, isulting or offending language : All e-mails are monitored by an automated system that filters out bad or offending language. If your e-mail contains insulting or faul language your e-mail is automatically sent to quarantine as to not expose our staff to verbal abuse. Your mail will then not be seen by our staff. Always be and stay courteous and friendly and one of our staff members will respond to you shortly.
5. bad translations : Due to our international nature we communicatie in English. Please write your e-mails in English ! If your native language is not English or Dutch please include a copy of your text in your native language AND in English. If we can not understand your e-mail we can not respond to you.

At MadeforArcade, we strive to make international shipping as smooth and predictable as possible for all our customers. When shipping goods internationally, especially to destinations like the United States, local customs authorities may apply import duties, tariffs, or other fees that are outside our direct control.

These fees are set by the destination country’s government and are the responsibility of the recipient under international trade rules. In most cases, our carrier (such as FedEx) may pay these fees upfront on your behalf to clear your shipment quickly through customs. Normally, the carrier will then collect these charges directly from you, the recipient, at delivery.

However, if for any reason the carrier is unable to collect these charges at delivery, the unpaid fees may legally revert back to us as the shipper. This means we could be billed for duties, taxes, or other customs-related costs that are technically your responsibility.

To ensure that customs obligations are settled properly and to protect the smooth flow of your shipment, we may sometimes issue a separate, fully refundable deposit invoice after your order has been paid, but before your goods are dispatched. When you are a new or first-time customer you will likely receive such a second invoice.

This temporary deposit helps ensure that any customs fees are covered without delays or complications. If no additional fees arise — which is often the case — your deposit is fully refunded immediately after customs clearance is confirmed.

In short:

• Why? Some countries’ customs laws make the recipient responsible for duties/taxes, but carriers can still bill us if these aren’t paid.
• When? If we expect significant duties/tariffs, we may issue a refundable deposit invoice before dispatch.
• What happens next? Once your goods clear customs and all obligations are settled, any unused portion of your deposit is refunded immediately.
• Is this common? For many shipments there are no additional fees at all, but this measure protects both sides and keeps your order flowing without unexpected holdups.

We appreciate your understanding and cooperation in making international shipping as smooth and worry-free as possible!

International shipments initiated by MadeforArcade are carried out under CPT incoterms unless noted otherwise on your estimate or invoice.
Incoterm rules describe the responsibilities and liabilities for all parties. Check your estimate or invoice for the correct incoterms.

Formal Definition:
CPT (Carriage Paid To) is one of the Incoterms® rules published by the International Chamber of Commerce (ICC). Under CPT, the seller is responsible for arranging and paying for the transport of the goods to a named place of destination. However, the risk transfers from the seller to the buyer as soon as the goods are handed over to the first carrier (typically at the point of departure), not at the final destination.

What this means for you as a potential buyer:
When we sell and dispatch goods under CPT terms, we cover the cost of shipping to your location. However, you as the buyer assumes responsibility for the goods once they are handed over to the carrier (e.g., DHL, FedEx, UPS). This means that any loss or damage occurring during transit is legally a buyer’s responsibility, even though a seller may have arranged and paid for the shipment.

What to do if goods arrive damaged or missing:
If you receive damaged goods or if a package is lost in transit:

1. Immediately file a claim with the carrier who delivered the shipment (e.g., FedEx, DHL, UPS).
2. Carriers sometimes state that only the shipper can file a claim. In such cases, you must request a “Letter of Authorization” (LOA) from the carrier, which will allow you to officially act as the agent filing the claim.
   Carriers like Fedex , UPS & DHL are sometimes notoriously difficult in dealing with this and sometimes staff is oblivious to these facts. Point out to them that the shipment is CPT and that by law they have to comply with a LOA.
3. Once you receive the LOA fill it out and send it to our service center. A service rep. will promptly provide the necessary document to support your claim with the carrier. Please note that we can not help you to obtain a letter of authorization.

Please note that we as the seller are not part of the claims process.
We cannot file claims on your behalf nor intervene in the carrier’s decision-making process. Per international incoterm ruling all responsibility for claims under CPT terms rests with you, the buyer, from the point the goods are handed over to the carrier.

