Frequently Asked Questions

We know ordering something custom can come with questions, so we’ve put together this FAQ to help. From shipping times to personalization options, we want you to feel confident before you order. If you don’t see your question answered here, please reach out — we’re a small family business and we’re always happy to help.

Shipping & Delivery  🚚

How long does it take to receive my puzzle?
Every puzzle is made to order. Most puzzles are produced within 4–5 business days before shipping. Once shipped, delivery times depend on your location and carrier speed. You’ll receive tracking as soon as your puzzle leaves our facility.

Why does choosing a proof slow down my order?
If you select “Review First”, we’ll email you a digital proof to approve before printing. This adds about 1–2 extra business days to your order, since we wait for your approval before moving forward. If speed is your priority, choose “Surprise Me” and we’ll print immediately.

Personalization & Design 🎨

What can I include in my puzzle design request?
You can enter up to 50 characters of text for your puzzle idea — a theme, phrase, or short message. Example: “Ella’s Dino World” or “Jackson’s Space Adventure.”

Can I add my child’s name?
Yes! You can include your child’s name (up to 15 characters) and we’ll integrate it directly into the puzzle artwork. Just enter it in the personalization field exactly as you’d like it to appear.

Do you accept all design requests?
We want puzzles to stay family-friendly. For that reason, we reserve the right to reject and refund any order that includes offensive, harmful, or inappropriate content.

Returns & Replacements 🔄

Can I return my puzzle?
Because each puzzle is custom-made just for you, we unfortunately cannot accept returns. If you’d like reassurance before printing, select the “Review First” proof option during checkout.

What if my puzzle arrives damaged or defective?
We stand behind our puzzles. If your order arrives damaged or something isn’t right, contact us right away — we’ll make it right.

Puzzle Box & Packaging 📦

Why isn’t the puzzle box branded?
Our puzzles are shipped in non-branded boxes intentionally. After reviewing all options, we chose this route to ensure the highest puzzle quality and fastest turnaround.

The boxes are printed and barcoded by our U.S. production partner, a printer trusted by some of the largest accounts in the world. Their supply chain process allows us to deliver puzzles that are accurate, durable, and vibrant, even if the box looks simple.

What comes inside the box?
Each box includes your custom puzzle, securely packaged to arrive in perfect condition. While the outside is plain, the puzzle inside is designed to be beautiful, lasting, and full of joy.