We have a 30-day return policy, which means you have 30 days after receiving your puzzles to request a return.

If you place an order and change your mind, please contact us within 48 hours.

Typically orders are packed and picked within 2 days and once they are shipped we cannot cancel an order.

Simply contact us via email or the contact form at the bottom of this page and ask to cancel your order before it ships.

support@winstonpuzzles.com

For Defective Product Issues

Damaged or defective puzzles can always happen and we are here to help you make it right.

Please inspect your puzzles upon reception and contact us immediately if the item is defective or damaged so that we can evaluate the issue and make it right.

As with any return or exchange request simply contact us first with your order number and a detailed description of what is wrong with the item.

You may email us at

support@winstonpuzzles.com

We do ask that in your email you provide a photo of the defective item, your order number and a detailed description of the issue.

If an item is found to be defective we will not ask that you send it back to us.

The defective item may be disposed of and a replacement order will be placed for you free of charge.

 

Typically a replacement order will ship 2-3 days after we have received your photo of the defective item.

We will cover the cost of the replacement and new tracking will be provided.

 

 

For “Wrong Item Received” Issues

If you would like to request a return or exchange because the product is wrong please contact us via email at

support@winstonpuzzles.com

In your email include your order number and reason for the return request.

You have 30 days from the day your item is delivered to make this request.

Once we read your email a representative will provide additional instructions.

A representative will determine if the wrong item was a fulfillment error or customer error.

For wrong items sent due to fulfillment error we will provide you a label to download, you will not have to pay for a label. Take this package to USPS.

If the wrong item was purchased but the customer receives the item they ordered a free return label will not be provided.

Customer will be responsible to send the item back for an exchange or refund via USPS mail with tracking.

Items that are not defective must still be returned in new condition.

Our representative will provide the return center address via email.

We will not ship your replacement order until the wrong item is received back in our warehouse.

Your replacement order will ship within 3 business days of receiving your return to the warehouse.

A new tracking number of the replacement will be emailed to you.

If we do not receive your return within 30 days then the return request will be canceled and you will not be able to receive an exchange or refund.

We do not charge a restocking fee.

If you are simply returning the item and not exchanging it then a full refund including original shipping cost will be credited within 5 business days of receiving your item.

Credit will be issued to the original form of payment.

 

 For “Customer Remorse”

If you would like to request a return or exchange because you want a different item or simply do not want the item anymore please contact us via email at support@winstonpuzzles.com In your email include your order number and reason for the return request.

You have 30 days from the day your item is delivered to make this request.

Once we read your email a representative will provide additional instructions.

We will not provide a label if you want to return the item or exchange it for another unless the item was defective or the wrong item was sent.

It will be your responsibility to send the items back to our warehouse in new condition.

Our representative will provide you the return address via email.

We ask that all returns be sent back via USPS with tracking.

If we do not receive your return within 30 days then the return request will be canceled and you will not be able to receive an exchange or refund.

We do not charge a restocking fee.

If you are simply returning the item and not exchanging it then a full refund including original shipping cost will be credited within 5 business days of receiving your item.

Credit will be issued to the original form of payment.