Need more information ? Please visit the official international standards on incoterms rules here :
https://iccwbo.org/business-solutions/incoterms-rules/

When you choose standard trucking we commission an external company to arrange for the (international) trucking of your products. As such we only know when the goods are picked up from our central warehouse.

We do NOT know who the carrier will be, and we have no influence on the exact delivery date or delivery time as goods may change trucks multiple times during transit.

If you need a more specific mode of transport you can also arrange for a pickup at our central warehouse, or you can have us arrange for a private courier service (at a premium price)

Please note that dealing with specialized entertainment machines or personalized orders is a process that can take weeks or months. When it comes time to ship your goods we understand that everyone is in a hurry but due to size of goods and contracts we use standard (international) trucking and air cargo transport options. There is no expedited service for this. Trucks do not drive faster and airplanes do not fly faster. While there may be expedited services for small packages this does not apply to large goods.

Also note that during transport your goods will change hands a few times, maybe they may be sitting in a warehouse somewhere for a day or two in between. Sometimes they need to cross borders, and sometimes they have to go past customs or are selected for inspections. We have no influence whatsoever on customs officers and the speed at which they do their jobs. As such we have no means to make your transport go any faster than it does.

Because of this we can also never guarantee a particular (international) arrival date.
While we have years of experience in worldwide logistics , and while our staff can give you estimated travel or delivery times based on real-life scenarios, we can never be certain about the transit time of your order.

In conclusion : Order on time and give yourself some flexibility in transit and expected arrival times.
If you do need it in a hurry, please schedule a private courier transport or arrange to have goods picked up at our central warehouse using your own carrier.
That way you are in full control.

Sometimes it may be cheaper or more convenient to choose a local pickup when you purchase goods from MadeforArcade. Do note however : when you choose a local pickup at our Dutch warehouse or officially called “EX WORKS (EXW)” as the Incoterm for your purchase, you as the buyer are fully responsible for all aspects of transport including exporting the goods from our location and importing them into your country.

Under EXW terms:

• The seller’s responsibility ends once the goods are made available for pickup at our premises.
• The buyer arranges and manages transportation, export clearance, import clearance, and all related documentation.

Because we (the seller) are not involved in the shipment process, we cannot:

• Complete export or import documents (such as export declarations or import forms),
• Sign or issue a Power of Attorney (POA),
• Act on your behalf with customs authorities.

Important: You must work with your own freight forwarder, customs broker, or logistics provider to handle all the necessary formalities. We as the EXW seller can not help you with that. If you require more support with shipping or customs documentation, you might want to consider alternative Incoterms (such as FCA or DAP), which involve different levels of seller responsibility. When we provide those shipping or transport options we , the seller, will organize export documents, EORI registration, Power of Attorneys, Customs works etc.

As an alternative we can operate as the exporter of records for you, even under EXW incoterms but there are charges involved ( ranging from Eu 625 to Eu 950 ).

An exhibition services company is a specialized service provider that offers a wide range of support to businesses and exhibitors participating in trade shows, conventions, and other exhibitions. These companies help manage the logistics, setup, and operations of exhibition booths and displays, ensuring that everything runs smoothly for exhibitors.

Below you can see what an exhibition services company typically handles. Make sure to check the documentation for your event to see if specialized companies have been appointed to handle transport and logistics. This will make your life easier and cheaper. As an alternative MadeforArcade can also handle your transport and logistics needs as our staff is familiar with virtually all large venues in Europe. Do note that transport and logistics are an expensive part of the process and requires ample planning. First see if you can use the services of a locally appointed venue service provider ; if not, then contact our staff and we will work with you to make your event’s transport and logistics challenges hassle free.

Logistics and Transport:

• Transportation of Exhibits: They manage the shipping and transportation of your products and materials to and from the event. This includes coordinating delivery schedules and ensuring everything arrives on time.
• On-Site Handling: At the exhibition venue, they often provide equipment like forklifts, cranes, or labor for unloading and setting up heavy or bulky items.

