Help Center

General

Turing Tumble and Spintronics are both for ages 8 to adult. 

Turing Tumble and Spintronics come with everything you need to complete all challenges in the included puzzle books.

We do not offer discounts to the general public. We do offer discounts to teachers, schools, libraries, and home educators. If one of these roles applies to you, please fill out our verification form to receive our discount code. 

Both Spintronics and Turing Tumble are made out of ABS (Acrylonitrile Butadiene Styrene) plastic. Turing Tumble also includes steel ball bearings and rubber washers. All of the safetey tests came back clear. 

The Virtual Pack contains all the plans for Turing Tumble to build your own homemade copy or make modifications to the parts! The Virtual Pack includes CAD files (STL and STP format) for all of the plastic parts and PDF version of the puzzle/comic book.

There are a number of tips and tricks for building your own Turing Tumble on our Community page.

Shipping Policy

Once your order leaves our warehouse, you will receive tracking information via the email you input in our system when you placed your order. Occasionally these tracking emails end up in junk folders. If you have any other questions please email hello@upperstory.com.

Yes, we ship to Army Post Office (APO), Fleet Post Office (FPO) and Diplomatic Post Office (DPO). To ensure that we have all of the information needed to ship your order, here are a few useful tips:

Include the type of address, e.g. Postal Service Center (PSC) Community Mail Room (CMR), etc. along with the corresponding number of that address. The post office type, APO, FPO or DPO should be listed as the “city”. The “state” will be either AA, AE or AP.

A properly formatted sample address might look like the following:

John Smith
PSC 1111, Box 2222
APO AE 09011-1234

Yes, Upper Story ships to many locations worldwide. You may easily view the list of countries we ship to by visiting our website. If you do not see your country listed, we are unable to ship to that location at this time. 


Currently, we ship from  warehouses in the following locations:

United States (Chicago, IL and Los Angeles, CA)

Toronto, Canada

Wales, United Kingdom

The Netherlands

Victoria, Australia

New Zealand

China

We offer a number of shipping options to ensure that you can get your package on time. Below you will find a breakdown of all the shipping methods that we offer. 

48 Contiguous United States

Shipping Method: Speed

Economy: 5-7 Business Days

Expedited: 3-5 Business Days

Express Shipping: 1-3 Business Days

 

Hawaii and Alaska

Shipping Method: Speed

Economy: 6-8 Business Days

 

Note:  Packages will be sent through FedEx via the corresponding shipping method selected at checkout.

All orders placed before 8:00 AM CST will ship the same business day, while those placed on the weekend or after 8:00 AM CST ship the following business day.

E.g. If you place an order with 2-Day shipping on Monday at 12 Noon, you can expect your package to arrive on Thursday.

Based on ship to county:


1. United States
Taxes are applied at check-out based on the shipping address. 

2. Canada
Taxes are applied at check-out based on the shipping address.  Customs are included. There are no additional fees upon delivery.

2. United Kingdom
All items shipping within the UK include VAT in the item price. Customs are included. There are no additional fees upon delivery. 

3. Australia
Taxes are applied at check-out based on the shipping address. Customs are included. There are no additional fees upon delivery. 

4. Countries within the European Union
All items shipping to countries within the EU include VAT and customs in the item price. There are no additional fees upon delivery.

5. Everywhere Else
Shipments may be subject to additional customs and taxes upon delivery, which the recipient is responsible for paying. Please note that Turing Tumble does not have any control over these charges and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Please be advised that the customs and taxes paid upon delivery are non-refundable.

While most orders will arrive in one package, depending on the size of the order you may receive multiple packages. 

Spintronics pre-orders are expected to ship October 2022.

Returns

With limited exception, Upper Story LLC will accept the return of unopened games within 30 days from the date of purchase. We do not accept the return of replacement parts or puzzle books.

Once your return is received and inspected, if approved, a credit will be applied to your credit card or original method of payment. Refunds may take a few days to appear in your account, depending on your cardholder policy.

Please note: For all orders delivering to Asia, due to shipping and import taxes, we are no longer able to accept the return of any product. For all other orders, original shipping costs are non-refundable. The customer will be responsible for paying for return shipping.

If your return was a gift, please be prepared to provide an order number or shipping address.

Please email hello@upperstory.com if you have any questions or if you would like to initiate a return.

Order Issues

We’re sorry that this happened. We kindly ask you to double-check the courier site to verify that the tracking for the package says that it has been delivered. If it has, check in with a neighbor, household member(s) or someone that accepts mail for your building as they might have picked it up for you.

If you still cannot locate your package, we ask you to wait 2 business days before contacting customer support. Customers must notify us within 3 weeks of any missed delivery or lost packages.

After 3 weeks each order will be taken on a case by case basis. Refunds and duplicate orders are not guaranteed.

In order to ensure shipments are processed in a timely manner, once an order has been placed, we cannot make any modifications. This includes (but is not limited to) making changes to the shipping address and items ordered. If you have received a confirmation email and would like to cancel your order, please note that it will need to be done via a return and thus subject to our standard return policy.

Orders typically ship within 1-3 business days of completing the order (depending on the time of day). Shipping time varies based on your location. You will receive an email with your tracking information as soon as it ships.

