Shipping & Returns
Here's everything you need to know about how your puzzle gets made, how it gets to you, and what happens if something goes wrong.
Shipping
Where we ship: We ship worldwide.
Production time: Every puzzle is made to order — once you place your order, we begin production. Please allow 1–3 business days for your puzzle to be made before it ships. During busy periods (holidays, sales), this may take slightly longer; we'll let you know if there's a delay.
Transit time: Once your order ships, estimated delivery is:
- Domestic (US): 5–7 business days
- International: 7–14 business days
These are estimates, not guarantees — actual delivery time can vary depending on your location, customs processing, and the carrier.
Free shipping: Orders of $69 or more ship free, worldwide. For orders under $69, shipping cost is calculated at checkout based on your order and destination.
Order tracking: Once your order ships, you'll receive a confirmation email with tracking information so you can follow it the rest of the way.
Customs and import charges: For international orders, you may be responsible for customs duties, import taxes, or other fees charged by your country. These are separate from our shipping charges and outside our control — check with your local customs office if you're unsure what to expect.
Returns & Our Reprint Guarantee
Because every puzzle is custom made from your photo, we can't accept change-of-mind returns or exchanges — once production starts, your puzzle can't be resold to anyone else.
That said, if something goes wrong on our end, we'll make it right.
What's covered: Our reprint guarantee covers:
- Manufacturing defects (missing or damaged pieces, printing errors)
- Damage that occurs in transit
What's not covered: The reprint guarantee doesn't cover dissatisfaction caused by the quality of the photo you uploaded — for example, low resolution, blur, heavy compression, or a busy edge crop. If you want tips before you upload, check out our photo guide — it covers exactly what makes a photo puzzle-ready.
How to request a reprint: If your puzzle arrives damaged or defective, email us at hello@seriouslypieceful.com within 30 days of delivery, with:
- Your order number
- A photo of the issue (the damaged piece, box, or print)
We'll review it and arrange a reprint at no cost to you.
Lost or missing orders: If tracking shows your order as delivered but you haven't received it, or if it hasn't moved for an unusually long time, contact us at hello@seriouslypieceful.com, and we'll help track it down.
Questions?
Reach us anytime here or at hello@seriouslypieceful.com — we're a small, founder-run team and we read every message ourselves.