Storage and Packaging:

• Packing: They ensure your products are packed safely for transport to avoid damage.
• Storage: During the event, they may provide storage for extra products, brochures, or materials that aren’t immediately needed at the booth.
• Post-Event Storage: After the event, they may also help store your equipment or booth materials until you’re ready for the next event.

Booth Setup and Dismantling:

• Setup: They manage the installation of your booth, including arranging signage, displays, lighting, and any other elements necessary for your exhibit.
• Dismantling: After the event, they also take care of dismantling the booth and packing everything up for transportation back.

Technical Support:

• Troubleshooting: If you have technical displays or equipment (such as interactive demos, machines, or computers), they can provide technical support to ensure everything runs smoothly during the event.
• Wi-Fi and Connectivity: They can also handle internet or network setup for your booth.

Event Services:

• Catering and Hospitality: Some exhibition services companies provide catering options for your booth or help you arrange hospitality services for your clients and partners at the event.
• Staffing: If you need extra personnel at your booth (e.g., for demonstrations, welcoming visitors, or managing the booth), they can supply temporary staff.

Why Use an Exhibition Services Company?

• Efficiency: They streamline the entire process, reducing the burden on you and allowing you to focus on your core business activities at the event.
• Expertise: They have experience in managing trade show logistics, setup, and operations, ensuring your booth looks professional and functions smoothly.
• Time-Saving: They handle many of the complex logistics, setup, and takedown tasks, saving you time and ensuring everything is done according to event regulations.

Exhibition services companies play a crucial role in ensuring that trade show participants have everything they need to make a strong impression and have a successful event experience. They can be considered your go-to partner for everything related to booth setup, transport, and on-site support.

for transport of your purchased or rented goods you have several options available :

– By far the best, cheapest and easiest method of transport is for you to arrange a pickup from our warehouse in Goirle , the Netherlands using your favorite courier. Most of our international customers use this option. If you have access to for instance DHL, fedex or UPS it will be a lot cheaper for you. We will arrange for a sturdy transport crate and can load the machines with our forklifts no problem. Also hiring a local carrier or transport company to arrange for a pick-up is a good way to go as this will always be cheaper and fully under your control.

– Another option is for us to arrange standard trucking with a carrier like DHL CARGO. Naturally this will be more expensive as we would have to account for our time & logistics so we would have to put a margin on top of the normal pricing. In this case we would send the machine to you in a reusable shipping crate at some random time in the week prior to the event. The exact date or time will not be known as we are dependent on DHL so we need to send to a location that can receive streetside on workdays between 08.00 and 17.00.
In case of a rental situation you will need to store the transport crate during the event. After the event you would put the machine back in the crate and we would send you a return-label which you need to stick on the crate. The pickup will be arranged by our courier service at a random time somewhere in the week after the event. The exact date or time of pickup will not be known so the goods need to be at a location that can deliver streetside on workdays between 08.00 and 17.00

– Yet another option is the use of a private courier. This option is usually best when we deliver 4 or more machines, or when you need assistance to place machines at a venue / tradeshow booth, or when you need technical assistance to set up and tear down machines at the beginning and end of your event. This is a more expensive option as the charge is Eu 1.50 per km. from our central warehouse in Goirle, but it gives you the most flexibility and if needed 24/7 service around the clock.

tip in case you consider a rental : If your event or venue is far away, or if you only request 1 or 2 machines it is often also viable and smarter to purchase the machine(s) instead of renting them, as this may turn out to be a cheaper option. With the purchase option you only incur 1 transport as compared to a rental situation where 2 transports need to be arranged for delivery and again for pickup.

If you do not pick the machine up yourself or if you do not send a private courier for pickup we strongly recommend adding the wooden transport crate options. Any damage to the machine during transport is not covered when a transport crate is not selected.

Transport crates are custom built to fit your machines and are made from heavy duty 18 mm. OSB.

They usually measure 80/90 x 90 x 180/210 cm.

