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Welcome to Mr. Puzzle online store!


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Next Postage Tuesday 25th July.More details Mr Puzzle holiday changes.

Customer Service

  • Postage & Delivery Options

    HANDLING TIMES temporarily changing

    At Mr Puzzle we are taking annual holidays from late July until mid August 2017.  We're a small team and we won't have anyone here sending orders for most of that time.
    Friday 21st July - Firday 28th July 2017
    During this week parcels will be posted on Tuesday 25th July and Friday 28th July for orders received by NOON*** on those days.
    Friday 28th July - Monday 14th August 2017
    The last postage date will be Friday 28th July for orders received by NOON*** on that day.  Then there will  be no postage until our first day back on Monday 14th August 2017. 

    More details to our Special Postage Information page

    HANDLING TIMES

    Our normal process is to send orders within a single business* day. Normally if you order before NOON (Australian EST***) on a business day when the post office is open** we'll send it the same day.
    Please allow an additional day if you have paid with American Express credit card. We do not charge any additional surcharge for Amex but Amex does take 1 extra day to settle funds to our bank account.
    If you have checked out with the Bank Deposit payment option we will send you order on the next business day after the cleared funds have been received in our bank account.

    *Business days are Monday to Friday excluding public holidays.
    **The Australian Post office opens Monday to Friday except public holidays. Times are based on Brisbane time (AEST)
    *** Noon Monday Australian Eastern Standard Time = GMT + 10 hours;  so Noon here is 2am Monday GMT or 10.00pm Sunday night in Washington DC.

    TRACKING INFORMATION

    You will receive an email with Tracking Information once items are lodged at the Post Office.  Please check your Spam folder if you think you haven't received the email.

    POSTAGE TIMES

    Postage times given are as quoted by Australia Post and are approximate only. Postage times are in business days. (ie: Estimates ignore non-business days like national and local public holidays; Saturday and Sunday. These must be added to the estimate given to calculate the actual elapsed delivery time. For example add 2 days to the estimated time for a delivery over a weekend.

    We can post your order directly to a third party. Just complete the separate Delivery Name and Address fields on the Check Out pages. We must include an invoice on the outside of the package for international customers for import documentation. We will not include an invoice for Australian domestic shipments. We will also include a small gift card to say who the parcel is from.

    WITHIN AUSTRALIA

    You can choose either Parcel Post or Express Post at Check Out.   Refer Australia Post Express Post Postcode delivery zones.  Standard Australia Post estimated delivery times apply.

    INTERNATIONAL STANDARD

    Online tracking via Australia Post or many other International postal services.
    Delivery time: 6+ business days depending on destination*

    INTERNATIONAL EXPRESS

    Signature on Delivery.
    Online tracking via Australia Post or many other International postal services.
    Delivery time: Typically 2-4 business days depending on destination*

    *For specific information about delivery to your destination country please enter your country in the Australia Post International Post Guide and click on "Service & Delivery Times"
    Please note Australia Post fine print says: Delivery times are between metropolitan areas of major cities, excludes time in customs if applicable and may be subject to delay due to causes outside of Australia Post's control.

  • Ordering

    If you can order it from the web then it means we've got at least one of these items in stock.

    An automatic order Confirmation email will be sent as soon as the order is placed. If payment is being made at the time you will also receive a Payment Confirmation email. If you are paying later via bank transfer this Payment Confirmation will be sent when funds are received into our bank account.

    We will post your puzzles within 2 business days although generally if you get your order in by noon on a business day we'll post that same afternoon.

    When the order is posted you will receive a further email with the Tracking Information.

    The emails will come from [email protected].  Please be sure to check your Spam folder if you think the emails may be missing.

  • Privacy & Security

    Mr Puzzle is committed to preserving the privacy of all visitors to our website at http://www.mrpuzzle.com.au. Please read the following privacy policy to understand how we use and protect the information that you provide to us.

    By registering or placing an order on this website, you consent to the collection, use and transfer of your information under the terms of this policy.

    INFORMATION THAT WE COLLECT FROM YOU

    When you visit, register or order products or services on http://mrpuzzle.com.au you may be asked to provide certain information about yourself including your name, contact details and credit or debit card information. We may also collect information about your usage of our website as well as information about you from messages you post to the website and e-mails or letters you send to us. To maintain customer service standards and to assist staff training, we may record and monitor incoming calls.

    PERSONAL INFORMATION OF ANOTHER PERSON

    If you supply us with the personal information of another person you must ensure that you are authorised to do so and that you agree to inform that person of the content of this Privacy Policy.

    USE OF YOUR INFORMATION

    Your information will enable us to provide you with access to all parts of our website and to supply the goods or services you have requested. It will also enable us to bill you and to contact you where necessary concerning your orders. We will also use and analyse the information we collect so that we can administer, support, improve and develop our business. In particular, we may use your information to contact you for your views on our services and to notify you occasionally about important changes or developments to the website or our services. Further, where you have consented, we might also use your information to let you know by email about other products and services which we offer which may be of interest to you. If you change your mind about being contacted in the future, please let us know.

    DISCLOSURE OF YOUR INFORMATION

    The information you provide to us may be accessed by or given to third parties who act for us for the purposes set out in this policy or for other purposes approved by you. Those parties process information, fulfil and deliver orders, process credit card payments and provide support services on our behalf. We may also pass aggregate information on the usage of our website to third parties but this will not include information that can be used to identify you. Where you have consented when providing us with your details, we may also contact you occasionally about products and services which may be of interest to you.
    Finally, the Australian Government may require us to disclose your information to them to comply with legislative and regulatory requirements such as the "Anti-Money Laundering and Counter-Terrorism Financing Act 2006 and other similar legislation.

