All returns and order issues must be reported within thirty (30) days of the delivery date. 

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 support@puzzlesup.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 support@puzzlesup.com

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.  

EXCEPTIONS

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.

Shipping:

• To return your product, contact us via email and we will guide you with the next best steps

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your replacement product to reach you, may vary.

For defective or damaged products, feel free to contact our customer support team at support@puzzlesup.com to arrange a refund or exchange.