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Frequently Asked Questions
 
Meffert's Puzzles and Games: The Worlds Leading Puzzle Source
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Shipping
How long will it take for my order to be processed? How will it be shipped? Can I track my order?
Can orders be rushed or expedited?
How much is shipping? Do you ship to my country?
How do the Priority and Express International Flat Rate shipping work?
What if I don't have a Paypal account and I'm unable to place an order through the website?

General
Can I get a sample?
What's the difference between the textured and smooth tiles? What's the difference between tiles and vinyl stickers? Which is the best? What is the lifespan?
How do I apply the stickers/tiles?
Do you sell complete cubes? Do you sell 3x3x3 parts? Do you sell ________ parts?
I'm placing a large order, can I get a discount?
I'm organizing a speedcubing event. Can I get prizes or a discount?
Will your stickers fit my standard sized Rubik's/Eastsheen puzzle?
I want to order something, but I don't see it listed on your site. Do you sell ________?

I just placed an order and I want to add something to it, but I don't want to have to pay double shipping. Can I have them shipped together?
I've sent you an email but haven't gotten a response? Why not?

Custom Orders
Can I get a custom logo made?
Can you make vinyl stickers for my custom made puzzle?
Can I get tiles for my __________ puzzle?

Shipping

Q. How long will it take for my order to be processed? How will it be shipped? Can I track my order?
A.
Please allow up to 14 days for your order to be processed, though most orders ship within a week. Some orders may be slightly delayed depending on stock. The reason for this is that we are a small company and manufacture all of our products in-house. Once you place an order online, you will receive a payment confirmation from Paypal with a transaction ID number. Once your order has been filled, U.S. customers will receive an automated email from Paypal with a tracking number and shipping date; international customers will receive an automated email from Paypal with a customs form number and shipping date (unfortunately, customs forms are not used for tracking on First Class and Priority shipments).
*
If you have not received an email confirming shipment after two weeks (and have checked your junk folder), please send an email to orders@cubesmith.com with the transaction or receipt ID number (found in the details of your transaction in your Paypal account or in your confirmation email) and your order will be checked.  
*Orders shipping within the U.S. are shipped daily using U.S.P.S. first class shipping, with an estimated 2-5 day delivery time. Most orders are shipped in a 5" x 8" bubble mailer. Orders shipping within the US are processed and shipped daily (allowing up to 14 days for processing), Monday through Friday (excluding holidays). Tracking numbers are available for orders shipped within the U.S. and are automatically emailed by Paypal once a shipping label has been printed. Check your email or Paypal account for your tracking number. If you have not received the order 10 days from the shipping date, please send an email to orders@cubesmith.com with the transaction or receipt ID number (found in the details of your transaction in your Paypal account or in your confirmation email) and your order will be checked.  
*International orders are shipped daily using U.S.P.S. First Class shipping. Priority shipping is available as an option at checkout for international orders.  U.S.P.S does not offer reliable tracking numbers for international delivery of First Class or Priority packages; Express mail packages are tracked via www.usps.com, and usually arrive within a week. We highly recommended upgrading to Priority or Express shipping for countries with unreliable postal service. Smaller international orders may be shipped in a business sized white envelope to save on shipping costs and delivery time. Most international orders arrive within 2 weeks of being shipped, but please allow up to 8 weeks for delivery, as international shipping can be slow depending upon the customs regulations and inspections in your country. If you have not received the order 8 weeks from the shipping date, please send an email to orders@cubesmith.com with the transaction or receipt ID number (found in the details of your transaction in your Paypal account or in your confirmation email) and your order will be checked. Some countries may charge an import fee for packages of a certain weight or cost. It is the responsibility of the customer to be aware of such regulations, and Cubesmith is not responsible for any import fees.

*IMPORTANT SHIPPING NOTICE*
*Orders to the Philippines and Malaysia*
are no longer guaranteed unless Priority or Express shipping is used (as of 7/29/2008). This means if you select standard shipping to one of these countries and your order does not arrive, you will not be offered a refund or to have your order reshipped. We apologize for the inconvenience, but the postal service in these countries is too unreliable with First Class mail and too many packages are never arriving. If the problem persists, we will be forced to discontinue shipping to these countries. *Other countries may be added if they are determined to have unreliable postal delivery. Tracking numbers are not available for international orders. On Priority packages, customs forms are used, but tend not to be utilized by the postal service as a means of tracking. Express mail packages are usually scanned for tracking and arrive within 3-5 days (this is a USPS estimate and is not guaranteed; we ask that you still allow up to 8 weeks for international delivery).

