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Frequently Asked Questions
 
 

 

Frequently Asked Questions

Frequently Asked Questions

Here is where you will find the answers to our most common customer questions. Click a subject to jump to those questions.

ORDERING
RETURNS, EXCHANGES, AND ORDER PROBLEMS
SHIPPING
TROUBLESHOOTING
PRODUCT AVAILABILITY

ORDERING

Q. What forms of payment do you accept?
A. We accept Visa, MasterCard, and American Express for credit card payment. We also accept PayPal, Check and Money Order.  

Note: Orders will not be processed until payment has been received.

Q. I selected check/money order as my method of payment, where do I send payment?
A. Make Check / Money Order Payable to:
TNG Enterprises 

Please send payments to the following address:
TNG Enterprises
PO Box 123
Marlboro, NJ 07746

Q. How long do I have to submit a Check / Money Order or PayPal Payment?
A.

  • Checks / Money Orders must reach our office within 10 business days from the original date of purchase.  If payment is not received within 10 business days the order will be cancelled without notification unless you contact us to make other payment arrangements. 

  • PayPal payments must be made within 3 days from the original date of purchase.  If payment is not received within 3 days the order will be cancelled without notification unless you contact us to make other payment arrangements. 

Q. I want to pay by personal check; do I still need to place an order online?
A. Yes, by placing your order, the system will set aside inventory until payment arrives and your order is processed. If you send payment without placing an order, we can not guarantee that the items will be in stock once your payment arrives.

Q. I placed an order, but have changed my mind. Can I cancel it?
A. Yes. However, we make every effort to process orders as quickly as possible. If your order has already been processed, we will be unable to cancel it.

Q. How do I place an order?
 A.

  1. You can add items to your cart by clicking on “Add to Cart” or from the product information page by clicking on “Buy This Item Now”.

  2. Proceed to checkout by either clicking on the “Checkout” option near the upper right hand portion of the page, or by going to the “View Cart” screen and clicking “Process Order”

  3. Both will take you to the login page (if you have not already logged in). Here you will either login using the username and password you choose when you registered, or if you are a first time customer, you can register. You may also make your purchase without creating an account.

  4. Next you will fill out the Customer Information, and Billing Information (the address your credit card bills are sent). If you are shipping to an address that is different than your billing address, you can enter that under “Shipping Information”. Select your payment method and enter the required information (including the 3 or 4 digit CVV code). If you are a first time customer and chose to register, you will need to choose a username and password at this time as well.

  5. Lastly you will need to select the shipping method. Please review your order before clicking the “click here to complete your order” button. Before completing the order you may add instructions or comments. When you are through, click the “click here to complete your order” button. Do not click the button more than once; please be patient, as the process may take up to 2 minutes.

  6. When the submission process is complete, you will receive your order number.

Q. I don’t want to place my order on the web; can I place it by telephone?
A. Of course! However, orders placed by telephone are done so in the same secure manner via the website. There’s no difference in you placing your order via the website and us placing it for you over the phone. Our website is secured by GeoTrust.

 

Q. How do the reward points work?
A. Effective 10/28/2008

The Reward Points Program Will End on 12/31/2008. Unused Reward Points Will Expire 12/31/2008.

Reward Point participation requires account registration and an active subscription to our newsletter and promotional emails.

NOTE:  Reward Points may NOT be applied against Tax, Shipping or any other non-product related charge.

Check back in early 2009 for new program.

Q. Is there sales tax?
A. Yes, but only for orders shipped to New Jersey and Texas.

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RETURNS, EXCHANGES, AND ORDER PROBLEMS

Q. What is your return policy?
A. Please refer to the Return Policy page for details. 

Q. I want to return an item, but I already opened it. Can I return it?
A. Sorry, if a product has been opened and you decide you no longer want it, it can not be returned. If there is a problem with the product (i.e. damage, defective); please refer to the questions below. 

Q. How do I report a problem with my order?
A. If you received a wrong item, or if your order is missing items, please contact us immediately. You can call us at 1-877-544-7294 or email us at orders@puzzlesusa.com. 

Q. I received my order but it was damaged, what do I do?
A. If it is damaged in transit, please contact us immediately. We will file a damaged product claim with the courier, once we get that process rolling we will be able to ship out a replacement. 

Q. An item I purchased is defective, what do I do?
A. Regrettably, manufacturing defects do occur. In the case of a defective product, please contact us and describe the nature of the defect. We will be able to put you in contact with the manufacturer and they will ship out a replacement. 

Q. A puzzle I received is missing pieces, what do I do?
A. Puzzle manufacturers guarantee their products 100%. If you receive a puzzle that is missing pieces, please contact us and we will put you in contact with the manufacturer. They will ship out a replacement.

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SHIPPING

Q. What are your shipping rates?
A. Please refer to the Shipping Rates page for details.

Q. How do you ship?
A. Orders are shipped by UPS.

Q. Do you ship internationally?
A. Sorry, at this time we do not ship internationally.

Q. I just placed an order, when will it ship?
A. Orders will be processed in 5-7 business days. We can not guarantee same day shipment.

Q. Do you ship partial orders?
A. Sorry, we do not ship partial orders.

Q. My order didn’t arrive, how can I track it?
A. If you wish to track an order, go to Track Your Orders. Once your order has shipped, you will be sent a UPS tracking number which can be tracked on the UPS website.

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TROUBLESHOOTING

Q. I tried to place my order but my credit card was declined, what do I do?
A. Possible reasons why the credit card would fail are insufficient funds, declined by the credit card company and address verification. Please contact your credit card company for further assistance.

Q. What does "Address provided does not match billing address of card holder" or "AVS Mismatch" mean?
A. An "AVS mismatch", Address Verification error, occurs when the address and/or postal code you provided could not be verified with the records of your credit card company. If you are sure your address is correct, try contacting your credit card company to make sure they have the correct address on file.

Q. When I add items to my cart, it says my shopping cart is empty. Can you help?
 A. Please call us at 1-877-544-7294 and we will be able to assist you.

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PRODUCT AVAILABILITY

Q. How can I tell if a product I see on your website is in stock?
A. Every item you see on our website is in stock. If an item is out of stock, it will not be visible on the website.

Q. I saw a product on your website the other day but now it’s not, where did it go?
 A. When an item is out of stock, it automatically becomes invisible on the website until we have it back in stock.

Q. Can I place an order for an out of stock item?
 A. Sorry, we do not allow for ‘out of stock’ items to be added to orders. Please visit the site often to see if an item is back in stock.

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