Mr Puzzle Customer Service

Customer Service

  • Handling Times, Postage & Delivery Options, Tracking

  • Order Placement & My Account

  • Payment & Currency Exchange Rates

  • Taxes & Import Duties

  • Returns, Replacements & Cancellation of an Order by the Customer

Updated 20th July 2021.  Special information Covid-19

This same information has been current since the beginning of 2021. 
Since the Covid-19 pandemic started Mr Puzzle has consistently been able to meet our regular turnaround time of same day for orders placed before 11:30am.

We are a small team who live and work in a rural area away from a large city in Queensland. To date, our staff have no known contact with any diagnosed case of Covid-19 and none of us has any symptoms.  
Our post office is also a small local branch in a rural area.  Australia Post is still picking up mail lodgements in our area. 
Specific destination handling information below.

AUSTRALIA

Update from Australia Post states no specific regions experiencing delays due to Covid. Just a general consideration that delivery is being impacted by reduced air freight capacity and passenger flights, a significant increase in parcels volumes and hygiene and social distancing requirements.  More detailed information from Australia Post:  https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-domestic-updates#delays

INTERNATIONAL

Despite Australia Posts best endeavours they still say that it is likely that some items will take longer than the stated delivery times. Once an item is sent it is not possible for us to recall it or change how long it will take to be delivered.

I have added information for some countries below but for the latest most updated information please refer to Australia Post.
There are still many specific countries to which there is no International delivery available and they have been removed from the country list at checkout. There are also at times changes to certain countries where they will accept Standard but not Express Post. We have tried to keep as up to date as possible but some specific situations can change often so please keep update to date with more detailed information from Australia Post:  https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates

Zone   Express Standard
Zone 1 New Zealand 5-8 business days 7-12 business days
Zone 2 China 7-12 business days 15-20 business days
Zone 3 Japan 5-10 business days 10-15 business days
  South Korea 5-10 business days 10-15 business days
  Singapore 2-5 business days 5-10 business days
  Hong Kong 5-10 business days 10-15 business days
Zone 4 USA 7-12 business days 10-15 business days
  Canada 10-20 business days 15-25 business days
Zone 6 UK 7-12 business days 10-15 business days
Zone 7 Major Europe 7-12 business days 10-15 business days


Note:
Number of days delayed inclusive of time to leave Australia and time for delivery in the destination. All delivery speeds are from metro-to-metro excluding time in customs.

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 delivery over a weekend.)

Questions

Send an enquiry via our Contact Us page or telephone 07 5543 6340 (from outside Australia +61 7 5543 6340) Office hours 8am – 5pm Brisbane, Australian EST
*** 11:30am Monday Australian Eastern Standard Time = GMT + 10 hours; so 11:30am here is 1:30am Monday GMT or 9:30pm Sunday night in Washington DC.

 

TRACKING

Once your order is lodged at the Post office you will receive a completed notification by email with the tracking id. The item can be tracked on the Australia Post website https://auspost.com.au/mypost/track/#/search

If you are sending your parcel outside Australia, in most cases, once your item lands in your country, it is also trackable on your local post office website. Here are some links to other international post websites: https://www.mrpuzzle.com.au/international-postal-tracking-links/

Questions

Send an enquiry via our Contact Us page or telephone 07 5543 6340 (from outside Australia +61 7 5543 6340) Office hours 8am – 5pm Brisbane, Australian EST
*** 11:30am Monday Australian Eastern Standard Time = GMT + 10 hours; so 11:30am here is 1:30am Monday GMT or 9:30pm Sunday night in Washington DC.

Handling Times, Postage & Delivery Options

HANDLING TIMES

Our normal process is to send orders within a single business* day. Normally if you order before 11:30am (Australian EST***) on a business day when the post office is open** we’ll send it the same day provided we have all the information we need to process the order.

SPECIAL UPDATE: COVID-19 
Our standard handling time should still be possible in more than 90% of cases. But with extra measures in place for our staff to operate in separate spaces some delays may be experienced. You will receive an Order Completed email with the tracking Id as soon as the order is processed. We do not expect delays to be more than 24 hours past our normal schedule.

Please check your inbox the next business day to ensure we have not sent a request for additional information, including clarification of an address that Australia Post cannot deliver to or our Credit Card processing policy below. If we are waiting for a response this will hold up processing your parcel.

