HOW CAN WE HELP YOU?
Manage your orders
US Orders 📦
We advise 5-7 days business days for all orders to arrive. Delivery speed will vary, depending on your location. In some cases, parcels may take longer; due to unprecedented delays caused by COVID-19 or holiday periods.
UK, Canada, and Europe Orders 📦
We advise 10-15 business days for all orders to arrive. Shipping times vary based on customer location and from product-to-product; based on demand and shipping location.
Australia and Other Shippable Countries 📦
We advise 10-17 days for all orders to arrive.. But deliveres can sometimes take longer due to a high number of international orders. Our aim is to have your items with you within 20 days. You can track your order using our tracking page with your tracking number.
Failed Delivery ⚠️
If the package cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (wrong or incorrect shipping address, absent receiver,) or if the customer refuses to collect the package, the package will be returned to the sender (CraftHub) at the customers expense. The expense includes shipping costs and any duty and tax the package may have incurred; this amount will be deducted from the total of the order to be refunded.*In some cases, you could be notified that your parcel is "delivered" - when this actually means the order was successfully returned to our warehouse. Please coordinate with our customer support team via email (firstname.lastname@example.org) if you think this might be the case.
- It usually take up to 3 business days, while, in peak times, it may take up to 5 business days to dispatch.
- Triple yes! We want the whole world to enjoy our products!
- Our company's headquarters are located in Canada, while our warehouses and vendors are scattered across China, USA and Europe.
- We process all orders in USD. While the content of the cart is displayed in several currencies, you will checkout using USD at the most current exchange rate.
A. We accept Paypal, Klarna and all Major Credit Cards: Visa, Mastercard, Discover, Amex.
- When you buy online with your credit card, all of your information is entered on a secure SSL web page. Your information is then SSL encrypted and sent directly to our credit card provider's network where your card and transaction are authorized and approved. Your credit card information is not stored on our servers. You can be absolutely sure that all purchases here are safe and secure and are SSL-encrypted to protect your data!
- We do not sell our customers information. Emails are strictly for follow-up and to send newsletters of our promotions and coupons for discounts.
- For most countries, you will not have to pay customs, but it depends where are you located and if you order more than 1 piece.
- Please contact us at email@example.com so that we can change your email address. We may change your email address at any time.
- Yes, all customers will receive an email order confirmation with their order number after placing their orders.
Please contact us if you don't receive one within 24 hours.
- All inquiries can be forwarded to firstname.lastname@example.org
Product Returns, Replacements & Refunds:
PuzzlesUp will replace the item should you experience any damage, missing piece, or poor craftsmanship.
If you directly damage, break, or lose the item - you will not be eligible for replacement or refund.
- To request a replacement for the damage, missing piece, or poor craftsmanship, please email our customer service team at email@example.com
- To be eligible for a refund (should you wish to return your order), your item must be unused and in the same condition that you received it. It must also be in the original packaging with all original tags and labels attached.
We DO NOT accept returns for refunds for any orders that are beyond 30 days from the delivery date.
To return an item, please email our customer service team at firstname.lastname@example.org
To complete your refund, we require a receipt or proof of purchase.
- Please get in touch for the return address. We will send send you the delivery details for our nearest facility close to you.
- Please send PROOF of shipment once returned (i.e. email / direct message us a picture of the receipt) so we can use it as a reference.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. You will receive reimbursment in 2-7 working days.
We do NOT accept returns if:
- The items have already been opened and used.
- The customer made a mistake when ordering the goods for instance (including but not limited to) wrong model selection, wrong quantity selection, mistake in the nature of the goods.
- To return your product, contact us via email and we will guide you with the next best steps
For defective or damaged products, feel free to contact our customer support team at email@example.com to arrange a refund or exchange.