Every custom puzzle is made especially for you using the photo you provide. Please review your photo, product selections, and shipping address carefully before placing your order.

Cancellations Within 12 Hours

You may cancel your order for a full refund by contacting us within 12 hours of placing your order.

Please include your order number and clearly state that you wish to cancel. The deadline is based on when you submit your cancellation request, even if our team responds later.

After 12 hours, your order is committed to production and cannot be canceled or refunded for a change of mind.

Custom Products and Returns

Because personalized puzzles are made to order and cannot be resold, we do not accept returns or exchanges for a change of mind, an incorrect product selection, or dissatisfaction with the photo you submitted.

Please do not return any item without contacting us first. Do not send your purchase to the manufacturer.

Photo Quality

The quality of your finished puzzle depends on the photo you upload. Dark, blurry, low-resolution, or heavily cropped photos may result in a darker or less detailed print.

Please choose a bright, clear, high-resolution photo and check the positioning of important details before ordering. We do not offer refunds or replacements for image-quality issues caused by the photo you supplied when the finished puzzle accurately reproduces that photo.

Damaged Defective Incorrect or Incomplete Orders

If your puzzle arrives damaged, has a manufacturing defect, is incorrect, or is missing pieces, please contact us promptly with your order number, a description of the issue, and photos where applicable.

We will review the problem and arrange an appropriate resolution,  including a replacement when applicable. The 12-hour cancellation deadline does not prevent you from reporting a problem with your order.

Incorrect Shipping Addresses

You are responsible for providing a complete and accurate shipping address at checkout. If you notice an error, contact us immediately. Address changes cannot be guaranteed once an order has been processed or shipped.

If delivery fails because of an incorrect or incomplete address supplied at checkout, a refund is not available. Additional charges may apply for reshipping or remaking your order. We will explain any applicable charges before proceeding.

Refund Processing

Approved refunds will be issued to your original payment method. We will notify you when your refund has been processed. The time it takes to appear in your account depends on your bank or payment provider.

If you have not received an approved refund contact us with your order number.

Contact Us

To request a cancellation or report an order issue, contact us through our website or email us at support@custompuzzleshop.com and include your order number.