INFORMATION
We will try our best to provide you with fast and affordable courier service. If you have any questions about our shipping policy, please contact our customer service email: support@custompicturepuzzles.com. Our customer service team will solve the problem for you immediately.

• Country We Ship to: Worldwide
• Logistics: DHL, UPS, USPS, CNE, JCEX, YunExpress
• Normal products:Processing time 2-3 business days
• Customized products:Processing time 4-7 business days
• Order shipping time: 7-14 businesses days
• Shipping methods: standard shipping
• Standard shipping fee:＄6(order amount ≤ $ 60)
• Free Shipping (order amount > $ 60)

NOTE:
*If you don’t receive our Customer Service team’s response for an extended period of time (24 hours on weekdays, 48 hours on weekend), please check your Contact email’s Spam folder. Our emails may have been filtered incorrectly by your email server/provider.

Cancel Orders
If you are cancelling your order which has not yet to be shipped out, please kindly contact us via support@custompicturepuzzles.com. For the fastest solution, please provide your order number in the email.

NOTE：
* Cancellations are not guaranteed until you receive an email confirming cancellation.

If you are canceling orders when your parcel has already been shipped out or on its way to destination, please contact us and then kindly refuse to accept the parcel since we are not able to call it back at that time. we will refund your payment after deducting shipping costs. Refunds will be issued as soon as we check that the package has started to be returned.

Damaged Items
If you receive a damaged item, please email us with a photo clearly showing the damaged item:support@custompicturepuzzles.com. We will send you a replacement or refund to you as soon as we confirm the situation(you do not need to return the defective item to us.)

Unclaimed Orders
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of an incorrect or insufficient address.

NOTE:
*Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.

Custom / Duty Fees
Customs fees and Sale tax are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that on rare occasions, customs agents may delay the delivery of some packages.

Separate Packages
In some instances, an order may be split into different packages for any of the following reasons:
* Certain items may be on backorder;
* Weight restrictions for regular shipping imposed by the post office.

Shipping FAQ

What shipping provider do you use?
You can expect to receive your package(s) through your local carrier (USPS or FedEx if you are located in the US) once it passes through customs. Times will vary depending on multiple factors, including seasonality, backlog, and the speed of your local carrier.

Why is my tracking info not updating?
Nothing to worry about, this is perfectly normal! When your order is in transit and moving between countries, tracking will be very slow to update.

I just placed an order, when will it ship?
Normal products:Processing time 2-3 business days
Customized products:Please allow 4 - 7 business days of processing and production time for your order to ship out.

Can I cancel my order?
You are able to cancel your order with no penalty! You must cancel your order within 12 hours after creating it for the cancellation to be applied.

I have a question that wasn't answered, can you please help?
If we still haven't managed to answer your question please feel free to contact us by email:support@custompicturepuzzles.com
We will do our best to reply within 24 hours!