Frequently Asked Questions
Our puzzles are proudly manufactured in the United States! We take pride in the fact that our puzzles are printed, cut, and boxed in the United States. This means we can assure you that our puzzles are quality products made for you locally by people making a living wage.
We take pride in producing most of our products in the United States, including our puzzles, playing cards, and tote bags. However, please note that our mugs are currently manufactured in China.
Several of our puzzles feature vintage artwork or images sourced from various mediums, which may retain the brushstrokes and textures from the original medium. However, when we scale these images to fit our puzzle sizes, the resolution may not be as sharp or clear as it would be in the original size.
In an effort to reduce paper usage and comply with licensing agreements, we have made the decision to not include posters for reference in many of our puzzles. However, some of our larger puzzles that contain intricate details may come with posters. Additionally, based on feedback from our customers, we have redesigned the puzzle boxes to ensure that any graphics on the box do not obstruct the puzzle imagery.
If you see a product on our website that is Sold Out, we plan to have more of this product back in stock as soon as possible. If you’d like to be notified, on our website, please click on the sold-out item and then click “email when available.” If you do not see a product on our website, it is no longer available.
If you place an order on our EU website, your products will be shipped from our European warehouse. Please note that the availability of our products on the North American site does not necessarily reflect their availability on the EU site. Additionally, please be aware that due to certain licensing agreements, we are not authorized to sell certain collections in Europe.
We appreciate your enthusiasm for our puzzles in the EU! Please note that it may take a few weeks for new puzzles to become available on the EU website, as they are shipped from the US. Thank you for your patience and understanding.
We’re sorry to hear about your puzzle problem. Please reach out to firstname.lastname@example.org so we can sort this out!
In case you happen to find duplicate puzzle pieces in your box, there is no need to return them to us or contact us.
Yes, we are able to make custom puzzles for small companies and organizations. For more information on puzzle sizes and minimum quantities, click here.
We are always on the lookout for artists to work with! If you feel that your artwork would make a great puzzle, feel free to contact email@example.com. If interested we will reach out to you.
Ordering & Payment
You are not able to use a discount code and redeem Piece-by-Piece rewards.
To use a promo code, please enter the designated code at checkout and before paying.
Orders can be modified or canceled before they are processed. Please contact us ASAP for orders that may need to be modified or canceled. Once your item ships, it cannot be modified or canceled.
Please email to request a return or exchange.
To be eligible for a return or exchange, your item must still be shrink-wrapped (if applicable) and unopened. For more information, please click here.
We are pleased to offer shipping to customers within the United States and Canada through our website newyorkpuzzlecompany.com. For our international customers, we invite you to visit our EU website newyorkpuzzlecompany.eu to explore shipping options in your region.
Most orders are processed in 1-2 business days after you receive your order confirmation email and are shipped from our warehouse in Indianapolis, IN. You will receive another notification when your order has shipped with tracking information.
If you haven’t received your order tracking information within 2 days, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you.
You can find our puzzles at retail stores throughout the United States, Canada, and internationally. To find a store near you that carries our puzzles, mugs, and more please use our store locator tool.
Please note: Our system is unable to access individual store stock levels. We encourage you to contact the store you are interested in visiting before going to that location to inquire about what New York Puzzle Company items they may have available.
Use this text to answer questions in as much detail as possible for your customers.
If you are having issues logging in, use the ‘Forgot Password” link to reset your account password.
To check the status of your Piece-by-Piece Points, please log in to your account.
Piece-by-Piece Rewards are accumulated with every purchase. You must be signed into your account at the time of purchase to earn points. For every $1 you spend, you will receive 1 Piece-by-Piece Point. You can also gain more points by liking us on Facebook, following us on Instagram, or celebrating your birthday! For every 20 Piece-by-Piece Points, you can get $1 off of your purchase!
Once you are signed onto your account, follow these steps:
- Click on the blue oval on the lower-left corner (a "gift" icon and the words "Piece By Piece Rewards"). A larger window will open - choose "Ways to redeem."
- Click "Redeem."
- Use your cursor/mouse pointer to slide the blue "ball" to the right. This will allow you to choose the number of points and discounts. Click "Redeem."
- You will be presented with a code - click "Apply Code." The code will automatically be saved to your "clipboard."
- Close the pop-up window.
- Choose your products as you normally would. At checkout, your reward points will be applied to your order total.
- Fill out any other required shipping/billing information and complete your order.