How long does shipping take?
Our puzzles are handmade and take 2-5 days to produce, with shipping times ranging from 7-21 days. If you’re short on time, then consider sending a digital gift card (this also allows the recipient to choose / design their own puzzle)!
Where can I track my package?
Track your package’s progress on our tracking page. Our puzzles are handmade and take 2-5 business days to produce, with an average shipping time of 7-21 days. If you haven’t received your package after 30 days, then feel free to contact our team below and we’ll do everything that we can to help.
Free global shipping? Really? 😍
Yes, it’s true! 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 global shipping on all orders, and we even offset all the carbon emissions created from shipping.
Can you expedite my order for me?
Our puzzles are lovingly handmade and take time to create, so we are unable to expedite orders. If you’re short on time, then consider sending a digital gift card (this also allows the recipient to choose / design their own puzzle)!
Can I change the shipping address?
Send us a message ASAP by clicking the 'Get more help' button below - we'll do our best to get the address changed before it heads out the door!
Digital gift cards
Can I schedule my gift card delivery?
Absolutely. You can send your digital gift card to that someone special today, or you can schedule it to arrive on a specific date. Set it, and forget it!
Can I send my gift card with a note?
You can choose a custom digital card, add a personal note, and schedule delivery for a specific date or send it immediately. We’ve ensured that receiving our gift cards is a top-notch experience, as many folks send gift cards so the recipient can design their own puzzle.
What's my gift card balance?
You can check your gift card balance on this page.
How do I use store credit?
Your store credit can be redeemed by inserting the code in the 'Gift card or discount code' field at checkout (found below the order summary).
What's the minimum image size?
We typically suggest a minimum of 1000px width for our images, but there is no minimum size. If you have a small image, then using an online image upscaler may help. Need help? Reach out and we'd be happy to support.
Where are your puzzles made?
Our puzzles were originally made at our kitchen table in Port Coquitlam, Canada. As we grew, we explored manufacturing spaces in Canada, the US, Ireland, and China. We chose a small space in China due to prohibitive shipping costs from other locations, which would have doubled the price of each puzzle. Our production process remains the same.
What are your puzzles made of?
We care about the planet and strive for sustainability and durability in our puzzles. After testing 16 different versions, we chose to make our puzzles from wood, which has the smallest environmental impact. Every puzzle purchased plants trees to offset materials and emissions. Learn more about our commitment to the environment here.
Are the shapes of pieces randomized?
The puzzle piece shapes are not randomized, but we are planning to add this as an option in the future.
What images can I use on my puzzle?
It’s important to only use images that you have the rights to. This means that copyrighted images, logos, and characters are not allowed. We take this very seriously and will cancel your order if it is flagged for using unauthorized images. Please be mindful of this when choosing your puzzle image.
Sending as a gift
Can you send mine without a receipt?
Absolutely. Since our puzzles are often given as gifts, our packing slips don't show any prices on them.
What if I don't know the recipient's address?
If you don't have (and don't want to ask them for) their address, then we recommend sending one of our digital gift cards - you can choose when it is delivered ahead of time, and allows you to include a personalized card.
Can I include a custom message / note for the recipient?
Yes, you can! After completing your purchase, you can add a custom note for the recipient on the order status page, which you can access from the link in your order confirmation email. Once we receive notification of the package’s delivery, your custom message will be sent to the recipient via email (and we’ll also let you know that the package has arrived)!
How are puzzles packaged?
Our puzzles are carefully packaged to ensure they arrive in perfect condition. We partially assemble the puzzle into 6-8 completed sections and place them in a mesh bag. This helps to maximize the durability of the puzzle box during transit and prevent it from being crushed.
Who can be an 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 apply to our program (it's quick and painless, we promise)!
What are the benefits?
By joining our affiliate program, you’ll receive custom branded links and discounts to share with your audience. You’ll earn commissions on all sales made through your links, and you can easily track your sales and automatic payouts from the dashboard. It’s a simple and rewarding way to collaborate! Sign up here.
Can we partner up for a custom puzzle collection?
We are always looking for new partnerships. Click the 'Get more help' button below and send us a message - we'd love to connect!
Returns and refunds
What's your return and exchange policy?
We offer a 60-day return policy on all our puzzles. That means if you don't like the puzzle that you received, then you will be able to return it for a full store credit refund. Refunds are offered when there is a manufacturing defect in the puzzle. Either way, we've got your back and will do everything that we can to make it right.
My package was lost in transit / stolen!
Please contact us by clicking the 'Get more help' button below and fill out the form with all the details - we'll do our best to help however we can.
My puzzle box was damaged while being shipped!
We understand how frustrating it can be to receive a damaged package. Unfortunately, we have no control over how shipping providers handle their packages. If your puzzle box was majorly damaged, please contact us and we’ll do our best to help.
What is 'Certified Shipping Protection'?
Certified Shipping Protection is an optional add-on that you can purchase to protect your order against loss or theft during shipping. While these events are beyond our control, we offer this service to give you peace of mind and ensure that you’re covered no matter what. Please note that shipping protection cannot be added at a later date.
Can I edit / cancel my order?
You have a three-hour window from the time of purchase to cancel your order. After that, our team may have already started preparing your puzzle print. If you need to make any changes to your order, such as updating your address, please contact us as soon as possible and we’ll do our best to help.
Still have questions?
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