FAQs

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Q: My puzzle is missing a piece! Can you send me a new one?

A: Absolutely! Your first replacement puzzle is always on us. We’ll send you a replacement of either the exact same puzzle or a random one of the same size. All you need to do is fill out our Quality/Missing Piece Form here: https://www.masterpiecesinc.com/quality-missing-piece/  

 

Q: Do you ship to countries besides the US? 

A: We’re sorry to say we currently only ship to addresses in the continental US. We’re working on expanding our shipping options and appreciate your understanding! 

 

Q: Do I have to pay sales tax?  

A: Sales tax on online purchases is determined by the state you live in! In 2018 all states except Alaska, Delaware, New Hampshire, Montana, and Oregon began collecting sales tax on online purchases. Sales tax also applies to online purchases from the District of Columbia.  

 

Q: I’d like to return my purchase.  

A: We understand! MasterPieces products can only be returned if they are unopened and still in their original packaging. Refunds will not be processed if the items returned are not in sellable condition. We do not provide shipping labels for returns.  

Customer must ship item(s) to: 

DIY. MasterPieces 

2401 W. 26th Street 

Muncie, IN 47302 

Please email any return tracking information to consumeraffairs@masterpiecesinc.com. Refunds will be processed once the returns have been received and determined to be in sellable condition.  

 

Q: I ordered multiple items and some are missing! Where are they?  

A: We’re sorry for the delay! Depending on the size and contents of your order some of your items may have shipped separately. If your missing items have not arrived within an additional 3 business days please email us at consumeraffairs@masterpiecesinc.com;and we will do our best to track down your missing items.  

 

Q: The item I got isn’t what I ordered!  

A: We apologize for the mix up! Please email us at consumeraffairs@masterpiecesinc.comwith a description of what you ordered and what you received instead. We may also ask for some details from your packing slip. Please keep it if you can! We promise to do everything we can to correct any mistakes we make.  

 

Q: A piece of my craft kit or game was missing or broken! Can you send me a replacement?  

A: We apologize for the mistake and will do everything we can to fix it! Please email us at consumeraffairs@masterpiecesinc.comwith a description of your item, your shipping address, and what was missing/broken, and we will be happy to replace any missing or defective pieces. Please remember that we only ship within the United States. If you are outside the US and have a problem with a MasterPieces product please return it to the store where it was purchased for a refund or exchange.  

 

Q: Are your products safe for me/my children/my parents? 

A: We understand what a major concern product safety is today! With safety recalls left and right from so many industries, we’re determined to get it right the first time with everything that the MasterPieces name goes on. All our products and packaging strictly follow the guidelines set forth by ASTM International, the world-wide recognized developer of consumer safety standards. Anything with possible choking hazards is clearly labeled and our products are independently tested for any dangerous materials such as lead, formaldehyde, and flammable chemicals. MasterPieces is a family business, and there’s nothing we value more than making sure your family is safe while having fun! 

 

Q: Can you make me a personalized puzzle with an image I pick?  

A: We’re sorry to say that we do not make personalized puzzles at this time.  

 

Q: Is your website secure? I don’t want my information stolen! 

A: We don’t either! That’s why our website is SSL Encrypted to protect your sensitive information. SSL is the industry standard for website encryption, and we can prove it’s there by having that lock symbol next to our URL. We protect your information offline too! Any potentially sensitive customer information such as names and addresses are restricted by department. Your information security is valuable, and we take it very seriously.  

 

Q: Can I order through a catalog instead of your website?  

A: We only have catalogs for our wholesale business. If you are a distributer, please contact your personal Sales Representative at sales@masterpiecesinc.com to get your B2B catalog! If you are a customer having trouble finding a specific item or product line, please contact us at consumeraffairs@masterpiecesinc.comor direct message on social media and we will be happy to help!  

 

Q: You have a wholesale program? We’d love to be able to sell MasterPieces products at our business! How can we sign up? 

A: Please contact us atsales@masterpiecesinc.com to get connected with one of our thorough and knowledgeable Sales Representatives. We look forward to working with you!  

 

Q: I’m a social media influencer looking for potential partnerships and sponsors! Would MasterPieces like to work with me? 

A: We frequently work with social media personalities to expand our following and showcase our products! Please contact us @masterpiecesinc on Instagram, through the MasterPieces Puzzle Company Facebook page, or on Twitter @masterpiecestoy. Links to all of these as well as our Pinterest, LinkedIn, and YouTube channels are all on our website right under the search bar. We look forward to working with you! 

 

Q: Do you work with charities? We have a great cause and could use your help!  

A: Thank you for thinking of us! MasterPieces is a partner of The Toy Industry Foundation Toy Bank, a 501c3 certified charity working with toy manufacturers to put their donations in the hands of those who need them the most. We believe we can help the most children in need by working with a large network like The Toy Bank who can handle truckloads, rather than armloads, of donated toys and games. We’re proud to say we’ve been a part of helping them collectively donate over $225 million in toys to over 26 million children in need across the globe! If your charity needs donations, please visit them at https://toyfoundation.org/ttf/work/toy-bank.aspx and fill out the Toy Bank Charity Network Application to be considered.  

 

Q: How can I get in contact with MasterPieces?  

A: You can fill out the form by clicking Contact Us under the Customer Support menu on our website or email us at consumeraffairs@masterpiecesinc.com