Frequently Asked QuestionS

Have a question? You’re in the right place. Below you’ll find answers to our most common questions about puzzles, orders, gifting, and wholesale partnerships.

If you don’t see what you’re looking for, feel free to contact us — we’re always happy to help. Interested in becoming a retail partner? Visit our wholesale page to learn more.
General Orders & Shipping Returns & Replacements Wholesale & Retail Partners

General

Our puzzles are made from premium Eska blue board, known for its durability and satisfying feel. We prioritize eco-friendly materials whenever possible and are always working to reduce our environmental footprint.
We’re committed to making thoughtful choices—from materials and manufacturing to packaging and waste reduction. Our puzzles are made from 100% recycled paper. We aim to minimize unnecessary packaging wherever possible.
All of our puzzles are proudly manufactured in the United States.
Our 500-piece puzzles feature a hybrid cut—a mix of random and ribbon cut pieces—for a build that’s engaging, varied, and just the right amount of challenging.
If your puzzle has a factory defect—such as a missing piece from a brand-new puzzle—please contact us via our contact form. Each case is reviewed individually, and resolutions may include a replacement puzzle, store credit, or another appropriate solution.
To reduce unnecessary waste, we don’t include a printed poster. Instead, you’ll find a barcode on the back of the box that you can scan to view and zoom in on the artwork digitally for easy reference.
Yes! We’re happy to support large gift orders and select custom projects. Whether you’re planning a corporate gift, team thank-you, or special event, reach out via our contact form and we’ll explore what’s possible together.
We love connecting with mission-aligned organizations. If you’re a nonprofit interested in partnering with us, please reach out through our contact form and tell us a bit about your work.

Orders & Shipping

Most orders ship within 1–3 business days. During busy seasons, processing may take a little longer, but we’ll always do our best to get your puzzle to you quickly.
Yes! Once your order ships, you’ll receive a confirmation email with tracking details so you can follow your puzzle’s journey to your door.
If your order hasn’t shipped yet, we’ll do our best to help. Please contact us as soon as possible and include your order number so we can assist quickly.
Right now, we ship within the United States. We’re always exploring ways to expand—so stay tuned!

Returns & Replacements

We accept returns within 30 days of purchase for unopened, unused puzzles in their original condition. To start a return, please contact our support team with your order number. Please note: Customers are responsible for return shipping unless the product is defective. Refunds apply to the product cost only (original shipping is non-refundable). Returns without a receipt may be issued as store credit at the current retail price. Puzzles purchased from retailers or third-party shops must be returned directly through that seller
In general, opened puzzles aren’t eligible for return unless they’re defective. If something doesn’t seem right, please reach out and we’ll take a look.
Oh no — we’re sorry about that. Please submit an inquiry through our contact form and include photos of the damaged item, packaging, and your order details. Once we review everything, we’ll work with you on a replacement, credit, or refund.

Wholesale & Retail Partners

We’d love to work with you. Wholesale ordering is currently available through Faire Wholesale Marketplace. If you’re interested in partnering outside of Faire, please reach out via our contact form and tell us a bit about your shop.
We currently do not permit resale on large third-party marketplaces, including Amazon, Walmart, Etsy, and similar platforms. By limiting marketplace sales, we’re able to better support our retail partners, maintain a consistent brand experience, and stay focused on our mission-driven approach to business. We appreciate our partners’ understanding and shared commitment to thoughtful, values-aligned retail.
Yes. Wholesale pricing is available through Faire, and larger volume orders may qualify for additional considerations. Reach out to discuss your needs and we’ll do our best to help.
Orders placed through Faire follow Faire’s payment terms. For orders placed directly with us, payment terms will be discussed and confirmed before the order is finalized.
We support select custom projects and limited exclusive designs on a case-by-case basis. If you have something special in mind, reach out early so we can explore what’s possible.
Yes! We’re happy to share product photography and brand assets to support your merchandising and online listings. Just let us know what you need.
Our minimum order quantities vary by product and ordering channel. Full details are available on Faire, or you can contact us directly if you’re placing an order outside of the platform.
Most wholesale orders ship within 3–7 business days, depending on order size and inventory availability. Larger or custom orders may require additional lead time, which we’ll confirm upfront.
If a wholesale order arrives damaged or with a manufacturing defect, please contact us as soon as possible with photos and order details. We’ll work with you to find a fair resolution.