FAQ

Many common enquiries can be answered in following Answers to the Frequently Asked Questions as follows:

Q. Do I need a PayPal account to check out with PayPal?
A. No, you don't need a PayPal account to use the PayPal Checkout option. You will be redirected to PayPal’s secure payment gateway where you can choose the PayPal Guest Checkout which accepts credit cards for payment.

Q How to Order?

 A. Online:   Order and Pay for your puzzles online from our website 24 hours of the day –

1.  Select the item you want then click the “Add to Cart” button.

2. Click "Check Out" tab

3. Provide your phone number and shipping address

4. Click "Continue to shipping method"

5. Select postage option and click "Continue to payment method"

6. Choose your preferred payment method on the Checkout Page (see below for options)

Credit Card Select the Credit Card button where you can pay with your preferred card. 

PayPal Select the PayPal option and you'll be redirected to PayPal’s Payment Gateway where you can pay by PayPal Account  How PayPal Works 

EFT Select Bank Deposit option then complete order where you'll be advised of banking details to deposit funds. Use the Order ID at the top of form as your payment reference when making your payment via online banking. Your Order will be dispatched once your funds have been confirmed as received into our Bank Account.

Cheque/Money Order, fill in your details on the “Checkout Page”, tick the “Terms and Conditions” box, then click the “Place Order” button.  An order confirmation will be emailed to you.  Make the Money Order or Cheque payable to ARTfocus.  Write your “Order ID” on the back of the Money Order or Cheque and send to ARTfocus, 1/604 Havelock St, Ballarat VIC.

Your Order will be dispatched once your funds have cleared.

7. Click "Complete Order"

Q.  Can I Order by Phone / Fax / Post ?

A.  No, we are an online Store only.  If you have any difficulties with our website, please use the Contact Us page and we will work to amend the problem as soon as possible.

 

Q. How to Pay

A. We accept payment securely by PayPal Account or Credit Card without exposing your details. When paying online, your details are protected by PayPal SSL encryption.  No Credit Card information is provided to Jigsaw Gallery.

We also accept Cheque, Money Order or Direct Deposit. Goods will be shipped once your personal cheque has cleared or your Direct Deposit Payment has been received into Jigsaw Gallery Bank Account.  Please allow 3 working days clearing for personal cheques. Also see “How to Pay” located at the bottom of the Home Page.

Q. How do you Ship and Deliver?

A.  Orders are sent using Australia Post satchels, no signature is required. and Australia Post eParcel. Orders dispatched by Australia Post EParcel will require a signature on delivery. If the parcel can't be delivered a card will be left and the order will be taken to the nearest post office where it can be collected.

By placing an order on this website www.jigsawgallery.com.au, you authorise the passing of your email address and mobile phone number details to Australia Post for the purpose of providing tracking notifications where applicable. You will be emailed a tracking number with the Australia Post Link (see, how do I track my order below). Please check your junk mail box. You need to allow 3 to 10 working days (Western Australia 3 to 15 working days) for delivery depending on your location before contacting us to trace your order. If you need an item urgently, please Contact Us to ensure it will reach you in time. 

Shipping costs range between $10.00 - $13.50 per order for standard postage and $15.75 for express postage.

Same day manufacture and postage is available for an extra charge for $7.50

If you order multiple puzzles we will combine postage which will be applied at check out.    

Q. How do I Track my Order?

A. After we ship your order, you will receive a tracking notification with a link to the Australia Post Track my Order site. Please check your junk mail box. This will take you to the Australia Post website where you can then enter the tracking number provided.

Q.  How long will it take to get my order?

A.  We are a 100% Australian owned and operated business and jigsaw puzzles are manufactured in the factory at Warrenheip (near Ballarat), VIC, Australia. All jigsaws are made at this factory and posted with Australia Post.

We can manufacture your jigsaw within 3 working days of receiving your order, standard postage is 2 - 4 working days (Western Australia 3 to 5 working days) for delivery depending on your location before contacting us to trace your order.

Q. Can I Pick my Order Up?

A. Pick up is available from the factory in Warrenheip, VIC. Please contact Susan at manufacturing on 0408 571101 to arrange.

Q. Do you Ship Internationally?

A. We do not ship internationally at this time.

Q. I need my order as soon as possible?

A. For fast delivery, orders can be shipped by Express Post using Australia Post Guaranteed next day Delivery but only in Australia Post next day guaranteed Delivery Areas applicable to Australia Post Terms & Conditions.

There is an extra Charge for this Service.

Please Contact Us if this is a requirement.

Q. How do I change or cancel my Order?

A.  To change or cancel your order after it has been placed online, please Contact Us as soon as possible.  If the order has already shipped, it may need to be processed as a return after it has been delivered to you.  Please see Returns Policy

Q. Returns

A. All Products that are shipped by us can be returned but we can only accept unopened (this means with the plastic wrapping intact) and undamaged returns.  We cannot provide a refund for products that have been damaged in transit through you sending them back to us. Returns must be received within 30 days of the date of purchase.  Please refer to our Returns Policy which is also located on the bottom of our Home Page for further help on this topic.

Q. How do I Arrange a Refund ?

A. All issues can be handled through an open dialogue with us, we believe in successful customer relations.

Simply Contact Us us and describe the issue

You can request a refund if:

Goods are not received within 10 working days (Western Australia, 15 working days) from Payment of the Order.

Goods have not been used and are unopened (this means with the plastic wrapping intact) and are in brand new condition.

You will be responsible for shipping goods back to us.

Once we receive the goods back we will process the refund within 3 working days by PayPal or by the same method that you made the original payment by. 

Q. I am missing a Puzzle Piece. Can you send me that piece?

A.  We do not have a system to replace individual pieces.  If you are a Puzzle Gallery Customer and the jigsaw you purchased from us has a manufacturers default, please Contact Us and we will see what we can do to assist you.

Q. What if I can't complete the puzzle?

A.  Jigsaws vary in degree of difficulty, in some cases we'll leave a note next to the image to advise on this. It is up the customer to decide if the jigsaw/s selected will be too difficult for them or recipient to complete. All images have been checked for suitability for jigsaw sizes listed...with patience and perseverance all jigsaws can be completed.

Q. Need to ask something else?

A.  Need to ask something else that has not been covered in the Question & Answer area or just have a general enquiry, we suggest you Contact Us and we will aim to respond within 1 – 2 working days