Updated 5/28/20: The current stay-at-home situation related to the COVID-19 Virus has created unprecedented demand for our puzzles. It has also impacted our warehouse operations. We are shipping orders daily but still a few days behind. Most orders are shipping within 1 to 5 days.
Our staff is working remotely and available 8am-4:30pm EST weekdays (9-4pm Saturday; 10-4pm Sunday) to help with questions. 1-800-548-8009. We are a bit short staffed currently so phones may be busy. Please be patient. Stay safe and stay healthy.
How do you ship?
We ship via USPS, UPS and Fedex. Currently we charge $7.99 FLAT RATE for all Puzzle Orders under $75. We offer FREE Shipping on all orders over $75 and also run monthly discounted shipping promotions (sent via email, sign-up here). Shipments to Alaska and Hawaii are only shipped via the US Mail. Canadian Customers, click here for more info.
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 earn Points for every purchase which can be redeemed for discounts and free puzzles.
What does “redeem points” mean on the checkout page?
Once you register with us (select a password) you will earn 1 Puzzle Point for every dollar spent with us. You can also earn Points for referring friends to us. Once you have accrued 125 Points you can redeem for $10 off your purchase. Collect up to 200 Points and redeem for $16 Off (essentially a FREE Puzzle). Or keep saving your Points and redeem for multiple free puzzles. In order to claim or redeem your points you must be a registered customer and log into your account. Points do expire after 1 year of inactivity (no purchases or redemptions within 1 year). To learn more visit our Rewards Page.
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 either Kentucky or Utah. If you use our default shipping method (Fedex Ground), your shipment should arrive within 1-5 business days depending on your distance from Kentucky/Utah. 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.
I’m missing a puzzle piece… can you send me that piece?
We do not have a system to replace individual pieces.
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
Do you have a store near me?
We sell puzzles to stores all over the country, so there is a good chance 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; however, we are CURRENTLY CLOSED due to the COVID-19 situation. We would love for you to come and visit us when we re-open, hopefully this summer. 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 1-800-548-8009 to check current store hours.) We are closed on Easter Sunday, Thanksgiving and Christmas. Click on the interactive map on our homepage to get directions to Jackson, NH.