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 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.
*Due to the personalized nature of our business and our products, we do not accept returns on any of our Puzzle items are Final Sale. Simply stated, we cannot resell your family photographs. Please be sure to adhere to the requirements of photo uploads and email us prior to ordering.
We are delighted to offer our products around the world and we want to make sure you are making the best selection for your jigsaw puzzle needs. Since return shipping overseas can be significant, please reach out to one of our team members for advice before making your order. We will happily accept your return within the International returns 30-day return period for items that are not custom in nature, but will not provide shipping labels or reimbursements for shipping costs. Custom items are non-refundable.
We do not provide return shipping labels or reimbursement for shipping fees incurred to return the product. For more information, please see our return policy above, or email us for further assistance.