If you are not completely delighted with your puzzle experience, we will replace your puzzle with a new one for free. Promise. Simply contact us at 1-800-548-8009 Mon-Fri 8am-4pm and one of our customer service representatives will help you with your replacement puzzle. If your issue is for a missing piece, we simply ask that you give a couple days to thoroughly look around your house to see if your missing piece turns up before calling. It is rare that a puzzle arrives with missing pieces. We have hundreds of stories about pieces turning up days later in peculiar places. Please see our Lost and Found page here: http://www.whitemountainpuzzles.com/lostandfound.asp
How do you ship?
We ship via US Mail or Fedex. You can choose whichever method you prefer. Please remember though that Fedex does not deliver to a PO Box. Shipments to Alaska and Hawaii are only shipped via the US Mail. Canadian Customers, click here for more info
I'm trying to place an order online using the Quick Order tab, but am being told that the number is invalid. What should I do?
When using the “Quick Order”, you must type the number immediately followed by the capital letters PZ (no space) for a puzzle. For example 1013PZ
If you are using the PZ after the number and the item is still coming up invalid, the item is either out of stock or not available yet. Please call our toll free number 800-548-8009 to check on when the item is expected.
What does “apply points” mean on the online order form?
For every non sale puzzle you purchase and receive, you earn 1 puzzle point. Once you have 12 points you get a free puzzle of your choice, if you choose to apply your points. The free puzzle is a 1000 piece puzzle or smaller. Points do not apply to multiple puzzles in one box. In order to claim or redeem your points you must be a registered customer and log into your account.
Do I have to register to place an order?
You are not required to register to place an order. However, if you do register you will be able to see your order history from that point on and see tracking information on your order. You will also be able to use your puzzle points.
How long will it take to get my order?
Orders are shipped Monday-Friday. We strive to ship all orders within 24 hours of receipt. Orders are shipped from Massachusetts. If you use our default shipping method (Fedex Ground), your shipment should arrive within 1-6 business days depending on your distance from Massachusetts. Allow 3-10 days if you opt for the more economical USPS Shipping option (Please allow 3-4 weeks delivery time for shipments to Alaska and Hawaii).
Do you ship internationally?
We do not ship internationally at this time.
I need my order ASAP. Do you have expedited shipping?
We have NEXT DAY AFTERNOON DELIVERY and 2-DAY DELIVERY via Federal Express. Delivery days are Monday – Friday, holidays excluded. You can estimate the shipping cost online once you enter your items. Express shipping cost is based on weight and distance from us. Orders placed online after 1:00 p.m. EST will be processed on the following business day.
I have a duplicate puzzle – can it be exchanged for a different one?
You may return a puzzle within 60 days of original purchase date as long as it was purchased new and the shrink wrap has not been removed. Please return the puzzle to White Mountain Puzzles: PO Box 818: Jackson, NH 03846. Please pack it inside another cardboard box. Puzzles that are simply wrapped in paper will always arrive to us damaged and will be unsellable. Include a note with your name, address and phone #. If you wish to exchange the item, let us know which puzzle you want sent back to you and include payment of $7.99 for exchange shipping. If simply returning the item, the original payment type will be credited. Exchanges are shipped within the USA only.
If using a ground carrier such as Fedex or UPS, the address is
White Mountain Puzzles
18 Black Mountain Road
Jackson, NH 03846
If returning via the US Postal Service, the address is
White Mountain Puzzles
PO Box 818
Jackson, NH 03846
I’m missing a puzzle piece…can you send me that piece?
We do not have a system to replace individual pieces. Please see the “Lost and Found” section at the bottom of our home page.
Do you have a store near me?
We sell puzzles to stores all over the country, so there is a good change that one is near you. We can look up locations by zip code, so give us a call and we will help you locate a store. Please have ready zip codes for the commercial area where you shop.
Do you have a store in Jackson, NH?
YES we do! And we would love for you to come and visit us. Our puzzle store is located in Jackson Falls Marketplace next to the post office in the beautiful downtown Jackson Village. The store hours are Monday-Saturday 9:00 a.m. to 5:00 p.m., and Sunday 10:00 a.m. to 5:00 p.m. (We do recommend that if you are planning a trip to call our toll free 800 number to check current store hours.) We are closed on Easter Sunday, Thanksgiving and Christmas. Click on the interactive map below to get directions to Jackson, NH.