Track your package's progress on our tracking page. If you haven't received your package after 21 days, then please reach out and we'll do everything that we can to help.
Our custom puzzles are made in Canada and the United States. We ship to the continental United States, Alaska, Hawaii, and Canada.
The higher quality the image, the better. We typically suggest a minimum of 1000px width for our images, but there is no actual minimum size. If you have a small/low resolution image, then using an online image upscaler may help.
If you're not sure if an image is a good fit, then feel free to reach out; we'd be happy to help.
To ensure nice lock on placement, our puzzles are made of 0.075 inch / 1.9mm thick chipboard (the same material as other premium puzzles). Our prints feature a durable semi-matte finish.
Yes. Our previous puzzles were 'ribbon cut', meaning all the pieces were the exact same shape. Our new puzzles feature a variety of shapes, with a premium semi-matte finish.
When you upload, you check “I confirm I have permission to use these images.” That’s your confirmation - you’re responsible for making sure it’s true. Full rules are in our Terms of Service (including prohibited uses and indemnification).
Not allowed: copyrighted logos, characters, or artwork you don’t have rights to; hate or illegal content; or anything that violates our Terms.
We may cancel orders that break these rules, but we don’t guarantee we’ll catch every issue before production. If an image infringes someone’s rights, you’re liable - not us - as described in our Terms.
Not sure? Don’t use the image, or get permission in writing first.
We ship to the United States (including Alaska and Hawaii) and Canada. We are not able to ship to PO boxes, so please use a physical street address.
Yes, there are two easy options:
On the puzzle box: add a custom note during the design flow.
Send a puzzle by email: email a prepaid code plus your personal message, with scheduled delivery (birthdays, holidays, etc.).
Yes. You can now customize the puzzle box during the design process. You're able to use a custom image for the puzzle box and reference image (in case you're wanting to keep the real puzzle design a secret). You can also add a custom note to the puzzle box itself.
Absolutely. Since our puzzles are often given as gifts, our packing slips don't show prices on them.
Puzzle sizes
250 piece puzzle
500 piece puzzle
1000 piece puzzle
Piece thickness
Puzzle box size
15.5″ × 19.5″
18″ × 24″
20″ × 27″
0.075″ / 1.9 mm
8″ × 10″ × 2″
We do not compress your images. That said, our printer can only print up to a 200 DPI resolution, as we print in a single pass (versus multiple layers). We can't provide gallery-grade prints but hope to eventually, as we continue to upgrade our machinery.
Our website provider, Shopify, doesn't let us customize some parts of our site so it shows the "default" product image (the dog) instead of your beautiful image. Don't worry, your custom image will still be printed on the puzzle :)
The preview images are just low resolution mockups - they don't match the quality of the actual print file. For reference, we don't compress, reduce, or edit the actual print files that are sent to us in any way (but our printers do have an upper print resolution limit of about 2000 pixels).
We don't have the ability to customize the puzzle sizes/shapes themselves, as each die-cut is handmade, expensive, and takes at least a month to create.
If you have a image that you don't want cropped at all, then it may be worth adding a frame around the image first - here's an example with a square image.
Express shipping is available for orders of up to six puzzles shipping to the USA. Express options appear at checkout when your order qualifies. If you need a last-minute gift, consider our “Send a puzzle by email” option.
Shipping
Yes! You have 60 minutes from the time of order to make changes to your shipping address. You must do this via the edit order link in your confirmation email.
If 60 minutes has passed, then please reach out to us right away and we'll do our best to get this updated; however, we cannot guarentee that the shipping address will be able to be updated at that point.
Puzzles ship around 5 days after purchase and arrive around day 10. Add 2-4 days during December. You'll get a tracking number via email once your order ships. Expect longer shipping times for Hawaii and Alaska.
Track your package's progress on our tracking page. If you haven't received your package after 21 days, then please reach out and we'll do everything that we can to help.
Yes! We know how frustrating it can be to find a great deal, only to be hit with high shipping costs at checkout. That's why we offer free shipping on all contiguous USA orders and on multi-puzzle orders to Canada, Hawaii, and Alaska.
We ship our puzzles in their own shipping boxes to ensure maximum protection while on the road (compared to the bubble mailers that most puzzle companies ship their puzzles in)!
Express shipping is available for orders of up to six puzzles shipping to the USA. Express options appear at checkout when your order qualifies. If you need a last-minute gift, consider our “Send a puzzle by email” option.
Our custom puzzles are made in Canada and the United States. We ship to the continental United States, Alaska, Hawaii, and Canada.
