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Our Policies

We at Ravensburger are dedicated to providing the highest quality products and services. We offer a 30-day return policy for all products (excluding personalized products). Please follow the steps below to generate a return label for your order.

  1. Go to your Ravensburger Account

  2. Click on 'Manage your Orders'

  3. For orders made within the last 30 days, you will be able to select the items you would like to return and click 'Create Return Label'

  4. Your return label will be generated and emailed to the email address associated with your Ravensburger Account

  5. Pack the item(s) securely in a shipping carton and attach the provided return label on the outside of the carton. All items must be returned in the original manufacturer's packaging with all product parts and accessories included. All items must be returned in good resale condition (except for items with a manufacturing defect or damaged during shipment). Please remove all extra labels from the outside of the shipping carton.

  6. Drop off your package at any UPS station. Returns with the UPS label provided by our consumer service team are free of charge. If you return the package via another carrier or with a different return label, you are responsible for the shipping charges.
Please note that customized/personalized items, such as Photo Puzzles, cannot be returned. You can request a replacement for the same item if it is defective or was damaged during shipment. In addition, once placed, orders for customized/personalized items cannot be canceled. Please check your order carefully before submitting it to us.

Please allow up to 30 days for us to process your return. Once we receive the returned item(s), we will process the return and either issue a refund to your credit card or send a replacement if requested. You will receive notification via e-mail from our Consumer Service team confirming that your return has been received and processed.

If for any reason you are not completely satisfied with your order, please contact our consumer service team and we will be happy to assist you.


We offer a 365-day replacement policy for all our products. You can request a replacement for the same item if it is defective or was damaged during shipment. Replacement items will be shipped within five (5) business days of receipt of returned item pending availability of replacement item.

If the item you wish to replace is out of stock or no longer sold, you can either choose another item of the same value – or – ask to be notified when the item is back in stock.

  1. Jigsaw Puzzles – we will replace a full puzzle for piece counts under 9,000 pieces. We cannot replace missing pieces for puzzles under 9,000 pieces due to our production process. For puzzles 9,000 pieces and up, we can replace individual pieces within the puzzle. This is handled through consumer service.

  2. 3D Puzzles – we can replace individual pieces within a puzzle. Depending on the number of missing pieces, we may recommend replacing the full puzzle.

  3. GraviTrax & Games – we will replace missing/damaged components, as long as the item is not discontinued.

  4. Arts & Crafts – we will replace the entire product if pieces are missing/damaged.

  5. Personalized Products – we can offer a voucher to reorder your product(s).

  6. BRIO – Toys have very strict safety standards to live up to. As a result, we do not offer any spare parts that could potentially jeopardize the safety of our products. However, potential claims will be handled by the retailer or distributor, so please start by contacting the store where the item was purchased.


We offer a 30-day refund policy for all orders. The 30-day limitation period does not apply to requests for refunds concerning items with a manufacturing defect. When a refund is issued, the total value of your order, including purchase price, sales tax and shipping costs will be credited.

All eligible refunds are made to the original form of payment and may take up to 5 business days to process. We cannot issue a refund to gift recipients; however, you may request a replacement if the item has a manufacturing defector was damaged during shipment.

Please contact Consumer Service if you would like a refund.

Undeliverable Shipments

When packages are returned to us as undeliverable, we will attempt to contact you via phone or e-mail to obtain a different shipping address so we can re-ship your order. If you are concerned that there may be an issue with delivery of your order, you can contact Consumer Service at any time.

Cancelling an Order

Once your order is placed, we begin preparing your order for shipment. Please check your order carefully before purchasing to ensure details are correct.

Unfortunately, we are unable to accept customer requests to cancel or change orders that have already entered the fulfillment process, with the exception of remaining items in a partially shipped order.

Orders for customized/personalized items, such as Photo Puzzles, cannot be canceled or changed once submitted.

Contact Information

For any assistance you may need, please contact us any time.