Legal

Returns & Refunds

Last updated: April 9, 2026

The Short Version

  • ✅   Standard puzzles: 30-day return window for defective or damaged items
  • ❌   Custom puzzles: Non-refundable — made to order from your photo
  • 🚚   Damaged in shipping: Report within 7 days with photos — we'll make it right
  • 🎨   Color guarantee: Lifetime — contact us if color ever fades or peels

Standard Puzzles

If your puzzle arrives defective or was damaged in shipping, we will replace it or refund you in full — no questions asked. Contact us within 30 days of delivery at matt@whittledco.com with:

  • Your order number
  • A description of the issue
  • Photos showing the defect or damage

We will respond within 2 business days with next steps. Approved returns receive a prepaid return label. Refunds are issued to your original payment method within 5–7 business days of receiving the return.

We do not accept returns for change of mind. These are handmade, limited edition items — please review the product page carefully before ordering. If you have questions before purchasing, email us.

Custom Puzzles

Custom puzzles are made specifically from your photo and cannot be resold or restocked. For this reason, custom puzzle orders are non-refundable, except in the following cases:

  • The puzzle arrives damaged in shipping
  • There is a production defect (color error, incorrect cut, missing pieces)
  • We are unable to produce a quality result from your submitted image and notify you before production begins

If any of the above apply, contact us within 7 days of delivery with photos. We will replace the puzzle or issue a full refund.

Shipping Damage

Inspect your puzzle upon delivery. If the outer box shows significant damage, note it with the carrier before signing. Contact us at matt@whittledco.com within 7 days of delivery with photos of the outer packaging and the puzzle itself. We will file a claim with the carrier and ship a replacement.

Pre-Orders

Pre-orders may be cancelled for a full refund at any time before your order ships. Once shipped, standard return terms apply. If we need to delay a pre-order significantly, we will notify you by email and offer a full refund if you prefer not to wait.

The Lifetime Color Guarantee

We warrant that the color on any Whittled puzzle will not fade, peel, or crack in your lifetime under normal display conditions. This is not a return policy — it is a standing guarantee. If the color ever fails, contact us at any time with your order number and photos and we will replace the puzzle.

Contact

For any questions about an order or this policy:

matt@whittledco.com
Newotics LLC DBA Whittled, Louisville, Kentucky