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Frequently Asked Questions

  1. How much does shipping cost?
  2. Do you offer discounted international shipping via Bongo?
  3. Are there any taxes?
  4. How can I contact The Puzzle House?
  5. Who is The Puzzle House?
  6. Will my personal information be kept confidential?
  7. What is your return policy?
  8. What is your missing piece policy?
  9. Can I request an e-mail restocking notification when a puzzle is listed as "temporarily out of stock"?
  10. Do you offer gift wrapping?
  11. Where do your jigsaw puzzles come from?
  12. When will my credit card be billed?
  13. Why was I billed for my free 500 piece puzzle?
  14. I think I was over billed, what should I do?
  15. Do you offer a printed catalog?
  16. When will my order be shipped?
  17. I tried to order online, but it said my cookies were off?
  18. Do you offer pre-made frames for jigsaw puzzles?
  19. What are average UPS Shipping Times?
  20. Can you ship to P.O. Box and APO addresses?
  21. Do you have wooden jigsaw puzzles from Optimago or Victory, or Special Wentworth wooden puzzles?
  22. How can I track my order?

How much does shipping Cost?

Continental USA: $9.99 First Puzzle, .99 cents each additional puzzle.

All orders over $149 in the Continental USA receive free shipping.

Alaska and Hawaii:
$16 first puzzle, $3 each additional puzzle

Please make sure to include all suite or apartment numbers in your address if applicable to insure prompt delivery.

International Orders: Shipping Costs will automatically be calculated for you when you order online with your credit card. If you wish to order by phone, fax or mail, please call 1-603-924-1000, fax 1-603-924-1606, or E-mail The Puzzle House for a quote. Include the size, name and number of puzzles you want to order. This is required so we can find you the cheapest shipping cost available. All international orders are shipped via UPS or the United States Post Office (depending on location).  

Due to new postal regulations, we can no longer ship orders to Europe to P.O. Boxes (a physical address is required). 

A special note for Canadian customers - additional taxes and/or brokerage fees (usually about 10%-20% of the order but sometimes greater) may be charged by the courier (UPS) for orders over $25. Please let us know if you want further information.

A phone number is also now required for all orders.

Please Note: All domestic orders in the continental USA are shipped promptly via UPS directly from our warehouse. UPS does not ship to P.O. Boxes, and additional charges may apply for all orders to shipped to P.O. Boxes via the USPS. We take pride in the fact that our shipping costs are so low. This is because we only charge our customers what it costs us to send you your jigsaw puzzles, whether in the USA, Canada or any other country. There are no hidden markups or annoying handling fees charged by The Puzzle House.

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Do you offer discounted international shipping via Bongo?

Yes.  Discounted International Shipping Now Available!

We have partnered with Bongo International to service our customers Worldwide!

Bongo International provides our customers with their very own US address. Once you have a US address, you will be able to make purchases with us as well as other US based online retailers. Bongo receives your purchases and logs them into their online system which you can use to view your items and consolidate them with multiple orders.  International customers can save up to 82% off typical international shipping rates by following these four easy steps:

Register with Bongo and receive a U.S. shipping address.
Enter the Bongo address as both your billing and shipping address.
Use the credit card that you have on file with Bongo as the payment method.
Once the order arrives at Bongo, log into your account to forward to your country.

If you have any questions, please feel free to contact Bongo through live chat or by e-mail. They will be glad to assist you.

Click on the Bongo logo in the corner to get started!

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Are there any taxes?

No. The Puzzle House is located in tax free New Hampshire so there is no sales tax. However, international customers are responsible for any taxes, tariffs or duties that their home country may charge directly, if applicable.

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How can I contact The Puzzle House?

If you have any questions about your order, or wish to speak to a customer service representative, please feel free to contact us.

E-Mail: customerservice@puzzlehouse.com
Phone:
1-877-924-6895 or 603-924-1000 (international)
Fax: 1-603-924-1606
Mail:
The Puzzle House
P.O. Box 616
Jaffrey, NH 03452
U.S.A.