Troubleshooting

Along with the 8 purple gears and 4 red gear bits your box comes with 8 high friction washers. 

If the gears and gear bits don’t work reliably, it’s probably because there are no high friction washers behind them. Remember that whenever there are two gears connected together, the washers must be placed behind the gears to add a little extra friction. But whenever there are three or more gears connected together, you can leave them off.

If you still have questions please reach out to us at hello@upperstory.com.

Check to see that you snapped the red and blue counterweight marbles into the levers and the ramps as shown in Step 6 and Step 7 of the Assembly Instructions.

If you still have questions please reach out to us at hello@upperstory.com.

On occasion parts may be missing or damaged in NEW games, we apologize for the inconvenience. Simply email hello@upperstory.com and let us know which parts you are missing, the address to send them to, and if possible, a photo to ensure we get you the right ones. We will send you a replacement set free of charge.

If you happen to lose or damage parts after having your Turing Tumble for awhile, we do offer a variety of replacement packs for purchase in our store.

Check to see that you connected the levers and ball releasers correctly as pictured in Step 3 of the Assembly Instructions. The connecting pins should be facing the correct way to line up the flat side of the pin with the flat side of the hole in the lever/ball releaser and the round side of the pin with the round side of the hole in the lever/ball releaser. If you are still having trouble, email hello@upperstory.com for additional support.

Check to see if the ramps are hitting the black connectors on the back side of the board. If they are, you can try to carefully bow out the connectors so they don't run into the ramps. Also check to see that you have inserted the counterweight as pictured in Step 7 of the Assembly Instructions. Still having trouble? Email us at hello@upperstory.com.

Education

If you are purchasing for a school or tax-exempt company please email your official document at  hello@upperstory.com. We will then send you an invitation to create an account that has been labeled as tax-exempt.

Acceptable forms of identification include: Official ID Card or Badge, Educator's License or State Certification, credential used to gain access to your campus (must have your name on it), Pay Stub from your employee, signed letter of employment status from your school, or state homeschooling documentation.

Upper Story offers a 10% discount on all Spintronics and Turing Tumble games, 5 packs, bundles, and extra parts. This discount is offered to all educators, including, but not limited to:

Teachers, Schools, Homeschools, Libraries, STEM / STEAM Camps

Please fill out our verification form to receive our discount code.

Yes. We offer a discount to teachers, schools, libraries and home educators. Please fill out our verification form to receive our discount code.

All quotes are valid for 90 days from the date generated.  

Changes in the specifications, quantities, delivery address or other aspects of the quote are to be binding unless otherwise accepted, in writing, by Upper Story, LLC. Any such changes may result in additional or increased charges, for which the buyer might be liable. 

Questions regarding your quote should be directed to  hello@upperstory.com.

Payment

United States: Visa, Mastercard, American Express, Discover, Shop Pay, Apple Pay, Google Pay

Canada: Visa, Mastercard, American Express, Discover, JCB, Diners Club, Elo, Shop Pay, Apple Pay, Google Pay

Australia: Visa, Discover, American Express, Shop Pay, Apple Pay, Google Pay

Everywhere Else: Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Apple Pay, Google Pay

For Educators: We do accept purchase orders with NET 30 terms. Please email them to hello@upperstory.com.

It will show up with “SP * TURING TUMBLE” included in the description. You will also see the date the purchase was authorized and other information depending on how your bank notates purchases.

Retailer Inquiry

Reach out to us! Upper Story is willing to partner with your brick-and-mortar store. If you have an interest please be prepared to answer the following questions. 

1. What products are you interested in (Spintronics or Turing Tumble)?

2. How many units do you intend on purchasing? (Turing Tumble is sold in quantities of 5, Spintronics is sold in quantities of 6)

3. What sales channel/s do you intend on using? Please provide your URL or physical store address.

Please note: We no longer allow our retailer partners to sell online.

Thank you for your interest in selling Upper Story products. 

Please note, all resellers must agree to the following terms and conditions.

VAT and Payment Policy: Upper Story LLC offers both VAT-inclusive and exclusive pricing. To receive VAT-exclusive pricing, you must submit evidence of your VAT number prior to payment. Invoices are to be paid by bank transfer, check, and/or credit card, and pre-payment is required unless previously agreed upon. 

Shipping Policy: The cost of shipping is subject to change at any time, with or without notice.  

E-commerce & Third-Party Website Policy: Upper Story LLC does not allow its partners to advertise any of Upper Story's products on their own e-commerce website. Selling on any third-party site, dropship, classified sites, and (but not limited to) selling on Amazon using Fulfillment by Amazon (FBA) is strictly prohibited.

Online Shopping Ads: Online shopping ads to re-sell any Upper Story products are strictly prohibited. 

Geographic Territory: Upper Story LLC does not allow retail partners to sell products to international customers outside of the country in which said retailer is primarily conducting its business.

Sell Products in Original Packaging: When reselling, Upper Story products must be in the original packaging.  

Manufacturing Defects: In the event that the product is defective due to the manufacturing process, all correspondence is to be directed to Upper Story Customer Support: hello@upperstory.com

Should you be interested in becoming an approved reseller, please contact us at hello@upperstory.com to apply.

Contact Us

If you can't find your answer in our Help Center, email us at hello@upperstory.com with any questions.