Help and Questions

Help & Questions

Welcome to PuzzleBi Help Center. Here you’ll find answers to the most common questions about our puzzles, orders, shipping, returns, and customer support.

1. What is PuzzleBi?

PuzzleBi is an online puzzle store created for people who love beautiful, meaningful, and fun puzzle designs. Our goal is to offer unique puzzles that bring families, friends, and puzzle lovers together.

2. How do I place an order?

Simply choose your favorite puzzle, select the available options, add it to your cart, and complete checkout securely on our website.

After your order is placed, you will receive an order confirmation by email.

3. How long does order processing take?

Most orders are processed within 2 to 5 business days before shipping. Processing time may vary depending on product availability, order volume, and production time.

4. How long does shipping take?

Shipping time depends on your location and the shipping method available at checkout.

Estimated delivery times may vary for Canada, the United States, and international orders. Once your order ships, you may receive tracking information if tracking is available for your order.

5. Do you ship internationally?

Yes, PuzzleBi may offer shipping to different countries depending on product availability and shipping options at checkout.

If shipping is not available to your location, the checkout page will notify you before payment.

6. Can I track my order?

Yes. If tracking is available, you will receive a tracking link by email once your order has shipped.

Please allow some time for the tracking information to update after the package is shipped.

7. My tracking says delivered, but I didn’t receive my package. What should I do?

Please first check around your mailbox, front door, building reception, or with neighbors. Sometimes carriers mark packages as delivered before final delivery.

If you still cannot find it, contact the shipping carrier directly and then contact us with your order number so we can help you review the situation.

8. Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible.

Because some products may go into production quickly, we cannot guarantee that changes or cancellations will be possible after the order has been processed.

9. What should I do if my item arrives damaged?

If your puzzle arrives damaged, please contact us within 7 days of delivery with:

Your order number
A clear photo of the damaged item
A photo of the packaging

We will review your request and help find the best solution.

10. Do you accept returns?

Because many of our products are made to order, we may not accept returns for buyer’s remorse, wrong size selection, or change of mind.

However, if your item arrives damaged, defective, or incorrect, please contact us and we will review the issue.

11. Do you offer refunds?

Refunds may be considered only for eligible cases such as damaged, defective, or incorrect items.

Refund requests must include proof of the issue, such as photos and your order number.

12. What if I entered the wrong shipping address?

Please contact us immediately if you entered the wrong shipping address.

If the order has not been processed or shipped yet, we may be able to update it. If the order has already shipped, we may not be able to change the address or refund the order.