Frequently asked questions

First, please verify that the registration number and coordinates you provided are correct. If you continue to receive the same response, it means that your request cannot be processed because the parts you need are permanently out of stock.

To request missing pieces, please fill out the form on our website, under the Contact - Missing Piece section. If you have any questions about finding the necessary information, please refer to the instructions on your puzzle box, which explain how to locate the correct coordinates (A/B) and the puzzle's registration number. It is important to follow the instructions and provide all the required information; otherwise, you will not be able to process your request, or you may receive incorrect pieces. The service is limited to a maximum of 16 pieces, and the usual delivery time is between 1 and 3 weeks. Currently, this service is free of charge.

No. To request missing pieces, you must provide the puzzle's registration number. This eleven-digit number consists of two parts. The first five digits indicate the puzzle's reference number, which is common to all puzzles of this model and can be easily found in our catalogs. The next six digits correspond to the puzzle's edition and vary with each manufacturing process. This number is only found on the bottom of the puzzle boxes, is non-transferable, and allows us to locate missing pieces in their correct positions in the missing pieces department. This means that for the same puzzle with the same reference number, there can be many different editions, and the same coordinates can vary so much from one edition to another that they won't match. You should ONLY submit requests for missing pieces for a puzzle using the registration number found on the puzzle's box.

No. We recommend submitting only one lost part request using the form on our website, under the Contact - Lost Part section. Duplicate requests can cause service delays or even lead to cancellations.

Some older references use 10 digits and the system only accepts 11; in this case, a "0" must be entered in front, e.g., 0xxxx/xxxxxx.

The shipment is sent via standard mail and tracking is not available. If any of the information regarding your name or address is incorrect, the letter will be returned to our offices and you will be notified immediately via email or the telephone number you provided.

The correct orientation is printed on the top lid of the puzzle, which indicates the product reference number below the image. If you do not have the lid, you can find the correct orientation in our online product catalog.

Delivery typically takes between 4 and 6 weeks. You can check the status of your order in the Contact section and then click "Check Status." The system will tell you the date it was submitted, processed, and shipped to your address.

Most of our puzzles with 3000 pieces or more include a piece replacement service, which is specified on the puzzle box. This service allows you to request a maximum of 16 pieces per puzzle, while supplies last.