Q: The puzzle I want says it's SOLD OUT, when will it be back in stock?
A: If it's a popular puzzle, we'll have it back in stock in 2-4 weeks. If it's "long-tail", or hard-to-make, it could be many months. You can sign up to get an email when it comes back in stock (just go to the puzzle's page). If you really badly want a particular puzzle back in stock soon or need it by a particular date, email us at firstname.lastname@example.org and we'll try to meet your needs.
Q: How do I contact you guys?
A: Email us at email@example.com. Our median response time is 4 hours during California daylight.
Q: How much is shipping?
A: Free shipping on orders over $35, which should arrive within 5-8 days.
"2-day" shipping $9.05 (for all puzzles in order)
"1-day" shipping $17 (for all puzzles in order)
Note actual number of days to ship may be more than 1 or 2 days even if you pay for it due to bad weather and other factors UPS can't control.
Q: Some, but not all, of my puzzles arrived, should I be worried?
A: Puzzles often ship from different warehouses, so the puzzles in one order may arrive in different boxes, on different days. But if you're feeling worried, email us at firstname.lastname@example.org and we'll look into things for you and try to get you tracking information for your other packages.
Q: Why do your puzzles arrive in an Amazon box?
A: To keep prices low and offer you the best service, we've hired Amazon to fulfill our orders: when you buy a puzzle from our website, the order goes directly to an Amazon warehouse, they pull our puzzles off their shelves and ship them to you. This helps us ship you puzzles faster, and you get Amazon's low shipping rates, including free shipping on orders of $35 and more! You can also order our puzzles through Amazon's website, but we make less money if you do that, so we'd appreciate it if you order our puzzles through our website. :-)
Q: Do you ship to places not in the USA?
A: Yes, but we can't process international orders through this website. Instead, you have to email us at email@example.com with which puzzles you want sent where, and we will reply with a confirmation, at which point we will accept a paypal payment (we only accept paypal for international orders).
Orders usually take a week to ship and 1-3 weeks to get to you (depending on your customs agents!). There may be additional customs fees added by your country.
Also, we have to charge you exorbitant shipping costs because it's so dang expensive to ship internationally:
Canada: $50 an order, + $20 each puzzle after 3 puzzles
Western Europe or Russia: $60 an order, + $20 each puzzle after 2 puzzles
Australia or Asia: $100 an order, + $20 each puzzle beyond the first.
We reserve the right not to accept any international order.
Q: What ages do you recommend your puzzles for?
A: We recommend our puzzles for adults and teens and for putting together as a family with kids. We do have a couple puzzles labelled "Big Pieces" designed for kids 4-7. Be warned that puzzle pieces are a choking hazard for small children. Also, some of our puzzles have some sharp points. Some of our puzzle images have themes (like skeletons) that some adults may not feel are appropriate for kids - please use your own judgment regarding each image and child.
Q: We're missing a piece from one of your puzzles - can you help?
A: Yes! Email us (at firstname.lastname@example.org) a digital camera photo of the completed puzzle so we can see which piece is missing (if you have a fancy cell phone you should be able to take a photo with your cell phone and email it directly from your camera). We'll try to re-create the piece for you as best we can, and send it to you free of charge.
Q: Can I cancel my order?
A: If your order isn't already being processed, then yes, you can cancel your order. You'll have to e-mail us that you want your order canceled (include the order number for us) and we'll cancel it if we can and give you a full refund. It may take us a while to get back to you as we have to confirm with Amazon that we've successfully canceled the order. Unfortunately, we may not always be able to cancel the order because of how quickly Amazon processes them.
Q: Can you guys gift-wrap for me? Can I include a gift message?
A: Unfortunately, we cannot add gift messages or gift wrap. To get this, buy our puzzles on amazon.com and look for gift options.
Q: Where are your puzzles made?
A: All our puzzles are made in Menlo Park, California (in Silicon Valley, that is, about 30 minutes south of San Francisco if the traffic is light, which it never is). Before October 2013, all our puzzles were made in Washington.
Q: What kind of wood do you use?
Like 99% of wooden jigsaw puzzle makers, we use plywood. We use a formaldehyde-free maple plywood (USA, FSC-certified). (Technical notes: "formaldehyde-free plywood means there is no formaldehyde in the glue, and is a new technology that you won't find in a normal hardwood store; however, the wood itself has a small amount of naturally-occuring formaldehyde in it that no one knows how to remove.)
Q: What's a "whimsy piece"?
A: Pieces that are specially shaped are called whimsy pieces. Many of our puzzles contain "figurative whimsy pieces" that are recognizable as something; for example, the Tyukanov Moon Puzzle has pieces shaped like a Boeing 747, an astronaut, a kite, a waterplane, a hawk, etc. Some of our puzzles instead only have special decorative pieces, like Renoir Oarsmen or the Dennis Brady. We also offer extra-hard puzzles without any whimsy or special pieces, and where the connectors are the same so that you really have to pay attention to the image such as our Hokusai Dragon, Bundi Miniature, Deccan Miniature, and Ong Khan puzzles.
Q: Do you do custom puzzles?
A: Only if you're interested in ordering at least 250 puzzles. Email email@example.com for pricing. If you are a museum/gallery/artist interested in working with us to design a puzzle using a particular art piece or artist, feel free to pitch us your idea at firstname.lastname@example.org.