Q.  Can orders be rushed or expedited?
A. 
If you have an event or a competition coming up and you need stickers by a certain date, please send an email to cubesmithorders@gmail.com with the transaction ID number (found in the details of your transaction in your Paypal account) .  Everything possible will be done to ensure you get them when you need them, but please don't do it if it's not necessary.  Remember, these are only puzzle stickers.

Q.  How much is shipping? Do you ship to my country?
A.  If you have a shipping address, we will ship to you. 
    
US Shipping Costs
     Shipping is $1.50 for orders totaling less than $4.50; these orders will ship in a plain white envelope.
     Shipping is $3.00 for orders totaling $4.51 - $19.99; these orders will ship in a bubble mailer
     Shipping is free for orders totaling $20 or more; these orders will ship in a bubble mailer.

     International Shipping Costs
     First Class shipping is $1.50 for orders totaling less than $4.50; these orders will ship in a plain white envelope.
     First Class shipping is $5.00 for orders totaling $4.51 - $24.99; these orders will ship in a bubble mailer
     First Class shipping is $10.00 for orders totaling $25 - 100, but any amount over the actual shipping cost will be refunded; these orders will ship in a bubble mailer.
  
     *For International orders totaling more than $100, first class shipping will not be offered at checkout; only Priority and Express shipping will be offered, as they are more reliable methods of shipping internationally.
       If your order exceeds $100 and you would rather it be shipped using first class shipping, please email us your transaction ID number and the shipping fee will be refunded (first class shipping will be free), but your
       order is not eligible for reshipment if it is lost or damaged during shipping.

     Priority shipping is $23.95 for orders under $200 and $59.95 for orders over $200, though if an order totals $200 or more but weighs less than 4 lbs it can be shipped at the lower rate and any overpayment of
          shipping fees will be refunded.
          *Canada: Priority shipping to Canada is $19.95 for orders under $200 and $40.95 for orders over $200.
     Express shipping is $44.95 for orders under $200, $79.95 for orders over $200, though if an order totals $200 or more but weighs less than 4 lbs it can be shipped at the lower rate and any overpayment of
          shipping fees will be refunded.
          *Canada: Express shipping to Canada is $34.95 for orders under $200 and $64.95 for orders over $200.  
     *Some countries may charge an import fee for packages of a certain weight or cost. It is the responsibility of the customer to be aware of such regulations, and Cubesmith is not responsible for any import fees.  

Q. How do the Priority and Express International Flat Rate shipping work?
A.
If you take advantage of this shipping option, please email your transaction ID number (found in the details of your transaction in your Paypal account) to cubesmithorders@gmail.com to ensure that your order is filled as quickly as possible.
Priority Flat Rate shipping is available as a shipping option on the checkout page for customers outside of the US. This method costs $23.95 for orders under $200 and $59.95 for orders over $200, and takes an estimated 6-12 days for delivery. Priority shipping to Canada is $19.95 for orders under $200 and $40.95 for orders over $200. You must still allow up to 14 days for your order to be filled, as we may be temporarily out of stock on something you've ordered. Please email us your transaction ID number once you place an order with Priority shipping so we can be sure your order is shipped as soon as possible. Once your order is filled, you will receive an email from us letting you know when it will ship. Unfortunately, tracking is not available for international orders shipped via priority mail, as international postal services tend not to utilize customs forms as a means of tracking.
Express Mail Flat Rate shipping is available as a shipping option on the checkout page for customers outside of the US. This method costs $44.95 for orders under $200 and $79.95 for orders over $200, and takes an estimated 3-5 days for delivery (this is a USPS estimate and is not guaranteed; we ask that you still allow up to 8 weeks for international delivery). Express shipping to Canada is $34.95 for orders under $200 and $64.95 for orders over $200.  You must still allow up to 14 days for your order to be filled, as we may be temporarily out of stock on something you've ordered. Please email us your transaction ID number once you place an order with Express shipping so we can be sure your order is shipped as soon as possible. Once your order is filled, you will receive an email from us with a tracking number letting you know when it will ship. You will be able to track the package via www.usps.com.
Please note: Due to the way Paypal displays shipping options, we often manage to overlook the upgrade to Priority shipping, so please remember to email us a reminder and your transaction ID number. If your shipping confirmation does not include confirmation of the upgrade, please notify us immediately. If we fail to ship your order via priority or express mail, we will refund the shipping cost.

