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 safety 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

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.

Upper Story ships to many locations worldwide. 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:

Chicago, IL United States

North Las Vegas, NV United States

Toronto, Ontario, Canada

Blackwood Wales, United Kingdom

Roosendaal, Netherlands

Victoria, Australia

Christchurch, New Zealand

Fujian, China

Based on ship to county:

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.

Other countries in Europe

Shipments may be subject to additional customs and taxes upon delivery, which the recipient is responsible for paying. Please note that Upper Story 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 December 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 gear bits and 4 red gears 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 gear bits connected together, the washers must be placed behind the gear bits to add a little extra friction. But whenever there are three or more gear bits 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.

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.

Contact Us

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