Refund Policy

Refund & Return Policy

At Strata, we want you to love building your puzzle as much as you love displaying it. If something isn't right, we'll make it right. Here's exactly how our return and refund process works — no fine print, no surprises.

30-Day Return Window

You have 30 days from the date your order is delivered to request a return. If 30 days have passed since delivery, we're unable to offer a refund or exchange, so we recommend reaching out as soon as you know a kit isn't the right fit.

Condition Requirements

To qualify for a return, your item must be:

  • Unused and unassembled — pieces still on their laser-cut sheets
  • In its original packaging, including inserts, instructions, and box
  • Free of damage not caused by us (see our damaged/wrong-item policy below)

Once wood pieces have been punched out or glued, the kit can no longer be resold, so we're unable to accept it for return.

How to Start a Return

Starting a return is simple:

  • Email support@strata-puzzles.com with your order number and the reason for your return
  • Our team will confirm your eligibility and send you a return authorization along with shipping instructions
  • Please wait for this confirmation before sending anything back — unauthorized returns may experience processing delays

Who Pays for Return Shipping

If you're returning a kit because you changed your mind or ordered the wrong one, return shipping costs are the customer's responsibility. We recommend using a trackable shipping service, as Strata isn't responsible for packages lost in transit back to us.

If your item arrived defective, damaged, or incorrect, we cover return shipping in full — you won't pay a cent. Details are in the section below.

Refund Timeline

Once your returned item arrives at our warehouse, please allow:

  • 1–2 business days for our team to inspect the return
  • 3–10 business days for the refund to be processed and appear back in your original payment method

You'll receive an email confirmation as soon as your refund is issued. Bank and card processing times can vary slightly, but you should see the funds within that window.

Exchanges

Want a different design instead of a refund? We're happy to help.

  • Email us with your order number and the kit you'd like instead
  • Once we receive your original item back in eligible condition, we'll ship your new kit at no additional cost (aside from any price difference between kits)
  • If you'd rather not wait, you can also place a new order right away and return the original separately for a refund

Non-Returnable Items

Some items can't be returned or refunded, including:

  • Kits marked Final Sale at checkout
  • Custom or personalized puzzle kits made to your specifications
  • Gift cards
  • Kits that have been assembled, glued, or altered in any way

These exclusions are always noted on the product page before you purchase, so there are no surprises at checkout.

Damaged or Wrong Items

If your kit arrived damaged, with missing pieces, or isn't what you ordered, that's on us — and we'll fix it at no cost to you.

  • Email support@strata-puzzles.com within 30 days of delivery with your order number and a photo of the issue
  • We'll send a full replacement kit right away, with free shipping both ways
  • If you'd prefer a refund instead of a replacement, we're happy to process that too

You will never be asked to pay return shipping or a restocking fee for an error on our end.

Questions?

Our support team is here to help. Reach out anytime at support@strata-puzzles.com and we'll get back to you within one business day.