Custom transport crates have 9 cm. of floor clearance to provide for pickup with forklifts or pumptrucks.

yes, you can set all of our claw machines to free play mode. That way users can keep playing as long as they like. This is a great option is you want to use the machine to attrackt people and want people to linger or stay around.

Yes, (and a bit No). There are a few ways to guarantee a prize for your players.

• 1. you can set the machine to free play. This way players can keep playing as long as they want, so also until they win a prize. But even after they win a prize they can keep playing. Not the best option for unsupervised play.
• 2. you can set the machine to paid play, with a very long countdown timer. In the menu you can then set the machine to void the turn once a prize has passed through the prize detector. This will almost always guarantee a prize per payment, unless the player takes more time than you have set in the playtime menu option. (you can also set the menu to void the turn after 2 or 3 or …. prizes, depending on what you want)

tip : if you do not want people to have to “pay” for prizes, but also do not want them to empty your machine, use our tokens. Give away tokens and set the machine to give our 1 prize per token (or 2 or 3 or whatever amount you set in the menu). This way you have full control over your machine and it’s payouts.

Yes, we can help you with information to control all of our claw machines remotely using arduino or raspberry pi or ESP32 or other means of remote control. Either wireless, per internet or remotely wired. All of these have been done before and all are very simple to implement.

Control your claw machine over the internet. Control it from another room or from the other side of the world. No problem. Ask our technical support about your implementations.

The weight that a claw machine can lift depends on the construction of the machine and on the software settings for the clamping force. The clamping force for a claw machine can be adjusted by changing the voltage settings in the user menu. For a large claw machine we recommend a maximum voltage of 38 volts.

The large claw machines can lift products up to approximately 300 grams when voltage is set to 38 volts.

When the claw on your claw machine no longer closes properly here are some things to check :

1 . Make sure nothing is obstruction the claw movement. Does it open and close when the press the center up by hand ? Does it move freely ?
2. Make sure your settings in the operator menu have not changed. Set voltage to 24 volts and press the button while in the menu to adjust strength. Does the claw close ?
3. Turn off power , remove all connectors from the circuit board and re-seat then, sometimes you just have a bad connection.
4. Do you smell burn near the claw ?
– When the claw has gotten stuck for an extended period of time
– or when the voltage is set too high
– or when the claw does not get time to cool down between operations the electromagnet may overheat.

You can check if the maget is burned out by removing the 3 little screws on the side of your claw. Once removed the magnet slides out of the metal cilinder. Is it looking good ? Does it smell ? Do you see heat marks ?
If the magnet is burned out you can order a replacement.

Afterwards : Make sure to set the claw voltage to the lowest possible level, make sure there is a cooldown period between users ( see manual ) , make sure the claw can not get or stay stuck ( supervision )

For the tabletop claw machines we recommend stuffed toys from 8 to 20 cm. tall. The claw can hold a ball of 50 mm completely in it’s jaws so if you use capsules to put prizes in we recommend 40 or 45 mm. eggs or balls. The machine typically holds 40-60 prizes depending on size. Think mini candy bars or small stuffed animals etc.

For the standard or large claw machines we recommend toys ranging from 12 to 30 cm. The claw can hold a ball of 100 mm completely in it’s jaws so if you use capsules to put prizes in we recommend 100 mm. eggs or balls. The machine typically holds 60-120 prizes depending on size. Think full size candy bars , stuffed animals or 100 mm capsules with QR codes or other goodies inside.

MadeforArcade staff will always communicate with you in writing, be it e-mail correspondence or whatsapp conversations. The staff member assigned to your query may not be in the same time-zone as you are, hence due to the international character of our clientele we do not communicate per voice calls, partly due to potential time differences and more importantly to prevent miscommunications.

We keep written records of all communications in a customer dossier so all MadeforArcade staff members and co-workers will have access to the same prior agreements and/or communications.

For service requests or sales questions please contact us per e-mail at : [email protected] or [email protected]

If you have an active service agreement with MadeforArcade you can also find a direct whatsapp contact number to your allocated staff member in your contract or as noted on your invoice.

