Things to Note About Your Order
Shipping and Handling
Most items are shipped within 1 – 3 days. Please contact us if an item is out of stock and you would like to know when it will be available.
We ship to Canada, United States and International.
We do not offer customer pick up. (Well sometimes…contact us if this might work for you)
Shipping Rates
To see how much your shipping cost will be place your items in the cart and click the “Calculate Shipping” button. If you would like a different service other than what is provided, please contact us for a quote.
Some shipping services provide a tracking number. This number will be active when your shipment is scanned at the post office, not when you place your order on this website. Please be aware of the shipment preparation time noted above when factoring in your delivery time estimate. Please contact us if you need your order faster and we can explore the options for you.
For international orders, customs, import duties and brokerage fees (if applicable) will be assessed in your destination country and are not included in the shipping cost. These costs are the responsibility of the recipient.
Currency Exchange
All prices are listed in Canadian Dollars. You will be charged the currency conversion through whatever payment method you use (credit card, Paypal etc)
All products are shipped from Vancouver, British Columbia Canada. The only exception is the Roylco Educational Light Cube, which is shipped directly to you from the manufacturer in Waterloo, Ontario.
Product Returns
If you have any concerns with a product once you receive it, please contact us within 7 days.
All returns must have prior authorization and the product(s) returned must be undamaged, in resaleable condition and in their original packaging. Return shipping costs are the responsibility of the customer. Original shipping costs are non refundable.
Refunds are processed based on the above and are returned back to the original form of payment. Receipts are required for proof of purchase. If you do not have a receipt a Puzzle Heads gift card for the value of the refund will be provided.
Digital downloads and printables are non refundable. There are no returns or exchanges on gift cards.
RETURN OF THE LIGHT CUBE: Please note there is a 25% restocking fee on any returns of the Educational Light Cube as this product is shipped directly from the manufacturer and this is their return policy. Return shipping costs for this item are the responsibility of the customer.
Product Exchanges
Please contact us if you would like to exchange any items. Shipping costs relating to the return and receipt of the exchange item are the responsibility of the buyer. Any products returned must be in undamaged, resaleable condition and in their original packaging.
Damaged Goods
Please contact us if your items arrived damaged. Please take photos of the damage and the packaging and submit your claim to info@puzzleheads.ca
Gifts
If the product(s) were purchased marked as gifts and sent directly to you (the gift recipient), you will receive a gift credit to use online for the value of the item. Gift credits are provided once we receive the products back in saleable condition in the original packaging. Shipping costs are your responsibility.