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 is not quite right with your order, our 30-day return policy makes it easy to get things sorted.

30-Day Return Window

You may 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 does not match the product description, we will cover return shipping and send you a flawless replacement or issue a full refund. No puzzle left unsolved.

How to Start a Return

Contact our puzzle support team via our contact page or by phone at +65 6762 4183. Have your order number ready.
We will 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 will 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 is too easy — or too hard? Want to swap a wooden brain teaser for a metal one? Contact us within 30 days of delivery and we will arrange an exchange. If the replacement puzzle has a different price, we will 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 will send a free replacement or issue a full refund, including return shipping costs. You should not 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 — cannot be returned unless they arrived defective. Opened packaging is accepted as long as the puzzle itself has not been used.

Late or Missing Refunds

If you have not 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 have not received your refund, contact us and we will investigate promptly.

Contact Us

Preschool Puzzle Support
18 Boon Lay Way Tradehub 21, Singapore, West Region, 609966, Singapore
Phone: +65 6762 4183
Contact Form

Last updated: February 2026