Our photographic puzzles are crafted with meticulous attention to detail, transforming your cherished images into engaging, high-quality jigsaw experiences. Although every puzzle is thoroughly inspected before shipment, the nature of custom-printed, die-cut products sometimes leads to unforeseen issues. This policy outlines how we address concerns regarding damaged, incorrect, or incomplete puzzles—ensuring that you receive the fully intact, enjoyable product you ordered.
1. Inspecting Your Puzzle on Arrival
When your puzzle arrives, please take a moment to inspect:
- Outer Packaging: Check for dents, punctures, or watermarks on the shipping box.
- Puzzle Box & Components: Examine the puzzle box for crushing or tears. Open it carefully and ensure the pieces, backing board (if included), and reference poster or guide are present.
- Print Quality: Unwrap the assembled sections (if pre-assembled) or inspect printed faces for color fidelity, clarity, and sharpness in key areas of your image.
If any issue is evident—bent corners, missing pieces, or blurred printing—document it with clear photographs that show both the damage and packaging. These images help us understand what occurred in transit or production.
2. Damaged or Missing Pieces
In the rare case that pieces arrive damaged, bent, or missing, please contact our support team with:
- Order Number
- Brief Description of the Issue
- Photographic Evidence
Once we receive these details, we will:
- Replace Individual Pieces: For a small number of faulty or missing pieces, replacement cutouts will be shipped securely to complete your puzzle.
- Send a Replacement Puzzle: If damage is extensive—affecting box integrity, large clusters of pieces, or the printed image itself—we will dispatch a brand-new puzzle set in identical specifications.
No need to return the original damaged pieces unless specifically requested; simply retain them in the original packaging for final carrier inspection, if required.
3. Incorrect Images or Customization Errors
Your uploaded photograph is reproduced exactly as submitted, so any errors in cropping, orientation, or image resolution must be addressed at once. If you discover:
- Wrong Orientation: The image is rotated or mirrored.
- Cropping Issues: Parts of the photo are unexpectedly excluded.
- Resolution Problems: Blurry or pixelated areas not present in your source file.
Please notify us with both the original file you uploaded and a photograph of the printed puzzle. We will review the discrepancy and offer:
- Free Reprint: A new puzzle printed with corrected specifications.
- Alternative Solutions: Guidance on editing your image for improved results or selecting a different puzzle format better suited to your photograph’s dimensions.
4. Aesthetic Concerns & Color Variations
All puzzles are printed using industry-standard color management and high-resolution printers, yet slight variations can occur between on-screen images and printed output. If you feel that:
- The overall color tone is significantly different from your digital preview.
- Important details such as skin tones or landscape hues are noticeably off.
Send a photo of the assembled puzzle in good lighting alongside a screenshot of your original image. We will evaluate:
- Color Profiling Adjustments: Offering a reprint with updated print-profile settings.
- Format Recommendations: Suggesting different paper finishes or coatings that better align with your photo’s color palette.
5. Exchanges for Different Formats
Perhaps you wish to change from a 500-piece traditional cut to a smaller 100-piece format, or upgrade to our wooden-piece option. To request an exchange:
- Provide your order reference and the new format you prefer.
- Confirm that your original puzzle is in reusable condition (pieces intact, packaging salvageable).
If the new format is priced higher, you can pay the difference. If it’s lower, you will receive store credit for future use. We handle all shipping arrangements, supplying pre-paid labels when necessary to facilitate the swap.
6. Cancellations & Pre-Production Changes
Custom-printed puzzles begin production shortly after your order is placed. Because of this:
- Order Cancellations: Must be requested promptly. If production has not yet started, we can cancel and issue a full refund.
- Production-Stage Updates: If you wish to submit a different image or adjust dimensions, notify us immediately. Changes are accommodated when possible, with any price adjustments applied.
7. Returns & Store Credit
We do not maintain a standard “return window,” given the bespoke nature of our puzzles. Instead:
- Return Eligibility: Determined case by case based on the issue’s nature and production timeline.
- Store Credit: Generally provided for returns of undamaged puzzles, allowing you to apply the value toward any future purchase—be it another photo puzzle, a frame, or puzzle accessories.
Refunds to the original payment method may incur restocking and production fees; our team will explain any such deductions transparently if a refund is requested.
8. Shipping Damage & Replacements
Transport across distances can occasionally result in unforeseen mishaps. Should your puzzle:
- Arrive late, delayed, or lost according to carrier tracking.
- Show shipping damage even though external packaging appears intact.
Notify us with your tracking number. We’ll collaborate with the carrier to locate your package or expedite a replacement. For damaged shipments, we will reinforce packaging in future shipments to minimize recurrence.
9. Quality Assurance & Continuous Improvement
Every concern you report helps us enhance our processes. After resolving your case, you may receive an invitation to:
- Provide Feedback: On packaging strength, printing accuracy, or piece quality.
- Participate in Surveys: To guide future product development—image-coating options, die-cut styles, and gift packaging refinements.
We review all feedback and update our quality checkpoints regularly, aiming to reduce potential issues and elevate your satisfaction.
10. How to Contact Support
For any of the above scenarios, reach out via email or live chat with:
- Your Order Number
- Specific Description of the Issue
- Photographic or File Attachments (when relevant)
A dedicated representative will respond swiftly with next steps—whether arranging replacements, coordinating exchanges, or guiding you through file resubmissions.
By offering flexible resolutions, attentive support, and a commitment to print excellence, we strive to ensure that every custom photo puzzle you receive becomes an enduring, delightful centerpiece of your home or a cherished gift for someone special. Despite the complexities of personalized production and long-distance shipping, our goal remains simple: deliver your memories in puzzle form—intact, vivid, and ready to enjoy.