Shipping and returns
Made to order in the USA, boxed in a gift tin, and covered by a straightforward replacement promise.
Where we print
Every puzzle is printed and boxed in the United States by our print partner, then mailed directly to the address you enter at checkout. Your puzzle arrives in a sturdy gift tin with your finished picture printed on the lid, so it is ready to hand over without extra wrapping.
Production time
Puzzles are made to order. Printing and boxing usually takes 2 to 4 business days after your payment goes through. Larger orders with several puzzles can take a day or two longer.
Delivery time
Standard US delivery is 3 to 7 business days after your parcel leaves the print shop. Most orders arrive within 5 to 10 business days in total. During December, please allow a few extra days and order early if the puzzle is a holiday gift.
Shipping cost
Shipping is calculated at checkout before you pay, so there are no surprise charges afterwards. Ordering more than one item in the same order keeps the shipping cost down, because they travel together in one parcel.
Tracking your order
You get an email receipt right after payment and a confirmation page with your order number. As soon as the parcel ships you receive tracking. If you have not heard anything after 7 business days, email us and we will chase it for you.
Damaged or wrong items
If your puzzle arrives damaged, has a printing fault, or is not what you ordered, send us a photo of the item within 30 days of delivery. We will reprint and ship a replacement at no cost to you. You do not need to mail the original back.
Refunds and cancellations
Because every puzzle is personalised with your own photo, we cannot resell returned items, so we do not accept change-of-mind returns once printing has started. You can cancel for a full refund any time before your order goes to press, which is usually within a few hours of ordering. Just email us with your order number. Refunds land back on your original card within 5 to 10 business days.
Wrong address
Check your address carefully at checkout. If you spot a mistake, email us straight away and we will correct it if the parcel has not shipped. Parcels returned to us because of an incorrect address can be reshipped once you cover the postage.
Still have a question? Visit support or email hello@togetherpieces.com.