International shipments initiated by MadeforArcade are carried out under CPT incoterms unless noted otherwise on your estimate or invoice.
Incoterm rules describe the responsibilities and liabilities for all parties. Check your estimate or invoice for the correct incoterms.

Formal Definition:
CPT (Carriage Paid To) is one of the Incoterms® rules published by the International Chamber of Commerce (ICC). Under CPT, the seller is responsible for arranging and paying for the transport of the goods to a named place of destination. However, the risk transfers from the seller to the buyer as soon as the goods are handed over to the first carrier (typically at the point of departure), not at the final destination.

What this means for you as a potential buyer:
When we sell and dispatch goods under CPT terms, we cover the cost of shipping to your location. However, you as the buyer assumes responsibility for the goods once they are handed over to the carrier (e.g., DHL, FedEx, UPS). This means that any loss or damage occurring during transit is legally a buyer’s responsibility, even though a seller may have arranged and paid for the shipment.

What to do if goods arrive damaged or missing:
If you receive damaged goods or if a package is lost in transit:

1. Immediately file a claim with the carrier who delivered the shipment (e.g., FedEx, DHL, UPS).
2. Carriers sometimes state that only the shipper can file a claim. In such cases, you must request a “Letter of Authorization” (LOA) from the carrier, which will allow you to officially act as the agent filing the claim.
   Carriers like Fedex , UPS & DHL are sometimes notoriously difficult in dealing with this and sometimes staff is oblivious to these facts. Point out to them that the shipment is CPT and that by law they have to comply with a LOA.
3. Once you receive the LOA fill it out and send it to our service center. A service rep. will promptly provide the necessary document to support your claim with the carrier. Please note that we can not help you to obtain a letter of authorization.

Please note that we as the seller are not part of the claims process.
We cannot file claims on your behalf nor intervene in the carrier’s decision-making process. Per international incoterm ruling all responsibility for claims under CPT terms rests with you, the buyer, from the point the goods are handed over to the carrier.

Need more information ? Please visit the official international standards on incoterms rules here :
https://iccwbo.org/business-solutions/incoterms-rules/

First of all we are naturally sorry to hear you are experiencing an issue. Rest assured though that our engineering team is ready to help you and they will do everything they can to get your machine back to its default state as soon as possible.

Before our engineers can help you though it is very important that you describe the problem in extreme detail and submit many photos and videos. Remember that our engineers must spot details and make an initial diagnosis based on the information you send them. If you are not detailed then their help will be less efficient and the process will take much longer.

Our engineers may ask you questions or ask you to perform certain procedures based on the information you gave them. They do this to try and help you faster and to prevent you from having to submit your machine to a service center. It is in fact much easier for engineers to diagnose a machine in our service center, and under carry-in warranty you would normally have to submit your machine to our central service hub first, but we also understand that it is easier, faster and cheaper for you if they can try to help you remotely. This is why they will first try to work with you through e-mail or ask you to send small parts of a machine for diagnosis.

#1 : Describe your problem in great detail ( What happened exactly when you found the problem the first time, when does the problem occur, does the problem occur each time , etc, etc,)
#2 : Follow the instructions sent by our engineers exactly and provide them with feedback (small details matter)
#3 : Maybe you and your designated engineer may require several e-mails back and forth
#4 : If needed the engineer may escalate to whatsapp video to check an issue in real time
#5 : if the problem persist you are requested to submit your machine to a service center for full diagnosis

# ! : you may always skip these steps and submit your machine directly to a service center (by appointment) if you can. This will allow a more thorough diagnosis and if repairs are needed they can be performed directly after diagnosis.

When you rent a machine, static decal material has to be applied for your custom artwork. This is the only material solution that allows the supplier to personalize the machine for your event while still protecting original panels and machine parts underneath. Permanent vinyl will damage the machine when removed, so it is not an option for short term rentals.

Will there be bubbles in the decals?
Static decals are thick and removable, they work with little suction cups to adhere to material. They react to changes in temperature and humidity. When a machine is moved from outside to inside, or when temperature or humidity changes at events (often during startup in the morning ) , some bubbles may appear during the first few days. If your artwork has a lot of cutouts, bubbles may appear sooner or more often. This is normal and unavoidable for this type of material and does not indicate a defect.

