Our puzzles are manufactured under strict quality controls. They are shipped from the factory in sealed boxes containing all of the pieces needed to complete the puzzle.

If you receive a package from us that was damaged in shipping, contact the shipper to file a claim.

• We will exchange defective puzzles for a replacement puzzle of the same design within 90 days (6 months for a puzzle purchased as a gift from our site). Send an RMA request to CustomerSupport@PuzzleByFred.com with the puzzle name and problem and your order number. You will need to send the defective puzzle to us at your expense. When we send the replacement puzzle back to you, we will include a check to cover your shipping costs.
  The following reasons are acceptable as defective puzzles:
  • printing defects
  • pieces not cut properly
  • defective materials
  Note: "Missing pieces" is NOT an acceptable reason for return.
• We will exchange sealed puzzles in new condition for a refund within 15 days of the original purchase. Send an RMA request to CustomerSupport@PuzzleByFred.com with your order number indicating for which puzzle(s) you wish to receive a refund. You will need to send the puzzle(s) back to us at your own expense. We will refund the original price of the puzzle(s) to you by the same method you paid for it/them. You will not receive a refund of the shipping charges.
• We will exchange sealed puzzles in new condition for an exchange of a puzzle of equal or lesser value within 60 days of the original purchase. Send an RMA request to CustomerSupport@PuzzleByFred.com with your order number indicating which puzzle(s) you wish to exchange, and the puzzle(s) you would like as replacements. You will need to send the original puzzle(s) back to us at your own expense, and pay for shipping charges the replacement puzzle(s). Once receive the returned puzzle(s) and the shipping charge payment, we will immediately send your replacement puzzle(s).
• For puzzles purchased as gifts from our site, the gift recipient can exchange sealed puzzles in new condition for puzzles of equal or lesser value within 6 months of the original purchase. Send an RMA request to CustomerSupport@PuzzleByFred.com with the order number and/or the original purchaser's name and your own name, indicating which puzzle(s) you wish to exchange, and the puzzle(s) you would like as replacements. You will need to send the original puzzle(s) back to us at your own expense. For gift exchange transactions in the continental United States, we will pay the shipping charges when sending out the replacement puzzle(s). For all other gift exchanges, the recipient must pay the shipping charges. Once receive the returned puzzle(s) and, if applicable, the shipping charge payment, we will immediately send your replacement puzzle(s).

If you have any questions or concerns about our returns policy, please contact our Customer Service department via email.