Support Documentation

If you do not want an item you ordered, please let us know within 4 weeks of receipt. In most cases, we will respectfully request photos/videos in order to better understand the condition of the item. 

If the item is unopened and in new condition, you can ship the item back to us for a refund equal to the price you paid for the item. Here, the customer is responsible for the cost of shipping. 

If the item is opened and slightly used, you can ship the item back to us for a refund equal to the price you paid for the item. An item is considered slightly used when we cannot restock it as new for sale immediately. A restocking fee (usually up to 20% of the item’s price) may be applied against the refund depending on the condition of the returned item. Factors influencing the restocking fee include but are not limited to signs of use, blemishes, sticker chips, presence of added lubrication/logos, lost accessories, and damaged packaging. 

We do not accept returns, exchanges, or refunds for heavily used items. 

An item is defective when it is produced or assembled improperly by the manufacturer, usually in a faulty and unsatisfactory manner. Please report defective products within one week of receipt. 

We can offer guidance on repair, spare parts/accessories, full refunds, or replacements on defective products depending on the severity of the defect. If we are shipping anything to you, we will be responsible for any shipping costs. 

Please be advised we will require photo and/or video documentation of defects in order to provide service. 

Unfortunately, some defects in puzzles are only noticeable after prolonged use. If you feel your puzzle is defective after use, let us know and we will do our best to assist. 

Please note pops (where pieces become dislodged while handling the puzzle) are not considered defects. 

Shipping times vary depending on your location and the shipping method you select at checkout. In general, standard shipping within the United States takes 3-5 business days, while international shipping can take 7-10 business days.

An item is damaged when something breaks and affects its appearance or functionality. Exceptions are damage to non-essential parts of the package such as exterior box, wrapping, and non-essential accessories. 

The two types of damage for customer service purposes are: (1) non-user damage; and (2) user damage. Non-user damage is damage to an item that occurs by no fault of the customer. An example of this is damage caused by rough handling by the postal system. User damage is damage caused by the customer. 

Please report non-user damage to us within one week of receipt. If the damage is minor, we can offer guidance on repair, spare parts/accessories, or replacement items. If the damage is significant, we can offer solutions up to a complete replacement. All fixes to non-user damage are free of charge. If we are shipping anything to you, we will be responsible for any shipping costs. If you would like to return an item that sustained non-user damage, let us know and we can issue a refund accordingly. 

We can assist you with user damage by offering guidance on repair and spare parts/accessories. If we are shipping anything to you for this, the customer will be responsible for any shipping costs. We can also accept returns for user damaged items. Refunds associated with these returns are store credit only minus a discretionary deduction based on the severity of the damage. The customer is responsible for any shipping costs. 

Please note pops (where pieces become dislodged while handling the puzzle) are not considered damage.