At Brilliant puzzles we take security very seriously. Our site is secured by 256-bit SSL (secure socket layer) encryption provided by Verisign so all your information is kept completely secure. We are fully compliant with all Payment Card Industry (PCI) security standards.
Additionally we have gone a step further than any of our competitors and partnered with McAfee, the leader in internet security to provide us with full daily security scans. Our website is fully tested and certified by Mcafee every day to ensure that you are safe from identity theft, credit card fraud, spyware, spam, or viruses. This is the same testing used by many of the largest internet retailers in the world to ensure their own site security including Petsmart, GNC, Turbo Tax, NBC, the American Red Cross, and hundreds more. For full details please view our Site and Payment Security.
Most of our items are available for immediate shipment, and state on the product page that they are in stock. We will email you with tracking information as each part of your order ships. You can always cancel all or part of your order before it ships. Some items can be temporarily not in stock. Those will state that they are out of stock and you will not be able to add them to your cart, however if you wish to be notify when they are back in stock, you can click on the "put me on the waiting list" button, and fill out your information. Once the product is back in stock, an email will be sent to you.
We sell only new items. On our clearance sale category, you may also find items that are new but not in a perfect condition, like open box, or have a minor defect. The condition will be stated on the item page.
If you have any questions or problems you may email us at firstname.lastname@example.org. You can also call our toll free number at 888-707-7080. Customer support is available by phone M-F, 10 a.m. to 6 p.m. Eastern time. We are closed on national holidays.
For domestic customers (including Alaska, Hawaii, Puerto Rico, and APO/FPO addresses) standard shipping on orders over $59 is free. For orders under $59, expedited shipping, and all International orders, shipping costs are calculated at the time of checkout. Shipping prices are based upon distance and weight and are calculated through USPS or UPS. We do not overcharge or make a profit on shipping.
When shipping to a US address, you can estimate the shipping cost and carriers options at the Cart page.
Please enter the zip code for the shipping address in the calculate shipping box and click on the "Go" button.
For full details please view our Shipping Information.
If your order is placed before 1:00pm EST, it will usually ship the same day. After 1:00pm EST, it will ship the following business day.
Business days are Monday through Friday, excluding holidays. Standard domestic packages generally arrive in 2-6 business days from time of shipment. Expedited shipping averages 2 to 3 business days. Business days do not include weekends or holidays. All orders ship via USPS or UPS and we cannot guarantee shipping or delivery dates, these are only estimates. Please see international section for international delivery times.
All domestic packages are shipped with tracking information or delivery confirmation (for USPS). The shipping information will be emailed to you once your items ship. Tracking and order status can also be viewed through the website by creating an account. For International orders the USPS only provides tracking information for Priority International packagesor Express packages, not for any First Class International packages.
Shipping costs are calculated at the time of checkout. Shipping prices are calculated through USPS (to Canada UPS ground is also available) and are based upon distance and weight.
You can estimate the shipping cost and carriers options at the Cart page.
Please enter the country, province or city and the postal code for the shipping address in the calculate shipping box and click on the "Go" button.
International shipping times can vary widely. When you check out you have a choice for First Class International, Priority International (Priority is the only option for packages over 4 lbs.), or Express International. First Class orders to Canada average 6 to 12 business days, and Priority averages 5 to 9 business days. For all other countries Priority averages 6 to 10 business days. First Class shipping varies too widely to be estimated. Please note about 5% of international orders take longer than normal, up to 4 or 6 weeks to arrive. This is often due to a hold-up in customs or mis-routing in the country. Although we cannot guarantee delivery time we do guarantee that your item will arrive. If it has been long enough for the USPS to classify it as lost we will ship a replacement.
Brilliant Puzzles is not responsible for any levies, duties, import fees, taxes, or other charges. We suggest you check with your local government agency to determine the extent of such charges prior to purchase. Credit will not be given for packages not delivered due to non-payment of fees.
Don't worry, less than 1 in 10,000 of our shipments fail to arrive at their destination – however the USPS does sometimes misroute them or in the case of international shipments they can be held up in customs. In the unlikely event that your order is lost we will of course send you another. If you are in the US and it has been over 2 weeks since your order shipped, or if you are international and it’s been over 6 weeks please email us at email@example.com with the details of your order and we will help you out.
All items are inspected before listing, but things can happen.
If you got a damaged or defective item, please contact our customer service team by phone at 1-888-707-7080 whitin 7 days of receipt of merchandise. Our customer service team will provide you with RMA number and instructions, We'll exchange your item or you will be refunded the price of the item as well as any applicable taxes and shipping costs. Please note that in order to receive a refund for the shipping cost of the item, you must contact our customer service team before returning the item to us.
We offer for almost all of our puzzles, a step by step solution / instruction sheet that we provide with the puzzle or game. If you lost, did not get a solution, and you would like to get a copy of it, please email us at firstname.lastname@example.org. Please include the name and the SKU number of the puzzle.