Shipping and Refund Policy
This policy applies to books sold by Puzzletivity. Our online shop is not open yet; this policy will apply to orders once it opens.
How Our Books Are Made
Every Puzzletivity book is printed on demand. We do not keep finished books in stock. When you place an order, your copy is printed and bound by a print partner and then shipped to you.
Production and Shipping Times
- Production: your book enters the print queue within 1 to 2 days of your order, and printing typically takes 3 to 5 business days. Holiday seasons can add a few days.
- Shipping: after production, delivery time depends on your location within the United States. Standard shipping is the only option at checkout.
- Holiday season: production and delivery can take longer from November through December, when printers and carriers are busiest. If you are buying a gift, please order early.
- Shipping confirmation: our print partner may send a shipping confirmation by email when your order ships. We cannot promise a tracking number.
These times are estimates, not guarantees. Carrier delays are outside our control, but if your order seems late, write to us and we will look into it.
Where We Ship
At launch we plan to ship to addresses in the United States. If we add other countries, this page will be updated first.
Damaged, Defective, or Misprinted Books
If your book arrives damaged, has missing or misprinted pages, or is not what you ordered, we will replace it at no cost to you, including shipping. Email [email protected] within 30 days of delivery with the email address you used at checkout and a photo of the problem. You do not need to return the damaged copy.
Returns and Refunds
Because each copy is made to order, we cannot restock returned books, so returns are handled case by case. If you are unhappy with your purchase for any reason, email us within 30 days of delivery. We will review your request and work out a fair solution with you, which may be a replacement, a partial refund, or a full refund.
Approved refunds go back to your original payment method. Your bank or card issuer controls when the credit appears, which is usually within 5 to 10 business days of our approval.
Cancelling an Order
Because printing begins soon after an order is placed, an order can be cancelled only if it has not yet gone into production. Email us as soon as possible with the email address you used at checkout and we will tell you whether it can still be stopped.
Personalized Books (Made to Order)
Personalized books, such as the Personalized Construction Activity & Coloring Book, are built for the name or names you enter. This section applies to them, and where it differs from “Cancelling an order” above, this section is the one that applies to a personalized book. Everything else on this page still applies.
- Change the name or cancel within 12 hours. You can change a name or cancel your order for a full refund within 12 hours of placing your order. Email [email protected] with the email address you used at checkout and, for a name change, the corrected spelling. On a gift pack you can change any name, or cancel the whole order.
- Check the spelling before you pay. Checkout asks you to confirm that each name is spelled exactly as it should be printed, and we print it exactly as entered. A book printed exactly as entered and confirmed is not a misprint.
- After 12 hours. Your book may already be queued to print and we may not be able to stop it. Email us anyway and we will tell you what is possible. We cannot promise a refund or a change after the 12 hours for a name that was printed as entered.
- Misprints and our errors. If a personalized book arrives damaged, misprinted, or with a name that does not match what was entered, we will reprint it at no cost or refund you. Email us within 30 days of delivery with the email address you used at checkout and a photo. You do not need to return the book.
- Timing. Allow up to about 2 to 3 weeks from order to delivery, which includes the 12-hour change window, building and printing your book, and mail time. Personalized books ship by tracked mail to addresses in the United States only. Our print partner may send a shipping confirmation by email; we cannot promise a tracking email. These times are estimates, not guarantees, and we cannot promise a delivery date.
- Names we look at first. We turn away a small set of words. A small number of names are also checked by a person before printing, which can add a few hours before your book goes to print. If we need to ask you about a name, we will email you.
- Refunds. Approved refunds go back to your original payment method, as described under “Returns and refunds” above.
How we handle the names you enter is described in our Privacy Policy.
Wrong Address
Please check your shipping address before you pay. If a package is returned to us because of an incorrect address, we can reship it once the shipping cost is covered. Contact us and we will help sort it out.
Contact
Puzzletivity
Email: [email protected]