4/30/2025
Don't worry, less than 1% 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 protected] with the details of your order and we will help you out.
Can't log in to My Account:
When you place an order on BrilliantPuzzles.com, you have the option to enter a password during checkout, this will automatically create an account for you, but if you did not place a password, the order will be placed for you as guest, without creating an account.
You can always create a new account by going to the My Account page.
If you would like to link an previous order to your new account, please Contact Us with your order number, and the email address for your account.
If you know you created an account but can not login, or you think you forgot the password, please go to the My Account page on BrilliantPuzzles.com and select “Forgot Your Password”. Follow the prompts to reset your password.
If you are still unable to access your account, please Contact Us.
I need to cancel my order:
We understand that plans can change, and that orders may need to be cancelled. Please contact customer service as soon as possible. We will try as hard as possible to cancel the order before it has been processed.
If the order has been shipped, the customer will assume all responsibility to return the order back to BrilliantPuzzles.com in good condition. Once returned, the refund issued will be for the items shipped.
If the order has been shipped, the customer will assume all responsibility to return the order back to BrilliantPuzzles.com in good condition. Once returned, the refund issued will be for the items shipped.
I received a defective or broken item:
All items are inspected before shipping, but things can happen.
If you got a damaged or defective item, please contact our customer service team.
Please email us at mailto:[email protected], or contact us 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.
I need the solution for my puzzle:
Many of our puzzles, have a step by step solution / instruction available, that we can provide upon request.
On the product detailed page, under the product information section, it will indicate if the puzzle have a solution available. Many times it will also have an option to download online the solution. In this case you will see a PDF icon, and a "Online Solution / Instructions" link next to it. Click on that, fill out your email and name, click the submit button, and we will automatically email you the solution file download link.
If no download link available or you lost, did not get a solution, and you would like to get a copy of it, please email us at mailto:[email protected]. Please include the name and the SKU number of the puzzle.
