Losing a piece happens — even to careful puzzlers. Here's how we make it right.
Step 1: Take one more look
Before you reach out, it's worth checking a few usual hiding spots: the inside folds of the box, the floor or couch cushions nearby, and the packaging materials the puzzle shipped in. Whimsy pieces especially have a habit of sliding into corners.
Step 2: Still missing? We'll send a free replacement
If a piece is truly gone, your first replacement is on us, no questions asked. To send the correct piece from your puzzle's specific cut pattern, we need:
- A photo of your fully assembled puzzle showing the gap where the missing piece belongs.
- Your order number.
Email both to hello@elevatedpuzzles.com with the subject line "Missing Piece" and we'll get a replacement piece into production for you.
What if I need a second replacement, or lost more than one piece?
We're glad to help — a small fee applies to cover cutting and shipping a replacement piece beyond the first free one. Reach out to hello@elevatedpuzzles.com with your order number and photo and we'll quote you the cost before proceeding.
A note on One-of-a-Kind and custom cuts
Because every One-of-a-Kind Cut and every fully custom puzzle is generated by our algorithm just once, we keep a record of your exact cut pattern tied to your order — so replacement pieces are cut to match precisely, not approximated from a similar puzzle.
Questions about this policy? Email hello@elevatedpuzzles.com any time.