At PuzzleZoo.com, your satisfaction is 100% guaranteed! That's why we offer hassle free returns. This means if you are unsatisfied with an item you order from us for any reason, you may return it for a full refund of the purchase price. To be eligible for a refund, the item must be returned in the condition in which it was received (i.e. packages must be unopened and undamaged.) You have 30 days (from its delivery date) to inspect and return the item to us. See below for more information on returning items.
Returns for Incorrect or Damaged Items
PuzzleZoo.com does our best to get your order right. However, we do, on occasion, make a mistake. If we have sent you the incorrect item (an item that was not on your confirmed order) or an item was sent damaged, we will replace it at our expense. Please note: PuzzleZoo.com considers a damaged item to be a product that is broken or has packaging that is damaged in some way. It does not include manufacturer errors, such as missing paint or packaging misprints, unless the error renders the product useless.
To return an item to us, please contact us first and describe the problem. We will respond, typically within 24 business hours, with instructions for an exchange or return. Be sure to include a copy of your invoice with the item(s).
When we receive your returned item we will refund its full purchase price or send you the replacement item within 24 business hours. You will not be responsible for the cost of shipping.
PuzzleZoo.com never ships products in a damaged box. If you receive package that shows noticable damage, and the contents inside are also damaged, please take pictures of the box and contents so that we may file a claim with the shipping company. Do not throw out the box as that is evidence in damage claims.
Returns for All Other Reasons
You don't have to have a reason to return an item to us. If you've changed your mind about an item for any reason, you have 30 days to return it to us. As long as the item is still in the condition in which it was sent (unopened and undamaged) we will be happy to accept it back.
To return an item to us, please contact us first and let us know why you are returning the item. We will respond, typically within 24 business hours, with instructions for an exchange or return. Be sure to include a copy of your invoice with the item(s). Store Pick-Up orders cannot be returned to the store where you received your item. If you need to return a Store Pick-Up Purchase, it must be returned to the PuzzleZoo warehouse in the condition is was sent.
Upon receipt of your item we will refund the full purchase price of your item(s) minus shipping via your original payment method, usually within 48 hours.
Returns for Kigurumi & Costume Apparel & Party Supplies
There are no returns on Kigurumi and Costume Items, as well as party supplies such as novelty birthday hats. For sizing guides on Kigurumi, click here. For sizing on costumes, please contact customer service.
Return Shipping Refunds
Except in cases of damaged or incorrect items, shipping and return shipping is non-refundable. If you return an item for a refund, your refund will be for the full amount of the purchase price of the item(s) only. Please note, our flat shipping rates are promotional. In the even that your actual shipping costs exceed the amount you were charged for shipping, you will be charged the balance of the cost of your shipment.
Exchanges or Store Credit
We don't offer an exchange system or "store credit" at PuzzleZoo.com. Unless you are returning the item for a direct replacement, you will be issued a refund. If you want another item, you can simply place another order.
When Your Refund will be Issued
Once your return reaches us and we have verified the contents, a credit will be issued to your credit card or PayPal account.
Returning an Item if you Lost Your Invoice
If you have lost your invoice, it's easy to print out a copy. Simply log into your account and select My Orders. Find the order you want to print up an invoice for and select View Order. You should see a link that reads: Invoices. Click that link and select Print Invoice.
Returning an Item that was Purchased in a Set
If one of the items in a set is incorrect or arrives damaged, you may either:
- a. return the entire set for a refund of the purchase price ... OR...
- b. return an incorrect or damaged item only for an replacement.
For more information or instructions for returns generally, see above.
If you wish to return one or more items in a set for any other reason, we will only accept the entire set. For more information or instructions for returns of this nature, see above.
Please note: We do not issue a refund for one or more individual items that were purchased as part of a set.
Other Questions About Returns
If you have any questions or concerns regarding our return policies, please feel free to contact us.