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Have questions about your order, or a general enquiry?
How can we help?
FAQ
Shipping & Return
How much do you charge for shipping?
We offer flat-rate shipping anywhere in NZ for $6.5 with tracking, except for rural areas, which are $11.5.
Orders over $99 qualify for free shipping nationwide.
Additionally, we offer flat-rate international shipping for 65 NZD across the globe.
How long would it take to receive my order?
During off-peak seasons, we typically process and ship your order the next business day. We use NZ Post's overnight shipping service for majority of our shipments locally.
During peak seasons, the processing period may take up to 3 business days.
Overall, you can be sure we will ship out your order as quickly as possible.
How will I know when my order has shipped?
Once your order has been shipped, you will receive an email notification with a tracking number from NZ Post. We use NZ Post's overnight shipping service for majority of our shipments locally.
Do you offer free shipping?
Yes, we do! Orders over $99NZD qualify for free shipping nationwide, include rural area.
Do you ship overseas?
Yes! We offer worldwide shipping with a flat rate of 65 NZD, which will be automatically added at checkout. Delivery times may vary based on your location, but we’ll ensure your order is shipped as quickly as possible!
Kindly note that we cannot be responsible for Customs
charges or added taxes incurred upon delivery. Insurance for Priority
Orders can be added upon request to further protect items from loss or
damage during shipment.
What is your Return Policy
In New2play, we value customer satisfaction and we’re here to assist if you need to return an item.
In order to return an item, please contact us within 5 days of receiving your order to arrange the return. Please note that we’re unable to accept returns without prior notification via email. Once your return is approved, we kindly ask that you send the item back to us within 10 business days.
Please see further details on our Return Policy page.
Product
Are your puzzles handmade or mass-produced?
We offer both handmade and mass-produced puzzles. Our puzzles from Japan are handcrafted by skilled puzzle masters, while our European puzzles and smaller puzzle pieces are typically mass-produced to provide consistency quality and availability.
Are the puzzle difficult to solve, and do they come with solutions
Get stuck on a puzzle? Just send us an email and we'll do our best to get you back on track. Please note that some of our puzzles are handmade by small producers in Japan, Germany, etc. and may come with instructions/solutions in different languages.
How do I care for wooden products
To maintain the quality of your wooden products, avoid prolonged exposure to water or direct sunlight. Clean gently with a soft, damp cloth and avoid harsh chemicals.
How do I know which puzzle or playing card is right for me?
Choosing the right puzzle or playing card deck is largely subjective and depends on your preferences and skill level. We encourage you to browse through our website for detailed descriptions and recommendations. If you're still unsure, feel free to contact us—we’d be happy to help you with this!
Do you offer replacement pieces for puzzles or damaged cards for decks
Unfortunately, we don’t offer replacement pieces or cards, as our products come as complete sets and cannot be split. However, if you encounter an issue, please consider contacting us so we can help you with any of your queries.
Are your puzzles suitable for children
Our puzzles are primarily designed for adults due to their complexity. However, we do have some puzzles that are great for younger puzzlers. Feel free to check out collection or contact us for recommendations!
Ordering
Can I change my Shipping Address
If an order was placed and an incorrect address was used, please notify us here immediately. Once your package is in the hands of the shipping service, we are unable to alter the address for you.
How can I track my Order
Once your order has been shipped, you will receive a confirmation email with tracking links associated with NZ post. If you don’t see this email in your inbox, please check your spam or junk folder.
How do I redeem a Gift Card or Discount Code.
Gift Cards and Discount Codes can be redeemed on the checkout page. Enter the Gift Card or Discount Code and hit 'Apply'. The order total will automatically update.
General Questions
Do you offer gift wrapping?
We do offer gift wrapping for select items, but availability may vary. While we can’t guarantee it for every product, we’re happy to try and assist you!
Do you offer corporate gifting options?
Yes, we provide corporate gifting options for selected playing cards and small number of puzzle boxes. However, kindly note that many of our products are limited, therefore we recommend contacting us first to discuss your requirements.
Can I place a custom order
We’re always on the lookout for exciting new items to add to our collection. If you have specific puzzles or playing cards in mind, feel free to contact us with your request. We should be able to fulfill most playing card requests unless the deck is rare or out of print, but we’ll confirm availability once we review your request. Please also note that custom orders or special requests may require additional processing time.
