Q: When will you have more puzzles in-stock?
A: We're getting more puzzles in-stock every day! Sign up to be notified for any particular puzzles you want. They may sell out fast, so if you get an email, try to buy it in the next couple days.
Q: What are your shipping policies?
Q: Do you ship to places not in the USA?
A: As stated above, we only ship to a small number of additional countries. If you're not in one of the specified countries 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.
One reputable customer-friendly choice to use is:
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).
Do also note that if you order multiple puzzles at once, they will often ship in multiple packages, so they might not all arrive at the PFS at the exact same time, and right now our automated notifications with the tracking information usually only send information for a single shipment so you may want to email us for clarification if this may be the case.
Q: What is the difference between the Ecru Puzzles and the standard Artifact Puzzles?
A: Here is a blog post where we explain the differences.
Q: How do I contact you guys?
A: Email us at email@example.com. Our median response time is 2-4 hours during California daylight. For a faster answer - check if your question is covered in this FAQ.
Q: Do you guys sell gift cards?
A: Yes! You can buy digital gift cards in any amount $10 and up: click here. Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees, and have no expiration date.
Q: The puzzle I want says it's SOLD OUT, when will it be back in stock?
A: If a puzzle says SOLD OUT, it will be back in-stock eventually, but it could be many moons.
Sign up to get an email when the puzzle you want comes back in stock (just go to the puzzle's page and a pop-up window should take your email address). We prioritize making puzzles a lot of people have signed-up for, so signing-up matters!
Some puzzles marked "sold out" are actually still in the design-phase, the way to tell is look if it's on our Coming Soon page, if yes, it could be many months before we actually get it in stock.
If you really badly want a particular puzzle back in stock soon or need it by a particular date, please email us at firstname.lastname@example.org and we'll see what we can do.
Q: I found a coupon code on some other site that says it will give me 20% (or 30%) off your site, but it doesn't seem to work. Am I doing it wrong?
A: No, there are no working/legitimate coupon codes to get any discount off our puzzles. Sometimes coupon sites make things up in order to entice you. We occasionally offer a sale on select puzzles, but that will be marked directly on our site, and you won't have to do anything to get sale prices (no coupon codes).
Q: Can you guys gift-wrap for me? Can I include a gift message?
A: We've just (at the start of 2021) added a gift wrap option, which you can find here. Unfortunately, we are not offering gift messages at this time.
Q: We're missing a piece or a piece is broken - 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 at any US address. First replacement pieces are always free, no questions asked (we reserve the right to charge for repeated replacements). Usually takes 5-14 days to get to you, and usually you can't tell it's a replacement piece unless you look really close.
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: Yes if your order isn't already shipped-out. Email us at firstname.lastname@example.org, please give us the order number! If your order is already shipped-out, you can still return un-opened puzzles (see below).
Q: Can I change the shipping address on an order I already placed?
A: Yes if your order isn't already shipped-out. Email us at email@example.com.
Q: Can I return my order?
A: We are happy to accept returns of un-opened puzzles, at any point in time. Email us to let us know, and we'll give you the address to ship it back. (We can't pay for shipping unless we made some kind of error, but we'll refund or replace the full puzzle.) Email us for the correct address and to let us know it's coming at firstname.lastname@example.org
If you need to return a puzzle you've already opened, contact us and we'll figure out how we can help on a case-by-case basis.
Q: Why do your puzzles arrive in an Amazon box?
A: Before Dec 16, 2020, we hired Amazon to fulfill our orders: when you bought a puzzle from our website, our software redirected your order to an Amazon warehouse, and they pulled our puzzles off their shelves and ship them to you. Since Dec 16, 2020, we are fulfilling our own orders, and they arrive in blank boxes.
Q: Some, but not all, of my puzzles arrived, should I be worried?
A: Unless your order is very large, your puzzles should all arrive together. If you've received some but not all your puzzles there's a chance we made a mistake - please email us at email@example.com with your order number and the situation and we'll figure out what happened.
Q: What ages do you recommend your puzzles for?
A: We recommend our puzzles for adults and teens 14 years and older. Some younger kids may be great at puzzles and will also enjoy them, but be warned that puzzle pieces are a choking hazard. And keep puzzle pieces away from dogs who enjoy chewing on them! Also, some of our puzzles have some sharp points.
Some of our puzzle images have skeletons, cartoon violence, cartoon nudity or fine art nudity that some adults may not feel are appropriate all ages - please use your own judgment regarding each image, child, and their parents.
Q: Where are your puzzles made?
A: All our puzzles are made in Fremont, California (which is part of "Silicon Valley", which is about 45 minutes southeast of San Francisco if the traffic is light, which it never is). From 2013-2019, our puzzles were made in Menlo Park, California (also in "Silicon Valley"). Before October 2013, all our puzzles were made in Seattle, Washington.
Q: What kind of wood do you use?
A: Like most wooden jigsaw puzzle makers, we use plywood. Our plywood is 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: How thick is the wood you use?
A: We use American 1/4" plywood. Note American plywood is described as 1/4" thick but it is really more like 7/32" thick, it's a wood industry quirk.
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: What are Mystery Puzzles? Can I buy them with the label on the box?
A: Our Mystery Puzzles are meant to provide an extra fun challenge by not telling you what the image is. You can read all about them on our Mystery Puzzles page.
Q: Would you make a custom puzzle for me?
A: Generally we don't do custom puzzles. Only if you're interested in ordering at least 250 puzzles. Email firstname.lastname@example.org 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 email@example.com.