Complete orders placed between now and Noon (CST) Friday, February 23rd will leave our facility on Monday, February 26th.

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FAQ


PRODUCT INFORMATION

Are the photo puzzles guaranteed?

Yes. We guarantee that you'll be extremely happy with the quality of your custom jigsaw puzzle. We use the latest printing technology, and go to extremes to ensure that the photo puzzles we make are top notch. If you're not completely satisfied with the custom jigsaw puzzle you receive, please contact us. We will first make every attempt to replace your item at no cost. If we are unable to provide a satisfactory replacement, Portrait Puzzles will provide a full refund.

How do I return my puzzle for a refund?

If we are unable to provide a satisfactory replacement, please return your puzzle to:

Portrait Puzzles
Attn: Returns
1500 Green Bay St.
Ste. 502
La Crosse, WI 54601

Please include the Order ID number or full billing name along with a reason why the product is being returned.

What are the photo puzzles made of?

Our puzzles are made from a sturdy pressed paperboard material that is 1/14 inch thick. The puzzle pieces are interlocking and come in a variety of shapes. Individual pieces fit only in their designated spot. Portrait Puzzles are comparable to the highest quality puzzles found in stores. Your custom jigsaw puzzle is made to be handled, and the puzzles can be put together many times.

What is the finish on the puzzle?

The finish is smooth, non-reflective and semi-matte. The puzzle material is suitable for writing on both the front and back. We recommend using a Sharpie or other felt-tip permanent marker.

How thick are the photo puzzles?

Our puzzles are made from a sturdy pressed paperboard material that is 1/14 inch thick. Your custom jigsaw puzzle is made to be handled, and the puzzles can be put together many times. Portrait Puzzles are comparable to the highest quality puzzles found in stores.

What is on the back of the puzzles?

The back of the puzzles are plain, light grey. The puzzle material is suitable for writing on both the front and back. We recommend using a Sharpie or other felt-tip permanent marker.

How large are the puzzle pieces?

The piece sizes vary greatly in both size and shape. Depending on the custom jigsaw puzzle that you order, general piece sizes are:

  • 720 and 1,008 Piece Photo Puzzles: approximately .70 in. X .70 in.
  • 252 and 513 Piece Photo Puzzles: approximately .80 in. X .80 in.
  • 300 Piece Photo Puzzles: approximately 1 in. X 1 in.
  • 204 Piece Photo Puzzles: approximately 1.25 in. X 1.25 in.
  • 12 and 99 Piece Photo Puzzles: approximately 1.5 in. X 1.5 in.
  • 15, 30, and 48 Piece Photo Puzzles: approximately 3.5 in. X 3.5 in.

For information on piece sizes for the You Pick custom sizes and Huge Floor Puzzles, contact us at (888) 785-2130, by email ([email protected]), or online chat.

What are the packaging options?

We offer a Puzzle Box at no additional charge or a Platinum Gift Tin for an additional $7.99. Your puzzle image is featured on top of both packaging options

The dimensions of the puzzle box are 9 in. x 6.75 in. x 2.5 in.There is no charge for this option.

The dimensions of the Platinum Gift Tin are 10.5 in. x 7.75 in. x 3 in. There is a $7.99 charge for this option.

Platinum Gift Tins are not available with the You Pick custom sizes and Huge Floor puzzles.

Will my puzzle be oriented vertically or horizontally?

If your photo is oriented vertically (portrait), that's how we'll lay it out on your puzzle. If your photo is oriented horizontally (landscape), we'll lay it out that way.

Can I see a preview of the puzzle cut-lines?

Unfortunately, this isn't possible in most cases.

If you are a professional designer that uses Photoshop and would like to receive a template for a puzzle with 50 or fewer pieces, please contact us.

Can I glue my puzzle after it has been completed?

Yes, we recommend that you purchase Elmer's Glue or Modge Podge and apply it to the back of the puzzle once it is complete.

How can I get more information about specific products?

Please contact us by phone at 1-888-785-2130, online chat, or email [email protected] during regular business hours. Our business hours are from 8:00am - 4:30pm (Central Time), Monday thru Friday.

CUSTOMIZING

Can I add text to my custom photo puzzle?

Yes, we can add up to 15 words to your image at no charge. When placing an order, please use the Customer Notes section on the final checkout page to note the exact text you'd like included on your puzzle.

Do you offer gift wrapping or gift messages?

Sorry, we do not offer the options of gift wrapping or including a message with your order.

Can I choose how many pieces my photo puzzle will have?

Yes! Go to You Pick - Customer Sizes to see this option. Here, you can choose from various puzzle sizes and customize the number of puzzle pieces (up to 200).

Can I see a preview of the puzzle cut-lines?

Unfortunately, this isn't possible in most cases.

If you are a professional designer that uses Photoshop, and would like to receive a template for a puzzle with 50 or fewer pieces, please contact us.

Can I submit more than one photo to make a collage puzzle?

