An item I ordered arrived damaged

An item is damaged when something breaks and affects its appearance or functionality. Exceptions are damage to non-essential parts of the package such as exterior box, wrapping, and non-essential accessories. 

The two types of damage for customer service purposes are: (1) non-user damage; and (2) user damage. Non-user damage is damage to an item that occurs by no fault of the customer. An example of this is damage caused by rough handling by the postal system. User damage is damage caused by the customer. 

Please report non-user damage to us within one week of receipt. If the damage is minor, we can offer guidance on repair, spare parts/accessories, or replacement items. If the damage is significant, we can offer solutions up to a complete replacement. All fixes to non-user damage are free of charge. If we are shipping anything to you, we will be responsible for any shipping costs. If you would like to return an item that sustained non-user damage, let us know and we can issue a refund accordingly. 

We can assist you with user damage by offering guidance on repair and spare parts/accessories. If we are shipping anything to you for this, the customer will be responsible for any shipping costs. We can also accept returns for user damaged items. Refunds associated with these returns are store credit only minus a discretionary deduction based on the severity of the damage. The customer is responsible for any shipping costs. 

Please note pops (where pieces become dislodged while handling the puzzle) are not considered damage.