About us

See also: The general FAQ: finding and buying puzzles - About cookies

What exactly is "Imaginatorium Shop"?

It is a family-operated enterprise run by me, Brian Chandler, as a sole trader. (It is not incorporated.)

Where is it?

Postal address: Horigome-cho 3942-9, Sano, Tochigi, Japan 327-0843. In Sano, a town at the edge of the Kanto Plain, as the hand-drawn map shows... there is a bit more detail on my personal site, the original Imaginatorium.

How do I contact you?

Please use the contact form (link at the top of each page. You can also email me (shop at imaginatorium.com), but to avoid being classed as spam, please put the word 'puzzle' (or 'puzzles') in the Subject line, and switch off html. In extreme circumstances (you have made an order, and are not getting responses to email): telephone +81 283 229194 or fax +81 283 229142. Please remember we are 9 hours ahead of GMT: the local time in Japan when you accessed this page was 2033 (8:33pm), Tue Apr 23 2024.

I expected an email, but it did not arrive. Why not?

One possibility is that your mail software is set up to discard mail from any unknown addresses as spam. Please check that you are accepting messages from the domain imaginatorium.com, then try contacting us again. If you use the contact form: you should receive an immediate email confirmation. (Please also double-check that you have entered your email address correctly!)

What personal information do you collect? And what about email privacy?

When you make an order using PayPal, we receive the details we need to send the order. (But we do not see your credit card details.) We also use your email address to contact you; we do not normally do any sort of "mailshot", but I might write again - for example, to tell people who bought puzzles by a particular artist that some long-awaited new puzzles are available. If you ask about missing pieces, for example, we may pass your query directly to the manufacturer, if they will send replacements directly.

Otherwise, we will never disclose your email address or other details to anyone else.

And cookies?

We only use cookies essential to site operation. See the separate details: About cookies.

What is your policy on returns?

If you return a puzzle in the condition we sent it, we will refund the cost of the puzzle (excluding shipping). The relatively high cost of shipping means that this is not usually worthwhile. But of course if there is any defect or problem with the puzzle, please contact us, and we will do our best to rectify it. If there is a defect, we will either replace the puzzle or refund your payment for the puzzle in full.