Portrait Puzzles is set-up to accept only 1 file per puzzle. Please design your collage to the exact dimensions of the puzzle that you intend to order. When designing a collage, use a resolution setting between 150 and 300 pixels per inch. When finished with your design, please save it as a JPEG file.

Unfortunately, square layouts do not work for our puzzles.

Can the puzzle be shipped assembled?

Yes, we can ship your puzzle assembled. Please use the Customer Notes section found on the billing information page to note that you'd like it shipped assembled. When a puzzle is shipped assembled, the packaging options (puzzle box or platinum gift tin) are no longer available. You will receive only the puzzle.

ORDERING

How much do the photo puzzles cost?

We offer a wide variety of sizes and prices. You can view details and prices for our products by clicking on the puzzle sizes displayed on our home page.

How long does it take to have a custom puzzle made?

Please check our homepage to see when your custom jigsaw puzzle is scheduled to ship. Then, add the number of days for the shipping option that you choose at checkout. Please do not count weekends, holidays or the day the order leaves our facility as shipping days. Delivery time with UPS Ground to your location can be determined by viewing the UPS Ground shipping map.

Will I receive a proof before my puzzle is made?

Sorry, we do not offer proofs. Our trained, professional Photo Editor will review your photo and size it to the dimensions of the puzzle. If there are quality concerns about your photo, we will contact you via email.

We guarantee you'll be impressed with the final product.

Do you offer gift certificates?

Yes! We do offer gift certificates. Here is a link to this option: https://www.portraitpuzzles.com/giftcert.php.

How do I place an online order at PortraitPuzzles.com?

Using our online order system is very simple. The process for uploading your photo is similar to attaching a file to an email message.

  1. On the homepage, click the product that you'd like to order.
  2. On the product page, choose the packaging option you'd like (puzzle box or gift tin) and quantity.
  3. Under Upload Images click on the Browse or Choose File button. A window will open where you can navigate and select the file you'd like to use. Select the file and click Open.
  4. Click on the yellow Upload button to begin the transfer process. This can take a few minutes depending on the size of your file. Once the upload process is complete you will see a small thumbnail version of your image. If you are using a PDF or PSD file, an icon will display instead of a thumbnail picture.
  5. Click Add To Cart.
  6. Then, either Continue Shopping or Checkout.
  7. Enter Billing and Shipping information. Click Next. Choose Shipping Method. Enter Credit Card information. Submit Order.

To order multiple puzzles using different photos, upload each image separately. Select the indicator next to the image, then add the puzzle to your cart. Repeat this process for the second image.

We do not recommend using tablets, Ipads or SmartPhones to place your order.

I don't have a digital image. How can I get a puzzle made?

Please scan your photo to create a digital image, then upload it. We recommend that you scan a standard-sized photo at 600 pixels per inch. If you don't have a scanner, you can take your photo to an office supply store for scanning services.

Can I mail the photo for my puzzle?

Yes. Please mail your photo to:

PortraitPuzzles.com
1500 Green Bay Street
Suite 502
La Crosse, WI 54601

Please include the following information:

  1. Which puzzle size (dimensions and number of pieces)? Available sizes can be seen on our homepage.
  2. How many puzzles?
  3. Which packaging option? Puzzle Box (no cost) or Platinum Gift Tin ($7.99)
  4. Billing address. Shipping address. Your phone number.
  5. A check or money order for total amount. Include $7 for Economy shipping.

We recommend that you place your photo and order information in a photo mailer and write DO NOT BEND on the outside. We will return your photos with the puzzle.

If you send multiple photos, please specify the puzzle size for each photo.

Acceptance of mailed orders may be temporarily discontinued during the months of November and December based on the volume of orders being received.

I already ordered a puzzle and now I want another one, do I have to place a new order?

Yes. To ensure accurate processing, it's best to place a new order through our online system.

Can I change the picture after I have completed my order?

Please notify Customer Service within 1 hour of placing your order if you wish to change the image. We will cancel your order and issue a refund, so that you can place a new order with the correct image.

What payment methods do you accept?

We accept PayPal and all major credit cards: VISA, Mastercard, American Express and Discover.

Can I check the status of my order on the website?

Sorry, we do not currently offer the option to check your order status through our website. Please contact us by phone (888-785-2130), online chat, or email [email protected] for up-to-date information.

I keep getting a message that says Sorry, the resolution of the image below isn't sufficient for this product. What does this mean?

Unfortunately, this means that the image quality is too low for us to make a high quality puzzle. If you get this message, your only option is to try a new image. Low resolution files can't be sufficiently increased in resolution to make them work.

The source of your image can have an impact on the resolution. Files that are texted, emailed or posted online (Facebook, etc.) are oftentimes reduced in size to save space. It's best to use the original version of the photo.

If you've scanned a photo, try re-scanning at a higher quality setting. We recommend that you scan a standard-sized photo at 600 pixels per inch.


SHIPPING

Where do you ship to?