How can I remove the bubbles?
You can remove most bubbling by simple using your fingers to work bubbles towards the edges of the decals. A soft squeegee is often also provided with your rental machine. Simply use it to gently push any bubbles toward the edge of the decal. For short tradeshows and multi-day events, we recommend doing this once in the morning as part of your setup routine.

Can I get decals without bubbles at all?
Static decals are the only removable option for rentals, and occasional bubbling is simply part of the material’s nature. If a flawless, long-term finish is essential, the only solution is to purchase the machine. Purchased machines are decorated with high-tack, 10-year endurance decals. These adhere permanently, never bubble, and look exactly like factory graphics. However, they cannot be removed without damaging the artwork underneath—this is why they are not available for rentals.

If you are the buyer / recipient of goods that are transported to you under CPT incoterms you are responsible for any transport damages after the seller has handed over goods to the (first) carrier. This is usually at the Seller’s place of business.

Buyers are strongly advised to arrange adequate insurance coverage against transport damage, as any loss incurred during CPT transport remains the buyer’s responsibility. Should you fail to secure insurance and your goods sustain damage in transit, you may attempt to obtain a Letter of Acknowledgement (LOA) from the carrier.

The carrier still has an obligation to take care of transport and not cause damages. If the carrier caused damage there is possible recourse against the carrier. In that case a buyer should request an official letter of authorization from the carrier so we can authorize you – the buyer – to act directly against the carrier and file claim for damages. Carriers will likely discourage buyers to pursue this legally available avenue and will try to deflect. If you did not arrange for insurance on your transport an original carrier’s LOA is always your best bet. If the carrier is not cooperative you can try using the generic letter of authorization below and fill it out completely. Send it pre-filled to [email protected]. We will then sign, store and return a copy to you so you can try and pursue action against the carrier with the generic letter.

Please note that this is the extend to which we can help you. Any further action must be taken by you under CPT incoterm regulations.

Need Service? We’re Here to Help

If you require service, please send an email to [email protected]. Our standard support team will respond within 2–3 business days (Monday to Friday).

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Expedited Support – For Service Contract Customers Only

If you have an active service contract, you’re entitled to priority support. You can reach our on-call engineering team directly through the dedicated WhatsApp number provided in your contract. Typical response times are within 2–4 hours, Monday to Saturday, from 08:00 to 23:00.

For even faster handling, contract customers can also email [email protected]. Please include your invoice number in the subject line to help us prioritize your request.

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Not a Contract Customer?

If you’re not on a service contract, we’ll do our best to assist you through our standard support channel. However, please note that expedited service is exclusively available to contract customers. If fast, direct support is important to your business, we highly recommend considering a service contract. We’re always happy to discuss the options and find the best fit for your needs.

MadeforArcade staff processes many e-mail messages from around the world, but sometimes you may not receive an answer to your e-mail right away. Our mailing system is filtered by gatekeeper software that reroutes e-mails based on their content. Below are the primary reasons why your mail may go unanswered :

1. no questions asked : Your e-mail may contain a lot of words but if there are no specific questions asked there may not be anything to respond to. State your questions clearly and use question marks. This will help our system to forward e-mails correctly.
2. no reference numbers : If your e-mail is about a specific purchase or estimate please do not forget to include your invoice number or estimate number. Staff will not be able to retrieve your files without these numbers.
3. marked as spam : our software filters (powered by google) may determine your e-mail to be spam. Based on the rating of your e-mail address, your language and your reputation this filter may decide to remove your mail from the queue. Your mail will then not be seen by our staff.
4. Use of profanity, isulting or offending language : All e-mails are monitored by an automated system that filters out bad or offending language. If your e-mail contains insulting or faul language your e-mail is automatically sent to quarantine as to not expose our staff to verbal abuse. Your mail will then not be seen by our staff. Always be and stay courteous and friendly and one of our staff members will respond to you shortly.
5. bad translations : Due to our international nature we communicatie in English. Please write your e-mails in English ! If your native language is not English or Dutch please include a copy of your text in your native language AND in English. If we can not understand your e-mail we can not respond to you.

