FAQ - Frequently asked questions

Need help?

How can we help?

To order

How do I place an order?
  1. Select the product of your choice
  2. Click 'Add to Cart'.
  3. You can continue browsing our collection by clicking 'Continue Shopping', or proceed to order by clicking 'Check Out'. Fill in all your details below to complete the ordering process.
  4. Changes to your order can be made before payment and confirmation.
  5. Once the order is successfully placed, you will receive an order confirmation via email.

Pre-orders

I have placed a pre-order order. What can I expect now?

The expected delivery time is specified both on the product page on our website and in the invoice that you receive via email. Once the products arrive, your package will be promptly shipped! All relevant confirmations will be sent to you by email.

I still want to add something to my pre-order, is that possible?

Before the expected delivery date, you can always write us via the contact form to add something to your order. This is no longer possible after the expected delivery date, because your package will then be on its way to the specified delivery address.

When can I expect the pre-order at home?

The expected delivery date is provided in the order confirmation. Should there be any changes to this date, we will promptly notify you. Once your pre-ordered item arrives at our warehouse, you will receive an email update confirming that your package has been shipped.

Payment

Which payment methods can I use?

VISA - Mastercard - American expres - Paypal - Meta pay - Shop Pay - Apple Pay - Google Pay - Amazon Pay - Discover - Diners Club - Venmo

Where can I find my invoices?

After placing an order, you will receive an order confirmation, including invoice details, via email. If you've created an account with us, you can also find all your invoices in the 'Invoices' or 'Order History' section within your account.

When can I expect my money back?

Within 14 days.

Shipping, Return & Exchange

Where can I track the status of my order?

You will receive an order confirmation email, which includes a track & trace link that allows you to monitor the progress of your delivery.

I would like to exchange a products, is that possible?

You can! Not satisfied with the color? Too many doubts? Contact us and we will be happy to help you find a great match!

I would like to return a product, is that possible?

Yes, you can if the items are unused and in their original packaging. Please send the invoice number of your order via the contact form. Please register your return within 14 days. We will refund you minus a $30 return shipping/restocking fee.

Are there costs for returns?

Yes, if you decide to return an item, you will be responsible for a return shipping/restocking cost.

When can I expect my order at home?

The expected delivery time is within 3-7 days for the Lower 48 and Washington D.C. 

Do the prices include tax?

All prices listed are exclusive of Sales Tax which will be added at the checkout.

I have not received an order confirmation by email?

It is possible that this confirmation has ended up in your spam folder of your email. If it is not in your spam, you can reach out to us via the contact form.

There is damage to my package

Please send photos of the damage via the contact form. This should be indicated within 5 working days of receiving your package.

Puzzle play mats

365 days warranty.

How do I assemble the play mat?

Here you can find a assembly instruction.

How do I clean the puzzle play mat?

Clean the puzzle mat using a damp cloth with mild soap and water.*

*Ensure the mat is completely dry on both sides before placing it back on the floor. You can do this with a towel or by allowing the mat to air dry. Failing to do so could risk fading or mold on both the mat and the floor. Avoid using strong detergents. Also, be aware that many baby wipes contain alcohol, which the material of the mat can't tolerate.

Can there be heavy items on the puzzle mat?

Heavy items such as furniture can leave a permanent imprint in the mat.

What should I prevent on the puzzle mat for optimal use?
  • Not suitable for animals (because of their sharp nails), chairs or other sharp objects. These can damage the mat.
  • Avoid direct sunlight. Prolonged exposure to the sun will damage the design.
Can I use the play mat outside?

We do not recommend using the mat outdoors as the rough surface can damage the mat and sunlight can fade the print.

What surface is the puzzle mat suitable for?

The puzzle mat can best be put together on a flat surface. If the surface is uneven, the puzzle edge cannot connect properly.

Are the puzzle mats safe for children?

Yes! And can be used from 0+ months! Find more information here.

What are the puzzle mats made of?

The play mats are made of high-quality EVA foam. They are non-toxic and free from formamide. The mat features an easy-to-clean, non-slip, soft, and cushioning allergy-friendly surface. The Eeveve play mats compliant with ASTM F963, EN71 EU Toy Safety Testing Standard and CPSIA. Find more information here.

What sizes does the puzzle mat have?

The play mats are available in 3 sizes.

Dimensions per tile: 23.6" x 23.6"
Thickness: 0.47"

4' x 6'
6 tiles + borders

4' x 8'
12 tiles + borders

6' x 12'
18 tiles + borders

8' x 12'
24 tiles + borders

Can I buy individual puzzle pieces?

The mats are made per piece. This method of production means that it is not possible to order individual parts of the mat.

Contact us

Do you have questions about your order or a general question?