How can we help?
Products
Why does my puzzle smell like burnt wood?
The puzzles are made by cutting them with a laser, which leaves a burnt wood smell on the puzzle. It will dissipate over time!
Are the puzzles rated by difficulty?
For the most part we don’t rate our puzzles because puzzle difficulty is highly variable from person to person. If you are looking for something “simpler”, we do have puzzles that are geared towards children with fewer and bigger pieces. If you are looking for something harder, the puzzles our customers have told us are especially difficult are searchable under the keyword “expert.”
Can the puzzles be glued?
We don’t recommend gluing your puzzles together. There is no guaranteed outcome for gluing your puzzle and you lose any chance of ever getting to do your puzzle again! Our frames offer a way to hold your puzzles together, as well as give you the opportunity to rebuild.
How do I get a blank box-top for my order?
Simply write "No Image Label" in your customer notes box when checking out! We'll know what to do.
Are there discounts or sales?
Because our puzzles are so labor intensive, we don’t have the margins to do discounts or sales.
Do you offer Gift Certificates?
Do you offer Gift Wrapping?
We do! Gift Certificates are sent out via e-mail. Visit our Gift Card page to place your order.
Yes, we now offer gift bags. They are made of premium Liberty of London® fabric and are sized to fit each puzzle. They vary in price from $6-$10 depending on the size of the puzzle. Only one puzzle can fit in each bag. To note: Our patterns vary seasonally, and we are unable to wrap frames. When you find a puzzle you want to gift, just check the box that says “Add Liberty of London® Fabric Gift Bag” and we will put your puzzle in the bag before sending it. To learn more, click here.
What size frame does my puzzle go in?
Our piece counts act as a good heuristic for what size you need. You can find the piece count on the box your puzzle came in or you can go search for your puzzle on our site if you no longer have the box. If you're unsure of what frame size you need feel free to reach out!
- Extra Small: UNDER 150 pieces
- Small: Between 150 - 299 pieces
- Large: Between 300 - 549 pieces
- Extra Large: ABOVE 549 pieces
To note: The Map of Florence has its own separate frame, priced at $200, and is available for LOCAL PICKUP ONLY.
Once you choose the correct frame size, we custom cut it to fit your specific puzzle exactly. Read additional framing guidelines at the bottom of our frame page.
Shipping & Taxes
How do the puzzles ship?
Puzzles going to physical addresses within the continental US will come UPS. PO Boxes, Alaska, Hawaii and U.S. Territories are shipped via USPS. International orders are shipped via FedEx.
How do I ship to an APO or Military address?
Do you ship internationally? How are duties and taxes paid?
Yes. Enter the PO box in the address line. All orders to PO boxes will ship USPS (domestically) or FedEx (internationally). If you have trouble, please reach out to us at: help@libertypuzzles.com
We ship to over 100 countries. All customs, duties and taxes are paid at checkout to ensure compliance with each country's rules. As such, your puzzle(s) will arrive DDP (Delivery Duty Paid) via Fedex and there will be no surprise charges upon delivery.
When will my order ship?
Our lead times vary depending on order demand – we list our current lead times on each product page. To note: we do not ship over the weekends or holidays.
Why don’t orders placed over the weekend ship until Monday?
All our puzzles ship out of our factory in Boulder, which is closed Saturdays and Sundays (except for a handful of Saturdays in late November and December).
Does expedited shipping get delivered on the weekend?
Expedited shipping is only delivered during the week, Monday through Friday. There are some locations where there is Saturday delivery, but it should not be expected.
Does expedited shipping mean my puzzle will ship same day?
Expedited shipping only expedites the shipping process, not the production process. Lead times for puzzles are listed on each product page.
Can I pick up my order in Boulder, CO, instead of shipping it? How do I know when my Factory Pick-Up order is ready?
Yes. You can select “Pick Up” during the checkout process. You will be notified by email when your order is ready to be picked up at our factory store located at: 2526 49th Street, Boulder, CO 80301.
Why do I owe sales tax on my order if I live out of state?
If a business reaches a certain threshold for sales in a state, online orders are charged applicable sales tax. We currently are required to charge sales tax in all states.
Returns & Damages
What's your return policy?
We accept returns of stock puzzles purchased within the last 180 days, provided the puzzle has not been removed from its original packaging. We do not accept returns on: custom puzzles, frames, gift wrapping, and gift cards. All return requests are reviewed on a case-by-case basis with the goal of ensuring customer satisfaction. We stand behind the quality of our products and services and are committed to making things right whenever possible.
How to Start a Return:
- Log in to your account.
- Select the product you would like to return.
- Submit your return request.
Once approved, you will receive an email with return instructions. If you received your puzzle as a gift or do not have an account, you may return your puzzle by including the order number or the name associated with the order, and a note indicating how you would like to proceed and mail it to:
- Liberty Puzzles - 6175 Longbow Dr, Boulder CO 80301
- Please package your puzzle securely before shipping it back
- Please Note: Customers are responsible for all return shipping costs.
- If requesting an exchange, include a note indicating which puzzle(s) you would like instead.
My puzzle is missing a piece / has a broken piece / I lost / I broke a piece – what can I do?
We can replace pieces! All piece replacements are FREE; however, we have an honor system – if it is your fault, we ask you to pay the cost of shipping. If we made the error, we will replace it and ship it for free. To start the process, please send an email to: help@libertypuzzles.com and we will send you directions on how to get the ball rolling. Note: For puzzles missing more than 5 pieces, replacement is not always possible, but we evaluate on a case by case basis.
Other
Do you have a corporate gift or wholesale program?
Yes. If you are looking to sell our puzzles in your store or want to buy large quantities as gifts, we are happy to chat. Visit our Corporate Gifts & Wholesale page for more information.
Can you make a puzzle from one of my personal photos?
Yes. We call those “Custom Puzzles”. To learn more about the process and costs, visit our Customs Puzzle page.
Can I take a tour of your factory?
Yes. We offer tours from 10-4pm Monday through Friday. No reservation needed but small groups only please. Stop by at: 2526 49th Street, Boulder, CO 80301.
STILL HAVE QUESTIONS? Drop us an email at help@libertypuzzles.com or call us between 8-5pm MT on Monday-Friday at 303-444-1442.