Home > Website Closed > FAQs
Consumer FAQs for Cobble Hill Puzzle Co

Puzzle Issues

1. Do you have a contact form?See more.

A. Yes! We have a few depending on what you need to contact us for. If you have general questoins, please use our General Inquiries form by CLICKING HERE. This form is ideal for general questions, testimonies, or inquiries. If you have a missing puzzle piece or a defective puzzle, pre-Covid-19, we would ask you to fill out our Puzzle Issues form by CLICKING HERE. However, that is closed for the time being as we're unable to rapidly service replacement puzzles due to low supply and staff. Please watch our Covid-19 page for updates on when we will open our form again, which can be found by CLICKING HERE. If you are inquiring about becoming a distributor or retailer, then please CLICK HERE.

Hide this content.

2. Can you replace a missing or damaged piece?See more.

A. First, we're very sorry if the puzzle piece(s) was/were lost or damaged at our factory! While we can send a replacement bag, if the puzzle is in stock, we cannot send you just the missing piece, nor we can guarantee that the new bag will have the same shaped pieces. We use many unique die cutters, so it's likely that a new bag of the same image may have been cut with a different die. During this Covid-19 pandemic, we are unable to efficiently process replacement orders. We apologize that our great reputation for customer service will be lacking during this time. To see how or when you can get a new replacement, please follow our Covid-19 page for updates. As soon as we're able, we will open up our Contact Us (Puzzle Issues) form to the public. We recommend having a look at that form for more details on what you'll need to prepare to submit your form to us. Thank you for your extended patience!SEE COVID-19 UPDATES.

Hide this content.

3. What is a UPC code?See more.

A. UPC code is a 12 digit number that helps us identify the product. You can find it on the side of your box and it starts with "6-25012". It has black stripes and it is required to replace a missing pieces or defective puzzle.

Hide this content.

4. Why don't you offer a new image to replace puzzles with a missing piece(s)?See more.

A. This is a sensitive subject. The short of it is, we hope you agree with us that it's fair to make your original puzzle whole so you can either put it back in the box and enjoy it again, share/sell/trade it, or donate it without a missing piece. It's a pretty standard program across the puzzle industry. The long of it is, we often see these missing puzzle pieces turn up in the person's home who originally told us there is no way they lost the piece. Nobody will blame the customer. But we quietly watch puzzle pieces show up all the time and thank you when you write us to cancel your replacement order because the piece(s) was/were found. If we replaced with new images, there's no incentive for people to inform us that they found their piece or sadly, we'd likely see an increase in "missing" piece claims. We know there are a lot of good honest folks out there, but we all love free stuff. We're not a BIG company who can afford the loss, but we're happy to invest in honest claims. We have made exceptions for puzzles that were discontinued within a reasonable number of years and that had a defect/damage. When it's clearly a manufacturing issue, our team does what it can where it's warranted and we apologize if our solution is upsetting. We do hope that you were entertained during the time you spent enjoying the puzzle. Your support is important to us and we appreciate having you as a customer.

Please CLICK HERE to visit our WooHoo Wall with messages from happy puzzlers who lost their piece, then found it. We can't post them all, so we just picked a few different scenarios that highlight what we most often hear. We left out some funnier cat and dog ones, but for another time...

Hide this content.

5. Why hasn't someone answered my email?See more.

A. Pre-Covid-19, nobody would ever ask us this question unless something slipped through the cracks. Our team is always quick to respond and we're known for excellent customer service. However, during Covid-19, we apologize if you haven't received a personal response from us at this time. Every email that gets sent to us includes an auto-reply with a link to our Covid-19 update page. We hope that you can understand that the heavily increased influx of emails is incredibly high to the relative number of staff members we have to service you, so it is taking weeks to reply as opposed to our normal response within hours. If we reach out to you with an answer that requires information, we really need for you to provide all the information requested, else it slows us down and we have to skip your response for the moment to keep moving. As soon as we get to a new stable normal, we will respond to any unanswered questions, this includes phone messages. Your cooperation and patience is appreciated. Thank you!

