Shipping and Delivery

All our puzzles will be delivered directly to your door.
Shipping fees are based on the actual costs we pay and depend on weight and distance. Based on these factors, orders are generally delivered within 2 to 5 business days. We always strive to choose the best possible price for the delivery service.

Deliveries do not include a signature upon receipt. If you believe you may not be available to receive the package and there is no secure place to leave it, please provide us with an alternative address. If you request delivery to a depot of one of our carriers, additional fees may apply.

If you experience an issue with a delivery without signature, please contact us by email at info@jacaroupuzzles.com or by phone at 450.218.0610 so we can find a solution. While we cannot be held responsible if a parcel is left at your door and later lost, we will always try to investigate and help resolve the issue as best as possible. Please understand that we also pay for delivery services and, like you, depend on the carriers.

Delivery in Canada

  • Free shipping within Quebec for orders of $85 or more before taxes.

  • Flat-rate shipping within Quebec: $14.99 CAD.

  • Standard delivery time: 2–5 business days.

  • You will receive a tracking number by email.

⚠️ We do not offer free shipping to P.O. Boxes. If you cannot provide a street address, free shipping and flat-rate shipping will not apply. In such cases, your order will be cancelled and refunded, or you will be asked to cover the shipping costs.

We work with private carriers offering better rates than Canada Post in order to provide free or discounted shipping. These carriers only deliver to street addresses.

(Exception: Northern Quebec regions – free shipping applies only within Quebec but excludes remote areas. Rates are subject to change without notice.)

⚠️ Some regions of Quebec are excluded from our delivery territory, especially northern regions. If the system still accepts a free or flat-rate shipping transaction, the order will be cancelled and refunded.

For other Canadian provinces, shipping costs vary. It is not possible to determine costs in advance without knowing the weight and dimensions of the final parcel. The system will provide an estimated shipping cost using the calculator before you complete your order, simply by entering the province and postal code.

For any questions, please contact our Customer Service by email or phone at 1 450.218.0610 (Monday to Friday, 8:00 AM to 4:00 PM).

Order Processing

  • Most in-stock orders are shipped within 48 hours (Monday to Friday).

  • Orders placed during holidays or weekends will be processed on the next business day.

  • You will receive an email with your tracking number once your order has shipped.

Orders are shipped from our warehouse in Vaudreuil-Dorion, Quebec, Canada.

Estimated Delivery Times

  • Regional (Quebec & Ontario): 2–3 business days

  • National (across Canada): 2–7 business days (e.g., Montreal–Vancouver)

  • USA: 4–10 business days depending on the region

    • All US shipments are sent via UPS.

    • US Customs generally applies brokerage and / or taxes fees on imports, which are the buyer’s responsibility and must be paid to the US carrier. We are not responsible for these charges and have no control over them. We strongly suggest that customers check with their local customs office in advance to verify if any duties or fees will apply to their order.

Unsuccessful Delivery

If a delivery attempt is unsuccessful, the package will be returned to us.

  • Return shipping fees are non-refundable.

  • If you wish the products to be reshipped, additional charges will apply.

Delivery to a Third Party

You may ship an order directly to another person at no additional cost.

Inventory Discrepancies

While we pay close attention to our inventory, occasional discrepancies may occur. This means that an item may appear available for purchase online but is actually out of stock.

If this happens with your order:

  • We will refund the unavailable item and ship the rest of your order.

  • In some cases, we may decide to cancel the entire order and issue a refund, for example if free shipping no longer applies because the minimum purchase requirement is no longer met. In this case, you will need to place a new order.