Shipping and Return Policy

Shipping Policy

Updated: October 2025

We hand-pack every order in our small Vancouver studio. Below is a quick overview of our shipping, delivery, duties, and return policy.

 

Where We Ship

We love seeing our puzzles travel across borders and find their way to more people — bringing little moments of joy along the way. We currently ship within Canada and internationally to select countries.

*If you're located elsewhere, you're still very welcome to place an order—please email us at hello@thepuzzletheory.com with the puzzles you'd like and your full shipping address. We'll reply within one business day with a custom shipping quote, estimated duties/taxes, and a secure payment link.

 

Shipping Within Canada

  • Free shipping 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–Friday)

  • Delivery typically takes 2–7 business days

  • A tracking link will be sent to your email once the parcel is dispatched

 

Shipping to the United States

Due to recent changes in U.S. tariff regulations, we’ve transitioned to a DDP (Delivered Duty Paid) shipping model for all U.S. orders.

This means that all import duties and customs clearance fees are now covered upfront, so your package will arrive with no unexpected charges upon delivery.

We understand shipping details aren’t the most exciting thing to read, but we want to be open with you. The current tariffs on puzzles manufactured in China are quite high, and while this brings its challenges, we’ve done our best to absorb as much of the cost as possible.

Our hope is simple — that our puzzles can continue to cross borders and find their way to fellow puzzlers, bringing moments of calm and connection, without too much fuss in between.

Shipping details:

  • Flat rate DDP shipping: USD 28 per order

  • Shipped with USPS Ground Advantage

  • Estimated delivery: 4–6 business days after dispatch

We ship from our studio in Vancouver, Canada. PO Boxes are welcome — delivery may take just a little longer.

 

Shipping Internationally

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

Normal taxes and duties may apply for international orders. Please kindly note that duties and taxes will be collected upon package arrival by your local customs office.

Shipping details:

  • Shipped with PostNL International Packet Tracked

  • Estimated delivery: 4–11 business days after dispatch

 

Local Pickup

If you're in Vancouver, you're welcome to pick up your order in person.
Select LOCAL PICKUP at checkout and we’ll contact you to arrange a time.

Pickup location:
5733 Alberta Street, Vancouver, BC

 

Returns and Exchange

Unopened puzzles may be returned within 30 days of delivery.

To request a return:

  • Email hello@thepuzzletheory.com with your order number

  • Return shipping costs are the responsibility of the customer

  • Items must arrive in their original condition and packaging

  • Refunds are issued to the original payment method after we receive and inspect the return

 

Pre-order Items

Orders that include a preorder item will be shipped together once the preorder item arrives.

 

Cancellation and Order Changes

If your order hasn't shipped yet, we’re happy to help with changes or cancellations.
Please email hello@thepuzzletheory.com with your order number as soon as possible. Once your parcel has shipped, we’re unable to make changes.

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