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How to Start a Return or Exchange

Initiate all returns and exchanges through our self-service portal.

Return Window

• Returns and exchanges are accepted within 90 days from the date of delivery.

Return Outcomes

• Refund to original payment method
  • Available when your return is initiated within 30 days from the date of delivery.
  • Processed within 5 business days after your return is delivered to our facility.
  • Your bank or payment provider may take up to 7 business days to post the credit.
• Store credit
  • Instantly redeemable and does not expire.
  • Issued once the return tracking shows a pick-up scan.
• Exchange
  • Processed once the return tracking shows a pick-up scan.

Packaging & Condition Requirements

• You are responsible for securely packaging your return to prevent damage in transit.
• All original product packaging and accessories must be included.
• Returns missing packaging and/or accessories may be subject to a restocking fee.

Restocking Fee

A 20% restocking fee may be applied at our discretion for any of the following:

• Missing or damaged product packaging
• Missing or damaged product accessories
• Popped puzzles (no broken pieces; item is fully functional after reassembly)
• Signs of heavy use, including but not limited to dirty puzzles, drop damage or other user error, chipped or peeling stickers

Gift Returns

• Eligible for store credit or an exchange.
• Cash refunds cannot be re-routed to another card or bank account.

Return Exclusions

• Products that arrive damaged or contain manufacturer defects are eligible for replacement and are not governed by policy exclusions.
• Items marked as final sale, made to order, or otherwise noted as non-returnable in the product description (commonly apparel and lifestyle products)
• Customized products
• Mystery products
• Services including setups, coatings, and sticker applications

Inspection & Processing

• We verify the condition of all returns within 5 business days after delivery to our facility.
• Returns must meet the Packaging & Condition Requirements. If they don’t, we’ll either (a) return the item to you at your expense or (b) process the return minus the applicable 20% restocking fee per our Restocking Fee policy.
• If our inspection differs from the selected return reason, we may adjust the outcome and any postage/restocking fees accordingly and email a summary of the findings.

Terms & Conditions

• Returns without a valid Return Merchandise Authorization (RMA) will be refused and returned at your expense.
• If returned items do not match the items listed on the RMA, the return will be refused and returned at your expense.
• If an incorrect or inapplicable return reason is selected, postage and restocking fees may be applied at our discretion.
• We reserve the right to refuse returns and to limit or block service to accounts where we believe the return policy is being abused.

Refunds (How Funds Are Issued)

• Definition: “Refund” means funds returned to the original payment method or issued as store credit.
• Return shipping: If the return reason is for an error beyond the customer’s control (e.g., wrong item, damaged on arrival, manufacturer defect), we cover return shipping. For other reasons (e.g., changed mind, not as expected), return shipping may be deducted from your refund if we provide a prepaid label.
• Return to Sender (RTS):
  • If a package is returned to sender, refunds are issued for the product value and applicable taxes only (postage excluded).
  • If the package is returned for reasons beyond the customer’s control (e.g., border closures, carrier/postage issues, damaged/illegible label), a full refund will be processed.
• Deductions: Restocking fees (see Restocking Fee) and any missing/damaged components may be deducted from the refund.
• Out-of-stock replacements: If a defective/damaged item cannot be replaced, we will issue a refund (as defined above).
• Partial refunds: If only part of a bundle/kit is returned, the refund amount reflects the discounted bundle pricing.
• Currency: Refunds are processed in the original order currency and amount paid (less any deductions). Exchange-rate differences are not covered.
• Chargebacks: If a chargeback is filed while a return is in progress, processing pauses until the dispute is resolved.
• Order cancellations: A 20% cancellation fee may be applied, at our discretion, to limited edition, final sale, made-to-order, or customized products.