We value your satisfaction and aim to make every purchase a pleasant experience. Please read our refund and return policy below for complete details.
Cancellations/Modifications
We process our orders very quickly and unfortunately cannot typically make changes after an order has been placed. If you want to cancel or make any updates regarding your order please contact us at service@puzzlesgo.com to see if a modification can be made.
30-Day Return Policy
- Refund requests must be submitted within 30 days of receiving the product(s) from our online store.
- Items must be returned in their original condition, unused, and with all packaging intact.
- A receipt or proof of purchase is required for all returns.
We DO NOT accept returns for refunds for any orders that are beyond 30 days from the delivery date.
Damages and Issues
- Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
- If you directly damage, break, or lose the item - you will not be eligible for replacement or refund.
For the puzzle(s) you received within thirty (30) days of the delivery date that has the following questions, we offer free return and full refunds:
1. Missing or broken pieces.
2. Broken packging.
3. Wrong product received.
4. Other problems caused by us.
We DO NOTaccept returns if:
1. The items have already been opened and used.
2. If you directly damage, break, or lose the item - you will not be eligible for replacement or refund.
3. 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.
How to Start a Return
- Contact us at service@puzzlesgo.com to initiate a return.
- If your return is approved, we'll provide a return shipping label and detailed instructions on how and where to send your package.
- Items returned without prior approval will not be accepted.
If you need a return, please contact our customer service team to discuss exact details delivery first.
DO NOTsend it back directly without contacting our service personnel, otherwise we will not issue a refund.
Return Costs
- If the return is due to our problems (such as incorrect products, or quality problems of products), we will provide a full refund for you,and you are not required to bear the shipping fee.(You do have to pay for the shipping first. If it is a quality-related issue, we will refund you the shipping cost once we confirm the issue.)
- If the return is not due to a manufacturer defect and you simply changed your mind or want a different size, customers are responsible to ship the product back to us at their own cost and our shipping cost will be deducted from the refund as well.
- There is no other return fee.
Using a trackable shipping service is mandatory - if you do not use a trackable shipping service, we will not be able to proceed with the refund.
Wrong Address
Please note that if the package doesn’t reach you after providing a wrong or incomplete address, we will not be held accountable and will not be able to offer a full refund of your order amount – you are responsible for providing clear and correct shipping & billing information upon placing an order. In these situations, we are able to reship the item back to you, but only if you cover the shipping costs.
Refunds (if applicable)
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, within 10 business days.
Late or missing refund credits (if applicable)
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.(3-5 business days)
- If you’ve done all of this and you still have not received your refund yet, please contact us at service@puzzlesgo.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: service@puzzlesgo.com.
Thank you for choosing Puzzlesgo! We're here to assist with any questions or concerns. For further assistance or inquiries, please don't hesitate to contact our dedicated customer support team.
