Frequently Asked Questions
When you login to your rewards account you will see your balance and can select to issue a discount code for the associated amount. The code will be auto applied to your order when you select apply code.
We have several piece counts for our puzzles which are listed on each product listing. Currently our puzzles range from 100pc (coffee table) to 500pc (large).
This all depends on your puzzling ability. Our coffee table puzzle take between 30min-1.5 hours. Our larger puzzles can take anywhere from 1.5-10 hours.
How hard are your puzzles ?
They're definitely more challenging than traditional square-cut paper puzzles, especially for how small they are! All our puzzles come with a difficulty rating out of five chili peppers:
🌶 = easy peasy 👌
🌶🌶 = sneaky stuff 😏
🌶🌶🌶 = tricky trouble 😅
🌶🌶🌶🌶 = hot spice 🤪
🌶🌶🌶🌶🌶 = not fun 😭
All our puzzles are made from FSC-Certified 1/4"-thick 5-ply poplar wood, sourced from a sustainable plantation in Spain.
What age are these puzzles recommended for ?
Our puzzles are appropriate for anyone aged 6 and up.
Will you make puzzles for children under 6 ?
We are currently exploring puzzles for younger children and plan to launch them in the fall of 2023
Can I buy in person ?
Absolutely! We offer in-person shopping at our flagship Puzzle Lab store at 1322 Government St. in Downtown Andrew, BC.
Where do you get the puzzle artwork ?
All of the beautiful artwork you see on our puzzles has been curated from up-and-coming Canadian artists from coast to coast. We typically reach out to these artists on Instagram or via email, and we're also always accepting art submissions for consideration.
When will I receive my puzzle ?
All our wooden jigsaw puzzles are made to order and typically take 5-10 business days for general orders. Custom puzzles take 2-3 weeks depending on the day ordered- print orders are sent out on Monday end of day.
Once completed shipping time varies by destination but typically :
For orders within Canada: 2-8 days
For orders to the USA: 5-10 days
For orders to Europe: 6-10 Days
For orders to Australia & New Zealand: 6-10 Days
Can I get my own artwork or photo printed on a puzzle ?
Yes! We offer custom puzzles which you can purchase via the listing in our navigation menu.
What's that new puzzle smell ?
Our puzzles, like most other wooden puzzles on the market, are fabricated using a laser cutter which uses a high-powered laser beam to burn through the wood and cut out the pieces. The resulting campfire-like smell is non-toxic and will go away with time; you can leave the puzzle pieces to air out for a few days if you'd like to expedite that process.
My new puzzle has missing or damaged pieces. What should I do ?
While it is a very rare occurrence, our team of humans does sometimes misplace a piece during the production process. If your new puzzle is missing a piece or has damaged pieces, please fill out this form to submit a ticket and we'll get to work on making the situation right.
