Sending a Puzzle Post
When will it be sent?
What shipping options are there?
We will send all UK-bound Post out Royal Mail 1st class. So although we can’t control definite delivery times, we hope it should be with you one working day after it has been shipped.All international Post (Europe and Worldwide) is sent Royal Mail International Standard. Orders to Europe should arrive in 3-5 working days, and for the rest of the world 5-7 working days.
Please get in touch on email@example.com for any concerns around the whereabouts of your order.
Can i specify a day for it to arrive?
Does somebodys need to be in the house to recieve the Puzzle Post?
Can I upload any message?
You can upload a video or picture message at checkout. We accept files in the following formats: .jpg, .jpeg, .png, .gif, .txt, .mov, .mp4, .ogg, m4vYou can also leave a written message in addition, or instead of, a video/picture message.
Please refer to the terms and conditions (link) for full details of what we will accept as message content. We won’t accept any messages that are threatening, malicious, contain images of nudity; include any suggestion of racial hatred, homophobia, discrimination; are offensive, or pornographic (please note, this isn’t an exhaustive list, and we won’t send on anything that we don’t feel comfortable processing via our site).
Additionally, for any messages sent to children, we will not accept any messages including any profanity.
If your message doesn’t meet this criteria, we will ask you to send a new one, or will offer a refund.
I can’t upload my message – What should I do?
Please check that we accept the file format you are trying to upload. We accept the following file formats: .jpg, .jpeg, .png, .gif, .txt, .mov, .mp4, .ogg, m4v. Please also check that the file isn’t too large. We accept a maximum file size of 50MB.
If your file fits the above criteria and it still won’t upload, please proceed with your order and email the video/picture file to firstname.lastname@example.org and we will upload it for you.
Can people at puzzle post see my message?
How long do you keep the message for?
We keep all unread secret messages for 6 months. They will be active for the recipient to view during this period. At 6 months, they will then be removed and deleted. If you would like us to extend this time period, please send us an email at email@example.com and we can extend it for you.
If the recipient views the message within 3 months of purchase then we will delete the message at 3 months to avoid keeping your message for longer than necessary. Again, if you would like us to keep the message for longer then please send us an email at firstname.lastname@example.org and we’d be happy to help.
Unfortunately, we can’t retrieve previously deleted messages.
Will the recipient know it’s from me?
Recieving a Puzzle Post
Please check you are entering the ID correctly. Make sure you avoid common mistakes like entering a 0 instead of a O or a 1 instead of a I and vice versa.
It is possible your message has expired – we keep them for 6 months. If you think this is the case, you can still solve the puzzles and enter the vault using the relevant ID code below. It will reveal a generic message as opposed to the secret message originally left for you.
The Missed Flight – WNTKSUJS
The Dupe – WADKWCGX
The Split – WMVTPJPH
The Secret Service – WRWHVSUE
If you are still getting errors and cannot access your message, please email us on email@example.com and we will get back to you as soon as we possibly can.
I think something is missing in my envelope…
There should be the following number of pieces in the puzzles:
- The Missed Flight: 10 puzzle pieces + introduction letter
- The Secret Service: 11 puzzle pieces + invisible ink pen + introduction letter
- The Dupe: 9 puzzle pieces + balloon + introduction letter
- The Split: 13 puzzle pieces + introduction letter
- The Scandal: 11 puzzle pieces + introduction letter
- Elf HQ: 11 puzzle pieces + introduction letter
If you are missing any, we are very sorry – please email us on firstname.lastname@example.org and we will sort it out as soon as we possibly can.
It says my passcode is incorrect but I’m sure it is right?
Are you sure you have the correct passcode? You will see a green tick above each puzzle answer when you have them all correct.
You can use the clues found via the link included in the letter to double check the answer for each individual puzzle.
If you have double checked your passcode is correct and you still can’t access your secret message then email us at email@example.com with you ID code and we will look into it as quickly as possible.