Refund policy

Last updated: July 2026

We want you to be happy with your Elevated Puzzles order. Here's how returns and refunds work.

Standard puzzles: 30-day returns

If you're not satisfied with an art puzzle (Signature Cut or One-of-a-Kind Cut), you may return it within 30 days of delivery for a refund, provided the puzzle is unopened and in its original packaging. Once the shrink wrap is removed and the puzzle has been assembled, we're unable to accept a return, since we can't verify all pieces are present and undamaged for the next customer.

To start a return, email hello@elevatedpuzzles.com with your order number. We'll walk you through the next steps, including the return address. Refunds are issued to your original payment method once we receive the returned item, typically within 5–7 business days.

Custom photo puzzles: non-returnable, except defects

Every custom photo puzzle is generated and cut specifically from your uploaded image, with a one-of-a-kind cut pattern created just for that order. Because of this, custom puzzles are non-returnable and non-refundable once production has started, except in the case of a manufacturing defect or an error on our part (for example, an incorrect size or a damaged piece on arrival). If something isn't right with your custom order, email us at hello@elevatedpuzzles.com with photos and your order number and we'll make it right.

Missing pieces

A missing piece isn't a return — it's covered by our separate missing piece replacement policy. Your first replacement piece is free with a photo of the completed puzzle and your order number; a small fee applies to additional replacements.

Damaged or incorrect orders

If your order arrives damaged or you received the wrong item, contact us within 14 days of delivery at hello@elevatedpuzzles.com with photos and your order number. We'll send a replacement or issue a refund at no cost to you.

Shipping costs

Original shipping charges are non-refundable except when the return is due to our error (damaged, defective, or incorrect item). Return shipping for standard, non-defective returns is the customer's responsibility unless otherwise noted.