FAQs

Shipping and Returns

Customer satisfaction is our top priority! We go the extra mile to ensure your happiness with our products and services.

We understand that sometimes things go wrong: If you purchased the wrong item, let us know within 14 days of your order, and we will exchange the item/s for you. This applies to US orders only.

Missing Piece: Oh no…! Ensure you have looked everywhere for it; if you still have not found the piece, please contact us within 14 days of purchase/receiving your puzzle. Take a photo of the finished puzzle and email us at team.cocoapuzzles@gmail.com. We will mail you the missing piece so you can complete your masterpiece. There are no additional shipping charges. Applies to both US and Canada orders.

Manufacturer Defect: Our puzzles come sealed. We take great care in the contents inside, but if for any reason you receive your puzzle & it is defective, please contact us within 14 days of purchase/receiving your puzzle. Take a photo of the contents and email us at team.cocoapuzzles@gmail.com so that we can evaluate the issue and make it right. What qualifies as a defect? 1. Obscured images or misprint on the puzzle or poster image 2. Wrong puzzle! right box. Damage boxes do not apply as we make every effort to package your items securely. There are no additional shipping charges. Applies to both US and Canada orders.

Just want to return: We accept returns on unopened puzzles. Each order will have a return label; save it! For returns on merch or specialty items, please contact us within 14 days of your order. (Funds will be refunded to you within 7 business days of your request.) This applies to US orders only.

Lost or Stolen Packages: Please ensure to enter the correct shipping address at checkout. If the package has been tracked as delivered by the courier. We are unable to send any replacements or carry the obligation for lost or stolen packages. Please contact your courier services.

Import Fees: We are not responsible for any additional import fees on international orders, Canada included.

How Long Does My Order Take to Process: All orders are processed within 2-3 days of purchase. We make every effort to expedite your delivery, but if, for any reason, you need your order processed sooner, please contact us.

What Shipping Carries are used: We ship primarily USPS and UPS.

Shipping: At this time, we only offer shipping to the US and Canada on regular orders. Should you have a special order request to a country that is not listed, please e-mail us.

Wholesale Orders: Wholesale orders are shipped worldwide. Shipping is calculated based on destination and weight. To get started with a wholesale order, click here.

As a small business, we are still growing and learning. We consistently make changes to improve our efficiency and customer service experience. Please check back for future updates on our policies.

Thank you.

If you have More Questions, Contact Us HERE.