Frequently Asked Questions

Welcome to PuzzleBi! Here you’ll find answers to the most common questions about personalization, production, shipping and orders.

How do I personalize my order?

Choose your favorite product and enter the requested personalization details on the product page. Depending on the item, you may be able to add a name, number, photo, team colors or a special message.

How do I send my photo?

If your product requires a photo, follow the upload instructions shown on the product page. If an upload option is not available, you can contact us after placing your order and include your order number.

What type of photo should I send?

For the best result, please send a clear, high-quality photo with good lighting. Avoid blurry, heavily cropped or very low-resolution images whenever possible.

Can I review my personalization before production?

For selected personalized products, a preview may be provided when applicable. Please make sure all names, numbers, colors and other personalization details are correct before submitting your order.

Can I change my personalization after placing my order?

Contact us as soon as possible. Changes may be possible before production begins, but once your personalized item has entered production, we may no longer be able to make changes.

How long does production take?

Production times vary depending on the product and personalization required. The most current processing and estimated delivery information is shown on the product page or during checkout.

How long does shipping take?

Shipping times depend on the product, destination and shipping method available. Estimated delivery times are shown during checkout whenever available.

Will I receive tracking information?

When tracking is available, you’ll receive shipping information after your order has been dispatched.

Do you ship to the United States and Canada?

Available shipping destinations are shown during checkout. Enter your delivery address to see the shipping options available for your location.

Are personalized items returnable?

Because personalized products are made specifically for you, returns and exchanges may be limited. If your order arrives damaged, defective or incorrect, please contact us as soon as possible so we can review the issue.

What if my order arrives damaged or incorrect?

Please contact us with your order number and clear photos of the item and packaging. We’ll review the situation and help determine the appropriate solution.

Can I cancel my order?

Contact us as soon as possible after placing your order. Cancellation may be possible before production begins, but cannot be guaranteed once a personalized item has entered production.

Are the glitter designs real glitter?

Some products may feature a printed glitter effect, while others may use different materials or finishes. Please check the individual product description for the exact product details before ordering.

Can I order a custom design that is not already listed?

Yes, you can contact us with your idea. We’ll let you know whether the requested personalization can be created for the product you’re interested in.

I need help with my order. How can I contact you?

Visit our Contact Us page and send us your question along with your order number, if applicable. We’ll be happy to help.

Still have questions?

We’re here to help you create a personalized gift that feels special. Contact PuzzleBi anytime through our Contact page.