Don't Panic! We’re Here to Help!

Piece Replacement Policy

Have you looked everywhere but still can’t find that final missing piece to complete your puzzle? First, make sure you’ve checked thoroughly:

• Around your assembly area.
• Inside the box. Occasionally, pieces can get stuck in the bag.
• Ask your pets—they might surprise you with what they know!

Still no luck? No problem.

Steps to Submit a Replacement Request

1. Send your request via email to info@jacaroupuzzles.com, providing details about the issue and the product model name.
2. Attach proof of purchase from one of our verified retailers. We cannot process requests for products purchased second-hand. Please specify where and when the puzzle was purchased.
3. Include clear photos of the box and the missing or damaged pieces (if applicable).
4. Let us know the address where we should send the replacement pieces.

Please Note:

• If a product is discontinued, it may not be possible to replace the pieces.
• While we strive to assist you as much as possible, our policy is in place to prevent fraudulent claims.
• Your product must have been purchased in new condition less than six months ago.

We can replace missing, lost, or damaged pieces for any of our puzzles if these criteria are met. Once we receive your information, we will contact you via email to confirm that the replacement piece has been sent or to request additional details.

Your request will be handled as quickly as possible. Thank you for your cooperation in helping us provide the best service possible!

Don’t panic! We’re here to help!

First things first...

1. Have you searched everywhere but still can’t find the last missing piece to complete your puzzle? Make sure to check:

Still nothing? No problem. Here is the policy regarding missing pieces for puzzles from the Magnolia and YAZZ brands:

These companies are currently unable to provide replacement pieces for their puzzles. If you are dealing with missing pieces, here are the steps to follow to find a suitable solution:

Puzzle purchased new within the last 6 months:

If your puzzle was purchased new within the last six months, we recommend returning the product directly to the store where it was purchased. Present your proof of purchase to request a replacement or a refund, in accordance with the store’s policies.

If you need more information before returning the product:

You can contact us at info@jacaroupuzzles.com. Please provide the following details so we can evaluate the situation and assist you with your claim:

• A detailed description of the issue.
• One or more photos clearly showing the missing pieces and the product.
• A copy of your proof of purchase.

Important Conditions:

• The puzzle must have been purchased new and not second-hand.
• Without proof of purchase, we will not be able to assist you with your claim.

We understand that these situations can be frustrating, and we are committed to doing everything possible to provide the necessary support. Don’t hesitate to contact us with any questions or for further clarification.

Thank you for your understanding.

If you notice that you are missing a color to complete your diamond painting project, you can contact us.

How to claim your missing diamonds:

1. Provide the name of the canvas or kit purchased.
2. Specify where and when it was purchased.
3. Let us know which color is missing, by providing the #DMC. You will find this number on the symbol chart, to the right of the symbol.
4. Send us a photo of the product.
5. Provide your mailing address so we can send you the missing diamonds.
6. Send this information to info@jacaroupuzzles.com.

We will respond quickly to confirm the receipt of your request and that the diamonds are on their way.

Thank you for your cooperation.

If you notice that you are missing a yarn color to complete your latch hook project, here’s how to proceed:

How to request the missing color:

1. Let us know the name of the purchased item.
2. Specify where and when you bought it.
3. Tell us which yarn color is missing by providing the number. This number can be found on the symbol chart, to the right of the symbol.
4. Send us a photo of the product.
5. Provide your mailing address so we can send you the color.

Send this information to info@jacaroupuzzles.com. We will respond promptly to confirm receipt of your request and the shipment.

Thank you for your cooperation.

Our puzzles may appeal to you so much that you want to frame them. We never use glue on our end to frame our puzzles so we are not familiar with the process. If you use adhesive or other products to keep the puzzle, we are not responsible for any possible damage caused by these products. Please test on a small area before proceeding. It would be a shame if a newly assembled puzzle was ruined.

If your product is defective, you can return it to us for a replacement, but you must first contact us either by email at info@jacaroupuzzles.com or by phone at 450-218-0610 so that we can assess the situation. and find the solution that applies to your case.

We guarantee your satisfaction. If you are not satisfied with the item you have received, and you want a refund, we will refund everything with proof of purchase and return of the product. Simply return the item if you are not satisfied with it. However, your disappointment must be justified. Therefore, we kindly ask you to contact us to give us the reasons for your return request.

The buyer pays the delivery costs of the returned items which we will reimburse if the complaint is justified and the problem is obvious. The refund will be made once the returned items have been received.

If you wish the product to be replaced because it is defective, we can replace it with another identical or equivalent one if it is no longer available. We may ask to provide pictures of the issue which will often suffice to identify the problem. However, we may ask you to return the defective product to us before sending you a new one if necessar.

The items on our website are of excellent quality. We support and are proud of the quality of our merchandise.

However, you must understand that to benefit from replacement service, the product must have been purchased new and less than 6 months old. Beyond this period, it may be difficult to respond to your request. We do not replace products purchased second-hand or that have already been completed. As soon as you notice a defect, it is important to contact us to remedy the situation quickly.