Support
Returns and
reprints.
Short version: if we made a mistake, we fix it fast, free, no fuss. And if you are simply not happy with how yours turned out, we remake it or refund you within 14 days. Read on for the full picture.
01
The short version
Damaged or defective
Free reprint
Send a photo within 14 days of delivery. We decide within 48 hours and ship a free replacement. No return shipping needed.
Not happy with it
Remake or refund
Within 14 days of delivery we remake it or refund you in full, your choice. No need to ship anything back.
Before it ships
Full refund
Contact us within roughly 24 hours of ordering, before production starts, and we refund you in full.
02
Arrived damaged or wrong? We fix it.
Damaged in shipping. If the box or the puzzle itself arrives physically damaged, email hello@puzzably.com within 14 days of delivery with a photo. We will get back to you with a decision within 48 hours and send a free replacement. You do not need to ship anything back.
Print defect. If the printed image is meaningfully different from the design you approved in the studio (severe color shift, blurring, misalignment), the same process applies: a photo within 14 days, a decision within 48 hours, a free reprint. If the reprint also has a defect, we refund you in full rather than trying a third time.
Missing pieces. Email us your order number and we will ship a full replacement puzzle at no charge. Individual pieces cannot be replaced on a custom die-cut, so a full replacement is the fix.
Wrong address. If an order shipped to the wrong address because of an error on our side, we send a free replacement. If the address you entered at checkout was incorrect, contact us and we will quote the cost of a reship.
What this does not cover: damage that happens after delivery, like a puzzle that got wet, was dropped, or was assembled and disassembled roughly. That is on us to fix when it is our error, not when normal handling after delivery causes it.
03
Custom puzzles are made to order
Every Puzzably puzzle, custom or catalog, is manufactured specifically for your order after you confirm it. There is no pre-made inventory sitting on a shelf waiting to be returned.
Because of that, you approve the exact design before we print anything. The preview you see in the studio is the image that goes on your puzzle. Take your time there. Once you confirm, that is the design we produce.
Our happiness guarantee. Even though each puzzle is made just for you, we stand behind it. If you are not happy with how yours turned out, tell us within 14 days of delivery and we will remake it or give you a full refund, your choice. You do not need to ship the puzzle back. The approval step gives you control up front, and this guarantee has your back after it arrives.
04
How to reach us
Email hello@puzzably.com with your order number and, if it applies, a photo of the issue. You can also use the contact form. We read every message ourselves and aim to get back to you within one business day, with a decision on damage or defect claims within 48 hours.
05
Common questions
My puzzle arrived damaged. What do I do?
Email hello@puzzably.com within 14 days of delivery with a photo of the damage and your order number. We will send a free replacement. No return shipping required.
Is missing pieces or a print defect covered the same way?
Yes. A photo within 14 days of delivery gets you a free reprint. Individual pieces cannot be replaced on a custom die-cut, so we send the whole puzzle again. If the replacement also arrives defective, we refund you in full.
What if I am just not happy with how it turned out?
Tell us within 14 days of delivery and we will remake it or give you a full refund, your choice. You do not need to ship the puzzle back. We can offer this because the studio has you approve the exact design before we print, so take your time on that step.
Can I cancel before it ships?
Yes, if you catch it early. Contact us within roughly 24 hours of ordering, before production starts, and we refund in full. Once production has started, the made-to-order policy applies.
Still have
a question?
We would rather answer it now than have you guess. One prompt, one custom puzzle, $69.99, shipped.