Shipping policy
Shipping Policy
At Wimberley Puzzle Company, we believe every order is the start of an exciting journey. As each puzzle tells a story, we want to ensure your adventure begins the moment you place your order with us. Please read through our shipping policy to know what to expect as we craft and deliver your unique, made-to-order puzzles.
1. General Information
Every puzzle we create is made to order, ensuring the highest quality and attention to detail. Our typical creation time is 48-72 hours, but this may vary depending on factors like the time of year or recent media coverage. Rest assured, we strive to get your product ready as quickly as possible. You'll receive email updates as your order progresses, and you can check your order status here.
2. Shipping Costs
Most of our items have shipping costs included in the price, so you can focus on the excitement of your purchase without worrying about additional fees. For certain special promotions or bulk orders, there may be a shipping fee which will be clearly displayed at checkout.
3. Returns
3.1 Return Due to Change of Mind
If you wish to return an item due to a change of mind, please contact us within 30 days of receiving your item. Returns must be unused, in original packaging, and in resellable condition. Return shipping costs are the responsibility of the customer. Refunds will be processed as store credit. We will notify you via email once your return has been received and processed.
3.2 Warranty Returns
We honor valid warranty claims within 90 days of receipt. Customers must pre-pay return shipping, which we will reimburse upon a successful claim. Once received, we will process your claim within 7 days and offer a refund to your payment method, store credit, or a replacement item.
4. Delivery Terms
4.1 Domestic Transit Time
Domestic shipments typically transit within 1-4 days.
4.2 International Transit Time
International shipments usually take 4-22 days, depending on the courier. Specific estimates are provided at checkout.
4.3 Dispatch Time
Orders are generally dispatched within 3-5 business days of payment. Our puzzle workshop operates Monday through Sunday, excluding national holidays. We strive to minimize shipment delays during these times.
4.4 Change of Delivery Address
You can change your delivery address anytime before dispatch by contacting us.
4.5 P.O. Box Shipping
We ship to P.O. boxes using postal services only. Courier services are not available for these addresses.
4.6 Military Address Shipping
We ship to military addresses via USPS only.
4.7 Items Out of Stock
If an item is out of stock, we will hold your order until the item is available. Existing items will be reserved.
4.8 Delivery Time Exceeded
If your delivery time exceeds the estimated timeframe, please contact us so we can investigate.
5. Tracking Notifications
Once dispatched, you will receive a tracking link to follow your shipment's progress.
6. Parcels Damaged in Transit
If your parcel is damaged in transit, please reject it if possible and contact our customer service. If the parcel was delivered without your presence, please contact us for the next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax is included in the price at checkout where applicable.
7.2 Import Duties & Taxes
International shipments may incur import duties and taxes upon arrival. These vary by country, and customers are encouraged to be aware of potential costs. If you refuse to pay these charges, the goods will be returned to us at your expense, and you will be refunded the value of the goods minus return shipping costs.
8. Cancellations
You may cancel your order anytime before it is dispatched. If the order has already been dispatched, please refer to our refund policy.
9. Insurance
All parcels are insured for loss and damage up to the value stated by the courier.
9.1 Process for Parcel Damaged in Transit
We will process a refund or replacement once the courier's investigation is complete.
9.2 Process for Parcel Lost in Transit
We will process a refund or replacement once the courier deems the parcel lost.
10. Customer Service
For any inquiries, please email us at jb@wimberleypuzzlecompany.com.