Q: What do I do if I am missing a piece of my puzzle?
A: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 with a similar puzzle.
In order to receive your replacement puzzle, you will need to have the physical product box and fill out information at our Quality Support Form https://www.masterpiecesinc.com/quality-missing-piece/
We only ship within the United States. International countries please return item to the store for refund or exchange.
Q: I am missing part of my order. Where is it?
A:We apologize for the delay. As for our frames, they come pre-packaged and ship separately of other items you may have ordered. There is a chance it may have been separated and delayed. Please allow a couple of extra days for the frame to arrive.
Q: Refunds and Returns?
A:Item(s) can be returned if it is in its original packaging, unopened, and at customer’s expense. A refund will not be honored without the return of the item in sellable condition.
Customer must ship item(s) to:
Please email “returning” box tracking information to email@example.com. Once item(s) has delivered to our 3rd party shipper it will be reviewed for sellable condition and a refund will be decided at that time. A returned item(s) damaged, opened/used or lost will not be returned to the customer or the account refunded.
Q: Could you replace missing components from craft kits or games?
A:We apologize for this we do our very best to ensure quality and accuracy of your craft kit or game. We would be happy to provide you with whatever defective or missing components you may need to enjoy your craft kit or game. Please email us at: firstname.lastname@example.org . Provide a brief description of the problem and include your address so that we can send you replacement components of your product. We only ship within the United State. International countries please return item to the store for refund or exchange.
Q: I received something other than what I ordered.
A:We appreciate you taking the time to inform us. We, at MasterPieces take your feedback very seriously. Please email us at email@example.com. Please include a brief description of your problem.
Q: Are Your Products Safe?
A: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. 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.
Q: Is the check out portion of this website secure?
A: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.
Q: Can you make an individual puzzle of my personal picture?
A:MasterPieces does not have the ability to make puzzles of personal pictures. However, you can get the same MasterPieces quality on your personal puzzle at our domestic factory partner. Please visit their web-site at My Personal Puzzle.com
Q: Do I have to pay sales tax?
A:Sales tax is determined by the tax rate of the shipping address.
Q: How do I get a catalog?
A:Unfortunately, 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 MasterPieces puzzle distributor please contact your personal Sales Representative at firstname.lastname@example.org to receive access to our downloadable catalogs.
Q: How can I contact you?
A:You can find MasterPieces contact information by clicking on the "Contact Us" menu at the bottom of the page. Retail distributors please contact your personal Sales Representative directly at email@example.com.
Q: Can I order your products online if I live outside of the United States?
A:No, we currently only ship to addresses within the United States.
Q: Wholesale Buyer Program
A:If you would like to become a Wholesale buyer for MasterPieces Puzzle Company please contact us at firstname.lastname@example.org. Thanks for your interest and we look forward to hearing from you!
Q: Does MasterPieces do toy donations for charity?
A:Thank you for thinking of us in your request for a product donation. Due to cost and logistical reasons, we do not make contributions to individual charities. Rather, Masterpieces Puzzle Company is a proud supporter of The Toy Industry Foundation Toy Bank – an organization that is able to take truck load sized donations and manage the distribution of that product over multiple smaller charities. The Toy Bank specifically provides toys to children’s charities. To be eligible, charities must be committed to helping improve the lives of children who are in poverty, ill, recovering from abuse, victims of disasters, have special needs, or are dealing with other crisis situations. Charities must be non-profit organizations recognized as tax-exempt under section 501(c)(3) of the Internal Revenue Code, or organizations holding similar status in Canada. Unfortunately, The Toy Bank is unable to provide toys directly to families or individuals. If you are an individual in need of toys, please visit a local qualifying charity and encourage them to apply to The Toy Bank’s network. For more information, please see the Toy Bank’s website at http://www.toyindustryfoundation.org/ Again, thank you for thinking of us and best wishes in your charitable endeavors.