FAQ - Everything worth knowing about your order

FAQ - Everything worth knowing about your order

Our categories at a glance:

FAQ - Everything worth knowing about your order

Frequently Asked Questions (FAQ)

Everything worth knowing about your order

Our categories at a glance:

Products

  • What products does puzzleYOU offer?

    From the personal picture(s) you upload, we can create 48, 100, 200, 500, 1000, or 2000 piece photo puzzles! In addition to standard photo puzzles, we also offer unique photo collage puzzles and gift message voucher puzzles. 

  • What is the size of a completed puzzle?

    The sizes of our photo puzzles are below:

    48 pieces: approx. 18.9" x 14.3"
    100 pieces: approx. 18.9" x 14.3"
    200 pieces: approx. 18.9" x 14.3"
    500 pieces: approx. 18.9" x 14.3"
    1000 pieces: approx. 25.2" x 18.9"
    2000 pieces: approx. 35.4" x 26.4"

    When creating your custom puzzle, you will have the option to resize or crop your photo to fit the jigsaw. Please note that an additional 0.2” may be cut from the edge of your image during production. As a result, we recommend centering your photo and keeping any significant elements away from the edges. 

  • What are the puzzles made of?

    We create our photo puzzles with premium European cardboard. After your photo or collage is uploaded, our team prints them with the latest digital printing methods and transfers them onto durable 0.09-inch puzzle cardboard. This process ensures that your jigsaw is high-quality, long-lasting, and as beautiful as your cherished photos. 

  • What size is the box?

    The dimensions of the puzzle boxes are as follows:

    Product Length (Inch) Width (Inch) Height (Inch)
    Box for a jigsaw with 48, 100, 200, 500, or 1000 pieces 13.2" 9.1" 1.4"
    Box for a jigsaw with 2000 pieces 13.2" 9.1" 2.7"

    The dimensions of the puzzle boxes are as follows:

    Box for a jigsaw with 48, 100, 200, 500 or 1000 pieces Length: 13.2 in Width: 9.1 in Height: 1.4 in
    Box for a jigsaw with 2000 pieces Length: 13.2 in Width: 9.1 in Height: 2.7 in

Image Files & Quality

  • Which photo file formats can be used?

    We only process JPG (jpg, jpeg) and PNG formats. Most digital cameras automatically take pictures in the required JPG format!

  • What is the recommended image resolution?

    The higher the resolution, the better the quality of your printed photo puzzle. The final product also depends strongly on the resolution of the original digital photo. If your image 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 measurement corresponds approximately to a picture taken with a 2-megapixel camera. For a puzzle consisting of 1000 pieces, we recommend a minimum of 2500 pixels, corresponding to a 4-megapixel digital camera. For 2000-piece puzzles, we recommend a minimum of 3500 pixels, corresponding to a 10-megapixel digital camera.

    After uploading your picture, our design software presents a scale ranging from 1 to 5 stars indicating the resolution of your photo. The ranking of your photo will help you determine whether or not the image is suitable for the chosen puzzle format. 

    See below rating guide

    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. Our software cannot assess the image sharpness and general picture quality. The larger the chosen design for your puzzle, the higher the necessary image resolution. We do not modify the resolution of your transferred file. Additionally, our team cannot process refunds due to insufficient image quality. Please check the quality of your image before submitting your order and reach out to our team with any questions! 
     

  • 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 save black and white photos as a JPG file in sRGB and not grayscale. Additionally, our software will produce an error message if any images stored in the CMYL color space are uploaded. Our customer service team is always available for assistance if this happens. 

  • Will my picture be edited?

    No, your photo will not be edited! It is printed exactly like the image file you transferred to us during the jigsaw design process.

  • I would like to crop my photo. What dimensions should the image have?

    Please prepare your file according to the following dimensions (pixels):

    Number of pieces Width Height
    48, 100, 200 or 500 pieces 3409px 2567px
    1000 pieces 4530px 3409px
    2000 pieces 6406px 4819px

    Please take a margin of 35px into account on all edges, as it is the area where the cutting die will hit the puzzle. You should not place any essential picture elements there.

    Please prepare your file with the following dimensions (Pixels):

    48, 100, 200 or 500 pieces Width: 3409px Height: 2567px
    1000 pieces Width: 4530px Height: 3409px
    2000 pieces Width: 6406px Height: 4819px

    Please take a margin of 35px into account on all edges. This is the area where the cutting die will hit the puzzle. You should not place any important picture elements there.

