Refund & Returns Policy

Last updated: 11/27/2025

Thank you for shopping at BuildThePuzzle.com. We want every customer to enjoy a smooth and positive shopping experience. Because all of our products are made-to-order using our manufacturing partner Printify, our refund and return process follows Printify’s official policies.

Please read the information below carefully so you know exactly how refunds, replacements, and shipping issues are handled.

1. Made-to-Order Production

All puzzles and products offered on BuildThePuzzle.com are print-on-demand, meaning they are created uniquely for you at the moment your order is placed. Because of this:

  • We do not accept returns or exchanges for products ordered in the wrong size, color, or design.
  • We cannot refund orders when a customer changes their mind after the product is made.

This is a standard rule across all print-on-demand services, including Printify.

2. Manufacturing Issues or Damaged Products

If your order arrives damaged, defective, or with a manufacturing error, we will happily offer a free replacement or a refund.

To qualify:

  • You must contact us within 30 days of product delivery.
  • A clear photo (or video) of the damaged or defective area is required.
  • If multiple items are affected, Printify requires a photo showing all products in one frame.

No need to return the damaged product.

How Refunds Work

Printify issues refunds to our merchant account. Once received, we process the refund back to your original payment method.

Note: If Printify processes a refund in a different currency than your payment method, the refund may go directly back to your original payment method instead of our internal balance.

3. Wrong Size, Color, or Customer Error

As part of Printify’s policy—which we follow—we cannot offer refunds or replacements if:

  • You selected the wrong color.
  • You selected the wrong size or piece count.
  • You changed your mind after ordering.

Because every product is unique and produced only once ordered, Printify does not restock or resell returned items.

4. Print Placement Tolerances

For DTG (direct-to-garment) and similar products, Printify allows a print placement tolerance of up to 0.5 inches. Minor variations within this range are not considered defects.

5. Lost Packages

If your package appears lost:

  1. Double-check the shipping address. Even one missing number or letter can cause delivery failure.
  2. Contact your local post office. Many lost packages end up being held locally and require pickup.

Once these two steps are completed, please reach out to us. If Printify determines the package was lost through no fault of your own, a free reprint will be offered.

6. Unsuccessful Delivery (Returned to Sender)

If the delivery fails due to an incorrect or incomplete address, the package may be returned to the facility.

You may choose:

  • Reprint with an additional charge (since Printify will create a brand-new product), or
  • A partial refund if available under Printify’s rules.

7. BuildThePuzzle & Printify Partnership

BuildThePuzzle.com uses Printify and its network of print providers to manufacture, print, and ship all puzzle products. While we handle all communication with our customers, final decisions regarding reprints, refunds, and product defects follow Printify’s official policies.

We will always advocate for our customers and help resolve any issues as quickly and fairly as possible.

8. How to Request a Refund or Replacement

To start a claim, contact us at:

Email: sales@buildthepuzzle.com
Subject line: Refund/Replacement Request

Please include:

  • Your order number
  • A clear description of the issue
  • Photos/videos of defects or damage
  • Photos of all affected items if more than one

9. Contact

If you have any questions about this Refund & Returns Policy, feel free to contact us at:

BuildThePuzzle.com
Email: sales@buildthepuzzle.com

This is a sample page.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.