*Business days are Monday to Friday excluding public holidays
**The Australian Post office opens Monday to Friday except for public holidays. Times are based on Brisbane time (AEST)
*** 11:30am Monday Australian Eastern Standard Time = GMT + 10 hours; so 11:30am here is 1:30am Monday GMT or 9:30pm Sunday night in Washington DC.

TRACKING INFORMATION

We use Australia Post eParcel system. 

When the order is sent you will receive an email from [email protected] with Australia Post tracking information. You may also receive an email directly from Australia Post ( from [email protected]) with further tracking and delivery options.  Please be sure to check your Spam folder if you think the tracking information email may be missing.

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 delivery over a weekend.

We can post your order directly to a third party. Complete the separate Shipping 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

We use the Australia Post eParcel system. All postage is fully trackable and you will receive an email directly from Australia Post with your tracking information. Signature on delivery is standard however there are options to change the delivery instructions including ‘safe drop’ and ‘redirect’ options in the Tracking email advice.
You can choose either Parcel Post or Express Post at Check Out. For Express Post Refer Australia Post Express Post Postcode delivery zones. Standard Australia Post estimated delivery times apply. Note: The Australia Post Express Post guarantee does not apply to eParcel deliveries.

INTERNATIONAL STANDARD

No signature on delivery required.
Delivery time: 6+ business days depending on destination*
We use the Australia Post eParcel system. All postage is fully trackable and you will receive an email directly from Australia Post with your tracking information. Usually, you can use the Tracking Id from that email to track your parcel in your local postal service as well as Australia Post. You may also be able to take advantage of other options like redirecting mail in your local postal service although this will not be available in Australia Post. You can find some links here to other International postal services.

INTERNATIONAL EXPRESS

Signature on Delivery.
Delivery time: Typically 2-4 business days depending on destination*
We use the Australia Post eParcel system. All postage is fully trackable and you will receive an email directly from Australia Post with your tracking information. Usually, you can use the Tracking Id from that email to track your parcel in your local postal service as well as Australia Post. You may also be able to take advantage of other options like redirecting mail in your local postal service although this will not be available in Australia Post. You can find some links here to other International postal services.

*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.
At times we see a parcel scanned as en route to the destination country which means it has left Australia on a flight. However, it can sometimes be days before it is scanned into the local postal system at its destination. This is because in some cases in some countries (particularly France and Germany) the Customs Department does not scan the item as received by them. They usually only scan it once it has been cleared by customs and released into the postal system.

Order Placement & My Account

We make every effort to keep our inventory up to date and accurate so in general, if you can order it from the website then it means we’ve got at the item in stock *. On the rare occasion that there is an error and we cannot ship the item we will contact you by email as soon as we can.

An automatic order confirmation email will be sent as soon as the order is placed. If you do not receive it please contact us by email or complete the form on the Contact Us page so we can resend it.

Credit Card Verification Policy:  Transactions are processed by Cybersource using 3D Secure PCI Compliant technology.  To protect both ourselves and legitimate cardholders we may contact you for additional card verification if your bank does not support 3D secure transactions. Even if the transaction has been approved we may choose to verify that the credit card is actually in your possession before proceeding with the order fulfilment.

All emails will come from [email protected] Please be sure to check your Spam folder if you think the emails may be missing. We will post your puzzles within 2 business days although generally if you get your order in by 11:30 am on a business day we’ll post that same afternoon.

When the order is sent you will receive an email with Australia Post tracking information. You may also receive an email directly from Australia Post ( from [email protected]) with further tracking and delivery options.  Please be sure to check your Spam folder if you think the tracking information email may be missing.

You may checkout as a Guest or you may create an Account with us so that each time you order your information, including past history of purchases, will be available now and in the future.  If you choose to create an account you can login to your account at any time to view your recent orders. You can see the details of the order including the current status and the tracking information if completed. there are also options to store and update multiple delivery addresses and update your password.

* Where an item is out of stock there will not be a Add to cart button available. There may by a Sock Update with information about when we expect to get the item back in stock. There may also be a Notify Stock option where you can enter your email address and as soon as more stock is received we will send you an email to advise.

