Missing, lost or damaged part

Our manufacturer produces our puzzles with the utmost care, but it can still happen that you are missing a piece. Unfortunately, we cannot completely eliminate sorting errors or production defects, but are at your disposal if you are not completely satisfied with the product.

If you happen to be missing a piece when you have finished assembling your puzzle, we will gladly provide you with the replacement piece(s). However, you must understand that to benefit from this service, the product must have been purchased new and less than 6 months old. Beyond this period, it may be difficult to fulfill your request, but not impossible. In this case, you can contact us and we will try to see what can be done.

For damaged parts, we cannot guarantee that it will never happen. Once the puzzle is printed, the pieces are detached using machines that may occasionally cause slight damage to some pieces that quality control cannot detect. If this happens to you, rest assured that we will fix it. We will be able to send you all the parts with the problem so that you have a product in perfect condition. Again, the product must have been purchased new and less than 6 months old.

Please contact us by email at info@jacaroupuzzles.com and provide the following information:

  1. Let us know where and when the puzzle was purchased.

  2. Send us one or more clear photos of the assembled product, clearly showing the location of the missing or damaged piece.

  3. If there is a product code on the side of the box, please provide it. Some models have been produced more than once, and this code helps us find the correct version. Please note: it is possible that your box may not have a code.

  4. Provide the address where we should send the replacement piece(s).

We will process your request as soon as possible. Thank you for your cooperation in helping us meet your needs.

 

Missing diamonds to complete your project

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.

Use of glue on our puzzles

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 are unfamiliar with the process. If you use any 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.