Frequently Asked Questions:
How long will it take to process an order?
Generally, orders are processed within 1-7 business days and shipped within 7 business day of processing. This time may vary during any Holiday or at various times during the year, such as Graduation time, etc... We will attempt to accommodate URGENT orders, simply contact us and we will do our best to help you. It's best to send us a high resolution photo that is print ready to avoid delay with your order. Please see the recommended resolution and sizes on the product page.
How do you ship?
We send our puzzles out either USPS First Class Mail or USPS Priority mail with tracking. If you order in bulk we ship via USPS Ground.
Shipping times are generally 1-7 business days within the Continental United States, depending on time of year. Please check the shipping times with www.USPS.com, as we mail from New Jersey. Our company is very confident in the USPS system and we have had much success shipping with the USPS. We are not responsible for delivery times, as we do not drive the mail truck but we will do everything within our power to assure you fast delivery! We are also not responsible for lost or damaged packages, so please be sure to include the proper address. Shipping for returned puzzles due to the incorrect addresses is the responsibility of the customer, so please be sure that you have the proper address. We reserve the right to ask for additional shipping charges to resend a puzzle that was incorrectly/improperly addressed.
For International orders, we ship USPS First Class International Mail without tracking--please see below for more information on International Orders. Please feel free to ask questions prior to ordering, as we do not accept returns on items. It is important to note that undeliverable packages or packages that go unclaimed by the customer will not be refunded. We reserve the right to charge for additional shipping should your package return to us. We also reserve the right to refuse returns. Any package sent back to us without express written permission will result in it being treated as abandoned property. PLEASE see international shipping information prior to ordering.
Can I ship my puzzle to another address?
Absolutely. You will be able to ship to another address during the checkout process. Please enter the proper address, as we are not responsible for lost items due to incorrect addresses. Please see above for more information.
How do I order online?
When you order online you will place items in your cart. You can continue shopping after each item that you are purchasing is added to your cart. When you have finished your selections, you will proceed to the Cart. Here, you can make adjustments to your order. You will then be directed to login and enter your information so that we can process your order. Please provide a valid email address and an optional phone number to prevent any delays in your order.
You will have an opportunity to view your order again where you can select shipping and an address for your order to go to. You can select your payment option and proceed with your order. You will upload your photo's at the time of ordering.
How do I know when you receive my order?
You will receive an automatic email after your order has been placed with your order number and invoice. We require a valid email so that you receive this information and can contact you with any difficulties with your photo submission or order. It's important to note that some email services may screen emails and our confirmation email may go to you SPAM folder. Please add us to your address book to avoid this.
Upload and Photo Suggestions
We prefer JPEG (.jpg) files for your uploads. The minimum resolution for your files should be 150 dpi (dots per inch) and maximum 300 dpi. We do not recommend any cell phone pictures for puzzles that are larger than our 8x10". Cell phones take pictures that are the size of a postage stamp with low resolution. Remember, the larger your puzzle is, the higher the resolution should be. Your digital camera should be 7MP or higher for the best resolution. Please see the photo submission recommendations on each personalized custom photo puzzle page. Colorful photos make the best puzzles. We print on a professional grade matte paper with professional grade printers. We encourage you to send us bright colored photos for best results. Similarly colored photos will be difficult to assemble as our puzzle pieces are similar in shape and size but are not exact. Please choose photos that are colorful and have patterns for best results.
Scanned Photo Suggestions
If you are scanning a photo, please remember to clean both the photograph and the scanner prior to scanning your images. This will avoid unwanted "flying saucers" in the photograph. We cannot fix scanning errors. If your scanned pictures do not conform to size, we will either crop the photo for size or ask that you add a border to conform to the size. Should we be unable to reach you, we will print whatever is sent. We do not provide layout work with our puzzles and print what we receive, as the expectation is that you are sending a print ready photo. Wide angle photos are automatically cropped by our machine, so please add a border or edit the photo prior to sending your photo. Remember, please save the images as JPEG (.jpg) when scanning.
Wide Angle Photographs
It should be noted that wide angle photographs may be cropped to fit into our puzzles. We will not crop out People if possible, but this may add a white border to the top and bottom of the photograph. If you submit a wide angle photograph and would not like your photo cropped, please indicate this during ordering. This MUST be indicated at ordering. We strongly suggest that you crop or alter the photo in the manner that you want prior to sending it to us.
We print what is sent to us, and the machine automatically crops images to conform to the sizes of the puzzles. We strongly recommend that you crop and size your image to the requirements prior to purchase.
Information on Options
White Backing: The "regular" backing on our puzzle board is a light gray color. We purchase a specialized board that is thicker than most and features a lighter color. The board is 100% recycled board. We provide the opportunity, on some of our puzzles, to add a white backing for an additional fee. This backing is a white coating that is applied on the back of the board.
While we cannot number all of our puzzle offerings, we can number some. If available, we hand number our puzzles on the back and in the bottom right-hand corner. We use several different writing utensils to achieve this. We will number most puzzles in pencil, in the bottom right-hand corner with the numbers facing you. We may number puzzles in pen if they have the optional white backing, or if you have ordered multiple puzzles so you can differentiate between the puzzles. Which writing utensil is completely up to The Missing Piece Puzzle Company, LLC's choice.
What To Write On The Puzzle With:
We recommend that on a standard puzzle, with the exception of our Cowboy Boot Puzzle, with a natural backing that you write with a medium ball point pen (sold separately). We recommend either medium ball point pens or Sharpie Markers (sold separately) for our puzzles that have a white coating, either front or back. On our Boot puzzle, we recommend a medium ball point pen, as the covering is vinyl. Contact us prior to ordering for recommendations.
Sales tax is collected for orders in New Jersey at 7%.
We collect postage that simply covers our cost of shipping and handling from the United States via USPS First Class International Mail. We DO NOT collect for any other duties or fees. All customs duty fees and taxes are the responsibility of the buyer. Customs duties, taxes, VAT, brokerage fees, or tariffs could be applied to your package at the discretion of your local customs officers or post office and we have absolutely not control over this, nor do we know how much will be collected from you. We also do not have any control over customs or the packages that they may randomly inspect, and cannot guarantee that your puzzle will or will not be subject to searches through customs. We can tell you that our puzzles that we ship no more likely to be inspected than any other package...
Please feel free to ask questions prior to ordering, as we do not accept returns on items. It is important to note that undeliverable packages or packages that go unclaimed by the customer will not be refunded. We reserve the right to charge for additional shipping should your package return to us. We also reserve the right to refuse returns. Any package sent back to us without express written permission will result in it being treated as abandoned property. PLEASE see international shipping information prior to ordering.
Due to the personalized nature of our business and our products, we do not accept returns on our items. Simply stated, we cannot resell your family photographs! Please be sure to adhere to the requirements of photo uploads and suggested photo choice. Please email us prior to ordering if you have any questions and we will be happy to help. Be sure to assemble your puzzle and have photos ready for us when asking questions, as this helps us to answer any questions you may have. If you have concerns regarding your puzzle, please notify us within 5 business days of receipt of the puzzle and we will try to address your concerns.
We sell Blank White Puzzles for special events and each puzzle is made at the time of order. We cannot reshelve these puzzles and do not accept returns. Once the puzzle leaves our facility it is rendered as a USED item and will not be accepted for return or exchange. Please be sure to review all information prior to ordering.
We love to talk, so if you have any additional questions please feel free contact us through the Contact Form. We will promptly reply. Thanks so much in advance!
The Missing Piece Puzzle Company, LLC