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At Tanoo, we’re a small hobby shop run part-time alongside our full-time jobs. We aim to keep things simple, transparent, and cost-effective, which means most of our products are available through pre-order.
For pre-order items, we place bulk orders overseas every Saturday based on customer demand. Once the stock arrives in Australia (typically within 6–8 weeks via sea freight), we ship your order within 3 business day.
For in-stock items, we dispatch within 3 business day of receiving your payment.
Shipping Method
We primarily use Australia Post but may use alternative carriers if needed. Once your parcel is handed over to Australia Post, you’ll receive a tracking number to follow its progress. While we can’t control delays after dispatch especially during peak periods or weather disruptions we’ll always do our best to help if your parcel doesn’t arrive in a reasonable time.
Delivery Issues
Parcels Returned to Us
If your parcel is returned due to an error on our part, we’ll cover the re-delivery cost.
If it’s returned for any other reason (e.g. incorrect or incomplete address), a $15.90 re-delivery fee applies to cover the cost of the return and second delivery. Please check your shipping details carefully before confirming your order.
Change of Address or Cancellation
Please contact us as soon as possible if you notice an error in your address or wish to cancel your order.
- If your order hasn’t shipped yet, we can cancel and issue a full refund.
- If your order has already shipped, you may return the item (at your own cost) for a refund of the item price (excluding shipping).
Returns & Refunds
We want you to be completely happy with your purchase. If something isn’t right, please reach out — we’ll do our best to make it right.
Incorrect Item
If we accidentally send the wrong item, we’ll either send you the correct one (at no extra charge) or issue a full refund if it’s out of stock. The incorrect item must be returned unopened and in original condition.
Damaged Items
If your item arrives damaged, please contact us right away with a photo or video of the issue.
We’ll either:
- Send a replacement (if available),
- Offer a full refund, or
- Provide a partial refund if you choose to keep the item.
Please note: minor box damage caused during shipping is not considered a product defect.
Missing Puzzle Pieces
Modern puzzle production uses strict quality control, and missing pieces are rare. Puzzles are factory-sealed before shipping, and most missing pieces tend to go astray at home (pets, kids, vacuum cleaners — we’ve seen it all!).
But all our puzzles offer free replacement for missing pieces on puzzles still in production — contact us within 6 months if this applies.
Need Helps?
We’re always happy to assist. If you have questions, concerns, or just want to say hello, feel free to reach out to us at hello@tanoo.au or social media.
Thank you for supporting a small, puzzle-loving business!