Shipping Policy

Updated: May 2026

We are a small puzzle studio based in Vancouver, Canada. Each order is packed with care before it makes its way to you.

Below you’ll find a simple overview of our shipping, duties, returns, and order changes.

Where We Ship

We currently ship within Canada, to the United States, and internationally to select countries.

If your location is not available at checkout, please feel free to email us at hello@thepuzzletheory.ca with the puzzles you’d like and your full shipping address. We’ll be happy to prepare a custom shipping quote for you.

Shipping Within Canada

We offer free shipping within Canada on orders of CAD 85 or more.

For smaller orders:

• CAD 9 to British Columbia and Alberta
• CAD 15 to all other provinces

Orders usually ship within 1–2 business days, Monday to Friday. Estimated delivery is typically 2–7 business days after dispatch.

All orders include tracking, and a tracking link will be sent to your email once your parcel is on its way.

Shipping to the United States

U.S. orders are shipped from our studio in Vancouver, Canada.

We currently offer a DDP shipping option for U.S. orders. This means applicable import duties and customs-related charges are calculated and collected at checkout, so your parcel can arrive without unexpected duty charges upon delivery.

Shipping details:

• Flat rate shipping: USD 20 per order
• Import duties are calculated separately at checkout (current estimated duty rate: 10%)
• Shipped with USPS Ground Advantage
• Estimated delivery: 4–6 business days after dispatch

PO Boxes are welcome, though delivery may take a little longer.

Shipping Internationally

International shipping rates are calculated at checkout based on your location and the number of puzzles in your order.

For international orders outside Canada and the United States, duties, taxes, or customs fees may apply upon arrival. These charges are set by your local customs office and are the responsibility of the customer.

Shipping details:

• Shipped with PostNL International Packet Tracked
• Estimated delivery: 4–11 business days after dispatch

Please kindly note that delivery times may vary depending on customs processing in the destination country.

Pre-order Items

If your order includes a pre-order item, the full order will be shipped together once the pre-order item is in stock.

If you’d like in-stock items to arrive sooner, please place a separate order or email us before placing your order.

Returns and Exchange

We accept returns on unopened puzzles within 30 days of delivery.

To request a return, please email us with your order number.

Please kindly note that return shipping costs are the responsibility of the customer. We recommend using tracked shipping for returns, as we’re unable to issue a refund for items that do not arrive back to us.

Refunds will be issued to the original payment method once we receive and inspect the returned item.

At this time, we’re unable to accept returns for opened puzzles unless there is a product issue.

Damages and Incorrect Items

We pack every order with care, but if your item arrives damaged or if you receive the wrong item, please email us within 3 days of delivery.

Please include your order number and a few clear photos of the package and item condition so we can look into it and help make things right.

For international orders, please note that we are unable to take responsibility for damage caused by customs inspection.

Cancellation and Order Changes

If you need to cancel or change your order, please email us as soon as possible.

If your order has not yet been packed or shipped, we’ll do our best to help.

Once an order has been packed, shipped, or is already in production for a pre-order item, we may not be able to make changes or cancel the order.

Still Have Questions?
We're here to help. Feel free to reach out to hello@thepuzzletheory.ca anytime.