FAQ
QUESTIONS, answered.
Everything you'd want to know before you click "add to cart" — shipping, missing pieces, gift cards, escape rooms, the lot. Can't find it? Ask the fox.
01. ORDERS & PAYMENT
WHICH PAYMENT METHODS DO YOU ACCEPT?
Visa, Mastercard, Amex, PayPal, Apple Pay and Google Pay. All processed through our secure stripe checkout.
CAN I CHANGE OR CANCEL MY ORDER?
Yes, within 2 hours of placing it. After that your order is in our pick queue.
DO YOU TAKE PRE-ORDERS?
Yes, pre-orders will often ship 2-3 weeks after launch in batch order. The exact shipping timeline will be clearly displayed on the product page. You'll get a tracking number the day yours leaves the warehouse.
DO YOU OFFER WHOLESALE OR BULK PRICING?
We do, for cafés, bookshops, escape rooms, and educators.
Minimum order 12 puzzles.
02. SHIPPING & DELIVERY
HOW MUCH DOES THE SHIPPING COST?
Shipping on all orders will be calculated at checkout. Please refer to our shipping policy for information relating to dispatch times.
DO YOU SHIP INTERNATIONALLY?
Yes. Refer to our shipping policy for further information on dispatch times.
MY PACKAGE IS DELAYED. WHAT DO I DO?
Our shipping partners are pretty good, but life happens. If your puzzle is more than 5 business days past its estimate, email us and we'll chase it.
03. GIFT CARDS
HOW DO GIFT CARDS WORK?
Choose an amount ($25, $50, $75, $100, or custom), write a message. Recipient gets an email with a redemption code. Use it on anything — puzzles or escape rooms when they open.
DO THEY EXPIRE?
3 years from purchase, as required by AU law.
04. ESCAPE ROOMS
WHEN ARE THE ESCAPE ROOMS OPENING?
We are excited to launch our escape rooms in our flagship venue in Canberra. Join our mailing list to be the first to know when they open.
WILL THE ESCAPE ROOM STORY CONNECT TO THE PUZZLES?
Yes, the same world, the same fox. Every puzzle you've completed is a hint to what's to come.
05. RETURNS & MISSING PIECES
WHAT'S YOUR RETURN POLICY?
We accept returns for unopened items within 14 days of delivery. Opened puzzles cannot be returned unless they are damaged or faulty.
DO YOU OFFER REFUNDS ON PRE-ORDERS?
Yes, pre-orders can be cancelled anytime before dispatch. Once shipped, standard returns conditions apply.