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 email us within 7 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. Don’t forget to include your name (as it appears on your order) and the order date when reaching out.

Conditions for Returns:

  • Playing Cards: Once the seal is broken and the deck is opened, the item is no longer eligible for return or refund.
  • Puzzles: If you have begun solving the puzzle or taken the initial steps to solve it, the item cannot be returned or refunded.
  • General Returns: Returned or exchanged items should be in their original condition and packaging.
  • Damaged Items: If the item you received is broken or damaged upon arrival, please contact us immediately with photos of the damage. In such cases, we will cover the return shipping fee. For all other return reasons, customers are responsible for the cost of return shipping.

To return your item, please contact us and we will send you an address for the item to return to.

Once we receive and inspect the returned item, we’ll process your refund within 5 business days after the review and approval of the return.

For items valued over $75, we suggest using a trackable shipping method or adding shipping insurance for peace of mind and to make sure your package reaches us safely. While tracking isn’t required, it helps us confirm the return, as we cannot be responsible for items lost in transit without it.

If you have any questions or concerns, please don’t hesitate to reach out—we’re here to help!