Frequently Asked Questions
Orders
How to order?
Go to the Catalog section or select your preferred product category from the menu at the top of the page.
Click on the image of the desired item to view its detailed description.
Indicate the desired quantity.
Press "Add to Cart".
To view your basket, click on the icon at the top right.
To finalize your purchase, simply validate your order.
Why have I not received an order confirmation by email ?
If you placed an order on Animal-Puzzles but did not receive an order confirmation email, you may have provided an incorrect email address.
Please contact us using the contact form and we will update your order information so that you can receive your order confirmation.
Wow do I know if my order has been validated ?
An email containing an order confirmation will be sent to the email address provided when ordering. If you have not received your order confirmation, please check your spam folder.
Please note that it may take up to 24 hours before you receive order confirmation. If you have checked your spam and waited 24 hours, but still have not received your order confirmation, we invite you to contact us via our contact form.
What happens if I provide bad information ?
If you have provided incorrect information (such as shipping address, email address or telephone number, etc.), please contact our customer service as soon as possible so that we can change this information before sending you your order.
Unfortunately, if this information affects the delivery of your package and your order has already been shipped before you contact our Customer Service, as a customer you are responsible for any additional charges that may arise.
Can I modify my order after placing it ?
We know you need your products quickly.
Unfortunately, we will not be able to make any changes to your order as it will have already been processed (usually within seconds).
How can I cancel my order ?
Contact us as soon as possible via our contact form .
However, we cannot guarantee that we will be able to take the necessary measures before sending the package, as our preparation and shipping service is very fast.
Delivery and Returns
What should I do if my package is damaged or destroyed ?
If your package and products were damaged upon arrival, please contact us as soon as possible providing photos of the package, as well as the damaged items.
You can do this via our contact form or send us an email to contact@animal-puzzles.com in order to be treated as a priority.
As soon as we receive photos of your damaged package and products, we will process your request.
What should I fo if I received incorrect items ?
Please start by carefully checking your order confirmation to verify what you have ordered.
If you have not received the ordered items, please contact us.
What are the delivery times ?
We deliver exclusively to the United States. Our products are made on-demand, which allows us to reduce waste and minimize our environmental impact. Delivery times are as follows:
- United States: Standard delivery within 2 to 5 business days, following an average production time of 2 to 5 business days.
How much are the delivery costs ?
United States:
- $4.99 for orders under $40
- FREE for orders over $40
How can I track the arrival of my order ?
As soon as your order has been picked up by the shipping company, we will activate your tracking number, after which you will receive another email containing the tracking link.
If you do not receive your tracking link, please contact us via our contact form.
Can I return my products ?
Obviously !
The most important thing is your satisfaction.
You have 14 days to return your products to us.
This period starts from the date of receipt of the ordered product or the arrival of the order at the collection point (cooling off period).
How do I return my products ?
The package must be packaged in exactly the same way as when you received it.
To return an order within 14 days, please contact us via our contact form or directly to our email address contact@animal-puzzles.com.
Return costs are your responsibility. The returns process can take up to 14 days from the moment you deliver your package to the collection point.
Once the return is received and processed, we will issue the refund and send you an email confirmation.
Please keep your return receipt as proof until you receive the confirmation email.
Is there a charge for returning products ?
The return costs are actually your responsibility.
What happens if I don't collect my package ?
We are of course on a case by case basis.
But for orders returned to us because the customer did not collect the package, we do not refund the order
Products
Can I pays by credit card ?
Of course, you can pay for your purchase by VISA, Mastercard and American Express.
Are payments secure ?
We use the best SSL technologies to guarantee you a secure payment.
We do not compromise on digital security.
Can I pay with PayPal ?
The payment option via Paypal is available on our website.
Working Together
Please send an email to contact@animal-puzzles.com and we will forward your email to the relevant department.
