When Products Are Shipped
Shipments are made on the morning of every business day. All orders received before 5pm will ship on the morning of the following business day. Any orders received after 5pm will ship on the morning of the business day after that. For example, an order received at 4:30pm on Thursday will ship Friday morning. An order received at 5:30pm on Thursday will ship Monday morning. An order received at 4:30pm on Sunday will ship Monday morning. An order received at 5:30pm on Sunday will ship Tuesday morning.
How Products Are Shipped
Orders are shipped using the method you have chosen. Most methods include online tracking, delivery confirmation, and coverage against loss or damage of 100 CAD. This page on Canada Post's website has the complete details for each shipping method.
Customs Duties, Import Taxes, Fees
TwistyPuzzles.com will not be held responsible or liable for any problems that result at your local customs office. No refunds will be given for items that are seized at your local customs office. TwistyPuzzles.com will not be held liable or be responsible for any customs duties, taxes or fees that may arise from your local customs office, nor any additional taxes or fees the local carrier in your country may charge. Our international shipping prices reflect the base shipping charge not including country-specific customs duties, taxes or fees that the local carrier in your country may charge. Our fees ONLY reflect and cover the cost for us to ship your order from our country to yours. If you are unsure of your country's import policies, please check with them before ordering.
Shipments Lost In Transit
We cannot be held responsible for shipments that have been lost in transit. If you are concerned about your items arriving safely, please use a shipping method that includes package tracking. If your package is lost or damaged, and the shipping method you chose included coverage, we can file an insurance claim on your behalf with Canada Post to recover up to a maximum of $100. If you would like to attempt this, please contact us.
Since every effort is being made to ensure you are completely satisfied with your purchases, the preferred first step to resolving any issue is to contact us.
If the wrong product was shipped or the product is defective or the product is not as described:
Contact us first, and we will likely suggest the following resolution. Ship the product back to us within 14 days. Upon receipt and confirmation of the error, store credit will be issued for the purchase price, including all shipping costs. If requested, a full refund can be issued instead of store credit.
In the event we find no error or fault with the product, we will issue store credit for the purchase price of any unused, unopened and undamaged product excluding all shipping costs. If such a product has been used, opened or damaged by you, no credit will be issued and the product will only be shipped back to you if you cover the shipping costs with 14 days.
If you have changed your mind and want to return the product:
Contact us first, and we will likely suggest the following resolution. Ship the unused, unopened and undamaged product back to us within 14 days. Upon receipt and confirmation, store credit will be issued for the purchase price, but not for any shipping costs. If you have used or opened the product, contact us so that we can mutually determine if it is still returnable. If you have damaged the product, it is no longer returnable.