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Who is The Puzzle House?

The Puzzle House is a retail jigsaw puzzle company located in Jaffrey, New Hampshire that specializes in fine art jigsaw puzzles. Since 1974 the Puzzle House has produced a retail jigsaw puzzle catalog. With over 30 years of experience in the jigsaw puzzle industry, The Puzzle House provides only the highest quality products and service to its customers. 

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Will my personal information be kept confidential?

Yes, any information that you send to The Puzzle House will be kept 100% confidential and will not be sold or given to anyone under any circumstance. Please take a look at our Privacy and Security Policy for more information.

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What is your return policy?

Our return policy is simple. Within 14 days of receipt of your order, you may return an unopened puzzle if you received the wrong item. We will credit your credit card for the cost of the return shipping and in exchange ship you the correct puzzle. We will only pay for ground shipping on the return, and will not pay for any express shipping. To return a puzzle, you must e-mail us and obtain a return identification number. Returns without an identification number will not be accepted.  If you want to return a puzzle for another reason note there may be a small restocking fee depending on the circumstances (we will let you know in advance).

Packaging Your Return
Please fill out our return form which you received with your order and send it along with the items being returned to:

Via UPS or Fedex:
The Puzzle House
Attn: Returns Department
426 Nutting Road
Jaffrey, NH 03452

Via the USPS:

The Puzzle House
Attn: Returns Department
P.O. Box 616
Jaffrey, NH 03452 

Please make sure to wrap the items being returned securely, and to include the original return form that came with your order, which contains your address on the opposite side, completely filled out.

Please Note: We are not able to accept returns for porta puzzles, jigsaw puzzle mats, or puzzle caddys due to their unique nature. We apologize in advance for any inconvenience this may cause you.

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What is your missing piece policy?

If your puzzle is missing a piece, please send us an e-mail advising us of the situation and we will inform you of the process to obtain the missing piece from the manufacturer (if possible).  This is necessary because each  puzzle manufacturer has a different policy.

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Request e-mail notification for out of stock puzzle.

If we have a puzzle listed as temporarily out of stock, you can request a free e-mail restocking notification to be sent to you as soon as the puzzle is available.  Lots of the puzzles we carry sell quickly, and are imported from other countries, so it is often very difficult to keep them constantly in stock and to know exactly when they will become available again.  Therefore, if you ever see a puzzle listed as out stock that you are interested in buying, just send us an e-mail and we will be happy to let you know via e-mail as soon as it is available.  Go to our feedback/question page to request a free notification, just make sure to let us know the particular puzzle you are interested in.

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Do you offer gift wrapping?

No. We no longer offer gift wrapping.  We apologize for any inconvenience this may cause you.

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Where do your puzzles come from?

The Puzzle House has searched the globe to bring its customers only the finest jigsaw puzzles. We import puzzles from Canada, France, Spain, Germany and England. We also sells puzzles made in the USA.

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When will my credit card be billed?

Your credit card will be billed at the time your order is placed. Any adjustments (such as credits for discounts or free puzzles) will be made prior to your order being shipped and will appear as a credit on your credit card statement.

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Why was I billed for my free 500 piece puzzle?

When you order 5 puzzles, you will receive a free 500 piece Battle Road Press puzzle of your choice (not including shipping). If you order online, it will appear as if you are being charged for the free 500 piece Battle Road Press puzzle. However, when we actually bill your credit card, you will only be billed for the first five puzzles. When you receive you credit card statement, you will only be charged for the shipping for the sixth puzzle. If once you receive your credit card statement, you believe that you have been erroneously billed, please send us an e-mail describing the situation, along with your order conformation number, the puzzles you ordered, and your name, and we will immediately credit your account.

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I think I was over billed, what should I do?

If for any reason you feel that your credit card has been overcharged, please send us an e-mail describing the situation, along with your order conformation number, the puzzles you ordered, and your name. We take pride in the fact that our ordering procedures are so safe. However, mistakes do rarely happen. If you have been over billed, your credit account will be immediately credited.

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Do you offer a printed catalog?

