At Ravensburger, we put into action our mission of encouraging discovery of what really matters by backing our Ravensburger, BRIO, ThinkFun, alea, and Wonder Forge branded products (“Products”) with our Care Commitment. We proudly stand behind our Products, the experiences they create, and our quality controls. If you received a damaged Product, are missing a puzzle piece, or are otherwise unhappy with a Product, we offer a 365-day replacement for Products purchased from us on our online store or our authorized sellers in the United States. For example, if an item is defective or damaged during shipment, you can request a replacement. Upon receipt of the requested information and the granting of the Care Commitment claim, replacements will generally be shipped within ten (10) business days.
If you purchased a Ravensburger item from a retailer, we kindly ask you to first review their return policy for information on returns, replacements, and refunds. Each retailer may have their own specific policies and procedures regarding returns and exchanges, and they’re often in the best position to help. Of course, if you require additional assistance, please review our Care Commitment terms below. Please note that because we are unable to control the quality of Products sold by unauthorized sellers, unless otherwise prohibited by law, our Care Commitment is not available for Products purchased from unauthorized sellers, including unauthorized Internet sites. The Care Commitment is limited to the original end-user purchaser.
When making a Care Commitment claim, please use our Contact Us form and select “Other” as the topic in the drop-down menu. In the Subject line put “Care Commitment Claim” and in the message section please (1) explain the basis for your claim, (2) identify where you purchased the Product, and (3) provide the date you purchased the Product. If you bought the product on Amazon or an online marketplace, please provide us with the name of the seller that you purchased from (available in your order history). Please note that we may reach out to you for proof of purchase to verify this information and/or request photos of your Product. Claims must be made within 365 days from the date of purchase. For Product-specific information, please see below:
- Missing Piece In Your Jigsaw Puzzle?: We can generally replace full puzzles for piece counts under 9,000. For puzzles 9,000 pieces and above, individual pieces within the puzzle can be replaced. Please be sure to specify your issue in the “message” section of our Contact Us form.
- 3D Puzzles, GraviTrax, ThinkFun and Arts & Crafts: Full replacements can generally be provided. Due to our production process, we are unable to provide individual replacement pieces. Please be sure to specify your issue in the “message” section of our Contact Us form.
- BRIO: Full replacements can generally be provided for items under $150; individual pieces can generally be replaced for items over $150.
- Personalized Products: We can help you resubmit your order for personalized Products.
Still not satisfied? Don’t hesitate to reach out to us so we can work to make it right! Ravensburger reserves the right to verify information, require a valid proof of purchase, and to deny requests in its discretion, including in cases of suspected fraud or abuse. If you have any questions on whether a seller is authorized, please contact us through our Contact Us form.
Last Updated: October 15, 2024