Q.  What if I don't have a Paypal account and I'm unable to place an order through the website?
A.   You may also pay with a credit/bank card. Just checkout normally, and when you get to the payment page, instead of logging into a Paypal account, click the link to pay as a guest with a credit or debit card. If you can not get this to work, it is a Paypal issue or an issue with your card. You will need to contact Paypal to resolve the issue.
If you don't have a credit/bank card, you may mail in your order. You may send well-concealed cash (sent at your own risk; bills only, no coins - round up to the nearest dollar), check, or money order in US dollars only. If sending cash, please do not send coins, round up to the nearest dollar.
Add the items you want to the shopping cart, and print out the shopping cart page from the website. (If you don't have access to a printer, a clearly handwritten list will work.) Don't forget to add appropriate shipping charges. Please type or handwrite your shipping address and email address on either the shopping cart printout or a separate piece of paper. You will receive an email once your order ships.
Mail well-concealed cash, check, or money order (in USD, made out to 'Chris Licciardi', not 'Cubesmith'), along with the printout to:
Chris Licciardi
44211 Yucca Ave. #6
Lancaster, CA  93534
USA

General

Q.  Can I get a sample?
A. 
If you would like a sample of any of our colors or material, just send us a self-addressed, stamped envelope and a note with what you'd like a sample of. This means you will send us an envelope with a stamp on it, addressed to you, inside of an envelope addressed to us (our mailing address is listed above). We will send you material as a sample in the envelope that you have sent addressed to yourself. If you do not include a self-addressed, stamped envelope we will not send samples. If you have placed an order which has not yet shipped, you can email us your transaction ID number and a request for a sample. If you will be placing an order, and want samples added to it, you can put the request in the notes to seller section during checkout, though we do still recommend that you email us the transaction ID number to be sure we receive your request before the order ships. Samples are not intended as replacement stickers, and come from our scrap material. This means that you may request a color and size, but we may not have that color and size combination in our scrap, so you may get the size you want but in a different color than you requested, but we will also send a sample of the requested color. Samples are single squares from a face of stickers, not an entire face of stickers.

Q.   What's the difference between the textured and smooth tiles? What's the difference between tiles and vinyl stickers? Which is the best? What is the lifespan of the tiles/stickers?
A.  
Cubesmith tiles are made of .010" thick Lexan (a brand of hard, practically unbreakable polycarbonate resin, used for shatterproof windows and the like). The difference between smooth and textured is in the surface texture (what you actually feel when it's on the cube); the smooth ones are smooth (though not as smooth as the vinyl), and the textured ones have a slightly textured feel to them (similar to sandpaper, if it were made of plastic). The colors are screen printed on the reverse side to avoid fading and wear, and backed with
high performance moisture resistant acrylic adhesive.  Cubesmith vinyl stickers are made of a solid, self-adhesive vinyl, similar to most stickers you've seen. Our vinyl sticker are more durable than the original stickers, as they are not laminated, so they will not have that clear layer that tends to peel up like the original stickers.  Both the tiles and vinyl require no more effort than peel-n-stick; no additional adhesive or glue is needed. As for which is best, it's really a matter of personal preference. The lifespan of the materials depends upon how often you use your cube and how well you care for it (i.e., don't leave it in the sun, get it wet, let your dog chew on it, etc.). Generally, with normal use (not speedcubing) stickers and tiles can last a year or longer.

Q.  How do I apply the stickers/tiles?
A. 
The first, and most important, step is to remove the old stickers and ALL of the old adhesive. To do this, a scrape-rite blade is recommended (as they are plastic and won't scratch the cube) to get the stickers off, and rubbing alcohol to remove any excess adhesive.  The best way to apply the new stickers is one at a time, carefully and slowly. Both stickers and tiles are self-adhesive. The best technique is to use a hobby/exacto knife to lift the sticker from the paper backing. With one corner of the sticker attached to the knife, line the sticker up to the puzzle piece and push down on the corner opposite the knife to adhere it to the piece. Once the first corner is stuck, use your finger to push the sticker firmly into place, moving from the corner you stuck first to the corner with the knife to prevent bubbles under the sticker. For more help, there are a ton of sticker application videos on YouTube.

Q. Do you sell complete cubes? Do you sell 3x3x3 parts? Do you sell parts for _______ puzzle?
A.
At this time we only have replacement parts for Rubik's brand 4x4x4, and 5x5x5 puzzles.  As of right now, we have no plans to sell 3x3x3 parts; there are so many different 3x3x3 puzzles out there with so many different kinds of pieces that it would be too difficult to ensure that the pieces sold would match the puzzle you have. We do not have plans at this time to offer replacement parts for any other puzzles, though it's not out of the question for the future. We recommend contacting the puzzle manufacturer for replacement parts we do not offer.

