FAQs
Orders
Do I need to create an account to order?
No account needed. You can check out as a guest in a few clicks. Creating an account is optional, but it lets you track your orders and access your loyalty rewards.
Can I modify or cancel my order after placing it?
Unfortunately no. Because every puzzle is printed on demand and production begins immediately after your order is placed, we are not able to modify or cancel orders once they are confirmed. Please double-check your shipping address and puzzle selection before completing your purchase.
What payment methods do you accept?
We accept all major credit and debit cards, Apple Pay, PayPal, and most standard payment methods available at checkout.
How can I reach you?
By email at hello.puzzleandpine@gmail.com. We respond to all messages within 24 hours, Monday to Friday during normal business hours.
Shipping
How long does shipping take?
Production takes 3 to 5 business days for every order, since each puzzle is made on demand. After production, delivery takes 3 to 6 business days within the United States and 6 to 14 business days within Canada. Your exact estimated delivery date is shown at checkout before you pay.
Do you ship outside the US and Canada?
At this time, we ship to the United States and Canada only.
Will I receive a tracking number?
Yes. You will receive a tracking link by email as soon as your order leaves our facility.
What happens if my order is lost in transit?
Contact us at hello.puzzleandpine@gmail.com with your order number and we will open an investigation with the carrier and send a replacement or issue a refund depending on the outcome.
Returns and Refunds
What is your return policy?
Because every puzzle is made on demand specifically for you, we do not accept returns or exchanges for change of mind. If your order arrives damaged, defective, or with a print quality issue, contact us within 30 days of delivery and we will make it right with a replacement or a full refund.
What if my puzzle arrives damaged?
Contact us at hello.puzzleandpine@gmail.com within 30 days of receiving your order. Include a photo of the damage and your order number. We will send a replacement at no extra cost.
What if a piece is missing?
That is what the Complete Piece Promise is for. Contact us with your order number and we ship a replacement piece within 48 hours. No forms, no hassle, no questions asked.
Gifts
Do you offer gift wrapping?
Yes. Gift wrapping is available as a paid add-on at checkout. Your order will be presented in premium packaging, ready to give.
Can I add a personal message to a gift order?
Yes. You can add a handwritten-style gift message at checkout at no extra cost.
Loyalty Program
Do you have a loyalty program?
Yes. Every purchase earns you points that you can redeem on future orders. You also earn points for actions like leaving a review or referring a friend. Details are available on your account page once you create an account.
