Questions
The things puzzlers most often write to us about.
How do I know what size board or mat I need?
Use the piece count guide on our home page. As a rule, a 1,000-piece puzzle finishes around 20 × 27 inches, so you want a surface of at least 26 × 34 inches. Every product page also states the largest puzzle it fits.
Will a roll-up mat damage my puzzle?
No. The felt holds pieces by light friction, and rolling around a generous tube keeps the curve gentle. Very large puzzles should be rolled with the picture facing outward and unrolled slowly; a few edge pieces may shift, but the body of the puzzle stays together.
Glue or saver sheets — which should I choose?
Glue gives a sealed, slightly satin surface and works well for framing. Saver sheets are mess-free and fast, and suit puzzles you plan to hang without glazing. If you are unsure, the Conservator's Kit has everything for the glue route.
Will your frames fit puzzles from other makers?
Our frames are cut to the most common sizes: 15 × 21 in for 500 pieces, 20 × 27 in for 1,000, and 27 × 39 in for 2,000. Puzzle sizes vary by maker, so measure your finished puzzle first. Smaller puzzles can be matted out with the included mat board strips.
What if my puzzle is missing a piece?
For puzzles bought from us, write within 60 days with the puzzle name and a photo of the gap. Where we can source a replacement piece we will post it free; where we cannot, we will refund the puzzle.
How long does shipping take?
Orders leave our warehouse within 2 business days. Standard ground delivery to the contiguous US then takes 3–7 business days. Full details are on our shipping policy.
Do you ship outside the United States?
Not yet. We currently ship to addresses in the 50 states, Washington D.C., and APO/FPO addresses.
Can I send something as a gift?
Yes. Add a gift note in your basket and we will hand-write it on a card and leave prices off the packing slip.
How do returns work?
Unused accessories and sealed puzzles can be returned within 30 days of delivery for a full refund. See the refund and return policy for the details.
Didn't find your answer? Write to us — we enjoy the questions.