Return & Refund Policy

At Preschool Puzzle, we want every brain teaser and puzzle you receive to bring you joy and a satisfying challenge. If something's not quite right with your order, our 30-day return policy makes it easy to get things sorted.

30-Day Return Window

You can return any puzzle within 30 days of delivery. To qualify for a return, the puzzle must be unplayed, with all pieces and components intact, in its original packaging, and in resalable condition. Please have your order confirmation email or packing slip ready as proof of purchase.

Quality Craftsmanship Guarantee

Every brain teaser we sell is crafted from carefully selected materials — real wood, polished metal, precision-cut bamboo, or durable rope. If your puzzle arrives with a manufacturing defect such as rough edges, misaligned joints, missing interlocking pieces, or a finish that doesn't match the product description, we'll cover return shipping and send you a flawless replacement or issue a full refund. No puzzle left unsolved.

How to Start a Return

Get in touch with our puzzle support team via our contact page or by phone at +1 (519) 742-8314. Have your order number ready.
We'll issue a Return Merchandise Authorization (RMA) number and provide detailed shipping instructions.
Repack the puzzle securely in its original box. Wooden and metal brain teasers can be delicate — please use padding to prevent shifting during transit.
Ship using a trackable method and include the RMA number on or inside the package.

Refund Processing

Once we receive your returned puzzle and verify that all pieces are present and the item is in unused condition, we'll process your refund within 5–10 business days. Refunds are issued to the original payment method.

Credit/debit card: Refund appears on your statement within 5–10 business days, depending on your bank.
PayPal: Refund is credited to your PayPal account within 3–5 business days.

Original shipping costs are non-refundable unless the return is due to our error or a defective product.

Exchanges

Ordered a puzzle that's too easy — or too hard? Want to swap a wooden brain teaser for a metal one? Get in touch with us within 30 days of delivery and we'll arrange an exchange. If the replacement puzzle has a different price, we'll charge or refund the difference accordingly.

Damaged or Defective Puzzles

Handcrafted puzzles travel a long way to reach you, and occasionally transit can be rough. If your brain teaser arrives cracked, chipped, with missing pieces, or otherwise damaged, please contact us within 48 hours of delivery. Include the following:

Your order number
A description of the damage or defect
Photos clearly showing the issue (close-ups of cracks, missing components, or damaged packaging)

We'll send a free replacement or issue a full refund, including return shipping costs. You shouldn't have to puzzle over a broken puzzle.

Non-Returnable Items

For quality assurance reasons, puzzles that show clear signs of use — such as worn wood surfaces, bent metal components, stretched rope elements, or missing pieces due to play — can't be returned unless they arrived defective. Opened packaging is accepted as long as the puzzle itself hasn't been used.

Late or Missing Refunds

If you haven't received your refund within 10 business days of our confirmation email, please check with your bank or payment provider first — processing times vary. If you still haven't received your refund, contact us and we'll look into it right away.

Contact Us

Preschool Puzzle Puzzle Support
85 King Street West Unit 4, Kitchener, ON, N2G 1A7, Canada
Phone: +1 (519) 742-8314
Contact Form

Last updated: February 2026