Shipping + Returns
We care that you love your puzzle! If you are not happy with your purchase for any reason, please let us know and we will do our best to address your concerns.
Please read our shipping and return policy carefully to ensure a smooth and efficient process:
Shipping:
We currently ship within the United States via the United States Postal Service (USPS). Unfortunately, we are unable to ship internationally at this time, but this is a short-term goal of ours.
Shipping cost will be calculated at the time of check-out.
Shipping is processed on Mondays and Thursdays unless impacted by holidays for orders placed the week prior. Please allow 5-7 business days for the ordering process before shipping.
If your package is lost, please contact us immediately. We will do our best to assist but we cannot refund or replace items if your tracking indicates your package was delivered.
Our puzzles are all 1,000-piece puzzles, crafted from high-resolution non-fade chipboard. So sturdy, you can save your puzzle with puzzle glue for framing, hanging, or easy storage when you are done!
To be eligible for a return, puzzles and products must be unused in their original packaging including shrink wrapping, and in the same condition as received.
Returns are accepted within 5 days of the delivery date.
Non-Returnable Items:
- Opened or used puzzles.
- Items damaged due to customer mishandling.
- Puzzles or products that have been removed from their original packaging including shrink wrap.
Return Process:
Contact us at Customer Service at caredesk@pepopuzzles.com to initiate the return process. Please provide your order number and a brief explanation of the reason for the return.
Once your return is approved, you will receive a Return Merchandise Authorization (RMA) number and instructions on how to proceed.
Customers are responsible for return shipping costs unless the return is due to an error on our part. We recommend using a trackable shipping service and purchasing shipping insurance to ensure the safe return of your item. Refunds will be processed once the returned item is received and inspected. Please allow 14 business days after we receive the return for the refund to be reflected in your account. Refunds will be credited to the original form of payment.
If you prefer an exchange, please specify the desired replacement item when initiating the return. Exchanges are subject to product availability and inspection of returned orders.
If you receive a damaged or defective puzzle, please contact us within 3 days of receiving the item. We will arrange for a replacement or refund, including return shipping costs. We may ask for a picture as part of our review.