Refund policy

Need to return something you purchased?

We will accept any item as a return as long as it has been less than 60 days since the date of your purchase.

To be eligible for a return, your item must be unused, unopened, and in the same condition that we shipped it. It must also be in the original box AND sealed in the original shrink-wrap.

Gift certificates are non-returnable.

To complete your return, we also require a receipt or proof of purchase.

To start the returns process, please send an email to stating the reason for your return, and requesting a return shipping label. Please note: All shipping costs will be deducted from the refund issued for your return.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If the return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Alternatively, you can request a store credit that you can use to apply to a future order. Store credits have no expiration date and can be used to cover the costs of products purchased and/or shipping costs.

Late refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

We will gladly replace items if they are defective or damaged upon receipt. If you need to exchange it for the same item, send us an email at

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will have to send the refund to the gift giver.

You will be responsible for paying for your own shipping costs for returning your item (although we can provide you with a pre-paid return shipping label so you can take advantage of our discounted shipping rates). All shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over $75, and returning the item yourself, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

International Returns
We are not currently able to provide prepaid return labels for addresses outside of the U.S.

As a result, international customers are responsible for return shipping. Please request the address to send your return to by contacting

Be sure to include your packing slip, or if you no longer have your packing slip, please leave a note with your name, email address registered on Nautilus Puzzles, and your order reference number.

For international returns, we recommend that you keep your return tracking information until your refund has been issued.