2-year parts warranty on all commercial claw machines. Clear return policies with no runaround. And a support team that picks up the phone — because you have a route to run.
Our 2-year parts warranty covers the mechanical and electronic components that keep your machine earning. Here’s exactly what that includes.
2 yr
Parts Warranty
Covers defects in materials and workmanship from date of purchase
What’s Covered
Control Boards & ElectronicsMain PCB, I/O boards, coin acceptor boards, and display electronics that fail under normal operation
Motors & Drive ComponentsX/Y/Z axis motors, gear assemblies, and drive belts that fail due to manufacturing defect
Coin Mechanisms & Bill ValidatorsFactory-installed coin mechs and bill validators that malfunction under normal use
Power SuppliesInternal power supply units that fail under standard operating voltage
Structural DefectsWeld failures, door hinge defects, or cabinet seam separation due to manufacturing error
SmartClaw HardwareSmartClaw connectivity modules and related hardware included in the standard warranty period
What’s Not Covered
Normal Wear ItemsClaw fingers, rubber seals, joystick tops, and button caps that wear with regular play
Cosmetic DamageScratches, dents, fading, and graphic wear that occur during normal operation or transit handling after delivery
Damage from Misuse or NeglectOverfilling prize compartments, operating in extreme temperatures, liquid damage, or improper power supply
Unauthorized ModificationsAny repairs, modifications, or part replacements performed by non-authorized technicians void the warranty
Freight DamageDamage that occurs during shipping must be reported within 48 hours of delivery — see the Shipping Damage section below
Prizes & ConsumablesPlush, capsule toys, candy, or other prize inventory are not covered under the machine warranty
Warranty Claims
How to File a Warranty Claim
Most issues are resolved remotely with a replacement part shipped same-day. Here’s how the process works.
1
Contact Our Support Team
Call 800.853.3941 or submit a claim via our contact page. Have your order number and machine model ready. We answer Mon–Fri, 8am–5pm CT.
2
Describe the Issue & Submit Photos
Our technician will ask for a description of the fault and photos or video of the issue. Most defects are diagnosable remotely — no need to ship anything until we confirm the fault.
3
We Ship the Replacement Part
Once confirmed, we ship the replacement part at no charge. For complex repairs, we'll coordinate with a field technician or provide step-by-step guidance to get you back up and earning fast.
Returns
Returns Policy by Product Type
Return windows and conditions vary by what you ordered. Find your product type below.
Standard Stock Machines
Claw Machines & Standard Equipment
30-Day Return Window
Machine must be unused, uninstalled, and in original packaging
Customer is responsible for return freight costs
Original outbound freight charges are non-refundable
A restocking fee of up to 15% may apply for machines showing signs of use
Refund issued within 5 business days of receipt and inspection
To initiate a return, call 800.853.3941 or email our support team to receive a Return Merchandise Authorization (RMA) number before shipping.
Custom & Branded Machines
Corporate Promos & Custom Builds
All Sales Final
Custom-wrapped and branded machines are built to order and are non-returnable
You will receive and approve a 3D render before production begins
Manufacturing defects are still covered under the standard 2-year parts warranty
If the machine does not match the approved render, we will make it right at no charge
Before placing a custom order, we provide a detailed quote and render approval process to ensure you're fully satisfied before production starts.
Parts & Accessories
Replacement Parts, Accessories & Supplies
30-Day Return Window
Parts must be unused, in original packaging, and in resalable condition
Electrical components that have been installed cannot be returned
Customer is responsible for return shipping costs
Wrong part shipped due to our error — we cover return shipping and send the correct part immediately
Prize inventory (plush, capsule toys, candy) is non-returnable once the case has been opened.
Freight & Shipping Damage
Machines Damaged During Delivery
Report Within 48 Hours
Inspect the machine before signing the delivery receipt
Note any damage on the delivery receipt before the driver leaves
Photograph all damage including packaging before moving the machine
Contact us within 48 hours of delivery — claims submitted after this window may be denied by the freight carrier
We will file the freight claim on your behalf and arrange a replacement or repair
Do not discard any packaging materials until the claim is resolved — the freight carrier may require inspection of the original packaging.
Freight Damage
Machine Arrived Damaged? Here’s Exactly What to Do.
Freight damage happens. It’s rare, but it happens. The critical window is the 48 hours after delivery — after that, freight carriers will not accept liability. Follow these steps in order.
Do Not Sign a Clean Delivery Receipt for a Damaged Machine
If you sign the delivery receipt as "received in good condition" before noting the damage, the freight carrier will deny the claim and we will be unable to recover the loss. Always inspect before signing.
1
Inspect Before the Driver Leaves
Check the outer packaging and the machine itself while the delivery driver is still present. Look for dents, cracks, punctures, and crushed corners on the crate or box.
2
Note Damage on the Delivery Receipt
Write a clear description of visible damage on the delivery receipt before signing. Be specific: "cabinet dented on left side," "crate punctured," etc. Get the driver's signature on the notation.
3
Photograph Everything
Take photos of the outer packaging, the machine, any damaged components, and the delivery receipt with your notation. Do this before moving the machine or disposing of packaging.
4
Contact Us Within 48 Hours
Call 800.853.3941 or email with your order number and photos. We will file the freight claim with the carrier and arrange repair or replacement — at no cost to you.
FAQ
Common Warranty & Return Questions
The 2-year parts warranty applies to the original purchaser from ClawMachines.com. If you purchase a machine on the secondary market, the remaining warranty may transfer if the machine is still within the original warranty period — contact us with the original order number to confirm coverage.
Almost never. The vast majority of warranty claims are resolved by shipping a replacement part directly to you. Our technicians will diagnose the issue remotely using your description and photos, then ship the correct part — typically same-day for in-stock items. You only need to return the machine if we cannot resolve the issue remotely, which is extremely rare.
Repairs performed by non-authorized technicians may void your warranty on the components that were worked on. We strongly recommend contacting our support team first — we can often walk you through a repair over the phone or via video call at no charge, which preserves your warranty coverage. If a third-party repair was already performed, contact us and we'll evaluate coverage on a case-by-case basis.
In-stock parts typically ship same-day if the claim is confirmed before 2pm CT, and arrive within 2–5 business days depending on your location. For parts that need to be sourced or manufactured, we'll give you an estimated timeline upfront. We know a machine that's down is lost revenue — getting you back up fast is our priority.
Machines that have been installed on location are considered used and are not eligible for the standard 30-day return policy. If you're experiencing an issue with the machine's performance, contact us — most issues are covered under warranty and can be resolved with a part replacement. If you're reconsidering the purchase for a different reason, call us at 800.853.3941 and we'll work with you.
If we shipped the wrong item, we'll send the correct one immediately and cover all return shipping costs for the incorrect item. Call 800.853.3941 or contact us online with your order number and a photo of what arrived — we'll get it sorted the same day.
Still Have Questions?
Our support team is available Monday through Friday, 8am–5pm CT. Most issues are resolved on the first call — no ticket systems, no bots, no runaround.