Refund policy
The Puzzle Center
Returns
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return. Puzzle Tables and other furniture have a 30-day return policy.
To be eligible for a return, your item must be in new, unopened condition — the same condition that you received it — in the original box, and in its original sealed shrink wrap or taped edges and bagged puzzle.
To start a return, you can access the return request by signing into your account at The Puzzle Center and selecting the option to request a return on the product listed in your account that you wish to return. Alternatively, you may contact us at hello@thepuzzlecenter.com or click on the chat bubble on our website and send us your name and order number. If your return is accepted, we'll send you a Return Authorization (RMA) number, which must be included on the box when it is returned, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return and an approved RMA will not be accepted.
We only accept postage-paid returns, unless other arrangements are made due to damaged products.
You can always contact us for any return questions at hello@thepuzzlecenter.com or use the chat on our website.
Order Cancellations & Pre-Orders
All credit cards are charged at the time of purchase. If you need to cancel an order or pre-order, please contact us as soon as possible at hello@thepuzzlecenter.com or via the chat bubble on our website.
Cancellations will receive a refund of your full purchase amount minus a 5% processing fee, which covers the non-recoverable credit card transaction costs we incur for both the original charge and the refund. If you would prefer your refund as store credit, we will refund 100% of the purchase amount with no fee deducted.
Refund Options
For returns due to a change of mind, or for any reason other than a damaged or defective product, you have two options:
- Store credit: We will refund 100% of the product value as store credit with no fees deducted.
- Original payment method refund: We will refund your original payment method minus a 5% processing fee, which covers the non-recoverable credit card transaction costs we incur for both the original charge and the refund.
Returns due to damaged or defective products are not subject to the 5% processing fee. Once we have confirmed the damage, we will work with you on a resolution, which may include a full refund to your original payment method, store credit, or a replacement. See the Damages to Products section below.
International Orders
We do not accept returns from customers outside of the United States. All international sales are considered final. We strongly encourage international customers to review product details carefully before purchasing.
For international customers who receive a damaged or defective item, please contact us at hello@thepuzzlecenter.com with your order number and photos of the damage within 5 days of delivery. We will work with you on a case-by-case basis to find a resolution, which may include a store credit or replacement depending on the circumstances.
Puzzle Tables & Furniture Returns
Puzzle Tables and other furniture are shipped directly from our supplier and are subject to the following return conditions:
- Returns must be requested within 30 days of delivery.
- Items must be in their original condition and packaging, unassembled and unused.
- Furniture returns are processed through the supplier. Once your return request is approved, we will provide you with instructions on how and where to return the item, which may differ from our standard return address.
- Return shipping costs for furniture are the responsibility of the customer, unless the item arrived damaged or defective.
- We only accept postage-paid returns unless other arrangements are made due to a damaged or defective product.
To initiate a furniture return, please contact us at hello@thepuzzlecenter.com or via the chat bubble with your order number, and we will coordinate with the supplier on your behalf.
Damages to Products
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and work out a solution with you.
For jigsaw puzzles and puzzle supplies: If your order is damaged during shipping, please take photos of both the damaged item and the shipping box — including all sides of the box — and contact us within 5 days of delivery. Photos of the shipping box are required for carrier claims even if the box does not appear damaged on the outside. All shipments from our warehouse are insured for the full value of the order contents, so please don't hesitate to reach out. After 5 days, we may not be able to file a claim or issue a refund.
For Puzzle Tables and furniture: Damage claims are handled according to the supplier's policy. Please inspect your item carefully upon delivery and contact us within 5 days if there is any damage. We will work with the supplier on your behalf to reach a resolution. Due to the nature of freight shipping, we strongly recommend noting any visible damage on the delivery receipt at the time of delivery.
In the event that any order arrives damaged, please email us as soon as possible at hello@thepuzzlecenter.com or use the chat bubble with your order number and a photo of the item's condition. We address these on a case-by-case basis and will do our best to work towards a solution.
Missing Pieces
At The Puzzle Center, we know how satisfying it is to place that final piece — and how frustrating it can be when one seems to be missing. While most missing pieces are simply misplaced, we're here to help if something truly is wrong.
Step 1: Pause and Take a Look Around
Before reaching out, please take a few moments to:
- Fully complete the puzzle using all available pieces.
- Carefully check the area where you've been puzzling — under furniture, in between cushions, on clothing, or under the table edge.
- Check inside the box, between pages if you use a puzzle mat, and around any pets or kids who may have "borrowed" a piece.
- Give it a little time. Many puzzlers find the "missing" piece after stepping away for a day or two.
Step 2: If You Still Can't Find It
If your puzzle was purchased from The Puzzle Center within the last 6 months, and it was not marked as Damaged, Final Sale, or Non-returnable, we'll do our best to assist.
Please email us at hello@thepuzzlecenter.com with:
- Your order number from The Puzzle Center.
- A clear photo of the fully assembled puzzle showing the missing space.
If the puzzle was not purchased through our store, we kindly ask that you reach out to the original seller or manufacturer directly.
For U.S. customers: We will contact the manufacturer on your behalf to ask about next steps. Depending on their policy, this may include a replacement puzzle bag, a full replacement puzzle, or instructions for you to contact them directly. Please allow up to 2 weeks for a response.
For international customers: We are happy to assist with missing piece inquiries. However, please be aware that if a replacement piece requires shipping, all shipping fees, duties, and applicable taxes are the responsibility of the customer. We will notify you of any costs before proceeding so you can decide how you'd like to move forward.
A Note About Replacement Pieces
While we'll advocate on your behalf, many puzzle brands are not able to replace individual pieces due to the way puzzles are manufactured. When possible, manufacturers may offer a replacement puzzle or other form of support.
If you do happen to find the missing piece later (which happens more than you might think!), we'd love to hear about it.
Thank you for being part of The Puzzle Center community — and happy puzzling.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including custom or customized products and special orders. Please get in touch if you have questions or concerns about your specific item.
We cannot accept returns on clearance sale items, which will be specifically noted as non-returnable in the product description, or on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
Shipment Returns
Incorrect Address: We are not responsible for orders that were delivered to an incorrect mailing address that you provided at checkout. If your package is misdelivered due to an address error, we will work with the carrier to attempt to locate and correct the shipment, but in some cases we are simply unable to recover the package. If the shipment is returned to us, we will issue store credit for the order amount minus the original outbound shipping fees and any return shipping fees charged to us by the carrier.
Refused or Undeliverable Shipments: If your shipment is returned to us due to a refused delivery or other shipping issue, we will issue store credit for your order minus the original shipping fees and any return shipping fees charged to us by the carrier.
Porch Piracy & Carrier-Confirmed Deliveries: We are not responsible for packages lost to theft after delivery. If the carrier confirms that your order was delivered to the address provided, no reimbursement will be made. We recommend requiring a signature at delivery or shipping to a secure location if theft is a concern in your area. Please contact your local carrier or file a police report if you believe your package was stolen after delivery.
Refunds
We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we've approved your return, please contact us at hello@thepuzzlecenter.com.
We reserve the right to deduct outbound shipping costs from refunds and to limit or decline return privileges for accounts with a pattern of excessive returns.
Last updated: June 2026
