Refund policy

Satisfaction Policy

At Puzzles That Rock, we want you to love your puzzle. We take great pride in the quality of our products and are committed to providing an exceptional experience from the moment your order arrives.

If you have a question or concern about your purchase, please contact us at team@puzzlesthatrock.com. Our team is happy to help and will work with you to find the best solution whenever possible.

Retail Returns

This return policy applies to retail purchases only. Custom puzzle orders and wholesale orders are not eligible for return.

Retail items may be returned within 14 days of delivery provided they meet all of the following conditions:

  • The item is factory sealed, unopened, unused, and in new, resalable condition.
  • The original packaging is intact and undamaged.
  • A Return Authorization (RA) has been issued by our team before the item is returned.

Returns received without a Return Authorization may be refused.

Return Shipping

Customers are responsible for the cost of return shipping to our fulfillment center. We recommend using a trackable shipping service, as we cannot be responsible for returns that are lost or damaged during transit.

Refunds

Once your return has been received and inspected, approved refunds will be issued to the original method of payment.

Please note:

  • Original shipping charges are non-refundable.
  • A $4.00 restocking fee will be deducted from each approved return.
  • Refunds are issued only for items received factory sealed, unopened, unused, and in resalable condition.

How to Request a Return

To request a Return Authorization, please email team@puzzlesthatrock.com with your order number and the reason for your return. If your return is approved, we will provide your Return Authorization and return instructions.

Non-Returnable Items

The following items are not eligible for return:

  • Opened, unsealed, or used puzzles
  • Custom puzzle orders
  • Wholesale orders

Our Commitment

Your satisfaction matters to us. If your order arrives damaged, contains a manufacturing defect, or you experience another issue with your purchase, please contact us as soon as possible. We will review your situation and work with you to provide an appropriate resolution.