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/

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).

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.

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.

Service contract for expedited on-call assistance

Shop now

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.

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).

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.

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.

Service contract for expedited on-call assistance

Shop now

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.

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/