Questions
Frequently asked.
If you have a question not answered here, write to us at hello@puzzably.com. We read every email.
The subscription
Why a subscription? Why not just sell puzzles?
Because the rack only works if it fills. The subscription is the rack's content layer — the mechanism that produces twelve editions over twelve months and turns the shelf into a record of the year. You can also buy a single puzzle as a one-time gift (see Wall), but the system is designed around accumulation with a structure.
What is the difference between Core and Archive?
Core is month-to-month at $35 per month. You receive one custom 500-piece puzzle each month, billed and shipped on a rolling basis. Archive is annual at $420 — the same $35-per-month equivalent, paid once. The practical difference is Month 1: Archive subscribers receive the matte-black display rack alongside their first puzzle and slipcase. Core subscribers can purchase the rack separately at any time.
What if I don't want the puzzle one month?
Skip the month at any point — the credit rolls forward up to 60 days. After that, our Autopilot agent reads your previous prompts and generates an edition in your established aesthetic, shipping it so you don't lose the month. You receive an email: 'We made you something.' The generation is yours to keep regardless of whether you would have chosen it.
How does cancellation work?
Cancellation is handled from your account dashboard — no support ticket, no phone call. Cancellation takes effect at the end of your current billing period. Any puzzles and slipcases already shipped are yours to keep. The display rack, if received as part of Archive, remains yours.
The puzzle itself
Is the case mandatory?
No. The puzzle works fine assembled and broken apart as usual. But the slipcase is what turns 'puzzle' into 'object.' It gives the finished puzzle a spine, a face, and somewhere to stand. It is the central design decision — the product that makes the subscription coherent as a system rather than a recurring purchase.
Can I upload my own photo?
Not in v1. We'd rather get one thing right than two things partially. The AI generation path is tuned specifically for physical print at puzzle scale — contrast range, edge density, tonal distribution. Adding photo upload would compromise those optimizations. v2.1 is the target for this.
Is this just AI slop?
The model and prompt scaffolding are tuned for physical print at puzzle scale. We optimize for tactile readability, contrast, and edge interest — not for what performs well on a phone screen. A generated image that looks good at 6 inches in a browser is often a poor puzzle image: low contrast at the piece level, undifferentiated color fields, no edge depth. We optimize for the puzzle. If you want generic image-gen output, this isn't that.
Where are the puzzles printed?
Through Prodigi's premium puzzle print partners on ESKA blue board with matte lamination at 300 DPI minimum. The slipcases and display racks are produced by shopPOPdisplays in the US.
The slipcase and rack
How big is the puzzle?
530 × 390 mm finished. The slipcase has a 2 mm slide tolerance around that — 532 × 392 × 6 mm interior. The 2 mm tolerance is the most important number in the company. Tighter and customers can't slide the puzzle in. Looser and it rattles upright. At 2 mm, the fit holds the puzzle vertical without bracing.
Can I buy the rack without an Archive subscription?
Yes. The display rack is available as a standalone purchase from the shop. It is designed for the Puzzably slipcase dimensions but will hold any similarly dimensioned object. Core subscribers who accumulate slipcases over several months often add the rack once they reach four or five editions.
Shipping
How fast does the puzzle ship?
Within 5 business days of locking your design. Domestic US only at launch. You receive a tracking notification when the parcel leaves production. International shipping is in development — write to hello@puzzably.com to be notified when your region opens.
What if my puzzle arrives damaged?
Contact us within 14 days of delivery with a photo. We assess each case individually. For transit damage — cracked slipcase, damaged outer mailer, missing pieces — we resolve with a replacement or a credit. Because each image is printed once, a reprinted puzzle may have minor colour variance from the original.
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