Q: Some, but not all, of my puzzles arrived, should I be worried?
A: No. Puzzles often ship from different warehouses, so the puzzles from one order may arrive in multiple boxes, on different days. But if you're feeling worried, email us at firstname.lastname@example.org and we'll look into the tracking information for your other packages.
Q: The puzzle I want says it's SOLD OUT, when will it be back in stock?
A: Most puzzles marked "sold out" are actually still in the design-phase, that is, really they are coming soon, if the puzzle you want is on the coming soon page, it could be many months before we actually get it in stock.
But if the puzzle you want is not on that page, it's a puzzle we already make, and it should be back in stock in 2-4 weeks if it's a popular puzzle.
If it's "long-tail", or hard-to-make puzzle, it could be many months.
Whichever the case, you can sign up to get an email when it comes back in stock (just go to the puzzle's page and a pop-up window should take your email address).
If you really badly want a particular puzzle back in stock soon or need it by a particular date, please email us at email@example.com and we'll try to meet your needs.
Q: How do I contact you guys?
A: Email us at firstname.lastname@example.org. Our median response time is 2-4 hours during California daylight. For a faster answer - check if your question is covered below!
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: Do you ship to places not in the USA?
A: For many countries, you can buy our puzzles on amazon.com - try searching for us there and see if your country is eligible. (Check the table on this page if you're not sure if you are eligible.) We have just started using this service (we are still getting it working; hopefully it will be available in October 2017) so let us know if any issues arise!
Alternatively, we recommend to get our puzzles shipped outside the US by using a Parcel Forwarding Service (PFS).
A PFS gives you a "virtual" US address (which is their warehouse), so you can shop as if you are in the US.
You order your stuff from US websites to the PFS, then the PFS forwards all your stuff to you in whatever country you are in.
Two reputable customer-friendly choices to use are:
But, please note that international shipping and customs is simply fraught with problems, so expect a ~10% chance of some sort of problem with any international purchase (like customs opened up your puzzle, or there's a weird delay, or it just never arrives).
(Before March 2017, we did accept international orders by email. But we realized both you and us are better off if you use a Parcel Forwarding Service or through Amazon, so we no longer directly ship outside the US.)
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 7 yrs old and up. Some younger kids are great at puzzles and will also enjoy them, but be warned that puzzle pieces are a choking hazard for very small children. Also, some of our puzzles have some sharp points. Some of our puzzle images have themes (like skeletons, cartoon violence, and cartoon or fine-art nudity) that some adults may not feel are appropriate for kids - please use your own judgment regarding each image and child.
Q: We're missing/broke a piece from one of your puzzles - can you help?
A: Yes! Email us (at email@example.com) 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 to any US address.
If you are an international customer, we unfortunately will have to charge for our shipping costs in order to send you a replacement piece.
Q: Can I cancel my order?
A: If your order isn't already being processed, then yes, we 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. If your order isn't cancelled, you can return un-opened puzzles (see below).
Q: Can I return my order?
A: We are happy to accept returns of un-opened puzzles, at any point in time. Often easiest to just ship them back to us in California directly. Email us for the correct address and to let us know it's coming at firstname.lastname@example.org
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 add gift messages or gift wrap, buy our puzzles on amazon.com and look for gift options.
All puzzles ordered from this website will come without a receipt in the box, so you get that "giftiness" without having to click any extra buttons.
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: Where are your puzzles made?
A: All our puzzles are made in Menlo Park, California (in Silicon Valley, which 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, just south of Seattle.
Q: What kind of wood do you use?
A: 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.
Q: Can I change the shipping address on an order I already placed?
A: Since all of our order are shipped out by Amazon, once they are placed we are unable to change the shipping address. If your order isn't already processed, the best way to handle this would be to cancel your order and then you can place your order again with the correct shipping address. For assistance please email us at email@example.com and we will do our best to get this taken care of for you.