Frequently Asked Questions (FAQ)
Everything you need to know about your order:
What products does puzzleYOU offer?
Based on your uploaded image(s) we produce personal photo products. Our product range contains:
- the Photo Puzzle, either with 48, 100, 200, 500, 1000, or 2000 pieces
- the Photo Pairs game
What size is the finished puzzle?
The sizes of our photo puzzles are as following:
48 pieces: approx. 48cm x 36cm
100 pieces: approx. 48cm x 36cm
200 pieces: approx. 48cm x 36cm
500 pieces: approx. 48cm x 36cm
1000 pieces: approx. 64cm x 48cm
2000 pieces: approx. 90cm x 67cm
By means of a frame you can decide the exact cut of your picture. Please note that during production very few millimetres may be lost on the edges of your picture. You should therefore not place any important picture elements there.
What are the puzzles made of?
Our photo puzzles are being made of the highest quality puzzle cardboard. With the help of the latest digital printing method your photograph is printed on 2.2 mm puzzle cardboard.
What size is the box?
The dimensions of the puzzle boxes are as following:
Image files and image quality
Which photo file formats can be used?
We process JPG (jpg, jpeg) and PNG formats. Most digital cameras automatically take pictures in the required JPG-format!
Which image resolution is required?
The higher the resolution, the better the picture on your printed photo puzzle. The quality of the print also depends strongly on the resolution of the original digital photo. If your picture has a minimum length of 1600 pixels on its longest side, this is sufficient for a puzzle of 48, 100, 200 or 500 pieces. This corresponds approximately to a picture taken with a 2 megapixel camera. For the puzzle consisting of 1000 pieces we recommend a minimum size of 2500 pixels which corresponds to a 4 megapixel digital camera.
After having uploaded your picture, you are taken to the “PuzzleComposer” where a scale ranking from 1 to 5 stars indicates if the resolution of your picture is suitable for the puzzle format you chose:
5 stars = excellent resolution quality
4 stars = good resolution quality
3 stars = average resolution quality; possibly blurred
2 stars = moderate resolution quality, blurred
1 star = bad picture resolution, very blurred
Please note that this scale only refers to the resolution of your picture. Image sharpness and general quality of the picture cannot be considered. The bigger the chosen format for your puzzle is, the better the image resolution needs to be. We do not modify the resolution of your transferred file! We are afraid we cannot process refunds due to insufficient quality of your image files. Please ensure quality of image before submitting the order.
What is the maximum file size I can upload?
The maximum file size is 80 MB.
Which color space of my picture is required?
Please transfer your pictures in RGB or sRGB color space. sRGB is the standard color space of most digital cameras. Please also save black and white pictures as a JPG-file in sRGB and not in gray scale. When you upload a picture which is stored in the CMYK color space there will be an error message. If this happens, please contact our customer service team for assistance.
Will my photo be edited?
No. The picture won't be edited and will be printed exactly like the image file you transferred to us.
I would like to prepare an exactly fitting file. What dimensions should the file have?
Can colors change during printing?
Unfortunately, color differences can happen due to the individual adjustment of monitors which can differ in brightness, resolution, contrast and color or resulting from different graphic boards. In other words, color difference between your monitor and the finished product are possible.
Can I use any image to create my puzzle or photo game?
You are required not to infringe copyrights, trademark rights or other protective rights of third persons. Illegal images are strictly prohibited. Further information can be found in our GTC.
Ordering and payment methods
Can I order more than one photo product at once?
After having put your first product into the shopping cart, you can use the button "Add a further product" to continue ordering. This way you can order several different photo products in one order and save shipping costs. By ordering every photo product separately, you have to pay full shipping costs for every single product.
How can I pay?
Credit Card/ Debit Card:
We accept payment by Visa, MasterCard, and American Express. Our payment service will capture funds from your card account when you complete your order. Data transmission takes place via a TLS-protected connection.
Online service for secure and easy payment.
Where can I redeem a voucher?
In the shopping cart you will find a bar with white space to fill your code into. After entering the code, the final amount will be reduced by the value of the coupon. You can only redeem one voucher per order.
Where do I find the invoice (receipt) for my order?
We do not send the invoice within the package. You may download your invoice on your personal status site after the order has been shipped. The link to this status site can be found in the order and shipping confirmation.
Is ordering online secure?
We use the TLS-security system (Transport Layer Security) together with a 128 Bit encoding when transferring data. This technology provides for ultimate security and is also used by banks for data protection of on-line Banking. A closed key or lock in your browser shows that your data is encrypted while being transferred.
Is my personal information protected?
We take great care handling your data, and do not sell or trade your data. Our aim is to ensure you enjoy visiting puzzleYOU.com and recommend our website in good conscience. More details are explained in our privacy notice.
Shipment and delivery
Can I have the order delivered to a different address?
Yes, at the end of your order you can fill in a delivery (shipping) address different from the billing address. That makes it easy to send the photo puzzle to another person – for example as a gift. This service is free of charge. In case you're not available to receive your shipment on working days, you can fill in an alternative address there, for example your working address.
What is the delivery time of my order?
The expected delivery date can be found on our homepage below the blue button (Create it here...) and in the shopping cart. UPS usually delivers the parcel on the 1st or 2nd working day after shipping. We will inform you by e-mail and send you a tracking number as soon as the parcel leaves the production department. Please remember that UPS does not deliver on Saturdays. If you happen to be in a remote area, please note that the delivery might take longer.
Can I check the status of my delivery?
With the transfer of your package to the UPS courier, a tracking number will be shown in your personal account. By clicking on this tracking number, you will be led to UPS to see the current status of your delivery. The link to your personal account can be found in your order confirmation.
The puzzle is meant as a gift, can you speed up my order for this special occasion?
Our process is optimized to deliver all orders as soon as possible. All completed orders go directly into our automated production process, so we cannot treat an order in a privileged way. Our current production and delivery time is always available on our website, and our team & UPS are generally very reliable, except during peak times when increased order volumes could cause delays.
Can I pick up my order in person?
Unfortunately, you can't pick up your order.
What are the shipping costs?
The shipping costs for deliveries to Canada are $14.99.
HST, GST or PST and $10.50 custom charges accrue when the shipment arrives in Canada.
UPS offers online payment for this in its tracking system.
Which courier delivers my package?
We send your order with UPS, the courier with whom we have the most positive experience. UPS delivers your package quickly and safely.
Replacements & Refunds
Can I get a refund if I do not like my photo product?
Unfortunately not. You are not allowed to withdraw from a contract regarding goods which have been manufactured based on your individual specifications. That is why it is important to upload an image with not only at least a 3 stars indication for its resolution, but also an image with a very good sharpness that has been taken with sufficient exposure.
What do I have to do if I want to complain about something?
If you are not satisfied with your order, please contact our customer service. Ideally, send us a photo of your product.
UPS is responsible for delivering your package in the right condition. If you have received a damaged or incorrect product, you are obliged to have your complaint confirmed by the delivering UPS driver. We send wrong delivery and transport-damage declarations immediately to UPS. Without the drivers confirmation we can not treat the complaint. If you notice the delivery of a wrong puzzle after the driver has left, please contact our service team. We will find a solution and tell you what to do with the package.