Frequently Asked Questions

When is my order arriving?
Canada
Western Canada: about 1-4 business days estimated
Eastern Canada: about 2-11 business days estimated

USA
USA Priority Mail: about 1-3 business days estimated
USA Xpresspost Mail: about 2-5 business days estimated
USA Expedited Mail: about 4-7 business days estimated
USA Tracked Packet: about 5-10 business days estimated
USA Airmail: about 5-10 business days estimated

International
International Priority Worldwide: about 2-5 business days estimated
International Xpresspost Worldwide: about 4-8 business days estimated
International Tracked Packet Worldwide: about 7-11 business days estimated
International Parcel Air: about 7-11 business days estimated
International Air Mail: about 7-11 business days estimated
International Parcel Surface: about 20-60 business days estimated
International Surface Mail: about 20-60 business days estimated (this is not a misprint, it takes a long time for surface mail)

Can I get a solution for this puzzle?
Most of our solutions are on https://www.puzzlemaster.ca/solutions/ . Let us know if you can’t see the one you want and we will try to get it for you.

Have you shipped out my order yet?
We ship out the orders on the same day if before 3pm CST and the next day if after that time.  Unless you order on Friday (after 3pm CST) to Sunday, these orders will go out on Monday/Tuesday.  Estimated shipping times are if order is shipped out that same day.

My puzzle is defective, can I return it?
Please contact us about any defective puzzle and we will try to help you.  If the puzzle is defective we can reship it, if we have it in stock, or send you a refund / gift certificate. 

When will this puzzle return to your site?
There is a Notify me section on each puzzle page.  Place your email address on the line and click Notify Me to get a notification when the item will be back in stock.

What countries do you ship to?
We ship out our products worldwide.  You can find out if your country is available by adding an item to the cart and then clicking on the shopping cart button at the top of the screen.  Select your country and, if needed your postal code or zip code.

What is your return policy?
1. How to Return an Item

Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 30 days of your purchase.

    a. Please email [email protected] to request approval for the refund.

    b. Mail your returned item to:

    Puzzle Master
    832A Cynthia Street
    Saskatoon, SK S7L 5Z7
    Canada

    c. Include in your package a letter stating the reason for your return and the original receipt.

2. Return Exceptions

Items can not be returned if they are opened.

Merchandise that has been worn, used, or altered will not be accepted for return or exchange.

We do not refund the original shipping and handling that you paid on the order.

3. Exchanges

Not allowed.