Shipping policy

Shipping Policy

By placing an order with PuzzleNest, you agree to the terms of this Shipping Policy, our Return & Refund Policy, and our Terms of Service.

Free Tracked Shipping
Shipping is free on every order within the United States. Because no shipping fee is charged, there is no shipping cost to refund.

Processing Time
Orders are processed and prepared for shipment within 1-4 business days (Monday to Friday, excluding holidays). During holidays and promotions, processing can take a little longer.

Delivery Time
Once shipped, delivery typically takes 7-15 business days. Remote areas can take up to 20 business days. Delivery times are estimates provided by the carrier and are not guaranteed. Delays caused by carriers, weather, holidays, or other events outside our control are not grounds for cancellation, a refund, or a chargeback once your order has shipped.

If We Can't Ship on Time
If your order cannot ship within the processing time stated above, we will email you with an updated ship date and give you the option to cancel for a full refund.

Order Tracking
You'll receive a shipping confirmation email with tracking as soon as your order ships. Tracking can take 3-5 business days to show its first update, and it may not update every day while in transit. A pause in tracking updates does not mean your package is lost.

Order Changes and Cancellations
Need to change your address or cancel? Email getpuzzlenest@gmail.com within 12 hours of placing your order. After 12 hours, your order may already be in processing and cannot be changed or canceled. Once shipped, an order cannot be canceled and is covered by our Return & Refund Policy instead.

Shipping Address
Please double check your address at checkout. We ship to the address you enter and are not responsible for orders delivered to an incorrect or incomplete address provided by the customer. If a package is returned to us because of an address error, it can be reshipped once the customer covers the cost of reshipping.

Delivered Packages
An order is considered delivered when carrier tracking shows it was delivered to the address entered at checkout. Once delivered, the package is the customer's responsibility. We are not responsible for packages that are stolen, misplaced, or left in a location chosen by the carrier after delivery.

Package Marked Delivered but Not Received
Please check around your property, with neighbors, and with anyone in your household first. If you still can't find it, contact us within 7 days of the delivery date and we will open a claim with the carrier. Carrier investigations can take up to 21 days, and no replacement or refund is issued while an investigation is open.

Lost in Transit
If your tracking shows no movement for 20 business days, contact us and we will work with the carrier. If the carrier confirms the package is lost, we will send a replacement at no cost to you.

Damaged in Transit
Please inspect your PuzzleNest when it arrives. Any shipping damage must be reported within 48 hours of delivery, with clear photos and a short video of the outer box, the shipping label, and the damaged part. In most cases we'll send a free replacement part, or a replacement table if needed. Damage reported after 48 hours, or without photos, cannot be verified and may not be covered.

Where We Ship
We currently ship within the United States only.

Resolve Issues With Us First
Every shipping issue is resolved fastest by contacting us directly. Please email getpuzzlenest@gmail.com before opening a dispute with your bank or card issuer. We respond within 1-2 business days and will work with you to make it right.

Questions?
Email us any time at getpuzzlenest@gmail.com.