Last updated: October 02, 2025. Currency: USD. Regions served: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal.
About this page
Casiogap designs and creates unique Wooden Puzzles and Brain Teasers, and accepts returns from the regions listed above. This policy outlines how Casiogap handles returns, exchanges, and refunds for purchases of these handcrafted logic items. All financial amounts are processed in USD. Where eligible, Casiogap issues the return label or schedules the carrier pickup and manages all associated VAT/GST, duties, brokerage, and customs processing for the return shipment. This ensures you pay nothing upon sending the item back when using Casiogap’s provided paperwork (DDP on returns where available).
Quick overview
- Return window: 30 days from the date of delivery. Always start the process by contacting support with your order number.
- No customer charges on eligible returns: Casiogap provides the prepaid shipping label or schedules carrier collection and covers cross-border taxes and duties. No restocking fee on eligible returns.
- Refund timing: Processed within 7 business days after the returned item arrives and passes inspection, issued in USD to the original payment method (store credit is available upon request).
- Support cadence: Casiogap replies within 1–2 business days on working days (PST).
Return Eligibility for Handcrafted Items
Items must be new, unused, and unmodified to ensure the integrity of the specialized wooden components and logic mechanisms is protected during return transit.
- Voided Returns: Evidence of use or alteration—such as scratches, dents, stains, distinct odors, or any modification like drilling or permanent gluing—will void preference returns (change of mind).
- Packaging: Please include all original protective materials whenever possible (wrapping, foam, hardware packs, manuals). If the original packaging is unavailable, you must repack the item using materials that offer an equivalent or higher level of protection.
- Condition: Items that have been installed or significantly altered may only be returned if Casiogap confirms a manufacturing defect or verified carrier damage.
Natural Wood, Naturally Unique
Solid timber exhibits inherent variation in grain structure, color tone, small knots, and natural figure. These are considered authentic characteristics of the material, not defects, and will be evaluated accordingly in compliance with consumer standards.
If Something Is Wrong (Damage, Defect, or Wrong Item)
If an item arrives damaged (e.g., a logic mechanism is misaligned), exhibits a production fault, or does not match the model/size/finish ordered, Casiogap will ensure the issue is corrected. Common issues for handcrafted goods include misaligned joins or pieces that do not fit together correctly.
- Resolution: Casiogap provides prepaid return shipping and offers either a replacement or a full USD refund. Any outbound shipping cost paid at checkout for that specific item is also refunded.
- International: For international returns, Casiogap covers all VAT/GST, duties, brokerage, and customs processing fees when Casiogap’s label and return documents are utilized (DDP on returns).
Change of Mind (Fit, Appearance, or Finish)
Preference returns are accepted within 30 days if the item is unused and properly packaged. Casiogap covers the return shipping cost; you are not required to pay any additional fees beyond the initial purchase. After inspection confirms all parts are complete and the item is in like-new condition, Casiogap refunds the product price in USD.
- Shipping Cost: The original outbound shipping cost, if any was paid at checkout, is not refunded on preference returns.
Items Not Eligible for Return
- Gift cards, final-sale/clearance items.
- Custom or made-to-order items (e.g., special requests for wood type or carvings) unless verified as defective or damaged upon delivery.
- Items that have been used, assembled (beyond simple test-fitting), installed, modified, or refinished.
How to Start a Return
- Contact: Email [email protected] or use the site contact form within 30 days of delivery. Include your order number and a brief description of the reason.
- Damage/Defect Reporting: For damage or defects, contact Casiogap within 72 hours and attach clear photos or a brief video showing the outer carton, inner packing, and the affected areas. Keep all packaging until the next steps are confirmed.
- Authorization: Casiogap responds within 1–2 business days. If eligible, Casiogap will issue a prepaid parcel label or schedule a carrier pickup and provide detailed packing guidance.
- Return Address: Send returns to: Casiogap Returns Department, 15791 Rockfield Boulevard, Irvine, CA, 92618.
Packing Guidance for Small Items
- Immobilize all puzzle pieces so they cannot shift or rub during transit.
- Reuse the original foam and protective elements whenever possible.
- Bag all small hardware or accompanying manuals and secure the bag inside the box.
- If the original packaging is lost, use a new, heavy-duty shipping box with ample padding on all sides and seal every seam firmly.
Refund Timing and Method
After the return arrives and passes the review process, Casiogap processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available upon request.
Exchanges
Requests for a different size or finish are accepted for 30 days when inventory permits.
Shipping Costs: For preference exchanges, Casiogap covers shipping costs both ways. For issue-based exchanges (damage, defect, wrong item), all shipping is covered by Casiogap.
Taxes, Duties, and Customs on Returns (International)
For eligible returns from covered countries, Casiogap prepares all re-import documents and pays VAT/GST, duties, brokerage, and customs processing, provided you exclusively use Casiogap’s prepaid label and instructions. Using an unapproved, self-arranged courier shifts responsibility for customs charges and risk of loss/damage to the sender and may severely delay processing.
Need Assistance?
Casiogap replies within 1–2 business days (Mon–Fri, PST). For the fastest possible resolution, please always include the order number, delivery address, and clear photos or video when reporting damage or defects.
Address: 15791 Rockfield Boulevard, Irvine, CA, 92618
Phone: +1 (310) 666-6612
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM-5:00 PM PST
