Frequently Asked Questions

 How do I know if a product is available?
We try to make it easy for you and generally only show you products that we have available unless they just recently sold out.
In very few cases it occurs that we cannot deliver a product shown as available. We however do our best to avoid those cases.

 How old do I have to be to place an order through PuzzleMode Online-Shop?
At the time of ordering, you must be at least 18 years of age to place an order through PuzzleMode Online Shop.

Is there a minimum order value?
There is no minimum value for orders in our Online-Shop.
What payment methods are available?
PuzzleMode accepts the following credit cards for payment: VISA, MasterCard, American Express, and DISCOVER. Along with PayPal and Stripe

 When will I be charged for the invoice amount?
Your credit card will be charged with the full amount once your order has shipped.
Shipping and Delivery
Where is my order?
After your order is received within 48 hours you will be emailed the tracking number for your order so you will be able to track it anytime.
With the Custom Photo Puzzles the tracking number may take just slightly longer to receive. You can track your order here.
When will I receive my order?
With the exception of our PuzzleMode Custom Photo Puzzles, we offer you multiple shipping options to meet your needs:
  • Standard Shipping (estimated delivery within 2-6 business days)
  • Standard Shipping with Insurance (estimated delivery within 2-6 business days)
  • PuzzleMode Custom Photo Puzzles will arrive within 12-16 business days.

What are the charges for shipping?
Standard Shipping is offered at a flat fee of $5.99.
Standard shipping for Custom Photo Puzzle orders is offered at a flat rate of $12. We do not offer Expedited Shipping for Custom Photo Puzzles due to their customized nature.

All charges are determined at the time of order. The shipping costs will be calculated and displayed before you complete your order.

Can I consolidate orders from several dates to save in shipping?
We always try to optimize the shipping process of your orders, but due to the complexity of our logistics this is not always possible.
Unfortunately, we cannot combine orders for Custom Photo Puzzles with standard orders. They must be shipped separately.

For other questions regarding shipping and delivery, please see our Shipping and Delivery Policy.
Returns and Replacement
What type of warranty does PuzzleMode offer?
PuzzleMode offers a 15 day warranty for all products offered in our Online-Shop.

Do we allow returns?
Yes, PuzzleMode does allow returns. For more information, please see our Return Policy. Please note that due to their nature, customized/personalized items, such as Custom Photo Puzzles, cannot be returned unless defective or damaged during shipment.

How are refunds processed?
You can request a refund for an item within fifteen (15) days of receipt. The 15-day limitation period does not apply to requests for refunds concerning items with a manufacturing defect. If a refund is issued, the purchase price of the item plus applicable sales tax will be credited. We will refund your delivery charges and the return shipping fee if the item for which you have requested a refund has a manufacturing defect or was damaged during shipment. All eligible refunds are made to the original form of payment. We cannot issue a refund to gift recipients; however, you may request a replacement if the item has a manufacturing defector was damaged during shipment.

I have a damaged or defective item. What can I do?
We will accept items with a manufacturing defect or items that were damaged during shipment for full refund or replacement within 15 days of receipt.

For other questions regarding returns or replacements, please see our Return Policy or Contact Us.
Photo Puzzles
What should I consider when choosing a photo for my Photo Puzzle?
The quality of your Custom Photo Puzzle very strongly depends on the image quality of your photo. The resolution of your image must be at least 150 dpi.

After the image upload, our Photo Puzzle Designer will indicate the resolution of your image through stars. If the resolution of your uploaded image is not sufficient for the selected puzzle size, you won't be able to proceed with the design process. In this case, please choose a different format or upload a new image with a higher resolution.

You should also ensure that your image is not blurry or out of focus since these conditions have a negative effect on the quality of your puzzle. To help you get the best results for your Custom Photo Puzzle, we have put together a few tips:
  • Make sure that your image has as many different colors as possible.
  • Bright and light colors are easier to make into a puzzle than dark, flat colors.
  • Sharp contours are important, even in the background. That way you can find the correct pieces more quickly.
  • The more details your photo shows, the easier it will be to piece the puzzle together. For example, a large area of blue sky demands a lot of patience in finding the correct pieces.

Can I resize an existing photo to better fit the required pixel amount for my puzzle?
Yes, for Windows PC, you can resize your image in the "Paint" application by right-clicking the image and selecting "Open with" => "Paint".
  1. Once in Paint, in the image group on the home tab, click Resize.
  2. In the Resize and Skew dialog box, be sure that "Maintain aspect ratio" is checked so that the resized picture will have the same aspect ratio as the original.
  3. To resize the picture to a specific size, click Pixels, and then enter a new value in the Horizontal or Vertical box based on the table above. The appropriate vertical/horizontal pixel amount will automatically update.
  4. Save the resized image before uploading into the Custom Photo Uploader.
Please note: This can only be successfully done without jeopardizing quality if the image is at least 150 dpi in resolution.

What data formats can I upload?
Please use a photo in JPEG format. You can recognize a photo file in JPEG format by the file extension .jpg or .jpeg. The size of the file should be no less than 3MB and no larger than 19MB. The image may end up slightly darker or lighter depending on the total layout of the image.

Can I upload any picture?
In order to create a Custom Photo Puzzle from your image, you must own the required rights to the image. PuzzleMode reserves the right to refuse projects if the pictures or picture files that are sent do not match the technical requirements noted here, or if they violate or otherwise contain content not in accordance with the PuzzleMode brand image, or if they violate the rights of third parties, or if they violate legal regulations. You can find further details in our Terms of Use.

Can I crop the picture after uploading it?
Yes. After you have uploaded the file, you can select a portion of the image that should be seen on your puzzle. In this process, you can move, enlarge, or reduce the section as you wish. When selecting a section, make sure that no important details of your photo are directly on the edge. These may be lost in the manufacturing process of your puzzle.

 What is the size of my Photo Puzzle?
  • 285 pieces: approx 12" x 16.5"
  • 500 pieces: approx 18" x 24"
  • 1000 pieces: approx 19.75" x 28"

How long does it take to produce and ship my Custom Photo Puzzle?
Photo Puzzles take 12-16 business days to produce and ship.

How can I check the status of my order?
You can Track Your Puzzle here. If you experience delays, feel free to Contact Us.

Can I have my order delivered to a different address?
During the ordering process you will have the opportunity to enter a delivery address different from the billing address.

Can I still make changes after submitting my order?
We're processing all orders immediately after receipt and therefore no changes are possible after your order was placed.

Can I cancel my order or return the puzzle?
PuzzleMode Custom Photo Puzzles are custom made according to your specifications and tailored to your personal needs. That is why we cannot accept cancellations or returns for Photo Puzzles, unless defective or damaged during shipment.