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How can I contact you?
Click on the Contact Us link in the Customer Service menu.
Contact Mainepuzzles.com
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Missing Puzzle Pieces?
A missing puzzle piece is a relatively rare occurrence, considering the millions of puzzles that we sell. Very infrequently a piece is actually missing from the box but, more likely, the piece has simply been misplaced somewhere in your home regardless of how experienced and careful you are with your puzzles. We ask customers to allow a few days, keeping an eye out as they go about their day-to-day routine. Nine times out of ten the piece will show up, and not necessarily in the same room where the puzzle is being constructed – or, sometimes, not even in the same house!
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What do I do if I think Puzzle Pieces are Missing?
Fill out the Contact Us form and include your order number. Please be sure to do
this within 5 days of receiving your order. If we determine that the puzzle was purchased from us we will notify you by e-mail the name of the manufacturer. You may wish to contact and advise them of your situation.
All puzzles that we receive and ship are sealed. It is up to the manufacturer to determine the possibilities of a piece not being shipped in the sealed box. Please allow 7-10 working days for us to review your request.
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Should we call if we think a piece is Missing?
All contact with us regarding missing puzzle pieces must be through the contact us page. This gives us an Opportunity to find the order and the date it was purchased. Remember our policy is you must notify us within 5 days of receiving your order.
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I Have Pieces missing and extra pieces.
It is more likely the puzzle is not assembled correctly. Puzzle pieces in some cases look similar. Please be sure you have assembled the puzzle correctly and the correct pieces are where they need to be.
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Do you stock puzzles pieces?
We do not manufacture puzzles and do not have any access to spare puzzle pieces.
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Changing Delivery Dates.
If you cannot accept the delivery of your order on certain dates it is up to you to advise us at the time you place your order. We will try and schedule shipping to meet the arrival dates that are acceptable to you. If we cannot we will advise you by e-mail. If you contact the carrier after we have shipped your order and reschedule delivery or change the delivery address you take all responsibility for that shipment at that point. This includes the shipment becoming lost, shipments that may be incorrectly delivered or shipments that become damaged. If the shipment is returned to us we will reship the order for additional charges. We will repack the order using a new carton at a cost of $25.00. In addition to the repacking charge we will charge you for the new shipping cost.
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Wrong Shipping Address Provided to us.
If you have provided an incorrect shipping address you take all responsibility for the shipment including the shipment not being delivered. We will not refund any portion of the order. If the shipment is returned to us we will contact you for the correct address. The cost for this is $20.00. If you want the shipment sent to the correct address we will repack the order in a new carton for a cost of $25.00. The cost to resend the order will also be charged to you.
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Package Delivery
The address you provide for delivery must be a safe and secure place for UPS,FedEx or USPS to deliver to. It is not our property and not under our control. If you have any
special request's or directions for delivery at you location you must make those
arrangements with
UPS, FedEx or USPS prior to us shipping. As stated it is not our property and we cannot make those arrangements nor will we. Any delivery address provided must be safe to go to and have a secure place for reputable carriers to leave packages at. Ultimately the responsibility for the safety and security for the delivery is yours.
Unless you request a signature at the time of delivery you assume all risk once
the carrier notes the shipment is delivered. If the carrier notes the package as delivered and you cannot find it it is your responsibility to determine where it is. We highly recommend you make prior arrangements with UPS,FedEx or USPS where you want packages delivered or placed when you are not present
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Manufacturer Specifications
From time to time Puzzle manufacturers change puzzle size and specifications with out advising us. If we ship you a puzzle where specifications were changed by the manufacture and it is of a higher value than what you paid, it is not returnable. If the puzzle is of a lesser value than waht you paid we will refund the difference.
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Puzzle Returns
All that are shipped from our facility are in sealed boxes. No Puzzle can be returned if the sealed box is opened.
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Refunds
We do not issue refunds only in store credits only. There are no exceptions to this policy
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