Returns, reprints and refunds
Every puzzle is made to order with your photos. If something is wrong with it, we put it right.
Last updated: Needs owner input: publication date PUB
- Damaged, misprinted or wrongSend us a photo within 30 days of delivery and we will reprint it or refund you.
- Changes and cancellationsPossible until your order goes into production.
- No change-of-mind returnsBecause every puzzle is personalized, we can’t refund a change of mind.
If your puzzle arrives damaged, misprinted or wrong
Email support@custompuzzle.org within 30 days of delivery with your order number and a photo that shows the problem. We will reprint the puzzle or refund you.
Do you need the puzzle back? Needs owner input: whether customers must return the item, and any other evidence needed (checklist A01) A01
Changing or cancelling an order
You can change or cancel your order until it goes into production. Email us as soon as you can with your order number. Once production has started, we can’t change or cancel the order.
Change of mind
Because every puzzle is made to order with your photos, we can’t accept returns or give refunds for a change of mind. This does not affect your rights if your puzzle arrives damaged, misprinted or wrong.
Low-resolution photos
The creator warns you when a photo is likely to print blurry at the size you chose. If you confirmed that warning and ordered anyway, we can’t reprint the puzzle because it looks blurry.
How refunds are paid
Needs owner input: refund method and how long a refund takes N09
Parcels that don’t arrive
Needs owner input: what happens when a parcel is lost or undelivered (checklist A02) A02
Help
Email support@custompuzzle.org or use the contact form. See also shipping and delivery.