Frequently Asked Questions
Your Questions Answered
FAQs
Frequently Asked Questions
General Questions
1. My puzzle is missing a piece! Can you send me a new one?
Absolutely! Your first replacement puzzle is always on us. We’ll send you a replacement of either the exact same puzzle or a random one of the same size. All you need to do is fill out our Quality/Missing Piece Form here: Missing Piece Form
Note: All claims must be made within 90 days of delivery.
2. Do you ship to countries besides the US?
We’re sorry to say we currently only ship to addresses in the continental US. We’re working on expanding our shipping options and appreciate your understanding!
3. How do I return my purchase?
We have a 30-day return policy. To be eligible for a return, your item must be unopened, unused, and in its original packaging.
Follow these steps:
- Ship your item using FedEx Ground or UPS to:
DIY/MasterPieces, 2401 W. 26th Street, Muncie, IN 47302 - Fill out the return form here.
Refunds are processed within 10-12 business days after approval.
4. Some of the items I ordered are missing.
We’re sorry for the delay! Some items may ship separately. If your missing items have not arrived within 3 business days, please email us at consumeraffairs@masterpiecesinc.com.
5. The item I got isn’t what I ordered!
We apologize for the mix-up! Please email us at consumeraffairs@masterpiecesinc.com with details about what you ordered and what you received.
Product & Safety
1. Are your products safe for me/my children/my parents?
Yes! All our products follow ASTM safety standards and are tested for hazardous materials. We prioritize product safety for families.
2. Is your website secure? I don’t want my information stolen!
Yes! Our website is SSL encrypted, ensuring secure transactions. We also restrict access to sensitive customer information internally.
3. You have a wholesale program? How can we sign up?
You can find us on Faire! Sign Up Here or email us at sales@masterpiecesinc.com.