Currently we ship within the United States, Canada, Australia, and Ireland.

Do you ship to Canada?

Yes, we do ship to Canada. There is a flat rate charge between $10.00-18.00 USD (based on your location) plus a charge of $2.75 USD per item. Shipping usually takes about 10 business days.

How are the puzzles shipped?

Our photo puzzles are shipped from La Crosse, Wisconsin 54601 using the United States Postal Service or UPS. Not all options are available to all locations. Weekend delivery is not offered.

Please do not count weekends, holidays, or the day your order leaves our facility as shipping days. Please note: Economy is the only shipping option available to PO Boxes.

Can I have the puzzle shipped to a different location?

Yes. After entering your billing name and information during the checkout process, you can specify that you are shipping to a different location. Once you check this option, the fields will be displayed to enter the shipping name and address.

Please note, if you have multiple Ship-To addresses you will need to place one order per shipping address.

How much does shipping cost?

For orders shipping to U.S. locations, Portrait Puzzles offers a flat rate $7 shipping option. For faster shipping options, costs are calculated based on the number of puzzles ordered, shipping location, and the shipping method you choose. 

For orders shipping to Canadian locations, there is a flat rate charge between $10.00-18.00 USD (based on your location) plus a charge of $2.75 USD per item. International shipping takes 5- 10 business days.

CHOOSING PHOTOS

What file type does my photo need to be?

PortraitPuzzles.com will accept jpg, pdf or psd files under 30MB. The largest uncompressed file that we can accept is 30MB. For JPEG(.jpg) files, we recommend less than 8 MB. If you are attempting to place an order with a large file and receiving a white screen or the file will not load, please contact Customer Service for assistance.

Our online ordering system is set up to accept only files that are big enough to enlarge and print the puzzle you intend to order. If your uploaded photo is too small or low in resolution, a message will appear indicating such, and a different photo should be selected. Also, if the original photo appears pixelated, blurry or fuzzy to you on your screen it will appear that way when recreated into a puzzle.

If you're designing your own image, please size the image to the dimensions of the photo puzzle that you intend to order, with an additional 1/4 inch on both the length and width. Portions of the excess may or may not be cropped during the cutting process. Use a resolution setting between 100-300 pixels per inch. Prior to uploading, save your image as a JPEG file.

What is resolution?

Resolution is the number of dots or pixels that make-up your photo. If your photo contains too few pixels, it is considered low resolution. When your image is uploaded at PortraitPuzzles.com, our servers measure the number of pixels, and will let you know if you can continue ordering with that image. We do not accept low resolution images, as the print quality would be unacceptable to us.

Can I print any photo I want?

Yes. However, we are unable to reproduce copyrighted images including art, images or professional photographs without the written permission of the creator. Accepted methods of written permission include:

  • an email sent to us that comes directly from the artist, photographer, or their business, indicating their approval for reproduction into a puzzle.
  • written approval on the artist's or photographer's letterhead.  

If you have written permission, please contact Customer Service before placing your order.

Orders submitted containing suspected copyright images will be canceled and money refunded, and you will be notified via email. If you believe that your order was canceled in error, please contact customer service.

What size should my photo be?

Our trained photo editor will size the image for the puzzle. This can include minor cropping or adding a minimal border. If the image isn't compatible with the puzzle dimensions, we will contact you.

PUZZLE DIMENSIONS IN INCHES MINIMUM PHOTO DIMENSIONS IN PIXELS
4.5 x 6 450 x 600
16 x 10 1600 x 1000
16 x 20 1600 x 2000
16 x 40 1600 x 4000
18 x 24 1800 x 2400
20 x 26 2000 x 2600
24 x 36 2300 x 3500
26 x 40 2600 x 4000


Will my image be edited?

Our Photo Editor reviews every photo, and sizes and orients them to fit the exact dimensions of the puzzle you're considering. This often involves cropping or adding a small amount of border, but we're always careful to avoid losing any important parts of your photo. If we're unable to make your photo fit, we will contact you.

If you have concerns about specific items you would like included or removed from your photo, please leave a note in the customer comments. Otherwise, we recommend that you size your photo to the dimensions of the puzzle you are ordering. Please add an additional 1/4 inch to both the length and width, that might get cut-off in the puzzle-making process.

MISC.

What are your terms of use?

Portrait Puzzles and its suppliers and licensors expressly reserve all intellectual property rights in all text, programs, products, processes, technology, content and other materials which appear on this Site.

The Portrait Puzzles name and logos, and all related products and service names, design marks, and slogans are the trademarks, service marks or registered trademarks of Portrait Puzzles. All other product, trademarks and service marks contained herein are the property of their respective owners.

Portrait Puzzles does not assume any legal liability or responsibility for any product or process purchased at Portrait Puzzles. In no event shall Portrait Puzzles be liable for any special, indirect, or consequential damage or any damages whatsoever arising out of or in connection with the use of Portrait Puzzles.