SHIPPING INFORMATION

Shipping Policy

Thank you for visiting and shopping at https://www.premiumpuzzles.com.au/

These are the terms and conditions that constitute our Shipping Policy.

Please be aware that there are long delays occurring with shipping to Western Australia at the moment. Heavy rain and flooding have closed the Sydney-to-Perth rail line. The Melbourne-to-Adelaide rail link was closed due to damage caused by a train derailment and reopened on 21 November, however delays are expected due to a backlog of freight.

If you have ordered a puzzle design which is marked as Pre-Order, it will be dispatched when we receive the design in our warehouse. If there is a delay and we do not receive the design within expected time-frame, we will let you know via email. We are happy to cancel your order at any time until it has been packed.

Shipment processing time

All orders are processed within 2-3 business days. Orders are not shipped on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping rates & delivery estimates

We offer $9.95 Flat Rate shipping to 70% of all Australians. This means that no matter how many items you order, your shipping will be $9.95. Unfortunately, due to the costs of delivery to metro and rural areas, we have to charge slightly more for delivery to those areas. Metro - $12.95, Rural - $14.95. You can view Australia Post's defined areas here.

(In most cases the shipping costs us more than we charge and the discount prices we offer on many of our puzzles make it difficult for us to discount the shipping further.) The shipping charges for your order will be calculated and displayed at checkout. Please be aware that during peak times, delivery delays can occasionally occur.

Please be aware that during peak times, delivery delays can occasionally occur.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes

www.premiumpuzzles.com.au is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

https://www.premiumpuzzles.com.au/ is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

International Shipping Policy

We currently do not ship outside Australia.

Returns Policy

Our Return & Refund Policy provides detailed information about options and procedures for returning your order. <

Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@premiumpuzzles.com.au. If your return is accepted, you will need to mail the item(s) to us at your own expense. You must get a tracking number so that we can track your return. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@premiumpuzzles.com.au.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Help

You can contact us in 3 ways:

1. Via the Chat on the bottom right on all pages of our website. (This chat is only available during working hours.)
2. Email us at: info@premiumpuzzles.com.au
3. Via our Facebook page

Contact Us