FAQs

General Qs

What is Piecework?

Piecework is a brand that’s focused on slowing down and savoring the moment. Our first product is a collection of jigsaw puzzles that are as fun to look at as they are to put together. You can read more about us here.

 When I can expect to hear from you?

We’re generally available M-F 9am-5pm PDT, but every effort will be made to respond to your inquiry promptly.


Orders

What payment methods do you accept?

Piecework accepts all major credit cards, Paypal and Shop Pay.

The puzzle I want is sold out. What do I do?

Subscribe to our emails! We'll be sure to announce when they're back.

I’d like to place a large gift order.  How should I go about doing this?

What a great idea! Get in touch at hello@pieceworkpuzzles.com and we’d be happy to help.  

 

Discounts & Promotions

 

Memorial Day Sale

15% off sitewide for a limited-time only with code SUMMER. Apply discount code at checkout and valid only on full-price items. Offer valid from May 25, 2022 at 10am ET to May 31, 2022 at 11:59pm ET. Offer cannot be combined with other coupons, discounts, offers or promotions. Offer is non-transferable and cannot be sold or exchanged in any other way. Offer valid only applicable for in-stock items or pre-order. Offer not valid on previous purchases, special orders, gift cards, taxes, shipping costs or sale items.

 

Offers

Offers cannot be combined with other coupons, discounts, offers or promotions. Offer is non-transferable and cannot be sold or exchanged in any other way. Offer valid only applicable for in-stock items or pre-order. Offer not valid on previous purchases, special orders, gift cards, taxes, shipping costs.

 

Shipping & Returns

Where does Piecework Puzzles ship to?

Currently, Piecework ships throughout the United States. Find out more about shipping here.

Do you ship orders to the UK & EU? If so, how will orders be shipped?
 
Yes, we ship to the UK & EU. To get your order to you, we've partnered with Passport Shipping and they will be the Seller for all orders to the UK for orders under £135 and orders to the EU for orders €150 and Under.
 

How much does shipping cost?

Check out our shipping policy for all those details here.

Do you ship to P.O. Boxes?

Yes!

When will my order ship?

Every effort will be made to ship your order within 2-3 days of receiving it. Orders received on weekends and holidays will be shipped within the following three business days.

Where is my order?

Please follow the link to view your order once you receive an email confirmation that your order has shipped. As a reminder, tracking numbers will be available as soon as possible, approximately 2-4 days of receiving your order.

What do I do if I have a problem with my order, or need to cancel it?

We’re sorry to hear that! Email us at hello@pieceworkpuzzles.com and we’ll sort it out.

What is your return policy?

You can find our return policy here.

Shipping Insurance

What is Route?

Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route Protect and looking to file a shipping issue online? File here

Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?
If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection. 

When Should I File a Claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 
  • Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?

Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout. 

If your order has not arrived, please file a claim with Route here. 

What if My Order Arrives Damaged?

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions? 

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

Promotions & Discount Codes

General

Offers cannot be combined with other coupons, discounts, offers or promotions. Offers are non-transferable and cannot be sold or exchanged in any other way. Offers are valid only applicable for in-stock items or pre-order. Offer not valid on previous purchases, special orders, gift cards, taxes, shipping costs or sale items. 

 

 

Wholesale Inquiries

Can I sell Piecework in my store?

Piecework works with select retail partners. Feel free to get in touch at wholesale@pieceworkpuzzles.com.

 

Press Inquiries

Where do I direct press inquiries?

If you’re interested in learning more about Piecework, we’d love to talk with you! You can reach us at hello@pieceworkpuzzles.com.