FAQ

Frequently Asked Questions

1. What materials are your puzzles made from?

Our puzzles are crafted from premium HDF (High-Density Fiberboard), known for its exceptional durability and smooth finish. The material is 2.8mm thick, ensuring a sturdy, long-lasting puzzle experience. Unlike fragile plywood alternatives, our sustainably sourced HDF puzzles are safe, robust, and perfect for all ages.

2. How long will it take for my order to be processed?

We process orders within 2-3 business days, excluding weekends and public holidays. Once your order is shipped, you’ll receive a notification email with tracking details.

3. What are the shipping costs?

  • Free Shipping: Enjoy free shipping on orders over $100 within most areas of Australia.
  • Additional Fees: For remote or rural areas, delivery companies may charge extra fees. We’ll notify you if this applies to your order.

4. Do you ship internationally?

Currently, we focus on shipping within Australia. If you’re outside of Australia and interested in our puzzles, please contact us to discuss potential options.

5. What should I do if my order is delayed?

High order volumes or issues with postal services may occasionally cause delays beyond our control. If your order hasn’t arrived within the expected timeframe, please reach out to us, and we’ll help resolve the issue as quickly as possible.

6. Can I return or exchange my puzzle?

We want you to love your purchase! If you’re not satisfied with your puzzle, please contact our customer service team within 14 days of receiving your order. Returns are subject to our policy, and items must be in their original condition.

7. How do I care for my Timber Puzzle?

To keep your puzzle in excellent condition:

  • Store it in a dry place.
  • Avoid exposing it to moisture or direct sunlight.
  • Gently wipe with a dry cloth if needed.

8. Can I customize a puzzle?

No, unfortunately we can not offer customization options.

9. What payment methods do you accept?

We accept major credit cards, PayPal, and other secure payment options at checkout. All transactions are processed through trusted payment gateways to ensure your information is safe.

10. How do I track my order?

Once your order is shipped, you’ll receive a tracking number via email. Use this number to follow your parcel’s journey to your doorstep.