SHIPPING AND RETURNS | Puzzle Fox
top of page

Shipping & Returns

Shipping Information
Australian Orders
​
We dispatch orders directly from our Canberra warehouse. 
​
Estimated delivery timeframes:

  • Metro areas: approximately 2–5 business days

  • Regional areas: approximately 4–8 business days

​
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.
​
 
Pre-Orders & Limited Releases
​
From time to time, Puzzle Fox may release products on a pre-order basis due to high demand or limited-run production schedules.
​
Estimated dispatch timeframes for pre-order items will be clearly stated on the product page at the time of purchase.
​
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

​
If there are any significant delays, we will communicate updates via email.
​
International Orders
​
We ship worldwide.
​
Estimated international delivery times:
​

  • Approximately 1–4 weeks depending on destination

International shipping costs are calculated at checkout.
​
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

​
Delivery Information
​
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.
​
If the parcel cannot be safely delivered, the courier may leave a collection card or arrange redelivery.
​
Shipping Delays
​
While we aim to deliver within estimated timeframes, Puzzle Fox is not responsible for delays caused by:
​

  • Postal carrier disruptions

  • Weather events

  • Customs delays

  • Public holidays

  • High-volume periods

  • Manufacturing delays

  • Other circumstances outside our control

​
We are a small business and some products may occasionally sell out faster than expected. 
​
​
Returns & Refunds
​
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.
​
Damaged or Incorrect Orders
​
If your item arrives damaged or incorrect, please contact us within 7 days of delivery with:
​

  • Your order number

  • Photos of the issue

  • A brief explanation

​
Depending on the situation, we may offer:

  • A replacement

  • Store credit

  • A refund

​
Change of Mind
​
Due to the nature of our products, we do not offer refunds for change of mind on opened products.
​​
Requests for unopened items in original condition may be considered within 14 days of delivery at our discretion.
​
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
​
Pre-Order Cancellations
​
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.
​
Non-Returnable Items
​
The following items cannot be returned:

  • Gift cards

  • Opened puzzles

  • Sale or clearance items

​
Refund Processing
​
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.
​
Missing Pieces
If your puzzle is missing a piece, please contact us and we’ll do our best to assist.
​
Contact Us
For all shipping, returns or support enquiries, please contact us through our Contact page.

bottom of page