Return & Refund Policy
Return & Refund Information
We understand that creating a custom puzzle is a very personal project and want you to have the best outcome with our puzzles. To support you on your journey to the perfect custom puzzle, we encourage you to reach out through customer service who can help guide you toward the best custom puzzle for your needs prior to ordering.
Further, we offer information on our product pages regarding image sizes in a very easy-to-understand graph designed to help you in the photo selection and resolution selection process. We also have suggestions for piece count selection on our blog.
We offer items that are handmade, such as our Blank White Puzzles for special events. Each puzzle is made at the time of order. We cannot re-shelve these puzzles and do not accept returns. Once the puzzle leaves our facility it is rendered as a used item and will not be accepted for return or exchange. Please be sure to review all information prior to ordering.
If you wish to make a return of any non-customized item, please email us within 7 days of delivery. Please provide the order number, the name associated with your order, the product(s) you would like to return, and a photo of your completed puzzle - if applicable, along with the reason for your return. We will follow up by email with the next steps in processing your return. Note: Any delay in communication from customer service will not impact the return deadline.
If accepted, our refunds are processed within 2-3 business days of receiving your return. Additionally, it can take an additional 1-2 business days for your account to reflect the credit. Refunds can only be refunded to the original form of payment or via shop credit. Please note that we cannot process exchanges, or provide shipping labels or shipping reimbursements.
Please leave a message on the attached contact form and we will promptly get back to you!