    COOKIES

     A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

    We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

    Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

    SECURITY AND DATA RETENTION

    We employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. We will retain your information for a reasonable period or as long as the law requires.

    ACCESSING AND UPDATING

    You are entitled to see the information held about you and you may ask us to make any necessary changes to ensure that it is accurate and kept up to date. If you wish to do this, please contact us.

    CHANGES TO OUR PRIVACY POLICY

    Any changes to our privacy policy in the future will be posted to the website and, where appropriate, through e-mail notification.

    CONTACT

    All comments, queries and requests relating to our use of your information are welcomed and should be addressed to:
    Mr Puzzle, P O Box 37, Tamborine , Queensland 4270 Australia. Phone: +61 7 55436340 Email: [email protected]

  • Returns & Replacements

    Products purchased from Mr Puzzle are sold 'as is' and can only be returned if found to be defective or not as described on our website. Customers should inspect the goods as soon as received.

    Customers have 7 days after confirmation of delivery to make a claim for defective goods. Claims should be submitted via our online contact form and the original order number included in the information submitted.

    We will confirm arrangements for return of the defective item by return email.
    The defective item should be returned in its original packaging at the expense of the purchaser.

    When we receive the defective item back in its original packaging we will either (i) send a replacement product to the delivery address on the original order or (ii) issue a refund for the value of the product.
    No refunds will be made for original postage costs paid by the customer.
    Postage costs for a replacement product to the delivery address on the original order will be at the cost of Mr Puzzle.

    Remember: A puzzle is not necessarily faulty just because you cannot solve it. We guarantee that all our puzzles are solvable.

  • Payment, Currency Exchange Rates, Local Taxes, Import Duties

    CREDIT CARDS

    We accept Visa, Mastercard and American Express credit cards. All amounts will be charged to your credit card in Australian Dollars. We do not charge any additional surcharge on top of the order value. The final amount charged to your credit card will be calculated by your credit card company or bank. The exchange rate used (if your card is held in other than Australian Dollars) and any additional fees charged will be calculated by them. Credit Card transactions are governed by the policies and procedures of either the credit card company or bank you are hold your account/s with. Please refer to them for further information about currency exchange rate and terms and conditions of credit card use.

    AUSTRALIAN GOODS & SERVICES TAX (GST)

    When you purchase from us for delivery within Australia the 10% GST is included in the price so there will be no other government duties or taxes over and above the price paid.
    As soon as you enter an address outside Australia, or login with an account where the delivery address is outside Australia,  the web prices will be automatically reduced by this 10% tax.

    EXCHANGE RATE

    Any price comparison in a second currency is intended for information purposes only.   At checkout your order will be charged in Australian Dollars.
    The currency conversion amount on the actual transaction will be done by your bank or Credit Card company or PayPal depending on your choice of payment.

    CREDIT CARD PAYMENTS

    If you choose to pay by credit card amounts will be charged to your credit card (Visa, MasterCard, or American Express) in Australian Dollars.

    The currency conversion amount actually charged to your credit card is dependent upon a combination of the payment gateway used and the credit card bank/company's exchange rates at the exact time when the credit card is charged.

    Credit Card transactions are governed by the policies and procedures of either the credit card company or bank you are hold your account/s with. Please refer to them for further information about currency exchange rate and terms and conditions of credit card use.

    PAYPAL

    PayPal now works in Australian dollars. So just click the link on the final checkout page and go directly to PayPal to send funds.

    PayPal transactions are governed by the policies and procedures of PayPal. For further information go to the PayPal Help Centre.

    DIRECT DEPOSIT

    If you choose to pay using direct deposit to our bank account we will send you a separate email detailing the account to transfer funds to and any exchange rate information which may apply. Once funds have been received into this account your puzzles will be sent.

    Note: prices are quoted in Australian Dollars so if you wish to transfer foreign currency please transfer at current day official exchange rate or send a separate email to us to request further information.

    EXCHANGE RATE

    There are a number of internet sites which quote current day official exchange rates; one of them is: http://www.xe.com/ucc/.

    IMPORT DUTIES & TAXES

    If you are purchasing from Mr Puzzle for delivery to an address outside Australia the price will automatically calculate to exclude the10% Australian Goods and Services Tax (GST).   However, you need to be aware of any potential additional local import duties and/or taxes which may apply in your destination country.

    The purchaser is responsible for all import duties, local government taxes and the like. The price of puzzles on this web site does not include any local government duties and/or taxes.

    We do not claim any specialist knowledge in this area but can offer the following information regarding importation of puzzles into the USA.
    Taken from USA Customs Harmonized Tariff Schedule(HTS): #9503.60.20.00
    (Any and all) Puzzles, Parts, Accessories are completely Duty Free since at least January 1, 1995.
    This is not a guarantee that no import duties and/or taxes will apply in USA. Please check this information in conjunction with your specific state before proceeding.

    When you purchase from us from within Australia the 10% GST will automatically be included in the price so there will be no other government duties or taxes over and above the price paid.

  • Viewing Orders

    You can login to your account with us at any time to view your recent orders.  The current status of the order shows here.   There is an option to View or to Reorder.

  • Updating Account Information

    You can login to your account with us at any time to update your personal information including:
    -Change Password
    -Name
    -Manage delivery addresses including add a new delivery address for future use
    -Subscribe or unsubscribe to our Newsletter

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