We ship to the United States (including Alaska and Hawaii) and Canada. We are not able to ship to PO boxes, so please use a physical street address.
If you got an email that your package was delivered, but isn't on your doorstep, then we recommend the following:
Look for alternative locations it could have been dropped (lobby, reception, back entrance, etc.)
If your package hasn't be delivered within 48 hours of the email then please reach out to us and we'll work with you and the shipping company to get this sorted out. Rest assured, you're not alone on this!
We apologize if your puzzle is delayed. During peak times like the holidays, we receive a high volume of orders, which can extend our processing times. Shipping can also be slower due to customs and processing time spikes.
We recommend ordering early to avoid delays, but we cannot guarentee any specific arrival times. Our team works tirelessly, even on weekends, to fulfill orders. If you haven’t received your package after 21 days, then feel free to contact our team below and we’ll do everything that we can to help. Your patience and understanding are greatly appreciated.
Yes. We have bulk order discounts that are automatically applied at checkout based on the quantity of puzzles in the order. Puzzle vouchers are not including in the cart minimums.
Bulk discount by quantity
1: 0%
2: 5%
3: 8%
5: 10%
25: 12%
50: 15%
100: 20%
250: 25%
500: 30%
1000: 40%
We also offer bulk direct-to-recipient shipping - more details can be found on our bulk orders page.
Our Canadian facility has about 10% of our total capacity, and prioritizes our Canadian retail orders, so Canadian orders will occasionally come from our other facilities to ensure they are delivered in a timely manner.
No. We do not ship to PO boxes, APO/FPO, or similar mailbox-only addresses. Please use a physical street address where a carrier can deliver a package.
We offer free shipping on all US orders and on multi-puzzle orders to Canada, Alaska, and Hawaii. For single puzzle orders to Canada, there is a flat $20 CAD shipping fee (due to the higher shipping costs). There is a $10 USD flat shipping rate on single puzzle orders to Alaska and Hawaii.
Our puzzles are often shipped in separate boxes, so occasionally puzzles do get separated and arrive on different days. If all the puzzles haven't been delivered after three days, please reach out and we'll figure out next steps together.
UPS for mainland United States and Canada, and USPS for Alaska and Hawaii. You’ll get tracking by email once your order ships.
Gifting
When you send a puzzle by email (also called a puzzle voucher), the recipient gets an email with a unique code to design their own puzzle with any image they choose.
You can add a personal note and schedule when the email sends.
The voucher is tied to the value of the size you bought. The recipient can apply it toward any puzzle size on site; they pay any difference for larger sizes or add-ons.
One year from the date the email is sent to your recipient.
Yes, there are two easy options:
On the puzzle box: add a custom note during the design flow.
Send a puzzle by email: email a prepaid code plus your personal message, with scheduled delivery (birthdays, holidays, etc.).
Our send a puzzle by email option works like a digital gift card built for puzzling: the recipient gets a code by email, picks their image and size, and you can schedule delivery and add a personalized message.
Use our Send a puzzle by email feature. We email a prepaid code - no shipping address needed until they redeem and order.
Absolutely. Since our puzzles are often given as gifts, our packing slips don't show prices on them.
We ship to the United States (including Alaska and Hawaii) and Canada. We are not able to ship to PO boxes, so please use a physical street address.
Yes. Be sure to add your email at checkout, and you'll recieve an email when the order has been marked as delivered. You can also add a custom note during the puzzle design process, if you want to make sure folks know who sent the puzzle.
Our rule of thumb is that each person can solve about 100 pieces per hour. So for example, two people working on a 1000-piece puzzle would likely enjoy around 5 hours of quality puzzle time together.
Images
The higher quality the image, the better. We typically suggest a minimum of 1000px width for our images, but there is no actual minimum size. If you have a small/low resolution image, then using an online image upscaler may help.
If you're not sure if an image is a good fit, then feel free to reach out; we'd be happy to help.
When you upload, you check “I confirm I have permission to use these images.” That’s your confirmation - you’re responsible for making sure it’s true. Full rules are in our Terms of Service (including prohibited uses and indemnification).
Not allowed: copyrighted logos, characters, or artwork you don’t have rights to; hate or illegal content; or anything that violates our Terms.
We may cancel orders that break these rules, but we don’t guarantee we’ll catch every issue before production. If an image infringes someone’s rights, you’re liable - not us - as described in our Terms.
Not sure? Don’t use the image, or get permission in writing first.
Yes, there are two easy options:
On the puzzle box: add a custom note during the design flow.
Send a puzzle by email: email a prepaid code plus your personal message, with scheduled delivery (birthdays, holidays, etc.).
