We will make it right
Personalized deserves personal care.
Every Puzzles Puzzles Puzzles order is made from your approved design. If the finished piece is damaged, incorrect, or materially unlike that preview, we own the resolution.
Launch draft: This is a proposed launch policy. Authenticated case intake and test-mode remedy workflows are implemented, but live refunds, cancellations, replacements, and final eligibility rules still require company-provider setup plus legal and operational approval.
Damaged, defective, or incorrect orders
The proposed launch policy is to review reports of damage, missing pieces, manufacturing defects, or an item that does not match the order. When we confirm the issue, the intended remedy is a replacement or refund appropriate to the situation, at no added cost to the customer.
Preview and print differences
Screens and printed materials can differ slightly in color and brightness. But if the finished puzzle is materially different from the design we approved for production because of our rendering or manufacturing chain, that is our responsibility—not the customer’s and not a vendor handoff.
Personalization and change of mind
Because each puzzle is made for one customer, the proposed policy does not promise returns for a change of mind after production begins. Any cancellation window, production cutoff, and exceptions must be finalized before live ordering opens.
Shipping delays and unshipped orders
If we cannot ship within the time promised at purchase, we will give the customer the choices required for that delay. If an order must be canceled before shipment, we will provide the applicable refund rather than store credit.
What a request needs
The signed-in support area records an order number and short description with an auditable case history. Photo evidence, a staffed external support channel, and a published response timeframe are still being finalized.