Frequently Asked Questions

1. How can I contact you?
2. Are Your Products Safe?
3. Is the check out portion of this website secure?
4. What do I do if I am missing a piece of my puzzle or game?
5. Do I have to pay sales tax?
6. How do I get a catalog?
7. Can I order your products online if I live outside of the United States?
8. Wholesale Buyer Program

Answers...

1. How can I contact you?

   You can find MasterPieces contact information by clicking on the "Contact Us" menu at the top of the page. Retail distributors please contact your personal Sales Representative directly at 520-741-1315

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2. Are Your Products Safe?

   MasterPieces Puzzle Company's products receive thorough testing to ensure that safety issues, such as the toy industry's current lead based paint recalls, are avoided. We have each of our individual products tested for choking hazards, flammability, and possible toxic elements such as lead. If new safety procedure standards are set, we apply them. All of our products and packaging strictly follow the guidelines set forth by ASTM International, the world-wide recognized developer of standards. For a current status of test results on our products please visit the "Tests" page on this site.
   
   Please be assured that our company has done and will continue to do everything to make sure that our products are safe for children. According to the safety standards, paint used in products must have less than or equal to 600ppm (parts per million) of lead or it will fail the test. All of our products fall safely below this cut-off. Please let us know if you have any further concerns or questions. Thanks very much.

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3. Is the check out portion of this website secure?

   MasterPieces takes every precaution to protect our users' information. When users submit sensitive information via the website, your information is protected both online and off-line.

   When our registration/order process asks users to enter sensitive information (such as a credit card number), that information is encrypted and is protected with the best encryption software in the industry - SSL. While we use SSL encryption to protect sensitive information online, we also do everything in our power to protect user information off-line. All of our users' information, not just the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job (for example a billing clerk or a customer service representative) are granted access to secure customer information.

   If you would like to view the SSL certificate for our website click on the "My Account" link. This will take you to the log-in screen, which is secure. You will see a "Lock" either next to the address bar or in the bottom status bar in your browser. Click or Double click the lock to view the certificate.

   If you have any questions about security on this site please feel free to contact us.

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4. What do I do if I am missing a piece of my puzzle or game?

   We are very sorry to hear that you have experienced a problem with our product. Because no two puzzles are cut exactly the same it is impossible for us to send you individual replacement pieces. However, we will be happy to replace the puzzle you have purchased.
   
   In order to receive your replacement puzzle, you will need to remove and send the UPC barcode and item number from the box. If your item is in a tin please make a photo copy of the barcode. Send this information, along with your name, address and a brief description of the problem to:
   
   MasterPieces Puzzle Company
   Attn: Customer Service
   2843 W. MasterPieces Drive
   Tucson, AZ 85741
   
   We will make every attempt to send you the same puzzle that you purchased. However, should the product you purchased be something that we no longer manufacture, we will send you a similar title. We only ship within the United State. International countries please return item to the store for refund or exchange.

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5. Do I have to pay sales tax?

   If the product is shipped to an Indiana address, you will be charged the 7% Indiana sales tax on the item and the shipping. If the product is shipped to an Arizona address, you will be charged the 7.1% Arizona sales tax on the item and the shipping.

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6. How do I get a catalog?

   Unfourtunately we do not offer catalogs to private individuals. MasterPieces Puzzle Company is a wholesale company that sells products to thousands of retail outlets. Our success is a direct result of the hard work these stores put forth on a daily basis. If you are a MasterPiece puzzle distributor please contact your personal Sales Representative to recieve access to our downloadable 2010 Catalog and 2010 Order Form.

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7. Can I order your products online if I live outside of the United States?

   No, we currently only ship to addresses within the United States of America.

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8. Wholesale Buyer Program

   If you are interested in being one of our Wholesale buyers, fill out the Application Form. Once we recieve your Application and you are approved by MasterPieces Puzzle Company, you will be able to purchase products through the website at wholesale prices.

   If you already have a MasterPieces account, then it will take about 2 days for your Wholesale Buyer Account to be set up.

   If you are a new MasterPieces Customer, then a Sales Rep will get in contact with you to set up your account and take your first order.

   Click Here to apply for the Wholesale Buyer Program.

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