Answer
Feb 18, 2022 - 06:58 AM
Our mission is to provide a high quality product, so we are very disappointed that our item failed to meet that standard. We will work hard to make sure that we make it right.
Having said that, there are a few things that we would like to review first.
- Due to the variation in the cutting process, the piece count listed on our puzzle is approximate. There is no way to know if you are missing a piece until the puzzle is completed. We ask that you complete your puzzle prior to determining that a piece is missing.
- Puzzle pieces can end up in the most unusual places. We ask that you please conduct a thorough search for your piece prior to requesting a replacement.
- We have no way of replacing individual pieces. Even if we send you the same item, there is no way to know whether that same piece from a different unit will fit into your existing puzzle.
- With exception to sports products, we cannot guarantee that you will receive the same product that you originally purchased. We want to provide our customers with variety, which means we are always creating new images. While we can assure you that you will receive the same piece count, we cannot guarantee the same image or genre. If you are only interested in receiving the same product, please let us know in the dropdown question and we will do our best to accommodate you.
- MasterPieces does not ship product internationally, if you have an issue with a product and reside outside of the US, please contact the place of purchase for an exchange or refund according to the policy of the purchase store.
Please use the provided link to our "Product Quality Support" form to give us the basic information needed to send you a replacement. A confirmation pop up will appear once you have successfully submitted the form.
https://www.masterpiecesinc.com/quality-missing-piece/
This link is for jigsaw puzzles only. If any other product that you have purchased with us requires attention, please use our Contact page to send us a message. Including your name and address on all inquiries.
Please note that replacement orders may take 3 - 4 weeks to process.
MasterPieces Consumer Affairs