Yes. You can now customize the puzzle box during the design process. You're able to use a custom image for the puzzle box and reference image (in case you're wanting to keep the real puzzle design a secret). You can also add a custom note to the puzzle box itself.
Here are five sources used by many puzzlers across the web:
We do not compress your images. That said, our printer can only print up to a 200 DPI resolution, as we print in a single pass (versus multiple layers). We can't provide gallery-grade prints but hope to eventually, as we continue to upgrade our machinery.
A durable matte finish, made for comfortable puzzling in any lighting, without glare. Our puzzles are printed on 0.075″ (1.9 mm) premium chipboard with varied piece shapes.
Our website provider, Shopify, doesn't let us customize some parts of our site so it shows the "default" product image (the dog) instead of your beautiful image. Don't worry, your custom image will still be printed on the puzzle :)
The preview images are just low resolution mockups - they don't match the quality of the actual print file. For reference, we don't compress, reduce, or edit the actual print files that are sent to us in any way (but our printers do have an upper print resolution limit of about 2000 pixels).
We have box designs for both landscape and portrait layouts, so make sure you rotate the design to the correct orientation.
To protect your privacy, we automatically delete uploaded high-resolution image files after 120 days. We do not claim ownership or copyright over your images.
Yes, with strict conditions:
You must have rights to the image and consent from anyone in it.
You must be 18+ (or age of majority where you live) to order NSFW content.
All other image rules apply (no hate, no non-consensual content, no illegal material).
Uploading NSFW content means you accept full responsibility under our Terms. We may remove content, cancel orders, or refuse future orders at our discretion.
Match your image to the print size for the puzzle you’re ordering:
250 piece: 16″ × 20″
500 piece: 18.5″ × 24.5″
1000 piece: 20.5″ × 27.5″
Each size is a different shape - pick your piece count first, then size your image to those dimensions for the least cropping in the customizer.
Yes - some trimming at the edges is normal when the puzzle is cut. Don’t put critical details in the red overlay area. If you need 100% of the image visible, then we recommend adding a decorative a border/frame to the edge the photo.
We don’t have a built-in collage tool yet. You can build a collage in another site, then upload a single image. If you're wanting to match the puzzle customizer exactly, here are the print file sizes:
250 piece: 16″ × 20″
500 piece: 18.5″ × 24.5″
1000 piece: 20.5″ × 27.5″
We accept JPEG/JPG, PNG, WEBP, and HEIC files up to 20MB. We don't accept PDF files because their internal layers can interfere with our print process and affect your puzzle's quality. Please save PDFs as one of our accepted high quality image types.
Bulk orders
Yes, for our bulk orders, just include their name and address multiple times in your CSV or CSVs (one row per puzzle). Our system automatically combines them into a single shipment, as long as they are part the same order at checkout.
Absolutely. You can combine multiple and different bulk shipping options in a single cart:
50 'single address' puzzles → your office
100 'single address' puzzles → your second office
25 'multi-recipient' puzzles → different recipients
Total: 175 puzzles, with appropriate, maximum discounts applied to each group (150 single address, and 25 multi-recipient puzzles).
For single-address orders: Tracking goes to the email used at checkout.
For multi-recipient orders: You control this with the "Send emails to recipients" checkbox during upload.
✅ Checked + email provided: Recipient gets tracking updates (puzzle preview shown as a gift box to preserve surprise)
❌ Unchecked or no email: Updates don't get sent
If you need tracking information for all multi-recipient orders, please reach out to our support team - we can send this information once everything is shipped. We're working on a way to make this accessible without needing to reach out.
Yes, all bulk order confirmation and tracking emails show a wrapped gift image instead of your puzzle design - the final design stays a surprise until they recieve their puzzle.
Each CSV upload supports up to 1,000 recipients. Need more? Simply add multiple bulk orders to your cart - you can mix single-address, multi-recipient, and even our standard products in one checkout.
Use [first_name] and [last_name] in your custom note. For example:
"Happy Holidays, [first_name]!"
"Crafted for [first_name] [last_name]"
Each box will be automatically personalized using the names from your CSV.
Upload each design as a separate line item in the same order. Each "row" in your cart is its own puzzle design/size combination. You can have as many different designs as you need in a single checkout - they all contribute to your bulk discount tiers.
Example cart:
Row 1: Design A, 200-piece, 20 recipients
Row 2: Design B, 200-piece, 15 recipients
Row 3: Design C, 500-piece, 30 recipients
Total: 65 puzzles in one order with appropriate discounts applied.
Yes, if Jane Doe appears in CSV #1 and CSV #2 (same address), then we automatically combine them into one shipment. This works even across different puzzle sizes in the same order.
