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Welcome to Mr. Puzzle online store!


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Customer Service

  • Postage & Delivery Options

    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.

    *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

    We use Australia Post eParcel system.  You will receive an email directly from Australia Post 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. 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.

  • 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. 

    To protect both ourselves and legitimate cardholders we may contact you for additional card verification on first time orders of very high value if you use a credit card to pay.  If you checkout using PayPal funds or send us a funds transfer directly from your bank account this is not necessary..

    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 noon on a business day we'll post that same afternoon.

    When the order is posted you will receive an email directly from Australia Post with the Tracking Information. The emails will come from [email protected].  Please be sure to check your Spam folder if you think the tracking information email may be missing.

  • Privacy & Security

    This privacy policy sets out how Mr Puzzle uses and protects any information that you give Mr Puzzle when you use this website.

    Mr Puzzle is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Mr Puzzle may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 24 May 2018.

    The responsible authority for data processing at Mr Puzzle is: Mrs Susan Young Mr Puzzle P O Box 37, Tamborine, Queensland, 4270 Australia
    If you have any questions or comments about our privacy policy, your rights or our data protection processes in general, you can contact us at [email protected] or write to the address above.

    INFORMATION THAT WE COLLECT FROM YOU

    We may collect your full name and address and contact information including email address and telephone number.

    We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. You may request details of personal information which we hold about you. If you would like a copy of the information held on you please write to us. If you believe that any information we are holding on you is incorrect or incomplete, please login to your account to correct that information, or you may write to us or email us at the above address. We will promptly correct any information found to be incorrect.

    It is possible to visit our website without giving any personal data but in order to process an order you need to provide your name, address and contact  information such as an email address and a phone number. 

    PAYMENT INFORMATION

    If you complete an order by paying with your credit card that payment is processed by a third party processor.  At this time that processor is PayPal. You do not need to have a PayPal account or login to PayPal to do this. The credit card number, expiry date and CVC number is not known to us. Only last four digits and type of credit card are forwarded to us for identification of payment purposes.

    If you complete an order by paying from your PayPal account only the email address you used for this transaction and the shipping name and address information entered is sent to us by PayPal. PayPal do not pass to us any detail of the funding used for transaction.

    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

    We require this information to understand your needs and provide you with a better service, and in particular for the following reasons: • Internal record keeping. • To process and send orders. • We may periodically send promotional emails about new puzzles, special offers or other information which we think you may find interesting using the email address which you have provided.

    EMAIL PREFERENCES

    We include an unsubscribe link at the bottom of every promotional email should you wish to opt-out of future newsletter emails. You can unsubscribe now by emailing [email protected] thus revoking your consent.

    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

    We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. To ensure your safety whilst using our website, all orders, payments and communications that we receive are processed with HTTPS secure encryption using state of the art encryption (SSL/TLS). You will know that your browser uses this secure transmission as it is indicated by the Internet address beginning with “https” and a small lock symbol (usually) displayed in the address bar of your browser window. When the lock is closed, it is a safe transfer. Some browsers show the address bar or part of it in green colour for this case.

    DATA RETENTION

    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.

    LINKS TO OTHER WEBSITES

    Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

    CHANGES TO PRIVACY POLICY

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

  • Returns and 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

    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.

    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

    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.

    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.

    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.

    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.

    We use an external processor to authorise and process our credit card transactions.  We do not have access to the credit card number here. We do see the last 4 digits on the card for any verification purpose that may be required.

    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.

    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 or ship to an address 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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