Shipping Information

Australian Orders

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We dispatch orders directly from our Canberra warehouse. 

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Estimated delivery timeframes:

• Metro areas: approximately 2–5 business days

• Regional areas: approximately 4–8 business days

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Tracking information will be sent within 24 hours of dispatch.

Orders are shipped on business days only and are not dispatched on weekends or public holidays.

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Pre-Orders & Limited Releases

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From time to time, Puzzle Fox may release products on a pre-order basis due to high demand or limited-run production schedules.

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Estimated dispatch timeframes for pre-order items will be clearly stated on the product page at the time of purchase.

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Please note:

• Orders containing both in-stock and pre-order items may be shipped together once all items are available

• Dispatch dates are estimates only and may occasionally change due to manufacturing or freight delays outside our control

• By purchasing a pre-order item, you acknowledge and accept the stated estimated shipping timeframe

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If there are any significant delays, we will communicate updates via email.

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International Orders

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We ship worldwide.

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Estimated international delivery times:

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• Approximately 1–4 weeks depending on destination

International shipping costs are calculated at checkout.

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Please note:

 

• Delivery times may vary during launches, busy periods or promotional events

• Customers are responsible for any customs duties, import taxes or fees charged by their country

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Delivery Information

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All orders include tracking.

 

If Safe Drop is available through the selected carrier, parcels may be left in a secure location if nobody is available to receive the delivery.

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If the parcel cannot be safely delivered, the courier may leave a collection card or arrange redelivery.

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Shipping Delays

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While we aim to deliver within estimated timeframes, Puzzle Fox is not responsible for delays caused by:

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• Postal carrier disruptions

• Weather events

• Customs delays

• Public holidays

• High-volume periods

• Manufacturing delays

• Other circumstances outside our control

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We are a small business and some products may occasionally sell out faster than expected. 

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Returns & Refunds

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We want you to love your Puzzle Fox experience.

If your order arrives damaged, defective or incorrect, please contact us and we’ll do our best to make it right.

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Damaged or Incorrect Orders

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If your item arrives damaged or incorrect, please contact us within 7 days of delivery with:

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• Your order number

• Photos of the issue

• A brief explanation

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Depending on the situation, we may offer:

• A replacement

• Store credit

• A refund

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Change of Mind

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Due to the nature of our products, we do not offer refunds for change of mind on opened products.

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Requests for unopened items in original condition may be considered within 14 days of delivery at our discretion.

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Customers are responsible for return shipping costs unless the item is faulty or incorrect.

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Pre-Order Cancellations

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Pre-order purchases may be cancelled prior to dispatch by contacting our team.

Once a pre-order item has been dispatched, standard returns conditions apply.

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Non-Returnable Items

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The following items cannot be returned:

• Gift cards

• Opened puzzles

• Sale or clearance items

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Refund Processing

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Approved refunds will be returned to the original payment method.

Please allow several business days for your payment provider or bank to process the refund.

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Missing Pieces

If your puzzle is missing a piece, please contact us and we’ll do our best to assist.

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Contact Us

For all shipping, returns or support enquiries, please contact us through our Contact page.