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FREQUENTLY ASKED QUESTIONS

ACCOUNT

How do I create an account?

You can easily register here

How do I update my personal information, password, and email?

You can update, add, and delete addresses by clicking on “Addresses” on the Account dashboard page.

You can reset your password on the login page via the “Lost your password?” link.

You can update you email address by clicking on “Account details” on the Account dashboard page.

How do I manage my orders and my saved card details?

You can see your order details by clicking on “Orders” on the Account dashboard page.

You can save or remove your card for your next orders or remove by clicking on “Payment methods” on the Account dashboard page.

What should I do if I haven’t received a verification email for my account?

If you haven’t received a verification email for your account or an order confirmation email, please contact us to request a check. Once we verify your details, we will resend the appropriate email for confirmation.

How can I request the deletion of my account and removal of my data?

You can find detailed information about the processing, protection, and deletion of your personal data on our Privacy Policy page. To request account deletion and data removal, please send a clear request via email from here.

ORDERING

What is the status of my order?

“Log in” to your account to view order status.

If you do not have a registered account and completed your order without creating one, you can check the status of your order here.

If you still have any questions or concerns about the status of your order, please send an email from here.

Can I change or cancel my order?

You can cancel or update your order within 6 hours. Since our products are personalized and production begins after the 6-hour window, we cannot process cancellations or updates.

To update or cancel your order within this timeframe, send an email from here or submit a request using the form above.

Why isn't my promo/coupon code working?
  • Make sure you have entered your coupon code correctly.
  • Ensure that the items in your cart meet the coupon’s eligibility requirements. A notification will appear explaining why the coupon might be invalid.
  • Your coupon code may have expired. Some coupon codes are exclusive and valid only for a limited time or stock.

If you are still receiving an “invalid coupon” error despite following all the steps above, contact us here. Our team will review the issue and respond as soon as possible.

How do I know my order was placed?

Once you complete the checkout process, your order number and confirmation details will be displayed on your screen. If you missed it, check your inbox for the official confirmation email. If you don’t see the email, be sure to check your spam or junk folder.

Why does my order say 'Completed' but I haven't received my shipment yet?

“Completed” simply means your order has been produced and shipped. Once the carrier has scanned the package, you should receive an email with the tracking.

SHIPPING & RETURNS

When will my order ship?

We process and ship packages from Monday to Saturday. There are no shipments on Sundays. Please note that all orders are shipped within 1 business day after successful payment.

What are your shipping process for U.S. and international orders?

We ship nationwide to all U.S. states.
We use the fastest delivery options to ensure your purchase reaches you as quickly as possible. Most orders shipped within the continental U.S. arrive within 4 to 5 business days after successful payment. Please allow additional time for orders shipped to Alaska, Hawaii, and Puerto Rico.

Important: UPS and FedEx do not deliver to PO/APO boxes. Please provide a physical address when placing your order.

International Shipping:
Shipping fees for international orders vary by country. The shipping cost for your location will be displayed automatically on the product pages.

Locations Delivery
United States 1-3 business days
Europe Continent 1-2 business days
Canada, Japan, Australia, New Zealand 4-10 business days
How do I track my order?

When your order is shipped, we will send you a shipping confirmation email. This email will include your package tracking number. You can track your package by clicking the “Track” button in the email.

Additionally, you can check your order status anytime by signing in to our website. This will take you directly to your account page, where you’ll find an “Orders” section with details about the shipping method and tracking number.

If you don’t have an account and can’t access your email, you can enter your order number and email address on “Order Tracking” page to view your order status in real time. If you are unable to access your email, please contact us to update your email address.

If you have any further questions about your order, please feel free to contact us.

What is your return policy?

Since our products are personalized, we cannot accept returns.
However, we offer refund and replacement options to resolve any issues you may experience with your product. Please refer to the Refund and Replacement section for more information.

REFUND & REPLACEMENT

What if an item was damaged in shipping?

Unless caused by an issue on your end, any errors or shipping damages are fully covered by our 100% guarantee.

We take great care in packaging our products to prevent damage during transit. If your item arrives damaged or if there is an error on our part, you are eligible for a free replacement or a refund under our warranty policy.

What are the conditions for requesting a refund or free replacement?

