SHIPPING & DELIVERY
Processing Time
All products are processed within 0–1 business days.
Orders placed before 12:00 may be processed on the same day;
otherwise, they are normally processed on the following business day.
Delivery Time
Orders are normally delivered within 1–2 business days
after dispatch with BRT or TNT Express.
Once your order has been shipped, you will receive an email
containing your tracking information.
All orders are dispatched from our warehouse in Italy.
TRACK YOUR PACKAGE
BRT
Track your BRT shipment
TNT
Track your TNT shipment
INTERNATIONAL SHIPPING
You can obtain a real-time shipping quote for your international
order during checkout. Shipping rates are calculated according
to destination, dimensions, weight and order value and may therefore vary.
International orders may be shipped with FedEx, DHL or another
suitable tracked courier. Orders shipped outside Italy may
occasionally experience delays due to circumstances outside our control.
Please note that any customs duties, import taxes or other charges
imposed by the destination country are the responsibility of the
customer and are not included in the purchase price.
Missing Package
If your order has not arrived at your address, it may have been
delayed by the courier, held during customs clearance or affected
by an incorrect delivery status.
Please allow an additional 24–48 hours after the
expected delivery time, as tracking systems can occasionally show
a package as delivered or delayed before the actual delivery takes place.
If you still have not received your order after 48 hours,
contact us at
support@puzzle3d.co
.
Our team will assist you as quickly as possible.
Delivery Options
Can my package be delivered to a parcel shop?
At present, we cannot guarantee delivery directly
to a parcel collection point. Available delivery
options depend on the courier and destination.
Is there a faster delivery option?
Available shipping services are shown during checkout.
Delivery speed depends on the destination and courier.
Which delivery options are free?
Orders over €60 qualify for free shipping
where this option is available.
Can I schedule my delivery?
Delivery scheduling depends on the courier.
Once your shipment has been dispatched, the courier
may provide additional delivery options through
the tracking page.
Which couriers do you use?
We use several couriers depending on the destination,
size, weight and type of order.
For shipments within Italy we mainly use
BRT and TNT Express.
International orders may also be shipped with
FedEx, DHL or another tracked courier.
Do you ship to islands and remote areas?
We ship throughout Italy, including islands.
Availability and delivery times for remote locations
may vary according to the courier.
Delivery Problems
My item arrived damaged
We are sorry that your item arrived damaged.
Please contact our Customer Service team and,
whenever possible, include clear photographs
of the product and packaging.
This will help us resolve your request as quickly
as possible.
Parts of my product are missing
If any components are missing from your product,
please contact our Customer Service team and tell
us which parts are missing.
Please include your order number and, if possible,
a photograph of the product and its contents.
Tracking says delivered, but I received nothing
First check whether the courier left the package
with a neighbour, reception desk or another safe
delivery location.
You can also check the tracking link in your
shipping confirmation email for additional details.
If the package is still missing, please contact
our Customer Service team.
Why was my order cancelled?
In rare cases, we may be unable to fulfil an order.
Common reasons include:
- The product is out of stock.
- The order could not be confirmed.
- The delivery address is incomplete or incorrect.
Why is my tracking number not working?
Tracking information may take up to
24 hours to become active after
the shipment has been created.
If you ordered several products, your order may
also be shipped in more than one package, each
with its own tracking number.
If your tracking number is still inactive after
24 hours, please contact us.
I have not received my complete order
Some orders may be shipped in separate packages.
This can happen when it allows us to dispatch
available products sooner.
Check your shipping confirmation email for all
available tracking numbers.
If no additional tracking information appears
within 72 hours, please contact our Customer Service team.
ORDER STATUS
Has my order been shipped?
Your order is normally dispatched within
2 business days after payment is received.
As soon as the shipment is ready, you will receive
an email containing your tracking link.
How can I track my order?
As soon as your order has been processed for
shipment, we will send you an email containing
a tracking link.
You can use this link to follow the shipment
directly on the courier’s tracking portal.
If you have not received the email, please also
check your spam or junk folder.
What are the different shipping statuses?
The most accurate shipping status is available
through the tracking link included in your
shipping confirmation email.
The courier will update the status as your package
moves through its delivery network.
When will I receive my tracking number?
You will automatically receive a tracking link
by email as soon as we begin the shipping process.
Tracking may require up to 24 hours to become
fully active in the courier’s system.
Why is my order arriving in separate deliveries?
We aim to dispatch orders as quickly as possible.
In some cases, this means that products may be
shipped in separate packages.
When this happens, you may receive a separate
tracking number for each package.
Shipping Details
How can I change my delivery address?
Once an order has been placed, changing the
delivery address may no longer be possible.
Please contact our Customer Service team as soon
as possible if you notice an error in your address.
Can somebody else collect my package?
Collection requirements depend on the courier
and collection location. Identification may be
required before a package can be released.