FAQ
1. What payment methods do you accept?
We accept American Express, Apple Pay, Diners Club, Discover, Google Pay, JCB, Mastercard, and Visa. All payments are processed securely using encrypted systems.
2. In which currency will I be charged?
All prices and payments are processed in USD.
3. Is my payment information secure?
Yes. We never store your credit card details. Payments are handled by PCI-DSS compliant payment providers using TLS encryption.
4. Why was my payment declined?
Payments may be declined due to incorrect details, insufficient funds, bank restrictions, or temporary provider issues. Please contact your bank or try another payment method.
5. How long does order processing take?
Orders shipping from our CZ location process and ship immediately 6 days per week (Mon–Sat). Orders shipping from our U.S. location ship within 1–4 business days after payment confirmation. Orders placed on weekends or public holidays are processed the next business day.
6. Can I change or cancel my order after placing it?
Once an order is confirmed, it cannot be modified or canceled because processing begins quickly. We continuously produce puzzles in smaller runs based on orders received.
7. Where do you ship?
Puzzles shipping from CZ ship worldwide. Puzzles shipping from U.S. can only ship within the U.S.
8. Where are orders shipped from?
We have two locations. One location in the U.S. (Indiana) produces and ships 1,000 piece puzzles only to U.S. destinations. The other location is in Czech Republic, which produces and ships our 2,000 piece puzzles. Sometimes when you place an order with multiple puzzles, there might be two separate shipments sent out (one from Indiana, and the other from Czech Republic).
9. What is the total delivery time?
Order processing takes 1–4 business days, and delivery takes 5–10 business days after shipment.
The total estimated delivery time is 6–13 business days from order confirmation.
10. How much does shipping cost?
We don’t charge you for shipping. We definitely pay a lot for shipping, but we build the cost into the price so that you know the final price up-front. Promotional or other offers, when available, are clearly indicated. There are no hidden fees.
11. Will I receive a tracking number?
Yes. Once your order is shipped, you will receive a confirmation email with a tracking number. For orders shipping from the CZ location, you should receive a tracking number within just a few yours. For orders shipping from the U.S. If you do not receive tracking information within 4 days, please contact us.
12. What happens if delivery fails?
Delivery may fail due to an incorrect address, recipient absence, or an unclaimed package. If the package is returned to us, reshipment is free if the carrier is responsible. If the issue is due to an incorrect address or unclaimed package, reshipping fees may apply and will always be clearly communicated. Just contact us and we will get it figured out for you.
13. What if my order is delayed?
Delays may occur due to high shipping volumes, carrier disruptions, or weather conditions. If your order has not arrived within 10 business days after shipment, contact us so we can investigate with the carrier.
14. What is your return policy?
We generally do not accept returns, especially “no reason” returns. If the puzzle bag inside the box has been opened, we cannot re-sell the puzzle because we risk lost pieces. Even unopened puzzles rarely come back to us in sellable condition. However, if there is any defect with your puzzle, just let us know. We will send you out a replacement puzzle to fix the situation.
15. How long do refunds take?
Refunds are processed within 5 business days after the returned item is received and inspected. Depending on your bank, it may take an additional 5–10 business days for the funds to appear.
16. What if I receive a defective or incorrect item?
You will receive a full refund, including original shipping costs.
17. Are product images and descriptions accurate?
We make every effort to ensure accuracy. However, minor variations in color or appearance may occur due to screen settings or production batches.
18. Are there non-refundable or final sale items?
Yes. Jigsaw puzzles are delicate and generally do not survive the return process. With over 100,000 different puzzles, we do not keep large numbers of SKUs in stock. Instead, we produce smaller amounts of stock based on what customers are ordering. We cannot afford to stockpile random returns.
19. How is my personal data handled?
We comply fully with GDPR. Your data is used only for order processing, customer support, and legal obligations. We never sell your personal data. Full details are available in our Privacy Policy.
Customer Support
21. How can I contact customer support?
Contact Us
Business Name: Noah American Games, LLC
Store Name: NoahPuzle
Call us: 417-683-1934
Email: info@noahpuzzle.com
Address: 16192 COASTAL HWY LEWES, DE 19958
Response Time: Monday – Friday: 09:00 – 20:00 (CT)
We will respond within 1 business day.