Galison
Galison
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FAQs

Orders and Shipping

Orders placed with us are usually processed within a timeframe that allows for both processing and shipping. The typical processing time for orders is 3-5 business days, and shipping is an additional 2-3 business days, excluding weekends and holidays when our warehouse is not operational. Therefore, the estimated total time from order placement to delivery ranges from 5 to 8 business days.

Once your order has been confirmed for shipment, you will receive a confirmation email which includes the tracking information for your order, allowing you to follow its progress until delivery. Learn more about shipping by clicking here. We are not responsible for UPS ground service delivery schedules after orders leave our fulfillment center. If there are issues with your shipment please contact UPS customer service.

We start processing your order as soon as you submit it, so we are unable to cancel, edit, or add products to your order after you complete it. You can read our cancellation and return policy here. 

We understand that receiving a puzzle with missing pieces can be disheartening. Although we are unable to send individual replacement pieces, we offer a full replacement of the puzzle. To receive a replacement, please fill out our replacement request submission form. You will need to provide the information found on your original product packaging. We can only offer replacements for products that were directly ordered on the Galison.com website within the continental United States.

We cannot offer international replacements and we cannot assist customers that have purchased their products outside of the Galison.com website. Please kindly contact the retailer or store from which the product was originally purchased. They are better equipped to manage such replacements or refunds. Please rest assured that you will need to act according to the replacement guidelines and submit the necessary information by any specified deadline.

We cannot send replacements if you lost pieces while assembling the puzzle. Please take the time to look around wherever the puzzle was assembled thoroughly before sending an email.

If you fit the requirements for a replacement, please fill out the Replacement Form.

To apply a promo or discount code:

• Proceed to checkout and enter your code in the ['Discount Code'] field.

• Click ['Apply'] to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device. Please note that some promotions are tied to your email address, so make sure that you login and use the email address that you have associated to the promo code. In addition, some of our codes can only be used once and/or have an expiration date, and some codes are not redeemable during promotional blackout dates (for example, Black Friday).

We start processing your order as soon as you submit it, so we are unable to cancel, edit, or add products to your order after you complete it. If your order has shipped out, you can attempt to contact UPS directly to make changes to your delivery. 

Yes! Please add your gift message in the cart by clicking on the "ADD A GIFT MESSAGE" link below the item list and then typing your message (please limit your message to 140 characters and do not use emojis). You will not be able to view or change the gift message after checkout has occurred. You will have to return to the cart to make any changes. Your gift message will show in your order confirmation and on the package slip (price will not show on the package slip). We cannot edit or add gift messages once the order has been placed. 

We do not offer returns as stated in our cancellation and return policy. However, we are committed to ensuring customer satisfaction. If you receive a damaged or incorrect item, please contact us immediately. Please do not send your purchase back to the warehouse.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days. If you purchased from another retailer (including Amazon), please reach out to that retailer for returns or exchanges.

We’re sorry if your item(s) have damage! We’ll do our best to help.

Please email our team with an image of your damaged item(s) for further assistance.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

If you sign up for our newsletter you will get 10% off your first order! We also run seasonal promotions that are announced first by email. 

Galison.com only ships within continental United States. We cannot ship to P.O. boxes or FPO/APO/DPO. Most orders are processed in 3-5 business days and are then shipped from our Illinois warehouse via UPS with a 2-3 day delivery window. 

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Click on the tracking number link or enter the tracking number into a search engine.

Tracking information may not be immediately available after your order is placed. It can take up to 5 business days for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

If no one was home at the time of delivery, the carrier will typically leave the package in a safe location. Be sure to check around your home and with neighbors/building management who may have collected the package for you. 

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

If you still are unable to locate the package, please reach out to the carrier. Galison is not responsible for the delivery of the order, but if you need additional assistance, please email our team.

Account

You can click the little profile icon in our top navigation next to the search icon or you can click here to create an account.

If you forgot your password or want to change it, you can reset it on the login page. 

After signing up, you can earn 1 point for every dollar spent on mudpuppy.com. You can redeem your points on future purchases. We have a whole page dedicated to the details of our rewards program. You can find the page by clicking here.

Website

If, at any time, you have specific questions or concerns about the accessibility of any particular web page on the Website, then please contact us by email [email protected].

If you do encounter an accessibility issue, then please be sure to specify the web page and nature of the issue in your email, and we will make all reasonable efforts to make that page or the information contained therein accessible for you. Thanks for visiting.

You can read our full statement about accessibility here.

To learn more about our privacy and what data we do and do not collect, please click here.

Please be sure to read our terms & conditions before placing an order. By placing an order, you agree to our terms & conditions. 

Product

Our inventory is updated periodically and seasonally. Please sign up for "notify me when available" which you can find on any product page underneath the "Sold Out" button to be the first to know when a product comes back in stock. 

Most of our products are manufactured in China unless otherwise stated on the product page. All of the factories we partner with go through audits to ensure an ethical supply chain.

To submit your artwork for consideration, please e-mail a letter and PDF files to [email protected]. We will contact you if a suitable project arises. Thank you for your interest in working with us. 

While we would like to be able to support as many organizations as possible, we are unfortunately not able to do so. If you are hosting an event and would like a product donation, please complete this form. Due to the high volume, we are unable to guarantee being able to fulfill every request.

The piece count listed on our puzzles is approximate. Due to the traditional die-cutting process used in puzzle manufacturing, the final count may vary slightly. This does not affect the full image or your ability to complete the puzzle — just one of the charming quirks of the puzzle-making process! If you ever encounter a quality issue, our customer service team is happy to help.

Business

You can find all the information about wholesale here.

You can read all about private label and custom orders and how to submit a request here. 

Yes, and you can view and download our digital catalogs here. We no longer print catalogs.