Home → FAQs
- What is Puzzle Post?
Puzzle Post is a personalised puzzle subscription service.
Subscribe with us and we'll deliver a new, handpicked puzzle once a month to you or a gift recipient of your choice. Tailored to the recipient’s tastes, our puzzle subscription packages make the perfect gift for any puzzle lover - young or old!
- How does it work?
Sign up for yourself, or create the perfect gift for any occasion in a few simple steps:
- Choose a puzzle subscription category
- Choose a monthly (recurring) subscription, or a fixed term subscription (1, 3, 6 or 12 months)
- Give us some information about the recipient to help us handpick a personalised puzzle subscription
- Sit back and wait to be pleasantly surprised with a new puzzle each month
- Do I get to find out the puzzles that get sent out as part of the subscription I’ve purchased?
Puzzle Post is a surprise puzzle delivery service, therefore, you won’t know what puzzles are being sent each month. The puzzles will be tailored to the recipient’s tastes. That is why the more information you give us at the time of placing your order, the more personalised we can make your subscription!
We also offer a Love Your Puzzle Guarantee – which you can read all about on our About page.
- Will I get a gift receipt after my order is placed?
If you purchase a subscription as a gift, we will e-mail you a gift receipt PDF within 1 business day of your order. This gift receipt will contain the subscription details, who the gift is from, and your personalised message (if you included one at checkout). Please remember to also check your spam/junk folder.
Please note that gift receipts aren’t issued if you’ve purchased a subscription for yourself. Gift receipts are also not available for orders placed through third-party sites, such as iSubscribe.
- I’d like to choose the puzzles included in the subscription. Can I do this?
If you’d like to tailor a specific subscription, you can email us at email@example.com. We will then reply within 48 hours with a custom quote.
- I already own the puzzle you sent me. Can I exchange it?
Yes, we offer exchanges on all subscription orders for puzzles which you receive from us that you already own. Please email us at firstname.lastname@example.org and we can arrange for a replacement puzzle to be sent out to you. In order for a replacement puzzle to be sent, the puzzle which is being replaced must be posted back to Puzzle Post in an as-new condition with the plastic seal intact. We’ll send you a reply paid postage label for you to return the puzzle to us in the box it was sent to you in.
You can also provide us with some more information about your puzzle history, so that we don't send you another puzzle that you already have!
For further information, refer to our Terms & Conditions.
- How can I cancel my monthly (recurring) subscription?
Please visit the Manage your subscription page to cancel an active subscription you hold with us.
Please note that all cancellations are processed within 1 business day.
- I haven’t received a confirmation of my order or my gift receipt.
Remember to check your junk/spam folder, as the confirmation/receipt emails may have ended up there. You can also add email@example.com to your contacts list to ensure messages from us are always delivered to you.
Order confirmations are automatically generated after your order is placed, and gift receipts are issued within 1 business day once an order is placed.
- How do I pay for a subscription?
Pay by the month
When you sign up for a monthly (recurring) subscription for yourself or as a gift, the cost of your subscription will be debited from your card on a recurring monthly basis. There are no obligations for recurring subscriptions, and you can cancel at any time. Your card will be debited on the same day each month, starting from the day on which you subscribe. Please note that PayPal is not available as a payment method for monthly (recurring) subscriptions.
Pay up front
You can also choose to pay for your subscription (or gift subscription) up-front. When you pay for a subscription up-front, you will be charged the total subscription amount up-front in one transaction.
- Are my credit card details secure?
Our website and payment gateway are secured by 256-bit SSL encryption. Your personal information and payment are securely transmitted when you place an order. Puzzle Post does not store your credit card details after an order has been made.
- Which payment methods does Puzzle Post accept?
We accept payment via VISA, MasterCard, American Express and PayPal. Please note that PayPal is not available as a payment method for monthly (recurring) subscriptions.
- My discount code isn’t working, what should I do?
We regularly run promotions and discounts. If your discount code is not working, it is likely that promotion has already ended. If you hold a discount code which you believe should work, please email us at firstname.lastname@example.org.
- I’m having issues making a payment. What can I do?
We regularly test our website and payment gateway to ensure that everything is functioning correctly. If you are having any issues making a payment through our website, please email email@example.com and we will investigate the issue for you.
- How much is postage?
Regular tracked postage to Australia is included within the monthly cost of all subscriptions, so there is nothing extra to pay.
- When will my puzzles be posted to me?
If you’ve purchased a subscription, you or your loved one should expect to receive a new puzzle by the last day of the month.
Your subscription will commence within the month your order is placed, provided you place your order by the 20th of the month. In other words, if your order is placed on or before the 20th of the month, your first puzzle should be received by the last day of that same month. Alternatively, if your order is placed on or after the 21st of the month, your first puzzle will arrive by the last day of the following month.
We send out all puzzles via Australia Post eParcel. At times, there may be circumstances outside of our control which may delay a puzzle delivery, therefore we can’t always guarantee that your puzzle will reach you by the last day of each month.
We’ve recently had an influx of orders and are working hard to ensure that each subscription is fulfilled in accordance with our delivery cycles.
We are aiming to ship all orders placed between 21 April and 20 May by the end of May, as per our FAQs.
There may be some delays for some orders due to stock limitation. You will be contacted by email on or after 21 May if your order will be delayed.
- Can you send a puzzle overseas?
If you are interested in placing an order to be shipped to an international address, please feel free to contact us at firstname.lastname@example.org to receive a customised quote for puzzles and international postage.
If you are currently overseas and are placing a gift order for someone in Australia, please enter your billing address and select Australia as the country at checkout. This won't prevent your order from going through.
- I still haven’t received my puzzle, what can I do?
If you haven't received your puzzle by the last day of the month, please contact us at email@example.com so that we can investigate. We will respond to your enquiry within 48 hours.
Note that Puzzle Post is not responsible for any postage delays caused by Australia Post.
- I’ve changed address, can I amend my subscription?
Yes. If your postal address changes during the course of your subscription, just send an email to firstname.lastname@example.org as soon as possible and we will update your postal address for all future deliveries.
- Can I purchase a subscription for someone in Australia if I am overseas?
Yes! You can enter your overseas address in the Shipping Method screen when placing your order, and select Australia as the country. This won't prevent the order from going through.
- I have a question that isn’t listed above
Email us at email@example.com and we’ll respond within 48 hours to assist with your query.