Frequently Asked Questions
Frequently Asked Questions
Everything you need to know about building, buying, and gifting Strata puzzle kits. Can't find your answer here? Reach out to our support team and we'll get back to you within one business day.
How long does shipping take?
Orders are processed within 1–2 business days. Once shipped, standard delivery typically takes 4–7 business days within the continental US, and 8–15 business days for international orders. You'll receive a tracking link by email as soon as your kit ships, so you can watch it make its way to you.
What is your return and refund policy?
We want you to love your Strata kit. If your puzzle arrives damaged or with missing pieces, contact us within 30 days of delivery and we'll send a free replacement set — no return necessary. If you simply change your mind, unopened kits in original packaging can be returned within 30 days for a full refund. Once a kit has been opened or assembled, it's no longer eligible for return, but we're always happy to help troubleshoot a tricky build.
What materials are your puzzles made from?
Every Strata kit is laser-cut from sustainably sourced birch and basswood plywood. We choose these woods for their strength, fine grain, and smooth finish, which means clean edges, precise joints, and pieces that pop out easily without fraying. Nothing is 3D-printed or plastic — what you build is real wood, meant to last and display proudly.
Do I need glue or tools to assemble the kits?
No glue or tools required. Every piece is laser-cut to snap together with a friction-fit design, engineered for a snug, satisfying click. Some of our larger architectural and mechanical models include optional glue points for extra durability if you plan to move or ship the finished piece, but the vast majority of builders complete their models glue-free.
How difficult are Strata puzzles, and how long do they take to build?
Our kits are rated Beginner, Intermediate, or Master on every product page. Beginner kits (like our Desktop Collection) take about 1–2 hours, Intermediate builds (Mechanical Series) run 3–6 hours, and Master-level kits (large-scale Architecture and Kinetic models) can take 8+ hours across multiple sessions. Every kit ships with numbered pieces and an illustrated, step-by-step guide, so no prior puzzle experience is needed to start — just patience for the bigger builds.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as PayPal, Apple Pay, Google Pay, and Shop Pay. Shop Pay also lets you split your purchase into interest-free installments at checkout if you'd rather spread the cost of a larger kit over time.
Are Strata kits good gifts, and do you offer gift packaging?
Absolutely — they're one of our most popular gift categories, especially for birthdays, holidays, and milestone occasions. Each kit arrives in branded Strata packaging that looks great straight out of the box. At checkout, you can add a gift note and select gift wrap for a small fee, and we're happy to ship directly to the recipient with a price-free packing slip.
What if I lose or break a piece after assembly?
It happens, and it's an easy fix. Just email us your order number and the piece code printed on your instruction sheet, and we'll ship a replacement piece free of charge, no matter how long ago you purchased your kit. We keep spare parts in stock for every model we've ever released.