Shipping Policy

Our products are shipped from our factory in China, where they are custom produced by hand for each individual customer.

For our custom puzzle kits, please allow 4 to 7 business days processing time as these are very labor intensive and hand crafted specifically for you.

Express shipping is offered for USA customers only as an extra option. We provide Express Shipping through DHL. Please allow 5-10 days after the production/processing time.

Orders are shipped on business days only (Monday-Friday). We are not responsible for refunding the cost of shipping to due to postal service delays.

International shipping is available. Shipping and handing times will vary by location. Please allow 10 – 20 business days after your puzzle kit is produced for your international package to be delivered.

Please note, you will receive a tracking number via email when the shipment information has been entered into our system. From there, it will take two to five business days for your order to be processed for shipment due to the cusom nature of each order. Due to the increase of online orders, shipping providers are seeing slight delays in shipping times.

PLEASE NOTE

• Customized products need 4-7+ business days to be produced.
• After your payment is authorized and verified, it can still take up to two business days to process your order in our art studio
  *Orders that are system flagged (SF) may be asked to verify additional information and we are not responsible for the delay in processing your order.
• Process time and shipping time may be longer due to holidays.

Shipping FAQ

What shipping provider do you use?

You can expect to receive your package(s) through your local carrier (USPS, DHL and FedEx if you are located in the US) once it passes through customs. Times will vary depending on multiple factors, including seasonality, backlog, and the speed of your local carrier.

Why is my tracking info not updating?

Nothing to worry about, this is perfectly normal! When your order is in transit and moving between countries, tracking will be very slow to update.

I just placed an order, when will it ship?

Please allow 4 – 7 business days of processing and production time for your order to ship out.

Can I cancel my order?

You are able to cancel your order with no penalty! You must cancel your order within 12 hours after creating it for the cancellation to be applied.

I have a question that wasn’t answered, can you please help?

If we still haven’t managed to answer your question please feel free to contact us by email:

support@hapuzzle.com

We will do our best to reply within 24 hours!