Frequently Asked Questions
Table of Contents
Where do we ship?
Currently, we ship within North America (Canada and the US), Europe (UK, Ireland, France, Germany, Belgium). We may expand our reach in the future if there is enough interest. Contact us if you are outside of North America and want to buy from us.
How much is shipping?
Within Canada, our flat rate shipping cost is $10. If you spend over $100, shipping is FREE.
Xpresspost and Priority rates are calculated based on your location and the size of your order.
For all other countries, shipping rates are calculated at checkout.
When will you get your order?
We process orders within 24 hours and ship every business day. For most locations, you should get your order within a week. Within the GTA, it is usually only two business days.
Xpresspost shipping offers 1-3 business day delivery for most of Canada. Customers in the GTA and southern Ontario can expect 1-2 business day delivery.
*NOTE*: Canada Post has suspended service delivery guarantees due to the high parcel volume and social distancing measures caused by the ongoing pandemic. Some deliveries will be delayed.
How are items shipped?
Canadian orders are shipped with Canada Post and come with a tracking number. Small Packet USA Air and Small Packet International Air (to Europe) do not come with tracking numbers.
Can we ship it express?
Yes, within Canada. Select the Xpresspost option to calculate the rate. For other countries, you will have additional shipping rates for faster service.
What forms of payment do we accept online?
We accept all major credit cards or you can use Paypal, Google Pay, Apple Pay and more.
What forms of payment do we accept in person?
We accept cash, Visa, Master Card, and American Express at our kiosks. Sorry, we cannot accept debit cards.
How can you use your discount code?
When you place your order online, you are able to enter in a discount code on the final total during the checkout process.
What happens if the item is not what you expected when it arrives?
All orders come with a 30-day return policy if the item is unopened. Shipping costs are not eligible for refunds, only the amount of the returned items.
Please inform us of any other issues within 14 days of delivery.
What happens if the item is damaged?
All orders come with a 14-day return policy in the event that you received the item with a defect. This applies to items that are damaged when you open the package and it is unusable, for example. It does not apply to items that arrived in working condition but broke under use of the product. Instances of "popping" are not covered by the return policy. We do not offer warranties on the products.
What happens if I just don’t like the item?
We are generally able to accept returns on unopened or very gently used puzzles within 14 days. You must return the puzzle and all packaging in original condition.
We do not offer refunds on clothing.
How do you return an item?
Contact us to start the process. You are responsible for shipping the item back to us. The address to send the items to is on the invoice and the return address on the package you receive from us. Once the item has been received and verified to be correct, we will refund your money to the payment form used to place the order.