return policy

puzzleYOU strives to ensure that every customer is pleased with every product received. While we do not accept returns of personalized, custom products, we will provide replacements when appropriate.



The customer is responsible for reviewing their puzzle before ordering to ensure their photos and custom elements are correct and appear as desired. puzzleYOU will not replace or refund orders due to customer errors (photos cropped incorrectly, typos within text, wrong piece count selected, etc.). puzzleYOU will also not replace or refund orders due to delivery delays (shipping estimates are not guaranteed).



We will replace any items that:



• Have missing pieces
• Arrive damaged
• Arrive with a defect caused by puzzleYOU



To request a replacement, please contact us within 90 days of delivery using the contact form found here: Contact Form



Please include your name, email address, order number, a brief description of your issue, and photos of the issue. For missing pieces, we do require that you complete as much of the puzzle as possible before a replacement will be issued.



We try to be as fair as possible, however there are circumstances when requests for replacements may be denied, including (but not limited to):



• The puzzle was printed accurately according to the design submitted.
• Missing pieces are claimed, but the puzzle has not yet been completed.
• The puzzle did not arrive due to an incorrect delivery address being provided.
• The order was placed more than 2 years ago. (Puzzle designs are only saved for 2 years - requests that meet our Quality Guarantee criteria will be honored with a replacement alternative.)