Refund policy

At Puzzleviva, we strive to ensure every customer is 100% satisfied with their purchase. If you experience any issues with shipping or products, or if you feel frustrated for any reason, please email us at cs@puzzleviva.com, and our team will assist you right away.

Please make sure to fill in your complete and accurate address. Incomplete address information may result in your package being returned to us, or we may be unable to process your request in order to avoid unnecessary complications.

 

1. Order Cancellation

If you wish to cancel your order before it has been shipped, please contact us at cs@puzzleviva.com. For the fastest resolution, please include your order number in the email.

We accept order cancellations before the product has been shipped or produced. If the order is successfully canceled, you will receive a full refund.

Cancellation Timeframe:
Customers may cancel their order within 24 hours of placing it.

Order Processing Time:
Orders are typically processed within 2 business days after being placed and shipped on the following business day. Please note that we do not ship on weekends.

Once an order has been processed and shipped, cancellation is no longer possible.

 

2. Returns

We accept returns if you contact us via cs@puzzleviva.com within 30 days of receiving your order (according to the tracking information provided).

To be eligible for a return:

  • The item must be in the same condition as received — unused, unworn, with all original tags, and in the original packaging.
  • You must provide the receipt or proof of purchase.

When requesting a return, please include:

  • Your order number (beginning with “Puzzleviva”)
  • The name and email address used to place the order
  • The reason for return

If your return is approved, we will send you return instructions, including the return address and steps on how and where to send your package. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect. Items sent back without prior approval will not be accepted.

 

3. Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

 

4. Exceptions / Non-Returnable Items

Certain items cannot be returned, including but not limited to:

  • Perishable goods (such as food, flowers, or plants)
  • Custom or personalized products
  • DIY, handcrafted, hobby and craft products, including but not limited to DIY Book Nook Kits, Paint by Numbers Kits, Embroidery Kits, Wooden Puzzle Kits, and similar creative craft products
  • Personal care items (such as beauty products)
  • Hazardous materials, flammable liquids, or gases

We also cannot accept returns for sale items or gift cards.

Non-returnable items may still qualify for a replacement, partial refund, or other resolution if they arrive damaged, defective, or incorrect.

If you are unsure whether your item qualifies, please contact us before returning it.

 

5. Refunds

If you believe the product you purchased does not meet your expectations, you may request a refund under the following circumstances:

  • The product you received is completely non-functional.
  • You did not receive your product within 90 business days from the order date.

Please Note:

  • Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
  • If approved, your refund will be processed automatically to your original payment method within 10 business days.
  • It may take additional time for your bank or credit card provider to post the refund.

Shipping Costs:
You are responsible for the return shipping cost. Shipping fees are non-refundable. If a refund is approved, the cost of return shipping will be deducted from your refund.

Refunds will not be issued if:

  • The order did not arrive due to factors within your control (e.g., incorrect shipping address, not being available for delivery, failure to pick up the package).
  • The order did not arrive due to exceptional circumstances beyond our control (e.g., customs clearance delays, natural disasters, or the order marked as “delivered” but lost after delivery).

If you have further questions, please contact us at cs@puzzleviva.com.

 

Return Address

C/O 1175 Florence Columbus Road UNIT B (A12-A35)
Bordentown, NJ 08505
United States