Returns and Exchanges
Returns/Exchanges with Receipts:
To be eligible for a return or exchange, your item must still be shrink-wrapped (if applicable) and unopened. It does not matter when the item was originally purchased, but any product that has been opened or is broken is not eligible for return or exchange.
Because we do not have a physical storefront year round, to complete your return or exchange, you will need to ship the item to our warehouse so we can process it. New York Puzzle Company does not cover the shipping cost for items being returned or exchanged. You should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item if there are mishaps with the shipping company you choose.
Once you contact us, we will issue you a Return Authorization Number. The Return Authorization Number must be included in the box with the item being returned or exchanged along with a copy of your receipt. If you are requesting an exchange, please also include the name of the item you requested to receive in exchange.
Please do NOT send items back without contacting us first. Just like socks in the dryer - anything sent back without us knowing in advance is more likely than not to get lost in the warehouse netherworld. The warehouse for our products contains over 100,000 square feet of products. Without the Return Authorization Number we have no ability to track your item once it arrives in our warehouse.
To return your product, you should mail your product to:
New York Puzzle Company
5121 DN Rijen
Once the return or exchange is processed, you will be notified of the status of your request as per the below:
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, paypal account or other method of original payment.
Store Credit Option
If you would prefer a New York Puzzle Company credit for future orders rather than a refund, we will issue you store credit via a virtual gift card or other equivalent device with a value equal to the cost listed on the receipt of the item being returned plus a coupon for one order of free shipping.
Exchanges (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also send you tracking information for the new item shipping back to you. New York Puzzle Company will cover the cost of the shipping on the item being shipped to you.
Returns/Exchanges without Receipts:
For products without receipts, please follow the same instructions above, subject to the following conditions:
*Returns (if applicable)*
Returns shall only be eligible for store credit to be used for future purchases on New York Puzzle Company's website. The value of the store credit shall be equal to the then current retail price of the item being returned as listed on New York Puzzle Company's website - www.newyorkpuzzlecompany.eu. Items that have been discontinued and are no longer listed for sale on our website shall not be eligible for returns for store credit.
*Exchanges (if applicable)*
Exchanges shall be available for products without a receipt for merchandise of equivalent or lesser value. The value of the item you are returning will be equal to the then current price of the item as listed on New York Puzzle Company's website - www.newyorkpuzzlecompany.eu. Items that have been discontinued and are no longer listed for sale on our website shall not be eligible for exchanges.