Q.  I'm placing a large order, can I get a discount?
A.  Discounts are offered on large orders. However, the discounts begin at 100 pieces of the same item. **As of 3/24/2011, bulk order discounts will only apply to orders which include 100 or more of the same sets of stickers. The discount will not apply to orders with 100 or more logos, singles, or plastic blades.** To take advantage of the discount, place your order normally, then email the transaction ID number (found in the details of your transaction in your Paypal account) to cubesmithorders@gmail.com, and 10% of the total purchase price will be refunded. *Discount only available on orders which include 100 or more of the same sticker set.*

Q.  I'm organizing a speedcubing event. Can I get prizes or a discount?
A. 
A special co-sponsorship discount is now being offered for event organizers. Click here for details.

Q.  Will Cubesmith stickers fit my standard sized Rubik's/Eastsheen/V-Cube puzzle?
A. 
Our standard 4x4x4 stickers are made to fit both Rubik's and Eastsheen 4x4x4 puzzles. Our standard 5x5x5 stickers are made to fit Rubik's, Eastsheen, and V-Cube 5x5x5 puzzles. The difference in size between the original stickers and ours is small, and our stickers are created so that one size sticker can fit on most brands of the puzzles; most people don't mind or even notice the size difference.  You can see the difference between Cubesmith stickers on an Eastsheen cube, and on a Rubik's cube here.

Q. I want to order something, but I don't see it listed on your site. Do you sell ________?
A. If you would like a custom set of tiles, the answer will most likely be no. The tiles require a (very expensive) die to cut, and each new set costs a lot of time and money to create. Different tile sets may be offered in the future, but nothing is being planned at the moment.
Other than tiles, if it can be made from what you see on the site, chances are you can get it here. Just ask. New sets are constantly being worked on, so if you want something that is on the 'to-do list', you may have to be patient until the artwork is done.
*Cut your own custom stickers! Check out the 10.5" x 6.5" vinyl sheets now offered for sale.*
*Cut your own custom tiles! Check out the uncut tile squares now offered for sale.*

Q. I just placed an order and I want to add something to it, but I don't want to have to pay double shipping. Can I have them shipped together?
A. Please make sure your order is complete before making payment, as adding to orders is no longer an option. That being said, if you place two orders within a reasonable amount of time, your orders may be shipped together, and a refund sent for the double shipping. Just email the transaction ID numbers (found in the details of your transaction in your Paypal account) to cubesmithorders@gmail.com, and ask for combined shipping. Obviously if any of the orders you want to combine have already shipped, this will not be an option.

Q. I've sent you an email but haven't gotten a response? Why not?
A.
We try to answer all emails within 48 hours (excluding weekends/holidays). Most likely, we have responded and the email has been sorted by your spam filters. Please check all of your email folders. We do not always respond to emails from the cubesmithorders@gmail.com address; our responses may be from another address your filters may not recognize. If you still can't find anything from us, try emailing us again; your message may have been misplaced by one of our filters.

Custom Orders

Q. Can I get a custom logo made?
A. 
We are not offering a custom logo option on our site at this time, but we are accepting custom logo orders. We are only able to print one-color images; we can print in any color you see in our tiles section, on any color of vinyl we offer, though we recommend dark ink on light vinyl. The image provided for the logo(s) must be sent to us in .ai (an Adobe Illustrator file) or .cdr (Corel Draw) format, and we must approve the image before an invoice will be sent for the order. Because of the cost of the printing set up, the minimum order is 5 sheets for $50, additional sheets are $10 each (for 3x3 stickers there are 130 stickers per sheet). It will usually take us a couple of weeks to make the logos; we will give you an estimated shipping date before the order is placed. Please email us at cubesmithorders@gmail.com to discuss placing a custom order.

Q.  Can you make vinyl stickers for my custom made puzzle?
A. 
Usually this answer is going to be no, but feel free to ask - we may have something that will work for you. The time and effort it takes to create a set of stickers for a custom puzzle is not small, and we generally only do it for mass produced puzzles. We will be trying to offer sets for some of the more common mods in the future.
*Cut your own custom stickers! Check out the 10.5" x 6.5" vinyl sheets now offered for sale.*

Q.  Can I get tiles for my __________ puzzle?
A.
 No. Each tile pattern require an individual die to cut, and each new set costs a lot of time and money. Different tile sets may be offered in the future, but nothing is being planned at the moment.
*Cut your own custom tiles! Check out the uncut tile squares now offered for sale.*


Questions or comments?
cubesmithorders@gmail.com
If you are emailing regarding an order, please include the transaction ID number.

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