Hide this content.

Puzzle Questions

1. What's the difference in puzzle box size/design and poster/no poster?See more.

A. No matter what size puzzle box you purchase, the quality should be the same if it's a Cobble Hill branded puzzle. We produce puzzles on special request for certain retailers. Some retailers like smaller, square boxes as it takes up less shelf space (we call these square boxes "Modular" puzzles). At this time, the Modular puzzles do not include reference posters. Our standard puzzle boxes are rectangular in shape (26.625" x 19.25") and the majority include a reference poster. If having a poster is important, please be sure to look for "Poster Included" below our logo on the front of the box. If you do not see that, then the puzzle does not have a poster. Also, you'll often find our puzzles at Hobby Lobby with a beige border, these do not include posters. Any puzzle box design with a light beige frame pre-dates our new design from 2018, which is when we stated including posters.

Hide this content.

2. What do the puzzle pieces look like?See more.

A. The Family Pieces 350 have small, medium and large pieces so puzzlers of all skill levels can collaborate on the puzzle. The Easy Handling 275 puzzles have the largest size pieces, averaging between 1.5" to 4" and are an excellent choice for someone with impaired vision or declining motor function. The 500 piece puzzles have fairly large size pieces, slightly bigger than a quarter. The 1000 piece puzzles are more similar to a nickel. To see a comparison of the actual piece sizes, please CLICK HERE.

Hide this content.

3. Are the puzzle piece counts exact or an approximation?See more.

A. The piece count on the box is an approximation, not an accurate count of the pieces. Our puzzle dies are handmade and although we give instructions to create a 1000 or 500 piece template, the die maker does his best to come as close as possible to the piece count. However, on occasion, we could have 1007 pieces or 991 pieces in a "1000 piece" puzzle and it will be a complete puzzle in either case. This applies to all the piece counts..

Hide this content.

Where to Buy

1. Where can I buy Cobble Hill puzzles locally?See more.

A. We love that you want to buy local! To find a local retailer, please use our Find A Store link by CLICKING HERE. We do not sell puzzles directly from our Victoria, BC or Brampton, ON locations. If you can't find a local store, then please try one of our North American Online Retailers or International Online Retailers.

Hide this content.

2. Can I get a factory tour?See more.

A. We get asked this question a lot! Unfortunately, people visiting beautiful Victoria, BC would only be visiting our uneventful sales and administration office. Due to safety concerns, we don't do public tours of our warehouse either. We've very sorry, but thanks for asking!

Hide this content.

3. Can I have a catalogue mailed to me?See more.

A. We can send a flyer with a limited selection of our puzzles. However, we do not have a catalogue of all our puzzles that we send to consumers. We are mainly a wholesaler, so our catalogues are designed for mailing to retailers. However, if you would like, you can download an online copy of our catalogue by CLICKING HERE.

Hide this content.

4. Is your website open to shop? There's no add to cart button.See more.

A. We are so sorry, but our online store has been closed since late March 2020. As we are mainly a wholesaler, we have prioritized shipping what stock we have to our retailers to help keep them in business. Our puzzle supply is very low and due to decreased labour, manufacturing has been very slow. Unfortunately, low and slow is the status for our company during Covid-19 and we apologize for the inconvenience. We know it's hard to get the puzzle that you want right now, so we thank you for your extended patience. Wishing you good health and hopefully we can open in a few months!

Hide this content.

5. Do you sell frames for the puzzles?See more.

A. We are so sorry, but we do not sell frames. We have no affiliation with puzzle frame stores, but we have seen customers use Frame It Easy who offer custom frames. You can visit their USA website by CLICKING HERE.

Hide this content.

Custom Puzzles & Artist Inquiries

1. How can I suggest an image that I'd like to see as a puzzle?See more.

A. You can use our Contact Us (General Inquiries) form. Thank you for sharing your suggestions with us! Go to the form by CLICKING HERE.

Hide this content.