No.  We no longer offer a printed catalog.  All of the puzzles we offer are listed on the Puzzle House website.  You can still order via snail mail by printing out our order form and mailing it to us with a check or money order.

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When will my order be shipped?

Most orders are shipped between 24-72 hours from the time they are received, and take 4-10 business days to arrive depending on where you live in the USA.  International orders take 2-4 weeks on average to arrive. If for any reason an order will take longer to ship than normal, you will automatically be notified via e-mail.

All orders are shipped directly from our warehouse in Jaffrey, New Hampshire. We do not "drop ship" any orders.

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I tried to order online, but it said my cookies were off?

To shop online at The Puzzle House you need to have all cookies enabled. Cookies are tiny text files stored on your computer when you visit certain web pages. We only use cookies to keep track of what you have in your shopping cart. Cookies cannot harm your computer and do not contain any personal or private information.

How to enable cookies:
(If you do not know your browser version, click on help and then click the about option) 

Microsoft Internet Explorer 5.0
Select Tools -> Internet Options and click on the "Security" tab.
The default selection, "Medium", supports cookies, but you can click on the "Custom Level" button to check. Scroll down until you see the word "Cookies" and verify that the radio button next to "Enable" is selected in both options. 

Microsoft Internet Explorer 4.0
On a PC:
Select View -> Internet Options and click on the "Advanced" tab. 
Scroll down until you see the word "Cookies" and verify that the circle next to "Always accept cookies" is selected. 
On a Macintosh:
Select Edit -> Preferences. 
Scroll down until you see "Cookies" under Receiving Files. Make sure that "Never Ask" is selected. 

Microsoft Internet Explorer 3.0
Choose View -> Options and click on the "Advanced" tab. 
Make sure that "Warn before accepting a cookie" is unchecked. 

Netscape Communicator 4.0
Choose Edit -> Preferences and click on the "Advanced" option. 
Select the radio button next to "Accept all cookies" and click "OK". 

Netscape Navigator 3.0
Open "Network Preferences" under Options. 
Click on the "Protocols" tab and ensure that the box next to "Accepting A Cookie" is unchecked. 

All other browsers:
Please consult your documentation or online help files. 

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Do you offer pre-made frames for jigsaw puzzles?

No. We do not offer pre-made frames for jigsaw puzzles. We suggest that you avoid pre-made puzzle frames, as their quality is usually very poor. That is why we do not sell them. The best thing to do, if you want a frame to come out nicely, is to go to a local frame store and pick out a frame there, or
have your completed jigsaw puzzle custom framed. It is best to buy the frame at a local store, so you can make sure the puzzle fits properly. We strongly suggest that you do not buy them online, as in contrast to jigsaw puzzles, with frames the devil is always in the details in order for it to come out right.

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What are average UPS Shipping Times?

Once your order has shipped, the chart below shows how many business days your order will take to arrive on average via UPS. All orders in the continental USA (excluding PO Boxes and APO addresses) are sent via UPS. All other orders are sent via the USPS. If you have any specific concerns/questions, please send us an e-mail and we will be happy to help.

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Can you ship to P.O. Box and APO addresses?

Yes. Just place your order online, or via phone, fax or mail, and we can ship via the United States Postal Service to all P.O. Box and APO addresses. Please allow 1-3 extra days for delivery for all orders sent via the USPS.

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Do you have any wooden puzzles from Optimago or Victory, or special Wentworth wooden puzzles?

We no longer have any Optimago and Victory puzzles.

However, we do have a limited number of special Wentworth wooden puzzles that were not produced in quantity and can only be purchased through The Puzzle House.  If you are interested just send us an email.

We can also special order most Wentworth puzzles in 1500 pieces (22.4 in x  31.8 in) - if you are interested just send us an email and we can provide you with details.

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How Can I Track My Order?

You can track your order by clicking on the link below - note that only orders shipped to the 48 contiguous states can be tracked (international orders can not be tracked online).

Track My Order

If you need help tracking your order please click on the link below.

Help Tracking My Order

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