Return policyUpdated 6 months ago
Returning your product is simple. We allow you to start a return or exchange within 90 days of delivery using our self-service online portal.
Returning your product
- Products should be in "like new" condition*
- Include the original product packaging and accessories (if applicable).
- Box up your return securely to avoid damage while in transit.
*Products with signs of heavy use may be subject to a restocking fee
Return outcomes
- Refund to the original payment method*
- Available within 30 days of delivery
- Store credit (instantly redeemable)
- Exchange*
*Unavailable for customized products and apparel.
Processing & distribution of credit
- Store credits & exchanges are processed once the return tracking reflects a pick-up scan.
- Refunds to the original payment method are processed upon arrival and inspection of the return within 5 business days.
Restocking fee
Returns are subject to a 20% restocking fee for the following:
- Missing or damaged product packaging
- Missing accessories
- Popped puzzles
- No pieces are broken
- Item is fully functional after being re-assembled.
- Signs of heavy use
- Chipped stickers
- Peeling stickers
- Damaged components from dropping or user error
Gift returns
Eligible for a store credit or exchange. Cash refunds are unable to be re-routed to another card or bank account.
Policy exclusions
*Damaged or defective products do not apply.
- Apparel and clothing
- Items made to order
- Customized products
- Mystery items
- Services (setups, coatings, sticker application)
Terms & conditions
- Returns sent without a valid return authorization number will be refused.
- The use of a prepaid return label generated by us is required unless stated otherwise.
- Fees associated with sending back an item that was returned in error are the customer's responsibility.
- If returned items do not match what is listed on the return authorization, the return will be refused and no refund or exchange will be processed.
- Fees associated with sending back items not listed on the return authorization are the customer's responsibility.
- If an incorrect return reason is used, additional return fees may apply at our discretion.
- We reserve the right to refuse a return if we feel our policy is being abused.