Scenario 1: I want to send 50 puzzles to my office and 100 different puzzles to individual clients
1. Add first design to cart, select "Single Address" → upload CSV with 50 rows (or use quantity selector for non-personalized)
2. Add second design to cart, select "Multi-Recipient" → upload CSV with 100 recipient addresses
3. Checkout once
Result: Your office gets 50 puzzles (single address discount applied to these), 100 clients each get 1 puzzle (multi-recipient discount applied to these), all in one payment.
---
Scenario 2: I need 3 different designs/sizes going to the same 25 people (3 puzzles each)
1. Upload Design A, 200-piece → CSV with the same 25 recipients
2. Upload Design B, 200-piece → CSV with the same 25 recipients
3. Upload Design C, 500-piece → CSV with the same 25 recipients
4. Checkout once
Result: 25 orders, 75 puzzles total (multi-recipient discount applied)
---
Scenario 3: Same design to 20 people, but 3 of them should get a second puzzle as well (for their partners).
Create a CSV with 23 rows total:
- 20 rows: Single recipients (once each)
- 3 recipients: The 3 repeat recipients are listed again
Our system automatically combines duplicates into single shipments with multiple puzzles.
Yes, we can ship puzzles to individual recipients across the US, and this is fully self-serve now. We have all the details on our Bulk orders page.
Yes, but only for 1000+ quantity orders. For standard orders, use our puzzle customizer to replace our logo with yours (a small legal notice mentioning Puzzery remains on the side of the puzzle box; shipping boxes are unbranded). Don't forget to also check out our bulk order options.
We offer free shipping on all US orders and on multi-puzzle orders to Canada, Alaska, and Hawaii. For single puzzle orders to Canada, there is a flat $20 CAD shipping fee (due to the higher shipping costs). There is a $10 USD flat shipping rate on single puzzle orders to Alaska and Hawaii.
Yes, replace our logo with yours using the puzzle customizer (a small legal notice mentioning Puzzery remains on the side of the puzzle box; shipping boxes are unbranded). We only offer fully white-label puzzles for 1000+ quantity orders.
Yes, you can resell our puzzles in your shop, online, or at events. Replace our logo with yours using our customizer (a small Puzzery notice remains on the side; shipping boxes are unbranded).
Not currently. You can replace our main logo with yours in the puzzle customizer (a small legal notice mentioning Puzzery remains on the side of the puzzle box; shipping boxes are unbranded).
While many others require a sign up for wholesale pricing, we've made it available to all automatically based on the number of puzzles in your order. If you want 500 puzzles for yourself, who are we to judge?
Yes. We have bulk order discounts that are automatically applied at checkout based on the quantity of puzzles in the order. Puzzle vouchers are not including in the cart minimums.
Bulk discount by quantity
1: 0%
2: 5%
3: 8%
5: 10%
25: 12%
50: 15%
100: 20%
250: 25%
500: 30%
1000: 40%
We also offer bulk direct-to-recipient shipping - more details can be found on our bulk orders page.
Yes! You'll receive a single delivery confirmation email once all multi-recipient gifts from your order have been delivered. You can also check delivery status anytime by logging into your Puzzery account.
Affiliate
Anyone who wants to join our community is welcome to apply - we are looking for folks who love to puzzle, regardless of following size. Whether you are a part-time puzzler, a blog writer, or a social media all-star, we'd love for you to sign up (it's quick and painless, we promise)!
By joining our affiliate program, you’ll receive:
A custom branded link that you can use
A custom discount code for your followers
Commissions on new customer sales
As you sell more, we'll provide things like free gifts, and more ways to work together. We also occasionally temporaily increase the commision amount for special events - we'll be sure to email when we do!
As long as they visited your link or applied your code in the last 14 days, the sale will be attributes to you, unless a different affiliate referral is applied during that time. We rely on Shopify Collabs software to attribute sales. Commissions are earned for new customers only, and only for our custom jigsaw puzzle product.
We don't allow users to share their affiliate / discount code on discount code sites. Our software (Shopify Collabs) looks for code leaks across popular discount sites, and if your code is found, then your partnership (and payouts) will be put on pause immediately. Your codes should only be shared on your content.
Commissions are earned for new customers only, and only for our custom jigsaw puzzle product. Puzzle vouchers and bulk orders are not eligible.
Yes, you can resell our puzzles in your shop, online, or at events. Replace our logo with yours using our customizer (a small Puzzery notice remains on the side; shipping boxes are unbranded).
