Frequently Asked Questions (FAQ)
We have compiled a list of answers to the most common questions. In case your question is not listed here or your question is not adequately answered, please send your question by mail to:
We will give great effort to respond to your e-mail within 24 hours (on working days).
What products does puzzleYOU offer?
Based on the picture(s) you load up we produce:
- photo puzzles with 100, 200, 500, 1000 or 2000 pieces and a puzzle with the shape of a heart with 600 pieces.
- a photo matching pairs game
- a gift coupon
What size does the finished puzzle have?
The sizes of our photo puzzles are as following:
100 pieces: 14.3" x 18.9"
200 pieces: 14.3" x 18.9"
500 pieces: 14.3" x 18.9"
600 pieces: 22.1" x 18.8"
1000 pieces: 25.2" x 18.9"
2000 pieces: 35.4" x 26.4"
By means of a frame you can decide the exact cut of your picture. Please note that during production very few millimetres may be lost on the edges of your picture. You should therefore not place any important picture elements there.
What are the puzzles made of?
The photo puzzles are made of special puzzle board. Your photo or collage is printed with the latest digital printing methods and put on 0.09 inch puzzle cardboard.
What size does the box have?
Image files and image quality
Which data formats can be processed?
We solely process JPG (jpg, jpeg) and PNG formats. Most digital cameras automatically take pictures in the required JPG-format!
Which image resolution is required?
The higher the resolution, the better the picture on your printed photo puzzle. The quality of the print also depends strongly on the resolution of the original digital photo. If your picture has a minimum length of 1600 pixels on its longest side, this is sufficient for a puzzle of 200 or 500 pieces. This corresponds approximately to a picture taken with a 2 megapixel camera. For the puzzle consisting of 1000 pieces and the heart-shaped puzzle we recommend a minimum size of 2500 pixels which corresponds to a 4 megapixel digital camera.
After having uploaded your picture, you are taken to the “PuzzleComposer” where a scale ranking from 1 to 5 stars indicates if the resolution of your picture is suitable for the puzzle format you chose:
5 stars = excellent resolution quality
4 stars = good resolution quality
3 stars = average resolution quality; possibly blurred
2 stars = moderate resolution quality, blurred
1 star = bad picture resolution, very blurred
Please note that this scale only refers to the resolution of your picture. Image sharpness and general quality of the picture cannot be considered. The bigger the chosen format for your puzzle is, the better the image resolution needs to be. We do not modify the resolution of your transferred file! We are afraid we cannot process refunds due to insufficient quality of your image files. Please ensure quality of image before submitting the order.
What is the maximum file size I can upload?
The maximum file size is 40 MB.
Which color space of my picture is required?
Please transfer your pictures in RGB or sRGB color space. sRGB is the standard color space of most digital cameras. Please also save black and white pictures as a JPG-file in sRGB and not in gray scale. When you upload a picture which is stored in the CMYK color space the preview shows colors different from the original. In this case you should interrupt ordering and have your picture checked by our customer service. Puzzles are printed as shown in the preview, a complaint due to pictures with CMYK color space can not be accepted.
Will my picture be edited?
No. The picture won't be edited and will be printed exactly like the image file you transferred to us.
I would like to prepare an exactly fitting file. What dimensions should the file have?
Can color deviations occur when printing?
Unfortunately, color differences cannot be excluded due to the individual adjustment of monitors which can differ in brightness, resolution, contrast and color or resulting from different graphic boards. Color deviations between your monitor and the finished product are thus possible.
Can I use every image i want to create my puzzle?
You are required not to infringe copyrights, trademark rights or other protective rights of third persons. Illegal images are strictly prohibited. Further information can be found in our GTC.
Ordering and payment methods
Can I order more than one photo product at once?
After having put your first product into the shopping cart, you can use the button "another product" to continue ordering. This way you can order several different photo products in one command and save shipping costs. By ordering every photo product separately, you have to pay full shipping costs for every single product.
How can I pay?
We accept Visa, MasterCard and American Express. Our payment service will credit your account immediately after your entered details are confirmed.
Onlineservice for secure and easy payment.
Where can I redeem a voucher?
In the shopping cart you will find a blue bar with white space to fill your code into. After entering the code, the final amount will be reduced by the value of the coupon. You can only redeem one voucher per order.
Where do I find the invoice to my order?
We do not send the invoice within the package. You may download your invoice on your personal status site. The link to this status site can be found in the order confirmation.
Is ordering online secure?
We use the SSL-security system (Secure Socket Layer) together with a 128 Bit encoding when transferring data. This technology provides for ultimate security and is also used by banks for data protection of Online Banking. A closed key or lock in your browser shows that your data is encrypted while being transferred.
Is my personal information protected?
We set a high value on diligent handling of your data. Our aim is to ensure you enjoy visiting puzzleYOU.com and recommend our website in good conscience. Since we are legally bound to publicize in which way we process your data, we explain this in our privacy notice.
Shipment and delivery
Can I have the order delivered to a different address?
Yes, at the end of your order you can fill in a delivery address different from the billing address. Thus you can send the photo puzzle to another person – for example as a gift. This service is free of charge. In case you're not available to receive your shipment on working days, you can fill in an alternative address there, for example your working address.
What is the delivery time of my order?
An order placed before midnight will be printed and shipped the next working day. UPS usually delivers the parcel on the 2nd or 3rd working day after shipping. We will inform you by e-mail and send you a tracking number as soon as the parcel will leave the production department. Please remember that UPS does not deliver on Saturdays.
Can I check the status of my delivery?
With the transfer of your package to the UPS courier, a tracking number will be shown in your personal account. By clicking on this tracking number, you will be led to UPS to see the current status of your delivery. The link to your personal account can be found in your order confirmation.
The puzzle is meant as a gift, can you speed up my order for this special occasion?
Our process is aligned to deliver as soon as possible. After confirming your order goes directly into the automated production process. From this moment on, it is impossible for us to take any influence in the production proces. We hope you will understand, that for technical reasons we cannot treat orders in a privileged way. Delivery is already performed as fast as possible, even with extra payment shipping cannot be accelerated. Our current production and delivery time is always available on our Web site. Therefore, we would like to advise you to order your gift a few days earlier, to be sure it will reach you in time.
Can I pick up my order in person?
Unfortunately, collection by the customer is not possible.
What are the shipping costs?
Photo puzzles and matching pairs USA $ 14.99
Which courier delivers my package?
We send your order with UPS, the courier whom we have the most positive experiences with. UPS delivers your package quickly and safely.
Replacements & Refunds
Can I get a refund if I do not like my photo product?
Unfortunately not. You are not allowed to withdraw from a contract regarding goods which have been manufactured based on your individual specifications. That is why it is important to load up an image with a good resolution in the ordering process.
What if my product is damaged or I received the wrong product?
UPS is responsible for delivering your package in the right condition. If you have received a damaged or incorrect product, you are obliged to have your complaint confirmed by the delivering UPS driver. We send wrong delivery and transport-damage declarations immediately to UPS. Without the drivers confirmation we can not treat your complaint. If you notice the delivery of a wrong puzzle after the driver has left, please contact our service team. We will find a solution and tell you what to do with the package.