How do I go about replacing a defective product I received?
If you have received a product you believe to be defective, please make sure to email us to let us know as soon as possible. Problems with cubes can arise over time as as result of regular misuse or mishandling, so if you wait too long to inform us of an issue with a cube you purchased, we may reject the claim entirely. Issues with new cubes must be reported to us within 4 weeks of the date of delivery.
After you reach out to us, one of our customer service representatives will work with you to determine if the cube is indeed defective and attempt to troubleshoot the issue with you. If the customer service representative deems that your product is indeed defective, he or she will present you with one or more of the following resolution options based on the extent of the defect and other discretionary factors.
- Shipment of a new product
- Shipment of replacement piece(s) that would make the product usable
- Full or partial reimbursement of the product and its shipping, in the form of store credit or refund to the payment card. Partial reimbursement is generally offered in the case that the cube is fully usable but has minor cosmetic issues.
Please note that some new cubes when being used for the first few times may experience what is termed a "pop". This is when one ore more of the parts of a cube or puzzle "pop" out without any damage actually being done to any of the pieces. "Pops" are not considered a defect, as the parts which come off can always be reassembled with some effort.