FAQ – Puzzelly

Frequently Asked Questions

Check out our FAQs here. If you can't see an answer to your question feel welcome to get in touch using our contact form.

Shipping

Local deliveries are offered to delivery addresses in Camberwell 3124, Canterbury 3126, Surrey Hills 3127 and Balwyn 3103.

All local deliveries are hand delivered by Puzzelly. You must have a safe place to leave your delivery when choosing this option.

Puzzle rental deliveries
Rental boxes are delivered on Tuesdays.

The day before delivery you will receive a text message to confirm your delivery date and approximate time and any delivery instructions you have.

Shop deliveries
Shop deliveries are made within 1-2 business days. If you have a rental delivery booked it will be delivered with your next rental delivery.

Please get in touch if your shop purchase requires urgent delivery and we will do our best to help.

Puzzle rental - free shipping

Orders under $150 - $13 flat rate

Orders over $150 - free shipping

Express rates are available on request.

Our default rental period starts on the date we ship the puzzles so we can write your due date on your order. We add 3 days to account for the average delivery period.

However, if postage takes 1-2 weeks to reach you we don't want to restrict the amount of time you have to enjoy them!

Feel free to leave a comment at checkout or get in touch to let us know you will need a 'delivery extension' and we will add the average shipping time to your rental period.

We re-use shipping boxes and padding materials as much as we can with the goal that everything we use can be recycled or composted. Usually order orders are plastic free but sometimes we may reuse plastic bubble wrap or packing materials that have been sent to us.

Yes, shipping is built into the price for all puzzle rental subscriptions.

We use Australia Post for most of our deliveries.

Delivery times fluctuate and the below are estimated times only.

Within Victoria: 2-4 business days
Interstate: 3-6 business days

You can view current time frames on the Australia Post website.

Quality

Each puzzle is counted to ensure no puzzle is sent out with missing pieces and checked by hand for cleanliness on return. Any debris is removed, the fabric bags are washed and the puzzles spot cleaned with a damp cloth as needed.

Our goal is to never rent a puzzle with a missing piece!

However we are human and the puzzles are checked and counted by hand. If you ever receive a puzzle with a missing piece please get in touch so we can discuss the best solution.

At the moment all of the puzzles in our rental section are new or 'as new' eg, puzzled 1-2 times. Over time we will note the condition of the puzzle on the product page if the condition changes from 'as new'.

All puzzles in our shop are brand new.

If you lose a puzzle piece we ask that you look for it, common places puzzle pieces are lost are under furniture or stuck to clothing. Once you've had a good look then try and relax (easier said than done I know!).

These pieces often show up when we least expect them. If they don't show up within 2 months there may be a small charge of $5 depending on the age of the puzzle.

Woohoo! We're always excited to hear when you've found a missing piece.

If you're a subscriber put the puzzle piece in a safe place and pop it in the damaged piece envelope and return with your next delivery.

If you're unlikely to subscribe again we would appreciate you returning the piece by posting it back to us at PO Box 51, Canterbury Vic 3126.

Sustainability

Every year 26.8 million toys are sent to landfill each year and yes, that figure includes jigsaw puzzles.

While buying preloved puzzles is one solution many people don't have the time to buy and resell. Renting puzzles is a fun, easy way to keep the same puzzles in circulation longer keeping them out of landfill and enjoyed by more people.