Returns, Refunds, and Exchanges

All puzzles and products are visually inspected before they are packaged and shipped out. However, in the off chance that a product is defective or suffers damage during the shipping process, you may contact us regarding the issue. 

Return requests for non-defective merchandise are generally accepted for unopened or very lightly used (like new) products within 2 weeks of receiving the products, but please contact us with your specific situation first. The buyer is responsible for returning the items to us in the original condition, with any original product packaging, accessories, and manuals.

Gift cards and apparel are non-returnable.  

Instances of user error such as "popping" or breakage due to dropping on the part of the user are not covered by our return policy. 

Procedure

To initiate the return, refund, or exchange of any products, please contact us at your earliest convenience. If not already provided in the initial communication, you may be asked for a receipt and/or proof of purchase, along with photographs and/or videos that clearly illustrate any product defects, mistakes in processing, or other issues.   

Once an inquiry is sent, a customer service representative will reply and explore the available options to address any issues with your order.

Refunds

In some cases, a customer service representative will issue a refund. This is usually done for defective products or mistakenly processed items. Refunds may be made in gift cards or directly towards your credit card or original method of payment. Under most circumstances, you will be given a choice between these two, as well as clearly told the value of any gift card or refund. If the refund does not necessitate a return, you are welcome to keep any items being refunded.

If your refund necessitates a return, we will provide you our preferred mailing address. Once we receive and inspect the item(s), we will issue the appropriate refund.  

Please note there are certain situations where only partial refunds can be granted:

  • Items with obvious signs of use
  • Items not in their original condition, are damaged, or missing parts for reasons not due to our error
  • Any item that is returned more than two weeks after delivery date
  • Items that were purchased when they were on clearance or sale

The value of any partial refund is determined at our sole discretion and is based on the above factors.

If we issue a refund to the original method of payment, a credit will be automatically applied within a few days. If you have not received a refund yet, please first check your bank account again. Then, contact your credit card company, as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund within a few days, please contact us

Exchanges

We only exchange items if they are defective or damaged. If you need to exchange something for the same item, please contact us to begin an exchange process.  

Shipping

To return any products to us, please follow the exact instructions that the customer service representative provides. If the return is due to a product defect or a mistake in processing by us, we will either send a prepaid shipping label, or issue a refund to cover reasonable costs* of shipping back to us once the costs are incurred. If the return is not due to a product defect or a mistake in processing by us, you will be responsible for paying for your own shipping costs for returning any items.

Depending on where you live, the time it may take for your returned and/or exchanged products to reach you may vary.

If you are shipping items over $75, it is recommended that you use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive any return packages.

*On a case-by-case basis, our customer service representative may advise you on which costs are considered reasonable. We may also advise the use of certain carriers. 

Last Updated: January 16, 2019