Missing Pieces
Due to the precision of automated equipment and machinery used in today's manufacturing of jigsaw puzzles, it is rare to have a missing piece. However, if you believe you are missing a piece, please make sure to do the following before contacting us:
1. Piece together the entire puzzle
2. Search the area where the puzzle was assembled - including clothing, under carpets, etc. - and where pieces may have travelled to
3. Consider if a family pet, a vacuum cleaner, or a child may have gotten a hold of it
4. Allow some time for the piece to turn up as, more often than not, it does
If you've done all of the above and the piece is still missing, you may contact us under the following conditions:
1. The puzzle was purchased from The Puzzle Nerds
2. The puzzle was purchased within the last 6 months
3. The puzzle was not marked as Final Sale
If the above criteria are met, please send us an email at hello@thepuzzlenerds.com with your proof of purchase (The Puzzle Nerds order number or store receipt), a photo of the whole completed puzzle, and another photo(s) showing the area where the piece is missing.
Once this information is received, we will review your request with the supplier, which can take 1-2 weeks. Please note that, if authorized by the supplier, the exact puzzle that was purchased will likely be replaced and not the individual piece(s). This is due to the manufacturing process where pieces may be cut differently from one manufacturing run to another.
If the puzzle was purchased instore, the replacement must be picked up instore. If it was purchased online, we will hold the replacement puzzle and send it with your next order. Please email us at hello@thepuzzlenerds.com to let us know that you've placed another order and that we should include your replacement puzzle in the same package.
If the puzzle in question is no longer available from the brand/supplier, no replacement will be provided.
Please note that some brands prefer to handle missing pieces themselves. We will inform you if that's the case with your particular puzzle so that you may contact them directly.
