Frequently Asked Questions

1. Personalization / Customization

Q1: What can I customize? You can engrave family titles (e.g., Dad, Mom) along with each family member's name. Most designs support up to [TO FILL IN: max number] names. Some styles also come in different versions with 2–8 figures, so you can pick the one that matches your family size.

Q2: I made a typo in the names after ordering — what do I do? Please contact support@florwick.com within [TO FILL IN, e.g. 24 hours] of placing your order. Once the piece enters production, the engraving can no longer be changed.

Q3: Can I choose a different font or engraving style? The engraving currently uses a single standard font/style and isn't customizable at checkout. If you have a special request, leave a note with your order and we'll do our best to accommodate it.

2. Materials & Safety

Q5: What is the product made of? Each piece is hand-cut, hand-sanded, and hand-engraved from sustainably sourced beech wood, finished with a non-toxic coating that meets global toy safety standards — suitable as both a keepsake and a toy.

Q6: Is it safe for kids to play with? Edges are smoothed and rounded, and the finish is non-toxic. That said, we recommend adult supervision for younger children, since small pieces could pose a choking hazard.

Q7: How do I take care of it? Avoid soaking it in water or leaving it in direct sunlight for long periods. Wipe with a dry cloth for regular cleaning, or a slightly damp soft cloth if needed, then let it air-dry.

3. Orders & Shipping

Q8: How long does it take to ship? Each piece is handmade to order. Production typically takes 3–5 business days, with custom engraving adding 1–2 more days.

Shipping:

  • Standard Shipping: 7–12 business days (varies by region)
  • Expedited Shipping: available for an extra fee, typically 3–5 business days

See the "Processing & Shipping" section on the product page for full details.

Q9: How can I track my order? Go to "Track Your Order" in the site navigation and enter your order number to see the latest shipping status.

Q10: What countries/regions do you ship to, and how is shipping cost calculated? We ship worldwide. Orders over $59 qualify for free shipping (as noted in the banner at the top of the homepage); otherwise, shipping cost is calculated at checkout based on your destination and shipping method.

Q11: Can I change my shipping address after ordering? If your order hasn't entered production/shipping yet, contact support@florwick.com as soon as possible and we'll update it. Once the item has shipped, the address can no longer be changed.

4. Gifting & Packaging

Q12: Can I send this directly as a gift? Yes — select "Make It Gift-Ready" (+$9.95) on the product page. It includes a ribbon-wrapped gift box and protective filling, so it arrives ready to give with no extra wrapping needed.

5. Promotions & Discounts

Q13: How does the "Buy 2, Get the 3rd Free" promotion work? Add any 2 puzzles to your cart, and the 3rd (lowest-priced) item will automatically be discounted or made free at checkout. Final pricing is shown in your cart.

Q14: How do I use the 10% email signup discount? Enter your email at the bottom of the page to subscribe. You'll receive a discount code by email — enter it in the promo code field at checkout.

6. Returns & Exchanges

Q15: Can I return or exchange a personalized item? Since each piece is made specifically with your chosen names, we generally cannot accept returns/exchanges for reasons unrelated to quality issues. If your item arrives damaged or with an error on our end, please contact support@florwick.com within 7 days of delivery with photos, and we'll arrange a replacement or refund. See our Refund Policy page for full details.

Q16: What if my puzzle arrives damaged during shipping? Please keep the original packaging and take photos, then email our support team. Once verified, we'll send a free replacement or issue a refund.

7. Contact Us

Q17: How can I reach customer support? Email: support@florwick.com Address: 611 South Dupont Highway, Dover, DE 19901, United States Support hours: Monday–Friday, 9:00 AM – 5:00 PM (EST/US business hours). We typically respond within 1 business day.