Find out more in our FAQ
Do you have further questions? Feel free to send us a message to info@teampuzzle.de
Shipping & Delivery
Which countries do you ship to?
Which countries do you ship to?
We deliver to Germany, Austria, and Switzerland.
Important: In the United States, products are sold and shipped through Amazon. Please visit the product detail page for the Amazon purchase link.
How much are the shipping costs?
How much are the shipping costs?
- Germany: from €25.00 free shipping, otherwise €4.95
- Austria: under €25.00 = €9.95, from €25.00 = €6.95
Switzerland: under €25.00 = €12.95, from €25.00 = €9.95
How long does delivery take?
How long does delivery take?
Delivery will take place no later than within 30 days after conclusion of the contract (often sooner – you will see the exact time in your order confirmation).
Can my order come in multiple packages?
Can my order come in multiple packages?
Yes, we may split an order into multiple shipments. You will not incur any additional shipping costs as a result.
What applies to deliveries to Switzerland (customs & duties)?
What applies to deliveries to Switzerland (customs & duties)?
For deliveries to Switzerland, additional customs duties, taxes or fees may apply. These are generally levied by the relevant authorities and are to be borne by the customer. For direct delivery to Switzerland, no German VAT will be charged.
Will I receive a shipping confirmation?
Will I receive a shipping confirmation?
Yes. You will receive an email as soon as your order is on its way to you.
Return
Can I return my order?
Can I return my order?
Yes. You can cancel your order within 14 days without giving any reason. The period begins on the day you received the goods.
How do I cancel my order?
How do I cancel my order?
Simply send us a short message by e-mail to info@teampuzzle.de with your order number and your wish to cancel.
Where do I send my return?
Where do I send my return?
Please send the goods within 14 days of your revocation to:
Spoondrink GmbH
c/o TEAMPUZZLE
Altes Feld 17
31749 Auetal
Germany
Please include the completed return form with your shipment so that we can process your shipment(s) as quickly as possible and initiate a refund.
Who covers the return shipping costs?
Who covers the return shipping costs?
In the case of a cancellation, the return shipping costs are borne by the customer.
Will I receive a refund for the shipping costs?
Will I receive a refund for the shipping costs?
In the case of a full cancellation, we will refund the purchase price as well as the cost of the least expensive standard delivery offered.
Can I return a puzzle if the seal has already been removed?
Can I return a puzzle if the seal has already been removed?
Our puzzles are delivered sealed. If the seal is removed, a return is excluded.
Reason: Once opened, we can no longer reliably check whether all pieces are complete and undamaged. We kindly ask for your understanding.
When will I receive my refund?
When will I receive my refund?
The refund will be issued no later than 14 days after we receive your cancellation. We may withhold the refund until the goods have been returned to us or you have provided proof that you have sent them back.
Hep with your order.
To help us process your request quickly, please always include your order number and, if possible, a photo.
A puzzlepiece is missing - What can i do?
A puzzlepiece is missing - What can i do?
Please send us an email to info@teampuzzle.de with your order number and, if possible, a photo of the puzzle, ideally showing the area of the missing piece. This will help us review your request and find an appropriate solution.
I received the wrong product.
I received the wrong product.
We’re sorry to hear that. If a mix up has occurred, please send us your order number and a photo of the item you received. We will take care of resolving the issue as quickly as possible.
My puzzle has arrived damaged.
My puzzle has arrived damaged.
Please send us your order number as well as a photo of the damaged area and the packaging. This will allow us to review the issue quickly and offer a solution.
Product Safety
What safety standards do TEAMPUZZLE products meet?
What safety standards do TEAMPUZZLE products meet?
Our puzzles comply with the applicable European safety requirements and are CE marked.
From what age are the puzzles suitable?
From what age are the puzzles suitable?
Please note the specific age recommendation on each product. Due to small parts, our puzzles are not suitable for children under 3 years of age (choking hazard). The safety instructions can be found on the back of the product in several languages.
Responsibility & Sustainability
Are sustainable materials used for TEAMPUZZLE products?
Are sustainable materials used for TEAMPUZZLE products?
Our products are made using FSC® certified materials. This means that the paper or cardboard used comes from responsibly managed forests.
Do you take responsibility in your supply chain?
Do you take responsibility in your supply chain?
We are a member of amfori and are committed to responsible and fair production conditions throughout our supply chain.