Payments in cash are highly discouraged as we are not a retail store and cashpayments in the Netherlands pose great challenges with banks and daily operations. In exceptional cases you can pay your purchase + a surcharge in cash at our warehouse when you take the following into account :

• A maximum of Eu 2.500 can be applied as cash payment – above and beyond this threshold we only accept electronic transfers (payment gateways, bank transfers etc.)
• we need 2 different forms of identification from you that will be copied and will go on record with your invoice
• we do not accept 500 or 200 Euro bills
• a 15% surcharge applies to all cash payments due to special handling and extra bank charges – no exceptions
• we do not carry change – you must pay appropriately

When you have a valid European VAT number outside of the Netherlands, and you are having your purchases delivered to a place outside of the Netherlands you can use the 0% tax option. Simply enter your VAT number during checkout and you will automatically get a total price with 0% tax. Do note that if you pick goods up yourself in the Netherlands you will still have to pay 21% VAT which you can request back from your local tax service during your normal VAT reporting.

If you purchase from outside the EU you can always get a 0% tax invoice (so you do not have to pay salestax) provided that there is proof that the goods did leave the European Union (when we ship the goods to you this happens automatically).

The cheapest and fastest way to pay is to use our check-out on the website . In a normal transaction you would place an order on the website and pay through any of our payment gateways that are listed at the checkout page. Your order is then instantly processed and an invoice is automatically generated for your bookkeeping.

If you can not pay using one of the payment gateways simply select “bank transfer” at checkout. You will then receive an e-mail with payment instructions to transfer using your own bank. This is a very secure way of payment but it may add 2 to 3 working days to the ordering process.

For deliveries outside the Netherlands, our tax authorities look at the VAT number and the country where the products are delivered. To be able to deliver VAT free, the following rules apply:

The invoice and delivery address are in the same EU country and you have a valid VAT number. If the invoice address is within the EU and you want to have the goods delivered in another country within the EU (excluding the Netherlands), you must enter a valid VAT number of the recipient. If the invoice address is outside the EU and you want to have the goods delivered within the EU (excluding the Netherlands), you must enter a valid VAT number of the recipient. If both the invoice address and the delivery address are in a country outside the EU, the VAT is waived (0% delivery).

Examples:

You have a company in Switzerland and you want to have products delivered in Germany. You must enter a valid VAT number of the German company (recipient). If you do not have a valid VAT number of the recipient, we are obliged to charge VAT. You can also choose to have products delivered in Switzerland. If the invoice and delivery address are both in Switzerland, we can deliver without VAT. Please note, the costs for importing the products are for the recipient. You have a company in Germany and want to have products delivered in the Netherlands. We are then obliged to charge VAT, because the delivery address is in the Netherlands and we are a Dutch company. You can choose to use the address in Germany as the invoice and delivery address and arrange the transport for the products yourself. You have a company in Canada. Canada is outside the EU and therefore you receive products VAT free. Please note, the costs for importing the products are for the recipient. If you do not enter a VAT number when ordering, Dutch VAT will be automatically charged. Therefore, always check whether you have a valid VAT number. As soon as your invoice has been processed by our tax authorities, we can no longer change this. If you want to reclaim the VAT, you must do this at the tax authorities in your own country.

IMPORTANT NOTES :

baton #1 is the SECOND wire on the bottom left of the lower green connector.

baton #6 is the right-most connector on the lower green connector

note there are 7 wires in the bottom connector, wire #1 = common ground

connection #11 and #12 should be empty

red lights are not exactly above the correct wire due to size differences. COUNT where needed

REMOVE THE GREEN CONNECTORS AND PUT THEM BACK AGAIN TO CHECK FOR A DIRTY CONNECTOR.
OFTEN THIS WILL SOLVE SIMPLE ISSUES.

How long do the batons hang on the machine ? Is the machine sitting idle for long times while turned on (not recommended) ?

