Frequently asked questions

Where is Wooden Puzzle based?

Wooden Puzzle is operated by UNIPUZZLES TRADING CO. LTD, registered in Hong Kong. Company registration and dispatch location are different. Contact support@wooden-puzzle.com if you need to confirm the dispatch location for a particular order.

When will my order arrive?

Preparation and transit are separate. See our Shipping page for processing times and destination-specific transit estimates. These are estimates, not guaranteed arrival dates, and customs or carrier delays may add time. If you need a gift by a specific date, contact us before ordering.

Do you ship to my country?

Available destinations, shipping services and final charges are shown at checkout. If no shipping option is available for your address, contact us before placing an order.

How do I track my order?

Use the tracking number in your shipping confirmation on our tracking page. If the delivery status is unclear or a parcel is marked delivered but has not arrived, contact support@wooden-puzzle.com with your order number.

Which payment methods and currency can I use?

The available payment methods, final currency and total are shown at checkout. Review them before paying.

What if my puzzle is damaged or has missing pieces?

Email support@wooden-puzzle.com with your order number, a description and clear photos. See our Return Policy for return and replacement instructions. Contact us before sending anything back.

Can I change or cancel an order?

Contact us as soon as possible. Changes depend on the order status and cannot be guaranteed after processing or dispatch. See our Refund Policy for the applicable conditions.

Will customs charges apply?

Customs and import fees may apply depending on the destination. Please review our Shipping page and the information shown at checkout.

How is my information used?

Read our Privacy Policy for details about personal information and your choices.

How do I contact you?

Email support@wooden-puzzle.com or use our Contact page. Include your order number and the email address used at checkout. If you entered an incorrect address or email, contact us promptly.