Have a question about your order or products? Check this list of commonly asked questions first:
What forms of payment do you accept?
We accept all major credit cards: VISA, MasterCard, Discover, and American Express. We also accept PayPal payments. Our site is a SECURE site - your card is processed safely. We have no access to your account number or credit card information. 7% Florida Sales tax is added to all orders shipped to a Florida address.
I just placed my order online. How do I know if you got it?
When your order is complete, you are shown a summary page that shows what you purchased and the cost. You will also receive an order confirmation by e-mail. When we ship the order, we send out a shipment notification e-mail that also contains the tracking information. Please be sure to SAVE THIS E-MAIL until your order arrives.
If you don't receive an order confirmation e-mail, or a shipping e-mail within 2 BUSINESS days of placing the order, check your "spam" folder on your e-mail system. Typically, a customer's "spam" filter has prevented our e-mails from being received. If you still can't find the e-mail from us, please call us to verify your order.
My order arrived damaged. What do I do?
UPS includes insurance coverage for each shipment. Please call us and we will file a damaged freight claim. Please be sure to SAVE all packaging materials and the damaged product. UPS will need these to process the claim.
Do you accept returns?
We will accept returns within 14 days of receipt if the item unopened (still in its original shrink wrap) and undamaged (no dents, creases, etc.). It must be in gift-worthy, resalable condition. We'll issue a refund to the credit card that was used to place the order once we have received the item back from you. We will not refund the original shipping cost - just the cost of the item - and you are responsible for the cost of shipping the item back to us. Please be sure that the item(s) you are returning are securely packed (preferably in the original packing box) as we will not issue refunds for products that were improperly packaged and therefore damaged in transit. Please e-mail us if you need to return an item: JackieGoldman@puzzles-plus.com.
Can I exchange a puzzle?
An exchange is handled with the same criteria and procedures as a return. Please follow the directions above for a return, and place a new order for the item(s) you would like.
My puzzle is missing a piece! Can you replace it?
Our manufacturing process prevents pieces from going astray in the factory - each puzzle is individually bagged as soon as it is cut. Generally when a piece is missing, it has fallen on the floor, perhaps under a piece of furniture, between sofa cushions, or stuck to the underside of one's sleeve. Fuzzy sweaters and patch pockets really LOVE puzzle pieces. Please search the area around the puzzle thoroughly. Because the number of pieces in a puzzle, and the number of styles we carry, we cannot replace individual pieces, nor will we replace an entire puzzle with "missing pieces."
My question isn't on this list. Now what?
Please e-mail us, or call our friendly customer service staff, 8 a.m. to 5 p.m. Eastern Time: 904-737-4102.