Cancellation Policy

Last Updated: May 2026

1. Introduction

At Puzzle Books Co, we strive to provide our customers with a seamless shopping experience. We understand that sometimes circumstances change, and you may need to cancel an order. To ensure complete transparency, consumer fairness, and data alignment under United States e-commerce standards, we have outlined our cancellation criteria below.

By placing an order on our website, you agree to the terms outlined in this policy.

2. Cancelling an Order

2.1 Cancellation Before Dispatch

To cancel your order, please contact our customer service team as soon as possible. We can only process immediate cancellations for orders that have not yet entered our fulfillment or printing queue.

  • If your order has not yet been processed or shipped, we will cancel it immediately and issue a 100% full refund to your original payment method.

2.2 Cancellation After Dispatch

Once an order has been dispatched from our facility or handed over to our shipping carriers (USPS / UPS), it can no longer be cancelled. However, you are fully welcome to return the physical item under the guidelines of our Refund & Return Policy after receiving the package at your destination address.

  • Note on Delivery Refusals: If you refuse delivery of an active shipment or fail to collect your package from the carrier, it will be handled as a standard return, and any applicable return shipping fees charged by the carrier may be deducted from your final refund.

3. Refund Processing for Cancellations

If your cancellation request is submitted and approved before dispatch:

  • Refunds are processed internally within 5 business days following your cancellation confirmation.

  • All credits are securely issued directly back to the original payment method used during the initial purchase.

  • After our system issues the credit, your banking institution or credit card provider may take an additional 3–5 business days to post the funds to your account statement.

4. Special Conditions & Product Exemptions

The following rules apply to specific categories across our storefront:

  • Digital Products: For our specialized digital formats (including Kindle Scribe format word search files and downloadable printables), cancellations and refunds are not applicable once the secure download link has been generated and electronically delivered to your email address.

  • Physical Books: For our physical paperback and hardcover series (Lost and Found hidden-object editions), cancellations are strictly restricted to the pre-processing window. Once printed, packed, or labeled for transit, they must follow standard return protocols.

5. How to Request an Order Cancellation

To ensure our warehouse team can flag your order before it gets loaded onto the carrier trucks, please contact us immediately with the following details:

  1. Full Name:

  2. Order Number:

  3. Date of Purchase:

  4. Reason for Cancellation:

Our support team will review your submission and respond back to your inquiry within 48 business hours.

6. Verified Corporate Contact & Operating Metrics

If you have any questions regarding our Cancellation Policy or need to pull an order back, please reach out to us directly through our verified business information:

  • Brand Name: Puzzle Books Co

  • Legal Corporate Entity Name: BookLyte LLC (doing business as Puzzle Books Co)

  • Direct Customer Support Email: info@puzzlebooks.co

  • Direct Customer Support Phone: +1 (620) 498-3704

  • Official Business Mailing Address: 4925 S Broadway Ave, PMB 2225, Wichita, KS 67216, USA

  • Business Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM CST (Central Standard Time)
    Saturday and Sunday closed