FAQs

Click on each question to reveal the answer. If your question is not answered here please get in contact using the details in the footer.

Contents:

  1. Puzmat
  2. Outdoor Treasure Hunts
  3. Wanderlust Treasure Hunt Club
  4. Team Days and Events
  5. Delivery & Shipping
  6. Returns & Refunds

1. Puzmat

What's the difference between Puzmat, Pu2mat, and Puzmat Tiger and which is which?

The games are all the same concept but each has different puzzles, they can be played in any order. Puzmat finishes using a cipher made from with the help of household objects. Pu2mat finishes using a cipher made from an animal. Puzmat Tiger finishes using a cipher made from colours and shapes.

How long does it take to complete?

Depending on your team size roughly 2 - 4 hours.

How hard are the puzzles?

They range in difficulty there will be something to suit all the family.

Is it suitable for adults or kids or both?

It is suitable for ages 8+ but equally younger kids can also find enjoyment.

How does racing work?

Feeling competitive? Get 2 of the same Puzmats team up and race each other to complete it! Ideal for family living rooms or large team building events.

Can I use it again?

You will cut up the mat to solve the puzzles it can only be used once, it is recyclable.

Can it be played on zoom?

Yes! Each household will need a Puzmat then just set up your video call and start.

Puzmat money back guarantee

NOTHING TO LOSE MONEY BACK GUARANTEE

You've never played anything like this before!

The perfect game for date night, mates night, family night - laughter, fun, debates, drinks & nibbles - good times!

'It's like an Escape Room on a mat'

Play the game & we promise you all of the above! If not let us know - you can keep the game, receive a full refund + we will send you a different Puzmat to try for free! There are no conditions for our guarantee we are 100% confident you will love this game

🤩🥳

How big is it?

It's A0 which is 118.9 x 84.1 cm.

Do I need anything extra to play?

For all the games you need a pen or pencil, scissors and something to access the internet. For Puzmat you will need access to the internet and some ordinary household items, if you don't have them work arounds are provided. For Pu2mat some extra items you carry with you are needed but also work arounds are provided. Puzmat Tiger requires a phone with a torch.

What happens if I get stuck?

Hints and answers are provided online, instructions are included on the mat.

Can I play outside?

Yes Puzmat Tiger or Pu2mat are better suited for outside. For Puzmat 1 you will need access to a house to help solve some of the puzzles (or you can use the internet but it wouldn't be as fun).

Does the password change?

No it never changes so buy now and play in the future no problem.

2. Outdoor Treasure Hunt

How long do the treasure hunts take?

Each one differs in length, its usually between 2.5 - 4.5 hours please check individual product details for more information.

What should I wear?

Dress apporpriately for the weather and wear comfy shoes.

Is it suitable for kids?

The puzzles are varied so some questions will be suitable for kids some will not be but they are designed for all the family to enjoy. There are some age restrictions for the pubs see product page information for this.

How many people can go on a hunt?

It's unlimited but we recommend a maximum 6/8 in a group to ensure everyone has a good time. For larger groups use a staggered start in groups 15/20 mins apart or buy the race hunts (only at specific locations).

Do I need to book?

No once you have the pack you are free to do it whenever just check the opening times of the pub. This can be found in the description on each product page. However we recommend large groups do book to avoid disappointment. For small groups, walk-ins are just fine.

What happens if I get stuck or lost?

If you get stuck or lost the answers are included upside down on the bottom of the back page. Each answer has a grid references which you can use with the map to find the position you should be in.

Is there an age restriction?

There are no age restrictions for the hunt except at the pub, restrictions for under 18s can be found in the description on each product page.

Are the routes suitable for a wheelchair user?

Each of our routes are different and although we try to be as inclusive as possible some routes may not be suitable (at least in part) for guests with certain disabilities. Please get in contact for more information (details in footer).

I haven't got my pack what should I do?

Please wait at least 6 working day (sometimes the post is delayed) before getting in touch (using the contact details at the bottom of the page) unless you need the pack urgently. Then we will arrange a plan B if needs be.

How hard are the hunts?

Each route is designed with a range of clues to challenge novice detectives right up to Sherlock Holmes and Dr Watson! The answers are provided so if you are stuck you can complete the hunt.

How does the Race Pack work?

The following locations are available for racing (London Westminster, The City of London and Edinburgh). At each of these locations there are two routes starting at the same point and finishing at the same treasure. They are of equal distance so it is possible to team up and race, some of them overlap so you may bump into each other!

I'm confused on how many to buy for a Race Pack...

If you purchase for two people you will have 1 v 1, if you purchase for 3 you will have 1 v 2, if you purchase for 4 you will have 2 v 2 etc..

How does the pub discount work?

Important T&C's of pub discount - the discounts offered at each pub range from 10% - 20% and is subject to either being applied on food or drink or only when food is purchased. This will be stated on your treasure hunt - if it says 'food and drink' this means discount is applied only when buying food but if it says 'food or drink' this means discount can be obtained on just drinks. For clarification please check before ordering or get in contact with us. COVID-19 - due to loss of earnings some pubs are not offering discount for the time being, sorry for any inconvenience caused.

