FAQs & Help

What payment methods do you accept?

We accept all major international credit and debit cards (Visa, Mastercard, American Express, Discover, JCB, Diners Club) and PayPal. For international customers, PayPal is often the most efficient way to manage currency conversions.

What is your ordering process?

Our process is designed to be quick and secure:

1. Selection: Browse our collections and add your favorite wooden puzzles or design objects to your cart.

2. Information: Enter your billing and shipping details.

3. Shipping: Select your preferred shipping method (Standard DDP is our default).

4. Checkout: Complete your payment via our secure, SSL-encrypted gateway.

What should I do if I made a mistake on my order?

If you notice an error in your shipping address, name, or the items selected, please contact us immediately at support@favoecom.com. Our team will work quickly to resolve your concerns before the order enters our fulfillment queue.

How do I change my order?

To change an item, engraving detail, or finish, email us at support@favoecom.com. Please note that changes can only be made within 24 hours of payment, as our workshop begins preparing orders shortly after they are placed.

Can I cancel my order?

Yes. We offer a standardized 24-hour cancellation window. Whether you ordered a ready-to-ship puzzle or a custom-made piece, you can cancel for a full refund within 24 hours of payment. Once this window has passed or a tracking number has been issued, we can no longer cancel the order, and it must be handled through our standard return process.

Do you alert us once our order ships?

Absolutely. You will receive a Shipping Confirmation Email containing your unique tracking number and a link to monitor your package the moment it leaves our Maryland workshop.

When will I receive my tracking number?

• Ready-to-Ship Items: Tracking numbers are generally generated within 1–2 business days.

• Custom-Made Orders: Because these require artisanal crafting and inspection, please allow 5–7 business days for your tracking ID to be sent. If you haven’t received your tracking info after 7 business days, please check your Spam folder or contact us at support@favoecom.com.

Why has the tracking status not been updated?

Tracking information may not update immediately once the label is created. Please allow 24–48 hours for carriers (UPS, FedEx, or DHL) to scan the package into their system. If your status has not changed for over 10 business days, please reach out to us so we can investigate with the carrier.

I haven’t received my order yet, what should I do?

First, check your tracking link to see the latest status. If it is marked as “Delivered” but you haven’t received it:

1. Verify the shipping address on your order confirmation.

2. Check with neighbors or your building’s mailroom.

3. Wait 1–2 additional business days, as carriers sometimes scan items as delivered prematurely. If it still hasn’t appeared, email us at support@favoecom.com and we will help you track it down.

What if my order is defective or incorrect?

We stand by our craftsmanship. If you receive a flawed product or the wrong item, please email us at support@favoecom.com within 72 hours of delivery. Attach clear photos of the issue, and we will send out a free replacement within our standard production timeline.

What is your return and refund policy?

We offer a 30-day return window for items in their original, unused condition.

• Eligible for Replacement: If the product is structurally flawed, has poor finish quality, or is different from what was represented on our site.

• Change of Mind: You may return the item for a refund of the product price, but return shipping costs are the responsibility of the customer. Please refer to our full Return & Refund Policy for detailed instructions.

What should I do in case of late or missing refunds?

Once we approve a refund, it is processed within 7 business days. If you haven’t seen the funds:

1. Check your bank account or credit card statement again.

2. Contact your bank; it often takes 3–7 business days for their system to post the credit to your account. If you’ve done this and still haven’t received your refund, please contact us at support@favoecom.com.