Shipping Policy

Every Woods Story puzzle is made in Ukraine. Below, you’ll find information about shipping options, delivery estimates, tracking, and how we can help if something doesn’t go as expected.

Shipping options & costs

United States & Europe

Other destinations we ship to

The $50 free Standard Shipping threshold is based on your order subtotal after discounts, excluding shipping and taxes.

We do not ship to every country. The shipping options available for your destination and their costs are shown at checkout.

We do not ship to P.O. Boxes or APO/FPO addresses.

Order preparation & delivery estimates

Both personalized and non-personalized puzzles are prepared and dispatched within 1–3 business days.

Business days are Monday through Friday, excluding public holidays.

Delivery estimates are counted from the date your tracking number is assigned. The preparation period is separate from the delivery estimates above.

For shipments from Ukraine, the delivery estimate includes the journey to the local carrier in your country, even if tracking updates are not yet visible.

Delivery times are estimates, not guaranteed arrival dates. Customs processing and local carrier delays may affect when your package arrives.

Where your order ships from

All our products are made in Ukraine.

Personalized puzzles ship from Ukraine. Depending on stock availability, non-personalized products may ship from Ukraine or from our warehouses in the United States.

Tracking your order

Every order includes tracking. Once your tracking number is assigned, we’ll send it to you by email.

For shipments from Ukraine, tracking updates may not appear immediately. There may be a period without visible updates while your package travels from Ukraine to the local carrier in your country. Updates may become available once that carrier receives and scans your package.

If you’re concerned about your tracking status, please contact us at info@woodsstory.us. We’ll help check the progress of your shipment.

Customs, taxes & import fees

United States

We cover applicable import duties and customs charges for orders delivered to the United States. However, we cannot guarantee that local postal services or delivery providers will not charge additional handling, service, or other fees. Any such fees charged by the postal service or delivery provider are the recipient’s responsibility.

Europe & other destinations

Depending on your country’s import rules, your order may be subject to import duties, VAT, customs clearance charges, brokerage fees, or postal handling fees.

Any applicable charges requested by customs authorities or the delivery provider are the recipient’s responsibility. Woods Story does not cover these charges for destinations outside the United States.

For information about potential fees, please check with your local customs authority before ordering. Customs processing may also affect delivery times.

Delayed, lost or damaged packages

If there’s a problem with your delivery, please contact us at info@woodsstory.us with your order number.

Delayed packages

If your order hasn’t arrived within the estimated delivery period, we’ll contact our shipping partner to check its status and help clarify the delay.

Lost packages

If your package is confirmed lost in transit, we’ll arrange a replacement at our expense or provide a refund.

Damaged or defective items

If your order arrives damaged or you discover a quality issue with your puzzle, please contact us. We’ll help resolve the issue with a replacement at our expense or a refund.

Please include photos of the affected item and its packaging to help us review the issue.

Marked as delivered, but not received

If tracking shows that your package was delivered but you haven’t received it, please let us know. We’ll contact our shipping partner to request delivery confirmation and investigate what happened.

Changing your shipping address

Please check your shipping address carefully before placing your order.

If you need to correct it, contact us as soon as possible at info@woodsstory.us. Address changes can only be made before a tracking number is assigned. Once your tracking number has been assigned, we can no longer change the delivery address.

Unsuccessful delivery & returned packages

Please make sure your shipping details are correct and that you’re available to receive or collect your package.

If delivery is unsuccessful due to an incorrect address provided by you, failure to collect the package, or refusal to accept delivery, we can arrange a refund less the cost of shipping to you and return shipping.

Alternatively, we can arrange to resend the package. The cost of reshipping is the customer’s responsibility.

If you need help with an unsuccessful delivery, please contact us at info@woodsstory.us.

Need help?

For any shipping questions, contact us at info@woodsstory.us.

We usually respond within 24 hours.