Don't Panic! We’re Here to Help!

Piece Replacement Policy

Have you searched everywhere but can’t find the last missing piece to complete your puzzle? First, make sure to check:

• Around your assembly area.
• Inside the box. Occasionally, some pieces may remain stuck in the bag.
• Ask your pets. You’d be surprised at what they might reveal!

Still nothing? No problem.

Steps to Request Replacement Pieces

1. Send us an email at info@jacaroupuzzles.com detailing your issue and including the product’s model title.
2. Provide proof of purchase from one of our verified retailers. Requests cannot be processed if the product was purchased second-hand. Please include information about where and when the puzzle was purchased.
3. Attach clear photos of the completed puzzle showing where the piece is missing or damaged pieces (if applicable).
4. Provide the address where we should send the replacement piece(s).

Gifts and Second-Hand Purchases

• For gifted puzzles: A replacement is possible only if you provide valid proof of purchase from one of our recognized retailers.
• For puzzles purchased second-hand (garage sales, exchanges, online platforms, etc.): These products are not eligible for replacement.

Note: If a product is discontinued, it may not be possible to replace the pieces

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 or a quality issue, 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 ask that you communicate with us via email 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 or defects of the product.
• A copy of your proof of purchase from one of our recognized reseller.

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 could return it to us for a replacement, but you must first contact us either by email at info@jacaroupuzzles.com 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.