Not currently. You can replace our main logo with yours in the puzzle customizer (a small legal notice mentioning Puzzery remains on the side of the puzzle box; shipping boxes are unbranded).
Yes. We have bulk order discounts that are automatically applied at checkout based on the quantity of puzzles in the order. Puzzle vouchers are not including in the cart minimums.
Bulk discount by quantity
1: 0%
2: 5%
3: 8%
5: 10%
25: 12%
50: 15%
100: 20%
250: 25%
500: 30%
1000: 40%
We also offer bulk direct-to-recipient shipping - more details can be found on our bulk orders page.
Yes, but only for 1000+ quantity orders. For standard orders, use our puzzle customizer to replace our logo with yours (a small legal notice mentioning Puzzery remains on the side of the puzzle box; shipping boxes are unbranded). Don't forget to also check out our bulk order options.
Yes, replace our logo with yours using the puzzle customizer (a small legal notice mentioning Puzzery remains on the side of the puzzle box; shipping boxes are unbranded). We only offer fully white-label puzzles for 1000+ quantity orders.
Issues
Yes! You have 60 minutes from the time of order to make changes to your shipping address. You must do this via the edit order link in your confirmation email.
If 60 minutes has passed, then please reach out to us right away and we'll do our best to get this updated; however, we cannot guarentee that the shipping address will be able to be updated at that point.
Yes! You have 60 minutes from time of order to make edits or to cancel your order (for a store credit refund). To do this, you must use the edit order link in your confirmation email (we cannot do this for you).
After the 60 minute window is over, your order cannot be cancelled. If you need to update the shipping address after that point, then please reach out to us right away and we'll do our best to get this updated; however, we cannot guarentee that the shipping address will be able to be updated at that point.
We apologize if your puzzle is delayed. During peak times like the holidays, we receive a high volume of orders, which can extend our processing times. Shipping can also be slower due to customs and processing time spikes.
We recommend ordering early to avoid delays, but we cannot guarentee any specific arrival times. Our team works tirelessly, even on weekends, to fulfill orders. If you haven’t received your package after 21 days, then feel free to contact our team below and we’ll do everything that we can to help. Your patience and understanding are greatly appreciated.
First, I'm sorry that your puzzle arrived damaged. Please reach out to us right away by clicking the 'Get more help' button below, and be sure to attach photos of the damage. Rest assured we've got your back and we'll do our best to make things right.
If you got an email that your package was delivered, but isn't on your doorstep, then we recommend the following:
Look for alternative locations it could have been dropped (lobby, reception, back entrance, etc.)
If your package hasn't be delivered within 48 hours of the email then please reach out to us and we'll work with you and the shipping company to get this sorted out. Rest assured, you're not alone on this!
Our website provider, Shopify, doesn't let us customize some parts of our site so it shows the "default" product image (the dog) instead of your beautiful image. Don't worry, your custom image will still be printed on the puzzle :)
To protect your privacy, we automatically delete uploaded high-resolution image files after 120 days. We do not claim ownership or copyright over your images.
Your puzzle may be made in Canada or the US, but Puzzery’s business is incorporated in Canada (where we started). Some banks label charges as international even when you’re shopping in USD.
We’re working toward clearer domestic processing where possible. If your bank added a fee, ask them whether they’ll waive it - we can’t control bank policies.
Since order cancelling must be done inthe 60-minute order editing window, that means you weren't actually charged. Instead, just the authorization was captured, and when the order was cancelled that authorization was voided. You may see that authorization on your credit card, but it'll go away in a day or two. Rest assured, you won't (and can't) be charged for cancelled orders.
Add-on modifiers discounts are applied while the puzzle is being made, and you have to be logged in to the related account. Login (using the icon near the cart), and then try to creating your puzzles again. If you still don't see the adjusted price, reach out to our support team for help.
First, I am so sorry to hear that. We work really hard to make sure each puzzle we ship is perfect, but mistakes do happen. Please reach out using the contact form below (by clicking the "Get more help" button) and we'll move mountains to help. Rest assured, you're not alone on this!
Our puzzles are often shipped in separate boxes, so occasionally puzzles do get separated and arrive on different days. If all the puzzles haven't been delivered after three days, please reach out and we'll figure out next steps together.
Our welcome discount applies only to orders with more than one puzzle. We do our best to flag this in our pop up and welcome email. We wish that we could offer 10% off on single puzzle orders, but we pretty much break even due to shipping costs and the free shipping that we provide.
Still have questions?
Let's connect
Create a ticket for our support team so we can look into this issue together.
🙇♂️
Thank you!
We've received your message and will get back to you in the next 24 hours.