2. How can I submit my photos / artwork for consideration?See more.

A. A. Thank you for thinking of us! You are welcome to send an email to Allegra, our Creative Director, with small images of your work. Or better yet, a link to your portfolio. At this time we only license artwork, so please no photography. However, due to the volume of emails she receives, she will only reply to those of interest for our line. And during this Covid-19 pandemic, consideration for new artists is on hold at this time.

Please bear the following in mind:

Size matters. Puzzles are big! If your fabulous work of art was created at greeting-card size, it will not look so good at 26.625" x 19.25" (the size of our 1000 piece puzzles). You will need to be able to provide a print ready file that is 300 pixels per inch.

A great puzzle. Great paintings do not necessarily make great puzzles. For instance, I love the work of Edward Hopper, but I cannot think of one of his images that I would want to do as a puzzle. Below is a rough guideline of a successful puzzle - of course, there are exceptions to every rule!

GOOD

  • Busy composition.
  • Colourful. Different areas in different colours is how most puzzlers sort their pieces.
  • Focal point. Easily identified subject.

NOT SO GOOD

  • There shouldn't be big boring areas. A vast expanse of water or sky or road should have something breaking up the monotony.
  • Too monochromatic. Too dark.
  • There is an optimal range for the size of the subject in relation to the total image. For instance on a dog puzzle, a head shot of a dog becomes a portrait of an individual animal and can lack universal appeal. Conversely, if the dog is a small silhouette in a forest, then it is a landscape scene without a main subject.

Do some research. There are many, many companies. And every one has a different range of images aimed at different kinds of retailers. Take a look at different catalogues to see if your work would make a good fit.

Please have patience. I am one person with a lot to do. And I receive many submissions daily.

Private label puzzles. If you are not looking for us to license your work, but to commission a private label printing, or you are an artist looking to have puzzles made that you will sell yourself: please contact www.puzzles-plus.com. We only do print runs over 3,000 copies. Puzzles-Plus does runs of 500.

Hope these thoughts help.
 Good luck to all,

Allegra Vernon, 
Creative Director

Click to email Allegra

Hide this content.

3. Do you make custom puzzles for individuals?See more.

A. Sorry, we do not make custom puzzles! We have a brand of puzzles called, "Create Your Own Puzzles", but this is a blank puzzle board with various sized pieces that allow people to draw their own image. We recommend contacting Puzzle Warehouse for custom puzzles. If you are looking to make custom puzzles and sell them, we can investigate with you further, but your minimum order quantity will need to be a minimum of 2,500 puzzles for one single image. During Covid-19, we are not accepting any proposals for doing custom manufacturing. Our demand is incredibly high and the factory is maxed out on its production capabilities at this time. We expect it to be like this for the remainder of 2020. If there are changes, we will update these FAQs. Thank you for thinking of us!

Hide this content.

Wholesale Inquiries

1. How can I become a retailer or distributor for Cobble Hill?See more.

A. Thank you! We're excited that you're interested in partnering with Cobble Hill Puzzle Co.! You can fill out our Wholesale Inquiry form and the rep for your area will be in touch. You can find the form by CLICKING HERE.NOTE! During Covid-19, we are in high demand, while puzzle stock is in low supply. We may not be able to service you at this time, but we invite you to fill out the form and we'll be in touch.

Hide this content.

2. What countries currently distribute your puzzles?See more.

A. We're excited to be steadily growing our international market. We have many countries around the world and you can see the list by CLICKING HERE.NOTE! We are very interested in expanding into South America and Mexico, so please contact us if you have any recommendations. Thank you!

Hide this content.

3. How long have you been in business?See more.

A. Cobble Hill has been in business since 2005! We're just a teenager when it comes to comparing us to many other reputable puzzle brands like Ravensburger, Piatnik, and White Mountain who have several more decades on us. But, ask around, and we're confident that you'll hear puzzlers praise our quality. Not only that, but we think we have pretty great customer service, too. Read more about us by CLICKING HERE.

Hide this content.