FAQs
Problems with order
Q: Delay in my order.
A: Our estimated delivery time is 3-18 days. We recommend tracking https://www.17track.net/en your order using the provided tracking number. If you have any further concerns, please contact our support team: service@peckeroom.com.
Q: How can I track my order？
A: Our system will automatically send the shipping notification email to you when your order is shipped. You can click the link in the email to check your tracking information. Or you can copy the tracking number to track it on 17track (https://www.17track.net/en). If you still do not how to track it, please contact us at service@peckeroom.com. We will send the detailed information to you.
Q: My order hasn’t been delivered.
A: It is likely that the issue arose with the courier service. You can reach out them for support and assistance. Alternatively, you can email us, and we will handle it for you: service@peckeroom.com.
Q: My puzzle is missing a piece or I damaged the puzzle while assembling it.
A: We apologize for the inconvenience. Please contact our customer service team service@peckeroom.com to communicate the missing or damaged puzzle piece. Our team will assist you in resolving the problem as quickly as possible.
Q: What should I do if I encounter difficulties during the assembly process?
A: Building wooden models and puzzles can sometimes be challenging. If you encounter any difficulties or have questions during the assembly process, we recommend referring to the assembly instructions included with the product. Additionally, you can reach out to our customer support team for assistance and guidance service@peckeroom.com. They will be happy to help you overcome any challenges you may face.
Q: I made a mistake in my order/I want to add an item to my existing order.
A: We understand that mistakes can happen, such as selecting the wrong item, incorrect quantity, or shipping address, please contact our customer support team immediately at service@peckeroom.com. Provide them with your order details and the necessary corrections or changes you would like to make. Our team will do their best to assist you and ensure that your order is adjusted accordingly.
Q: I want to cancel my order.
A: If your order isn't already being processed, then yes, we can cancel your order. Email us that you want your order canceled (please include the order number) and we'll cancel it if we can and give you a full refund.
Q: I found my shipping address was wrong, can I change it?
A: If your order hasn't been shipped, then we can change it for you. Please email us at service@peckeroom.com and send the correct shipping address as soon as you can for instance, and we will do our best to get this taken care of for you.
Q: How secure is my online order?
A: When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.
Product
Q: Is your product suitable for children?
A: We have wooden animal puzzles for 4-8 year olds and name puzzles for babes under 4. While they can assemble our wooden puzzles themselves, please make child safety a priority! Ensure that children under the age of three are accompanied by an adult when touching the puzzles. This precaution is vital to prevent any potential choking or scratching hazards. Assembling puzzles a great activity that engages the entire family and provides an enjoyable experience for everyone.
Q: Are there any additional accessories required for your products?
A: Everything you need is already included in the product package.
Q: Can I see what the customized product looks like before shipped？
A: We will produce the product as the picture you provided to us. And if you want to preview your product please contact us.
Q: Do you offer gift wrapping for your products?
A:Unfortunately, we do not offer gift wrapping services. However, our packaging is designed to be gift-ready, so you can present it as a beautiful gift without any additional wrapping.
Q: I am a blogger and would like to place an order.
A: If you are a blogger and would like to collaborate or If you have any special requirements or questions regarding your order as a blogger, please contact our customer service team at service@peckeroom.com.
Q: Are your products accompanied by CE certifications?
A: Absolutely! Our products proudly carry CE certifications, ensuring their adherence to sustainable forestry practices and compliance with European safety standards.
Shipping
Q: How long will it take for my product to arrive?
A: In general, most of our orders are delivered in about 3 to 18 business days to the main countries.
Q: Do you offer Free Shipping?
A: We offer Free Shipping on orders over $59.
Q: What is the shipping cost? How long will it take to arrive?
A: Shipping costs depend on your address and the weight of your order. Standard shipping costs about $5.90, fast shipping costs $7.90
We have 4 options of shipping method:
- Free Shipping takes 10-18 workdays for delivery
- Standard takes 10-18 workdays for delivery
- Fast Shipping takes 8-15 workdays for delivery
- Urgent Shipping takes 3-5 days for delivery （Canada and USA only）
**International transportation takes a long time, and it may be delayed due to extreme weather, strikes or other irresistible factors. This is a normal phenomenon. You can contact us at service@peckeroom.com for more logistics information.
Q: What is the shipping date?
A: The off-season delivery time is generally about 3-4 days after the order is placed. About a week in high season.
Q: Where are the products shipped from？
A: Our factory based on Asia. So we will ship from Asia.
Return
Q: What if I am not satisfied with the product after I received it? Can I return and get a full refund?
A: If you are not satisfied with our product, please email us at service@peckeroom.com. Yes you can return, If it is a product quality problem, we accept the return and will give you a full refund. If it is your unilateral problem, then we will check whether the product is intact and can be continued to sell on our website after receiving the product. If so then we will refund you not including the shipping cost.
Q: What is your return policy?
A: You can read our refund policy for more details.
Payment
Q: What forms of payment do you accept?
A: We accept various forms of payment, including credit cards (Visa, MasterCard, American Express), PayPal.
Q: Are there any exchange rates?
A: All of our transactions are based on US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Discounts and bonuses
Q: Do you offer discounts on your products?
A: Yes, we regularly run promotions and sales where discounts are offered on our products. Stay tuned to our website and subscribe to our newsletter to stay informed about all the latest promotions and special offers
Contact us
Q: How to contact you?
A: Any questions please email us at service@peckeroom.com. Reply within 4-8 hours on working days.
Contact Us
You can find Our contact address in our notice.