General FAQ
If your question isn't answered below, reach out to us via this contact form. We'll get back to you as soon as we can, usually within 1-2 business days. Please note that during the holidays, our response time may be more delayed than usual due to high volume. We also cannot cancel orders at this time. We appreciate your patience and understanding!
How do I start a return?
Contact us here within 15 days of your order date and we will issue you a Return Authorization (RA) number. Upon receipt of your returned item, we will credit your original form of payment (less shipping).
For all returns, please mark the shipping box (not the product packaging) “ATTENTION RETURN DEPT.” The RA number must be written on the box it's being shipped in to the left of the return address. Any returned items must be in their original packaging and unused.
Any returns received after 30 days from the invoice date, or not accompanied by a RA number, will not be accepted.
Can I cancel or make changes to my order before it ships?
As long as your order hasn’t been sent to our warehouse for fulfillment, we should be able to cancel it. Please contact us ASAP here or 1-800-783-5683 to see if your order is eligible for cancellation. Please note that during the holidays, we cannot cancel orders due to high volume. Thanks for understanding!
Can I include a gift message and/or gift receipt?
You can enter a gift message in the Notes section in your cart before you finish checking out.
We do not list product prices on invoices/receipts, so no need to worry. Your secret is safe with us. :)
Do you ship internationally?
Yes, we ship internationally! You can find a complete list of the countries we ship to in our Shipping Policy.
Shipping
What is your shipping policy?
Contiguous U.S. Shipping Rates
Free shipping on contiguous U.S. orders of $75+
Orders of $35 and under ship for $8
Orders between $35 and $74 ship for $12
International Shipping Rates
International orders shipped to Australia, Canada, and the UK are sent via UPS or FedEx. You can choose which service you'd like to ship with at checkout.
Orders shipped to places other than the countries mentioned above are sent via FedEx Export. Please note we cannot ship to Russia, Venezuela, North Korea, Iran, Cuba, and Syria as FedEx Export does not service these areas. International shipping rates are calculated at checkout and include all duties, taxes, and other fees.
Do you ship internationally?
Yes, we ship internationally! You can find a complete list of the countries we ship to in our Shipping Policy.
Do you ship to P.O. boxes?
Unfortunately, we cannot ship to P.O. boxes.
When will my order ship?
Our team starts working on your order right away. Orders will be processed and ship within 2 business days. Please note that our warehouse is closed on weekends. Any orders placed on a weekend will ship the following Monday.
We do not offer same-day shipping.
Will I get a tracking number?
Yes! You'll receive a tracking number for your order as soon as it ships via email. Keep an eye on your inbox—we'll send you all the details there. Please allow at least 2 business days for us to process and ship your order. If after a couple days you do not see a shipping notification email in your inbox, please be sure to check your spam folder.
Tracking says my order was delivered but I can't find it. What do I do?
We recommend waiting 48 hours for your order to show up. It'sn a good idea to check with your neighbors to see if they may have received it by mistake. If you still can't find it, first reach out to the carrier for assistance. If they cannot locate your package, contact us and we will do all we can to help you out.
Returns
What is your return policy?
We accept returns on any unused product. An RMA must be requested within 15 days of the date that you placed your order. Any returns received after 15 days from the invoice date, or not accompanied by a RMA number, will not be accepted.
How do I start a return?
Contact us here within 15 days of your order date and we will issue you a Return Authorization (RA) number. Upon receipt of your returned item, we will credit your original form of payment (less shipping).
For all returns, please mark the shipping box (not the product packaging) “ATTENTION RETURN DEPT.” The RA number must be written on the box it's being shipped in to the left of the return address. Any returned items must be in their original packaging and unused.
Any returns received after 30 days from the invoice date, or not accompanied by a RA number, will not be accepted.
Item(s) in my order are damaged or defective. How do I return them?
We are more than happy to replace any damaged or incomplete products. Please contact us with your Order Number, the item that is damaged, the type of damage, a photo, the product code, and the PO number listed on the bottom of the box. We will get a new order shipped out to you ASAP!
How long does it take to process a return?
Upon receiving your returned product, we will issue a refund to your original form of payment, or store credit (whichever you prefer). Store credit refunds are available right away. Refunds to original payment methods can take up to 7-10 business days.
Can I exchange or return something I received as a gift?
Sure! You can start the exchange process here. Let us know which item you wish to return or exchange and the order number (if you have it) or the gift giver's first & last name. We will be happy to exchange it for you.
I bought an item from a store that carries Areaware products. Can I return it to you?
Unfortunately, no. If for any reason you need to return an Areaware item bought in-store, we recommend contacting the retailer directly. They will have access to your purchase history and be able to help.
Orders & Payment
Can I cancel or make changes to my order before it ships?
As long as your order hasn’t been sent to our warehouse for fulfillment, we should be able to cancel it. Please contact us here ASAP or call 1-800-783-5683 to see if your order is eligible for cancellation. Please note that during the holidays, we cannot cancel orders due to high volume. Thanks for understanding!
Can I include a gift message and/or gift receipt?
You can enter a gift message in the Notes section in your cart before you finish checking out. We do not list product prices on invoices/receipts, so no need to worry. Your secret is safe with us. :)
I was supposed to receive a discount code for signing up for emails & texts. Where is it?
Thanks for signing up! You will receive a message from us with your discount code in an email (please read it carefully, we promise the discount code is in there). If you do not see this email in your inbox, please check your spam folder. If you’ve opted to receive text notifications from us, you will receive your discount code via text message. To use your discount code, enter it in the appropriate field at checkout. The discount does not auto-apply.
I received the wrong items in my order. What do I do now?
Oops! Sometimes we make mistakes, but we're always happy to make it right. You can either submit a Return or Exchange Request, or reach out to us for additional help.
Contact
Looking for Customer Service or help with your order?
If you have read through all of the FAQ above and still need a hand, feel free to contact us here. We will reply as quicly as we can, usually within 1-2 business days. Our customer service hours are Monday through Friday, 10-5 PM ET.
Interested in opening a wholesale account?
Visit us at wholesale.areaware.com to inquire about opening an account, or email us at sales@areaware.com.
Do you have a product design to submit?
We accept design submissions from designers of all stripes. Find more info on our process here.
Looking for an Areaware product donation?
We are happy to offer product donations for charity and fundraisers. Find more info and submit your request here.
Does Areaware have a store?
We do not have a brick & mortar store, but we can be found in lots of other stores and museum gift shops around the world.
Product Troubleshooting
Why isn't my Everybody Timer working?
In order for your timer to work correctly, you must first turn it clockwise to 55, then set it to the time you need. There is an illustration with instructions on the back of the box, or you can see them here.
How do I use Match Striker?
Match Striker requires the use of Strike Anywhere matches. We recommend the Strike Anywhere Green Matches by Diamond. You can find them at most grocery or convenience stores.
My puzzle is missing a piece. Can I get a replacement?
If you are certain your puzzle arrived incomplete, please contact us with your order number and the PO number. You can find this number by the barcode on the side of the puzzle box. We are not able to replace single pieces but are happy to send you a new puzzle.