• How much is shipping cost?

When you purchase a Puzzle Membership Plan, the shipping (both from our warehouse to your home and the return pickup from your home back to us) is included. You don’t have to pay anything else!

• How do I ship back my Puzzle order after I have completed it?

When you purchase a Puzzle Pack a return label will be included in your order. Once you have finished your puzzle, use the “Request Return Pickup” button in your order to let us know you are done. You can also choose the convenient pick-up date. We will schedule the pickup accordingly and communicate with you via WhatsApp regarding it. You may also email us at admin@rentapuzzle.com for more questions about shipping.

• I have returned my puzzle. When can I order the next puzzle?

As soon as we receive your puzzle back, you can order the next! We will send you a message via WhatsApp and an email to remind you. 

• When does a Puzzle have to be picked up after completion?

The Puzzle needs to be picked up for returning within the subscription plan time. Otherwise late fees will be incurred. In case of any unexpected delays, please notify us through email if it is within a week of the due date so we can verify the date and stop additional rental fees. We also accept a copy of the drop off receipt as notification of mailing. Reminder emails will be sent a week and day before the due date.  If you would like to keep the puzzles longer, we will charge another rental fee on the original due date for another month.  

• When will you ship my order?

We ship all orders the business day following your rental/purchase (Monday through Saturday). We will be sending you updates and tracking information to help you. 

• What if I cannot locate my puzzle package that says it has been delivered?

Check with any party that would have taken the package on your behalf: neighbours, roommates, property manager, or front office. Then search the surrounding property incase the package was placed in a hidden location in order to secure it. If you still are not able to locate your package, contact us to assist you.

• I am going on vacation; can I pause my membership?

Yes, you can pause your membership. All puzzles must be returned before you can pause. 

• How do I cancel my membership plan? 

You can cancel your membership at any time, provided the puzzles have been returned. If your puzzles are in the mail and you would like to cancel your account, please contact us at admin@rentapuzzle.com and we can help facilitate your request. Allow for 48 hours to reply. Rent A Puzzle is not able to refund membership payments after they are charged and we do not offer partial refunds on monthly or annual memberships. 

• Do you send out puzzles with a missing piece?

Once we have confirmed that a piece is missing, we do note that on the website. To find out if a piece is confirmed missing click on the picture and it will note that under the description. We confirm a piece is missing after the second consecutive time that a customer notes it on the card or photo. We wait for the second use because many times puzzles are complete and the prior person marked it in error or did not completely finish the puzzle.  

• Why do I have to fill out the comment cards?

The comment cards help us to determine if there are any missing pieces and the quality of the puzzle.

• What if I lose/damage a piece?

Accidents happen! We take care to provide a great experience for everyone, this includes every puzzle having all their pieces. If a puzzle is returned with a piece missing, we waive fees for the first occurrence. Each additional puzzle returned missing a piece is ₹ 50. We will retire and recycle incomplete puzzles. We reserve the right to suspend or cancel accounts if puzzles are consistently returned with 1 or more missing pieces.

• What do you consider normal wear and tear versus damaged pieces? 

Normal wear and tear are lifting edges, bent pieces and when the picture tears off a section of a tip. Damage consists of animal or child chewed pieces, water damage (when the layers separate), food residue or odor.  

• Damaged Guide Pictures of the puzzle?

Pictures that are not returned or returned damaged will incur a ₹ 50 charge per picture. Damage includes, folding, ripping, water damage and anything else that would require a new picture.

• What if I find a missing piece after I have already returned the puzzles?

Please contact us at admin@rentapuzzle.com and we will guide you with the next steps.

• What if I am not able to return the puzzle or damage the puzzle?

If the puzzle is damaged, or not returned, we will charge your payment method for the replacement puzzle. Replacement costs are as follows: ₹ 250 for puzzles. Damage includes, but is not limited to: sticky, wet, rippled, broken or otherwise unusable pieces. We will notify you regarding the damaged puzzle before the charge.

• How do you clean your puzzles?

Each puzzle is inspected between uses and all debris including hair is carefully removed. A UV light is used when necessary.