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To help you quickly understand and solve common problems, we have compiled the following FAQs. If you have any other questions, please feel free to contact our customer service team.
1. Product related
1.1 Does the carpet contain small parts? Is it suitable for infants and young children?
All fabric puzzle carpets we sell are one-piece splicing designs, do not contain any small parts, are safe and non-toxic, and are suitable for infants, children and pets.
1.2 Is the product washable? Is it easy to clean?
The surface of the carpet is easy to scrub fabric, and most stains can be cleaned with a damp cloth. If you need deep cleaning, please check the specific cleaning recommendations on the product page.
1.3 Does the puzzle carpet have an odor?
The product is strictly ventilated before leaving the factory and is basically odorless. If you are sensitive to odors, it is recommended to ventilate for several hours before first use.
2. Order and payment
2.1 What payment methods can be used?
We support major payment methods such as Visa, MasterCard, PayPal, Apple Pay, etc., all processed through encrypted channels, safe and reliable.
2.2 The order was placed incorrectly, can it be modified?
If the order has not been shipped, you can contact customer service to assist in modifying it as soon as possible. If it has been shipped, please refer to the return policy for follow-up operations.
3. Shipping and logistics
3.1 How long will it take to receive the goods?
Usually the order is shipped within 3 working days. Please refer to the “Shipping Policy” page for the specific delivery time.
3.2 How to check logistics information?
After shipment, we will send the tracking number by email, and you can check the logistics status in real time through the link.
3.3 Can the delivery address be changed?
If the order has not been shipped, we can help to modify the address. If it has been shipped, you may need to contact the logistics party to handle it.
4. Returns and refunds
4.1 What should I do if there is a problem with the received goods?
Please contact us by email within 30 days after receipt, and attach a photo description, and we will handle it as soon as possible.
4.2 How long does it take for the refund to arrive?
The refund will be processed within 6 working days after receiving the return and confirming that it is correct. The actual arrival time depends on your payment method and bank processing speed.
5. Contact and Support
5.1 What are the customer service working hours?
The customer service team is online from Monday to Friday 09:00-18:00. You can also send an email at any time and we will respond within 24 hours.
5.2 How to contact you?
You can contact us via the following methods:
Address: 16 Cranmer Ct, Ravenhill, Swansea SA5 5EW GB
Tel: +44 1792578384
Email: shipping.inquire@summersplashguns.com