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Order Help

Help with the ordering process, understanding item availability and more order-related questions can be found on this page. Use the links below to quickly skip to a section.

Item Availability and Status

PuzzleZoo.com only carries items we currently have at our warehouse. If you see it online, we have it here. There are instances where we might oversell and item. For more information on that, please see our Product Availability page.

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Updating or Deleting Items in Your Shopping Cart

To change the quantity of an item in your cart, simply type the number you'd like into the quantity box and then click "Update."

To delete an item, click "remove" or change its quantity to "0" and then click "Update."

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The Ordering Process

The order process begins when you've added items to and reviewed your Shopping Cart, then clicked the "Go to Checkout" button.

If you have not done so already, you will need to create a PuzzleZoo.com account, with a user name and password you choose yourself so that only you can access your personal information. You will also be asked to supply a shipping address, a billing address, and contact information. If you are a returning customer, you can sign in and this information will be saved for you.

A billing page will appear where you can enter coupons or gift certificates. You will be asked to choose a vlid payment method (See Payment Options below), then allowed to continue.

Finally a checkout page will display your cart contents and the information you provided. After reviewing it to make sure it is correct, when you are ready to make your purchase click the "Place Order" button to send us your order.

That's it. A confirmation page will be displayed containing your order number. You will also receive an e-mail from us confirming that the order was successfully received.

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Payment Options

We accept all major Credit Cards including Visa, Mastercard, American Express and Discover, as well as PayPal and Check/Money Order. You will be given the option of choosing your prefered method of payment during checkout.

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Instructions for Payment with Checks/Money Orders

While we prefer payment via Credit Card or PayPal, we also accept Checks (personal, business or cashier's) as well as Money Orders. When you choose check or money order during checkout, you will receive a comfirmation of your order which you must print and include with your payment. If the order confirmation printout is not included with your payment article, your order may be severly delayed. The mailing address for the check/money order is on the order confirmation detail page. Payment via check or money order must be received within 7 calendar days of the order placement or the order will be automatically cancelled. Unfortunately, we cannot hold products ordered via check or money order until the payment arrives, so there is a chance some of the items may sell out while your payment in in transit. In the even that any item is sold out, you will be contacted with the option of choosing another item or receiving a refund. Personal and business checks are held for 10 business days pending clearance by your bank. Cashier's checks and money orders are processed immediately and the order is typically shipped within 72 hours of receipt.

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Your Security

We take your security very seriously, and are committed to protecting your personal information. We use state-of-the-art Verisign SSL encryption in the transfer of all sensitive information and do not share this information with any other parties. We also ask for your credit card's security code when you change billing information. For more on our comittment to your personal secuity read our Privacy Policy.

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Sales Tax

We are required to charge the current sales tax rate for orders shipped to California addresses only. Orders shipped to any location outside of California will not be charged any sales tax.

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Entering U.S. Military Addresses

Please follow the below instructions for military overseas addresses to ensure the timely receipt of your order:

  1. Enter the recipient's full name and address in the relevant fields.
  2. Enter "APO" or "FPO" in the City field.
  3. Select "AE" in the State field if the recipient is stationed in Europe, Canada, Africa, or the Middle East. Select "AA" if the recipient is stationed in the Americas. Select "AP" if the recipient is stationed in Asia or the Pacific.

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Using Coupons & Gift Certificates

Coupons and Gift Certificate codes can be entered on the payment page (after you have verified your shipping and billing information) to ensure that all requirements have been met. The new total can then be viewed before you place the order.

If you are having trouble using a coupon or gift certificate code, place the order, then use our Orders Contact Form to have it applied.

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Order Processing Times

Orders received before 9:00am PST (Pacific Standard Time) Monday through Friday will be processed the same day. Orders received after 9:00am PST will be processed the next business day. (This means orders received Friday afternoon, or any time on Saturday or Sunday will be processed on Monday). All orders are shipped within 72 hours of processing.

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Gift Orders and Other Special Requests

While it is not currently an option in our checkout process, we will try to honor any special requests regarding the shipment of items to gift recipients. Please reply to your order confirmation email and indicate that your order is a gift. If we become aware of your request before your order processes, we can omit pricing from the packing slip and include a customized message from you.

Please note: Shipping destinations that require a customs declaration necessitate a description of the package contents on the customs label.

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Checking the Status of an Order

Immediately after ordering, your order confirmation page will display an order number you can reference to check on the status of the order. You can retrieve this number or check on the status of an order anytime by accessing the Recent Orders section of Your Account.

When your order has been processed and sent, it will also receive a UPS or USPS tracking number, depending on which carrier we chose to deliver your order. A UPS number can be used to track your order on the UPS web site. A USPS number can be used to track your order on the USPS web site. You can also find your tracking number and link to track your order directly by accessing the Recent Orders section of Your Account.

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Canceling an Order

To cancel a recently placed PuzzleZoo.com order, use our Orders Contact Form and select "Cancel Order" as the subject. Make sure you include the order number and your name. Upon receipt of the cancelation, you will receive confirmation from us that your order has been canceled and a refund will be issued.

Please note that in order to cancel your order, we must receive your cancelation prior to shipping the order (usually within 48 hours). We cannot cancel an order once it has been shipped. If we have already shipped an order which you wanted to cancel, simply return it to us upon receipt and the order will be treated as a standard return. For return instructions, see our Returns Help Page.

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