Shipping & Returns

This policy explains how MazeCrafts Labs, Inc. ships maze-construction kits, wooden labyrinth puzzles and classroom bulk orders, and what happens when something arrives late, broken or simply not right. It applies to every order placed on mazecrafts.com and works together with our Subscription and Billing Terms.

1. Where we ship

We ship to all fifty United States, the District of Columbia, Puerto Rico, and all Canadian provinces and territories. We do not currently ship to other countries, to freight forwarders, or to APO, FPO and DPO addresses, because our kits contain wooden parts and small magnets that need a signature-capable commercial carrier. Digital printable packs are available worldwide and are delivered instantly to your account, with no shipping involved.

2. Handling and transit times

Subscription kits ship in the monthly window described in our billing terms, between the eighth and twelfth of each month. One-off purchases such as wooden labyrinth puzzles and printable bundles leave our Portland workshop within one to two business days.

Transit times exclude weekends and United States public holidays, and they start the day after despatch. Peak periods, severe weather and carrier network events add time; when a delay is systemic we post a notice on the site and email affected orders rather than making you ask.

3. Tracking your parcel

Every parcel ships with tracking. You receive an email with the tracking number when the label is created, a second when the carrier scans the parcel into its network, and a third on delivery. Tracking can take up to twenty-four hours to show movement after the label is created, which is normal and not a sign of a problem. All tracking numbers also appear in the account area under order history.

4. Delivery, address accuracy and refused parcels

Please check your delivery address before each cut-off, especially for school-year moves and classroom changes. If a parcel is returned to us because the address was incomplete, undeliverable or refused, we refund the goods once the parcel is back in our hands, less the actual outbound and return carriage. If a parcel is marked delivered but you cannot find it, check with neighbours and building reception, then contact us within fourteen days of the delivery scan and we will open a carrier investigation.

5. Lost, delayed and damaged parcels

A parcel is treated as lost when tracking has not moved for seven business days in the United States or fourteen business days in Canada. Tell us and we ship a replacement immediately at our cost; we chase the carrier ourselves and never ask you to do it.

If a parcel arrives crushed, soaked or opened, photograph the outer carton before you unpack it, then photograph the contents. Email both to [email protected] within seven days of delivery. We despatch a replacement kit within two business days of receiving the photographs and do not ask you to return the damaged goods unless the carrier requires it for a claim.

6. Missing or broken parts: free replacement, always

Wooden parts split, dowels snap, and occasionally a bag of magnets escapes our count. Any part that is missing, broken, warped or mis-cut is replaced free, with no proof of purchase beyond your order number, and with no time limit for as long as the kit remains in our catalogue.

1. Open the kit and find the part number on the parts map printed inside the lid.
2. Use the replacement parts form in the learning portal, or email [email protected] with your order number and the part numbers you need.
3. We post the parts by first-class mail within one business day. Typical arrival is three to five business days in the United States and seven to ten in Canada.

Teachers can request a classroom spares pack with each term order so a broken dowel never stops a lesson.

7. Thirty-day satisfaction guarantee

If a kit or puzzle is not right for your family or classroom, tell us within thirty days of delivery and we will refund it or credit your account, your choice. Unopened items are refunded in full. Opened items are refunded in full where the build was not what we described, was too hard or too easy for the graded age band, or arrived with a manufacturing fault; otherwise we refund the item less any outbound shipping actually paid. We do not charge restocking fees, and returned kits in usable condition are donated to Portland-area after-school programmes rather than resold as new.

8. How to start a return

1. Email [email protected] or use the returns form in the account area, quoting your order number and the reason.
2. We reply within one business day with a return merchandise authorisation number and a prepaid label for United States addresses. Canadian returns receive a prepaid label where the value justifies it, or a carriage refund on proof of postage.
3. Write the authorisation number on the outside of the carton, repack the parts in their original bags where possible, and include the packing slip.
4. Drop the parcel at any carrier location within fourteen days of receiving the authorisation.
5. We inspect on arrival and issue the refund to the original payment method within five business days. Banks typically show it in a further three to five business days.

Returns sent without an authorisation number can take several weeks to match to an order, so please ask first. We will never refuse a legitimate return because paperwork was missing.

9. Exclusions

• Digital printable packs. Non-refundable once downloaded or viewed, because they cannot be returned. If a file is corrupt, mislabelled or does not match its description, we repair or refund it without argument.
• Custom and engraved items. Personalised name plaques and engraved puzzle bases are made to order and are refundable only for a fault.
• Consumables. Opened glue, paint and finishing supplies are not returnable for hygiene and transport-safety reasons.
• Gift cards. Not refundable, but transferable to another recipient at any time.
• Damage from use. Ordinary wear, over-tightened fasteners, water damage and modified builds are not covered by the guarantee, although replacement parts are still available at cost.

10. School and bulk order returns

Bulk and site-licence orders have their own window because purchasing calendars are slower than household ones. Unopened classroom cartons may be returned within sixty days of the invoice date for a full credit against the account or a refund to the original purchase order. Partially opened cartons are credited pro rata for the sealed kits inside. Return carriage on bulk orders is prepaid by us where the order exceeded five hundred dollars. Credits are applied to the invoice or issued as a refund to the district’s remittance details, whichever your finance office prefers, and we send an amended invoice for your records.

11. Canada: customs, duties and taxes

Canadian orders ship on delivered-duty-unpaid terms. Goods and services tax, harmonised sales tax, provincial sales tax and any applicable duty are assessed at import and collected by the carrier or the Canada Border Services Agency before delivery, along with the carrier’s brokerage fee. These amounts are set by Canadian authorities, are not part of our price, and cannot be refunded by us.

We declare full and accurate values on every commercial invoice and cannot mark a shipment as a gift or under-declare it. Most educational wooden toys carry a low or zero duty rate under current tariff schedules, but classification decisions rest with the border agency. If you refuse a parcel to avoid import charges, the return is treated as a refused delivery under section four. Canadian schools can ask [email protected] for a landed-cost estimate before raising a purchase order.

12. Safety on arrival

Kits arrive with packaging materials, tape and occasional silica sachets that are not toys. Please unpack away from young children and recycle the corrugate, which is unbleached and curbside recyclable everywhere we ship. Age gradings and supervision guidance are in our Safety and Compliance statement.

13. Contact

Deliveries, replacements and returns: [email protected]. School logistics: [email protected]. Telephone +1 (503) 555-0142, Monday to Friday. Returns address is issued with your authorisation number; our office is MazeCrafts Labs, Inc., 214 Birchwood Ave, Suite 3, Portland, OR 97214, USA.