FREQUENTLY ASKED QUESTIONS

If your question isn't answered below, please get in touch!

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STORE POLICY

Our Policies

Returns Policy


As our puzzles are made to order unfortunately we cannot accept returns unless it is a faulty product, at which time we reserve the right to replace or repair a puzzle or product. Please be aware that due to the nature of wood being a natural product, wood tone and wood grain can differ between each product. As our products are hand crafted and hand painted no puzzle will be the exact same as another. Colours may appear different across different monitors due to colour reproduction and colour calibration.




Turn Around Times


Covid19 has caused many material shortages and shipping delays. Jo will do her best to ensure puzzles and made and shipped as fast as possible but please be patient. There may be delays that are outside of her control. If you need your puzzle for by a certain date, please contact Jo before ordering to check if this can be done and place a note of the date required at checkout. The current estimated turn around is 6-8 weeks. If you are waiting on an order for Christmas, please allow extra time for shipping delays due to the pandemic.




Shipping Policy


Shipping is available all over New Zealand and cost is dependant on urban or rural delivery. Within New Zealand this can take up to 7 working days once you're puzzle has been made due to postal service turn around times. Please allow more time for rural addresses and areas affected by covid restrictions. Overnight delivery is available at an additional cost.

Please get in touch regarding a quote for international shipping.




Tracking My Order


Once your puzzle is ready we will send a shipping confirmation email that lets you know your tracking number and the company that your parcel is with so that you can keep an eye on when it is due to arrive.

Trouble Shooting Tip: If your parcel is sent with Post Haste, the tracking number provided is the barcode which you can track here on their website.




Made in New Zealand


Jo makes all the puzzles in Northland, New Zealand. Each puzzle is cut, sanded and painted by Jo.




Childcare Centres


As we have done our best to keep our products as affordable as possible already unfortunately we cannot offer additional discounts for bulk ordering. We do however love to create new puzzles for childcare centres all over New Zealand so please do get in touch if you have an idea, animal or educational puzzle request that we do not already have available and we will see what we can come up with to add to our collection for you.




Te Reo Māori Puzzles


We absolutely love to embrace Te Reo Māori & other languages in our puzzles and are always up for creating a new puzzle with words or phrases. Please get in touch if you would like something that we don't yet have available!




Materials


Our puzzles are made-to-order hand made and hand painted puzzles. They are made from quality hard wearing plywood with a hard wood based, water based paints and sealer. As every puzzle is hand made and cut out individually no puzzle will be exactly the same but we do our absolute best to ensure we deliver a quality keepsake product. Due to covid and material shortages, materials may be substituted without notice to meet orders.




Repairs


The line "a puppy ate my puzzle piece" is a pretty common occurrence so if you do find that you have lost a puzzle piece or have had part of your puzzle damaged just get in touch for a quote to replace or repair your puzzle and we will see what we can do.




Personalised Orders


Once you have chosen the design and pattern option you like from the shop you will be able to provide the name you would like on your puzzle before adding your chosen design to your shopping cart. At this time you will be able to choose any options such as number of letters, the symbol, colour pattern or peg options that may be available on that design. When completing your order through the cart let us know when your puzzle is needed by and simply follow the on screen instructions to complete your purchase.

If the puzzle you have chosen does not go up to the number of letters you require for your name, you would like it in another colour or colour scheme than we have listed or you want to know if we can make it but with another picture please get in touch with Jo for a new puzzle quote.




2021 Christmas Cut Off Dates


All of our puzzles are made to order. Our current turn around time is approximately 4 Weeks. Due to the pandemic and the Christmas rush there may be additional delays due to order volumes, shipping or material delays. Get in quick while material stocks last! Covid19 has caused many material shortages and shipping delays, the normal turn around times do not apply currently. Jo will do her best to ensure puzzles and made and shipped as fast as possible but please be patient. If you need your puzzle for by a certain date, please contact Jo before ordering to check if this can be done and place a note of the date required at checkout. The current estimated turn aroundis 4 weeks. If you are ordering for Christmas, please take note of the cut off dates for orders and allow extra time for shipping delays due to the pandemic.




Payment Methods


Currently you can pay via credit or debit card online through the shop. We may have Afterpay and Laybuy in the future but do not currently have these services.





I ordered a caterpillar for my niece and the quality was fantastic, very reasonable pricing and so many options for personalising - name/style/colours/pattern.

Julia

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I ordered 4 puzzles for Christmas presents. They are great quality and amazing. I can't wait to give these to my nieces and nephews. Thank you so much

Brooke

 

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