Taxes & Import Duties

When you first visit our website you will be asked to choose to ship to Australia or Internationally.
Why? Mr Puzzle is based in Australia and ships worldwide. If you ship within Australia, website prices will include 10% Australian Goods and Services Tax. If you choose to ship international then prices will not include these Australian taxes; hence they are 10% less.

If at checkout you choose to ship to an address in Australia, even if your billing address is outside Australia, the 10% Australian GST will automatically be added back on.

IMPORT DUTIES & TAXES

If you are purchasing from Mr Puzzle for delivery to an address outside Australia the price will automatically calculate to exclude the 10% 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, fees and other charges when importing into the country of your shipping address. The price of puzzles on this website does not include any government duties and/or taxes in your country.

(UK VAT Changes 1 January 2021 – All goods, including low-value shipments, are shipped Delivery Duty Unpaid. VAT has not been calculated or included in the price of the goods.)
(EU VAT Changes 1 July 2021 – All goods, including low-value shipments under Euro 150, are shipped Delivery Duty Unpaid. VAT has not been calculated or included in the price of the goods. Information for EU customers importing into Europe https://ec.europa.eu/taxation_customs/buying-goods-online-coming-non-european-union-country_en)

We do not claim any specialist knowledge in this area but can offer the following information regarding the importation of puzzles into the USA.
Taken from USA Customs Harmonized Tariff Schedule(HTS): #9503.00.90
(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.

Payment & Currency Exchange Rates

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.

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

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 hold your account/s with. Please refer to them for further information about the currency exchange rate and terms and conditions of credit card use.

Credit card payments are processed by a third party processor.  At this time that processor is Visa Cybersource. Cybersource is a recognised Visa processor and all processes are PCI compliant.  Transactions use 3D Secure software for additional fraud protection. Customers may be required to complete an additional verification step added by your bank or credit card issuer when paying. If your bank does not support 3D secure transactions, even if the transaction has been approved, we may request additional verification that the credit card is in your possession before proceeding with the order fulfilment.

We are an ANZ Merchant (Australian and New Zealand Banking Group). The credit card number, expiry date and CVC number is not known to us. Only the last four digits and the type of credit card are forwarded to us for identification of payment purposes.

Important Note: Credit Card Verification Policy  Transactions are processed by Cybersource using 3D Secure PCI Compliant technology.  To protect both ourselves and legitimate cardholders we may contact you for additional card verification if your bank does not support 3D secure transactions. Even if the transaction has been approved we may choose to verify that the credit card is actually in your possession before proceeding with the order fulfilment.

PAYPAL

We offer PayPal as a payment option both in our regular check out process or as a single-step payment option.
PayPal transactions are governed by the policies and procedures of PayPal. For further information go to the PayPal Help Centre.

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.

Returns, Replacements & Cancellations

RETURNS & REPLACEMENTS

www.mrpuzzle.com.au handles returns and processes refunds in accordance with the Australian Consumer Protection legislation.
Customers have 30 days after confirmation of delivery to make a claim for defective goods. Claims should be submitted via email to [email protected] or our online Contact Us form and the original order number included in the information submitted.

We will confirm arrangements for the return of the defective item by return email.  Any defective item should be returned at the expense of the purchaser for us to assess.
Once returned and found to be defective we will either (i) send a replacement product to the delivery address on the original order at our cost or (ii) issue a refund for the value of the product.

If not found defective and received in good condition we may refund the value of the goods at our discretion. However, no refunds will be made for original postage costs paid by the customer nor any fees charged on the original payment by PayPal or the Credit Card Processor. 

Remember: Solving a puzzle does not require force so if you do use force and break your puzzle we cannot be responsible.
A puzzle is not necessarily faulty or defective just because you cannot solve it. We guarantee that all our puzzles are solvable.

CANCELLATION OF AN ORDER BY THE CUSTOMER

Please be mindful that we aim to send orders received by 11:30am on a work day that same day and that we are working on Australian Eastern Standard Time.

If you place an order and wish to cancel please email in time and we will be able to cancel the order.
We do not charge any restocking fee, even if the order has already been assembled and packaged. However, it is at our discretion and depends on the value of the financial transaction, we may withhold a fee that has been charged to us by either the Credit Card processor or PayPal. Those fees are not refunded to us when we refund the transaction.

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