  • Can colors change during printing?

    Unfortunately, color differences can occur due to the individual adjustment of monitors, which can differ in brightness, resolution, contrast, and color. Minor alterations can also result from different graphic boards. 

  • Can I use any image to create my puzzle?

    You are required to refrain from infringing copyrights, trademark rights, or other protective rights of third persons. Illegal images are strictly prohibited. Further information is available in our GTC.

Ordering & Payment Methods

  • Can I order more than one photo product at once?

    After adding your first product to the shopping cart, you can click the "add a further product" button to continue shopping. This way, you can order several different photo products in one order and save shipping costs!

  • How can I pay?
    Credit card payment
    Credit card payment

    Credit Card / Debit Card:
    We accept payment through Visa, MasterCard, American Express, Discover, and Diners Club. Our payment service will capture funds from your card account when you complete your order. Data transmission takes place via a TLS-protected connection.

    Paypal
    Paypal

    PayPal:
    Online service for secure and easy payment.

    Amazon pay
    Amazon pay

    Amazon Pay:
    With Amazon Pay, you can speed up checkout using your Amazon account information. You do not need to re-enter your payment or address information. Amazon Pay offers you a fast, easy and secure way to pay for products and services on our website.

  • Where can I redeem a voucher?

    You will find a space to enter your discount code in the shopping cart. After entering the code, the final amount will reflect the value of your coupon. You can only redeem one voucher per order.

  • Where do I find the invoice (receipt) for my order?

    We do not send an invoice within the order package. Once your order is shipped, you may download your invoice from your order status page. You can locate the link to this page in the order and shipping confirmation message. 

  • Is ordering online secure?

    We use the TLS-security system (Transport Layer Security), along with a 128 Bit encoding when transferring data. This technology provides the ultimate security. It is so reliable that banks use it for data protection of Online 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 goal is to ensure that you enjoy visiting puzzleYOU, rest assured in placing your order, and recommend our website in good conscience. More details are available in our privacy notice.

Shipment & Delivery

  • Can I have the order delivered to a different address?

    Yes, you can fill in a different shipping address from the billing address at the end of your order. This option makes it possible to send the photo puzzle to someone as a gift! This service is free of charge. Additionally, if you cannot receive your shipment on workdays, you can fill in an alternative address, such as an office address.

  • What is the delivery time of my order?

    Your puzzle's expected delivery date is located on our homepage, as well as in the shopping cart. UPS usually delivers the parcel on the 2nd working day after shipping. We will inform you by e-mail and send you a tracking number once the package leaves the production department. Please remember that UPS usually 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?

    Once your package transfers to the UPS courier, a tracking number will appear in your account. By clicking on this tracking number, you will be redirected to the UPS site to see the current status of your order. The link to your account will be in your order confirmation.

  • The puzzle was ordered as a gift, can you speed up my order for the special occasion?

    Our production process is already optimized to deliver each jigsaw as quickly as possible. Once you place your order, it is processed directly into our automated production system. As a result, we cannot arrange special treatment for any order. Our current production and delivery time is always available on our website!

    Additionally, our team and UPS are efficient, reliable, and committed to delivering your custom jigsaw to you quickly. Please take into account that we may experience slight delays during peak seasons. 

  • Can I pick up my order in person?

    Unfortunately, you cannot pick up your order in person.

  • What are the shipping costs?
      Photo puzzles
    USA $ 9.99 for orders less than $59. Orders $59+ ship for free.
  • Which courier delivers my package?

    We send your order with UPS, the courier we believe to be the most reliable and efficient. We trust that UPS will deliver your package quickly and safely.

Replacements & Refunds

  • Can I get a refund if I do not like my photo product?

    Unfortunately, we cannot offer a refund for a custom product. As a result, we recommend choosing and uploading the highest quality image possible when you place your order.

  • How do I report an issue with my order?

    puzzleYOU prioritizes customer satisfaction with every order. If you are not pleased with your order, contact our customer service team promptly, and we will assist you. If possible, send us a photo of your product.

    UPS is responsible for delivering your package safely. If you have received a damaged or incorrect product, you must report your complaint to UPS directly and wait for driver confirmation. If you received the wrong order, please reach out to our customer service team, and they will help you determine the next steps. We will find a solution for you personally and give instructions for what to do with the package.