| |
Frequently Asked Questions
How much does shipping cost?
Are there any
taxes?
How can I contact The Puzzle House?
Who
is The Puzzle House?
Will my personal information
be kept confidential?
What is your return policy?
What is your missing piece policy?
Can I request
an e-mail restocking notification when a puzzle is
listed as "temporarily out of
stock"?
Do you
offer gift wrapping?
Where do your jigsaw puzzles
come from?
When will my credit card be billed?
I
think I was over billed, what should I do?
Do you
offer a printed catalog?
When will my order be
shipped?
I tried to order online, but it said my
cookies were off?
Do you offer pre-made frames
for jigsaw puzzles?
What are average UPS Shipping
Times?
Can you ship to P.O. Box and APO
addresses?
Do you have wooden jigsaw puzzles from
Optimago or Victory, or Special Wentworth wooden
puzzles?
How can I track my order? |
|
How much does
shipping Cost?
Continental USA: $10.99 First
Puzzle, 1.50 cents each additional puzzle.
All
orders over $149 in the Continental USA receive free
shipping.
Alaska and Hawaii:
Additional shipping charge apply based on the weight
and number of puzzles ordered
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 or the USPS directly from our warehouse. All P.O. Box orders are shipped 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.
Back to Top |
|
| |
|
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.
Back to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
Do you offer
gift wrapping?
No. We no longer offer gift wrapping.
We apologize for any inconvenience this may cause
you.
Back to Top |
|
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 sell puzzles made in the USA.
Back to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
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.
Back
to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
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.
Back to Top |
|
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
Track My Order
If you need help tracking your order please
click on the link below.
Help Tracking My
Order
Back to Top |
| |