I have a digital hunt, what should I bring?

We recommend you print your hunts off, if you can't then share on your phones and bring a notepad and pen for some of the workings out. We also recommend a compass app on your phone.

The hunt I played had some questions that have changed or are out of date what should I do?

Please get in touch with that feedback! We really need to hear from you to be able to make those edits. We will look after you with some vouchers if your game was unplayable.

There is something missing from my pack what should I do?

We are sorry that on the odd occasion something might fall out of your pack in transit or the wrong thing be put in or overlooked! Just get in touch with us and we will fix it right away.

Is there anything specific I need to know before going on my treasure hunt?

Not really, everything you need is in your treasure hunt pack, including answers if you get stuck, you just need to read the instructions, be able to walk a few miles and be up for an adventure!

3. Wanderlust Treasure Hunt Club

How long do the digital hunts take?

An approximate estimate is provided but it varies depending on how many people are playing and how hard you find it, usually between 1-2 hours. It's possible to take breaks details of this can be found at the start of the hunts.

How many people can play?

You can have as many as you want but smaller groups are better, for larger groups use multiple or larger screens.

How hard is it, is it suitable for kids?

The difficulty levels range from easy to hard so everyone can get invovled, if your child will enjoy looking around Google Earth then it will be suitable!

Is it suitable for zoom calls?

Yes! Just make sure you have enough screens for the questions, Google Earth and zoom.

I can't sign in?

Make sure you sign up for the club and create a website account with the same email - use this when signing in. Still having problems? Ensure the browser you are using is up to date, you have the latest version of iOS or use Google Chrome.

The page is white and/or not loading

Delete your browsing history and cache and refresh your browser.

How do I cancel my account?

Please get in touch using the contact details in the page footer with your email and that you wish to cancel.

Why have I been charged?

Upon signing up you have provided your card details which are charged AFTER the free trial period ends, if you have been charged it is because your free trial has finished.

I can't access the next page of the treasure hunt

Delete your browsers history and cache and try again.

I'm entering the correct answer but it's saying its incorrect

Make sure its entered in the correct format (if its a specific format it will be detailed on the page).

I can't find the answer on Google Earth

Try re-reading the question carefully picking up the details, if you still can't find it then its possible Google Earth has changed please get in contact using the details in the footer and highlight the issue.

4. Team Days & Events

What can you do for me?

Please check out our Team Days & Events page found in the main website menu.

Can you create bespoke events?

Yes! Please check out the Team Days & Events page in the main website menu or get in contact using the details at the bottom of the page.

 

5. Delivery & Shipping

When will my order be shipped?

All orders are dispatched asap after ordering, you will reiceve a dispatch email once this is done, please check your spam folder if you can't find this.

How long will it take to get my order and what is the shipping cost?

Please refer to the delivery information page found in the footer of the website.

Can I track my order?

For the UK we can track when the order has been dispatched. For international full tracking is available for a higher price, Please refer to the delivery information page found in the footer of the website.

Can I change my order after it has been placed?

We aim to dispatch all orders as soon as possible after being placed. Please get in contact using the details in the website footer with your order number as soon as you realise you want to change your order. We will try our best to accommodate your request if it hasn't been dispatched already.

Do I have to pay a customs fee?

Some international orders outside will be subject to local taxes, duties and customs charges for which the recipient is responsible. Customs fees vary from country-to-country and are unfortunately out of our control. We can't refund you for custom fees. Contact your local postal authority for more information on customs charges in your country.

What countries do you ship to?

We can ship to any country in the world. If you are unsure about potential shipping to your country please contact us using the details in the website footer. For North American sales (USA, Canada & Mexico) please visit www.puzmat.com.

At the Great Game we try our best to live up to the highest standards of customer satisfaction. If we have made an error or the quality of our products falls short of your expectations, rest assured we will hold our hands up in the air, accept fault and look after you with vouchers, freebie gifts and refunds.

6. Returns & Refunds

How do I return a product or get a refund?

If you are not happy with your purchase please don't hesitate to contact us using the details in the website footer. Note all products that are being returned for a refund must be returned within 14 days of receipt of the parcel at your address. Upon receipt of the products at our warehouse we will refund the value of your original goods. All products must be un-opened, unused and in re-saleable condition. The cost of returning the items is paid for by the customer.

What happens if my order gets lost in the post?

Unfortunately now and again orders do go missing in the post. We will honour a refund but we have to wait until a number of days have passed with no delivery. For UK orders this time period is 14 working days and for international it is 21 working days. This is in line with our courier and postage partner The Royal Mail.

Puzmat money back guarantee

NOTHING TO LOSE MONEY BACK GUARANTEE

You've never played anything like this before!

The perfect game for date night, mates night, family night - laughter, fun, debates, drinks & nibbles - good times!

'It's like an Escape Room on a mat'

Play the game & we promise you all of the above! If not let us know - you can keep the game, receive a full refund + we will send you a different Puzmat to try for free! There are no conditions for our guarantee we are 100% confident you will love this game

🤩🥳