You may request a refund or free replacement in the following cases:

  • The product arrives damaged.
  • The product is not delivered to you on time.
  • Any issue occurs due to our responsibility.

Refund Process:
If you request a refund, we will initiate it on the same day. However, the time it takes for the refund to appear in your account depends on your bank, payment method, or card type. In rare cases, this process may take up to 2 weeks. Please note that we have no control over your bank’s transaction time.

Free Replacement Process:
If you request a free replacement, your package will be shipped no later than the next business day. The average delivery time is approximately 4 days.

What conditions make me ineligible for a return or replacement?

Since our products are personalized, returns or free replacements are not possible in the following cases:

  • A spelling mistake or error was made when placing your order.
  • The provided delivery address is incomplete or incorrect.
  • You simply changed your mind.

Please make sure to carefully review your personalization details and address information before completing your order. One of the most common issues with orders is an incorrect or incomplete delivery address. However, if an error occurs on your end, please contact us. We are here to help and will do our best to assist you.

How can I request a refund or replacement?

You can send an email regarding your request or create a ticket using the form below. If the request is due to product damage or a defect, submitting a photo is required.

QUALITY & COMPLIANCE

Are Zuzu Puzzle products safe?

Absolutely! The Zuzu Puzzle name has been proudly associated with every product we create, reflecting our unwavering commitment to quality, craftsmanship, and safety. All of our products comply with U.S., E.U., and international safety standards.

Certifications We Proudly Hold:

  • Children’s Product Certificate (CPC) – July 2024 – by WQM
  • TSCA Certified Woods – July 2023 – by US EPA
  • RoHS Certified Dyes – Non-Toxic, Lead-Free
  • CE Certified – Toy Safety Directive 2009/48/EC

All tests were conducted in laboratories accredited by authorized institutions in the United States.

What Is a CPC (Children’s Product Certificate)?
The CPC is an official certification that verifies children’s products meet stringent safety, quality, and suitability standards. It ensures that products comply with national and international guidelines designed for children’s health and safety.

As a source of pride, we are pleased to share that Zuzu Puzzle’s safety test results were well below the minimum reference values, affirming the exceptional safety and quality of our puzzles.

How should I care for and safely use my Zuzu Puzzle?

Supervision Required:
Please avoid leaving children aged 0-36 months unattended with puzzles. Thin and long pieces, such as the letter “I” (if included in your puzzle), can pose a choking hazard if swallowed.

Wood Scent:
Our puzzles may have a mild wood-burning scent when they first arrive. This natural smell typically fades within a week and contains no harmful or allergenic properties.

Cleaning Tips:
Upon receiving your puzzle, we recommend gently wiping the black side edges of both the puzzle board and the pieces with a slightly damp cloth (not too wet). Please do not wipe the painted surfaces of the puzzle pieces to avoid damage.

U.S. SALES TAX

How is sales tax calculated for my order?

Zuzu Puzzle collects and remits sales tax on purchases made through this site as required by applicable state laws. Sales tax will be calculated and displayed based on your state once you enter your address at checkout.

Please note that prices shown on the store and product pages do not include sales tax, as tax rates vary by state.

What if I’m placing an order on behalf of a tax-exempt organization?

Our e-commerce site is designed for individual consumers and does not support tax-exempt orders from organizations. If your organization places an order for delivery in a state where we operate, we recommend keeping the receipt and requesting a refund for the sales tax paid when filing your sales tax returns.

INTERNATIONAL & CUSTOMS FEES

Are there any customs duties or taxes for international orders?

For the EU and UK:

  • Orders above 150 Euros may be subject to customs duties as per EU and UK regulations. These charges are the buyer’s responsibility.
  • Tip: To avoid extra taxes, keep your order under 150 Euros. For large purchases, consider splitting your order into smaller ones.

For Australia:

  • Orders exceeding 600 AUD may incur additional taxes under Australian laws and regulations.
  • Tip: To avoid extra fees, place separate orders if your total exceeds 600 AUD.

For Canada:

  • Canadian orders may be subject to additional taxes based on Canadian laws and regulations.
  • Note: We are not authorized to collect GST/HST. Buyers are responsible for any applicable taxes.

For Other Countries:

  • If you are ordering from a country not listed above, please consult your local customs office for information on potential duties or taxes before placing your order.