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Retailer FAQs for Cobble Hill Puzzle Co

Q. I would like to carry your Cobble Hill puzzles in my store. How can I order at wholesale?See more.

A. This is our favourite question of all time!! If you fill out our Wholesale Inquiry Form for your location, one of our reps will be in touch real soon! We are NOT accepting Fulfilled By Amazon (FBA) accounts at this time. Please click Wholesale Inquiry page to fill out the form.

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Q. Where are you located?See more.

A. Our head office is located in beautiful Victoria, British Columbia on the west coast of Canada (parent company is called Outset Media). But don't worry!! We won't ship your order from a little island in the Pacific Ocean. Our Canada warehouse is located in Brampton, ON and our US warehouse is in Buffalo, NY. We are a Canadian company, but we distribute jigsaw puzzles all over the world. Our US retailers also appreciate the fact that our puzzles are made in the USA with high quality material.

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Q. What is your minimum wholesale order size?See more.

A. IMPORTANT NOTICE: Placing orders for Cobble Hill puzzles during the pandemic

The current pandemic has created a HUGE increase in demand for jigsaw puzzles. At the same time, the pandemic has also made manufacturing puzzles more challenging. Both factors have combined to create a significant shortage of Cobble Hill puzzles. Our minimum at this time is now two cases, which is 24 puzzles. Please see more details below on mixing and matching.

We receive new stock of puzzles every week. However, our puzzles are selling as fast as we can manufacture them. We are in stock on less than 20% of our images on any given day.

At this time, when you are ready to place an order, we are requesting that all our retailers please contact your sales rep and they will provide you with a “LIVE” in-stock list of Cobble Hill puzzles to choose from. Unfortunately, there is no point in using your POS data, as very little would actually ship on orders placed this way. We have found this the best solution to getting puzzles out to stores.

In order to distribute our puzzles as evenly as possible to retailers – and to make packing these orders as efficient as possible for our warehouse – we ask all our retailers to follow the following guidelines:

Larger independent retailers

  • Maximum units per image: 12
  • Order each image in multiples of 4 (i.e. 4, 8 or 12)
  • Smaller independent retailers

  • Maximum units per image: 3
  • Order each image in quantities of 3
  • We expect the shortages to continue for the balance of 2020. Which means, the above-mentioned procedure for ordering puzzles will likely continue for the rest of this year

    Our apologies for any inconvenience. We realize this isn’t the great customer service experience you are used to getting from Outset Media and Cobble Hill.

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    Q. How quickly can you ship my order?See more.

    A. All orders are shipped within two business days. If you have a time sensitive shipment, please contact your sales rep, and we will do our best to expedite your order.

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    Q. I am missing a carton from my shipment. What do I do?See more.

    A. Wait two more days. Sometimes cartons are temporarily misplaced, and they will show up soon enough. After a couple of days, if your missing carton still has not shown up, give us a call toll-free at 1-877-592-7374. We are open weekdays from 7:00 a.m. to 4:00 p.m. Pacific time. If your missing carton cannot be located, we will issue you a credit for the missing items or reship.

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    Q. I received the correct number of cartons, but I am missing some items. What do I do?See more.

    A. With our state of the art scanning technology, our goal is to have zero shipping errors. However, if something is missing, give us a call toll-free at 1-877-592-7374. We are opn weekdays from 7:00 a.m. to 4:00 p.m. Pacific time. We will issue you a credit for the missing items. Please make sure you have your packing slip handy when you call.

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    Q. Can I pay with a credit card?See more.

    A. We accept both VISA and MasterCard. We process credit cards in both CDN$ and USD$.

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    Q. Do you manufacture in North America?See more.

    A. Yes! When we first started Cobble Hill, our goal was to manufacture our puzzles in North America. However, we probably had 20% of our puzzles made overseas. With the success of our puzzles and our determination to bring product wholly to North America, we can proudly say that the majority of our puzzles are made in the USA. The only puzzles that are now made overseas (China) are our Tray Puzzles. It's unfortunate, but the factory we use in the US was no longer able to keep up with the demand and produce these difficult to make tray puzzles. Tray puzzles include all puzzles with images, as well as the Create Your Own Puzzles (not including the Create Your Own Floor Puzzle, which has always been made in the USA).

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