Covid-19 Latest Update posted on February 2022:
Dear Online Shoppers:
We are mainly a wholesaler, so we always appreciate when you shop with our retailers first and support their business. Click to Find A Store in your area or find one online - we are continually fulfilling their orders and they will be getting more stock. We rarely offer free shipping so as not to "compete" with our retailers - shipping ranges from $8.95 to $20.95 (in most cases it will be $8.95 - $9.95). Shipping was quite delayed during January and early February, but it's on track again. Usually products leave the warehouse within a day or two, but carriers are experiencing delivery issues due to weather in some areas. We cannot guarantee that the puzzle you purchase is in stock. In rare cases, stock runs out before your purchase is in the system and stock is updated. But we do our best to make sure you get what you want!
Dear Customers with Puzzle Issues:
Thank you for your continued patience! We are going to take care of everyone in the order of emails received, combined with which puzzles are in stock. The shipping time could be immediately following your submission or it could take 4 to 8 weeks - it's all stock dependent - and once we do ship it, it will be up to the overwhelmed couriers to be able to deliver.
Fill out our Step 1 form with your puzzle information. You will receive an auto-reply. Please keep the email copy that you receive as it will include a ticket number that our customer care team can use to reference your claim should you have any questions.
-- Click Here for the Replacement Form. --
We are known for great customer service, no twisting our arms or bullying necessary. Please understand that we reserve the right to refuse service to anyone who mistreats our employees, uses foul language, or is generally rude. We're all doing our best so please be kind. We apologize for the quality issue, and we want to take care of you. Thank you & stay safe!
We do not know what is going on, but in 2022, we have seen a high volume of what we call "Lost and Found" emails. It's where a claim for a missing piece is submitted, but then a week later we get a message to cancel the order because the piece(s) showed themselves. As a gentle reminder, please do check around your home for a missing piece, they often turn up – even in homes with no kids, no pets, and hardwood floors - also, check the plastic bag that the pieces came in, they don't always all spill out! As well, replacement bags are a courtesy and we reserve the right to limit the fulfillment of replacement requests or require a store receipt. Last note, all reputable puzzle companies offer some kind of replacement program, so please confirm that you see our logo on the box and contact the right company as we cannot forward your request for you.
You can also visit our Frequently Asked Questions (FAQs). Your answer may be there!
Thank you for understanding that the health and well-being of our associates, customers, staff and communities continues to be a top priority. Stay safe.