As with all electromagnets, prolonged contact with metal can cause a bit of residual magnetism in metal objects. This means that if a baton stays in contact with the magnet for an extended period, the metal on the baton can temporarily become slightly magnetic as well. In some cases, this residual magnetism may be just strong enough to hold the baton for a short time even after the magnet is turned off.

There are two simple ways to prevent residual magnetism:

1. Keep the contact time short – which usually happens naturally during active gameplay. Avoid leaving the machine idle with the batons held in place for long periods.
2. Add some weight to the batons – this helps them fall away more easily when the magnet turns off , but naturally we try to keep the weight of the batons to a minimum.

If you need batons to stay on the game prolonged, the easy fix is to remove the cap at the bottom of the baton, insert a small metal washer or some weight, and then press the cap back on. This adds just enough mass to overcome any lingering magnetic attraction.
Also, any residual magnetism naturally fades away over time once the batons are not in contact with the magnets.

tip : Do not let your reaction ring sit idle for long periods of time with power on as this continuously sends power to the magnets.

Troubleshooting Your Machine: Quick Checks

If you suspect there’s an issue with your machine, please follow these simple steps before seeking further assistance:

Power Supply:

• Check Power: Is the machine receiving power?
• Switches: Are all power switches turned on?
• Power Cable: Inspect the power cable for any damage.

Visual Inspection:

• External Inspection: Carefully examine the machine’s exterior for any visible damage or irregularities.

Internal Inspection:

• Internal Check: Open the machine (while the machine is powered off) and ensure all wires are securely connected. Look for any loose components or other abnormalities.

Connections:

• Reconnect Plugs and Wires: Try disconnecting and reconnecting the plugs and wires. Make sure there is no power supply to the machine while doing this. Sometimes, a loose connection can cause a malfunction. A video demonstration of this process is available.

Video Guide:

• Demonstration: To find a video of how to disconnect and reconnect the wires please check the troubleshooting for your specific machine in the FAQ section.

Troubleshooting Your Machine: Quick Checks

If you suspect there’s an issue with your machine, please follow these simple steps before seeking further assistance:

Power Supply:

• Check Power: Is the machine receiving power?
• Switches: Are all power switches turned on?
• Power Cable: Inspect the power cable for any damage.

Visual Inspection:

• External Inspection: Carefully examine the machine’s exterior for any visible damage or irregularities.

Internal Inspection:

• Internal Check: Open the machine (while the machine is powered off) and ensure all wires are securely connected. Look for any loose components or other abnormalities.

Connections:

• Reconnect Plugs and Wires: Try disconnecting and reconnecting the plugs and wires. Make sure there is no power supply to the machine while doing this. Sometimes, a loose connection can cause a malfunction. A video demonstration of this process is available.

Video Guide:

• Demonstration: To find a video of how to disconnect and reconnect the wires please check the troubleshooting for your specific machine in the FAQ section.

• Factory Settings:

• It’s possible that the machine’s settings have been accidentally changed. Settings which might be crucial to the working of the machine. In this case, try resetting the machine to its factory settings > menu F.

• Contacting Support:
• If the machine still doesn’t function after completing these steps, please create a video demonstrating the claw attempting to move in all directions within the “G” menu. Send this video to [email protected].
• Note: These troubleshooting steps are general guidelines.

The short answer : Yes, you can train the coin pusher with real money (coins) and play with for instance Euros or Dollars. Should you do this ? Well, that greatly depends on the local laws. In most European countries it is not legal to play with real money unless you have a gambling license. When you use tokens (you can order these with your machine) you are usually good to go as these are not legal tender. Coin pushers usually have exceptions in the law that make using them a lot easier as they are regarded as fair-machines and not strictly as gambling machines.

Moral of the story : Check your local laws and order tokens with your machine.

WIFI enabled machines connect to a router by means of the SSID name (the name of your router network) and a password. This is the same information you use to for instance connect your phone to a local internet service point.

The SSID and password are programmed into your machine’s WIFI module and can not be changed by yourself. To change the SSID or password stored in the module you can send the module to one of our servicepoints to have it re-programmed. A service charge of Eu 69,- + postal fees will apply.