FAQs

Our policy is to ship all orders within 1-2 business days.  Once it is in the carrier's hands, the delivery time may vary.   We ship via Ground Service.

Our staff is available 8am-4:30pm EST weekdays (9-4pm Saturday; 10-4pm Sunday) to help with questions.  1-800-548-8009.   

How do you ship?

We ship via Ground Service.  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 pieces” mean on the checkout page?

Once you register with us (select a password) you will earn 1 Puzzle Piece for every dollar spent with us.  You can also earn Pieces for referring friends to us.  Once you have accrued 125 Pieces you can redeem for $10 off your purchase.  Collect up to 250 Pieces and redeem for a FREE 1000 Piece Puzzle.  Or keep saving your Pieces and redeem for multiple free puzzles.   In order to claim or redeem your pieces you must be a registered customer and log into your account.  Pieces 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 48 hours of receipt. Orders are shipped from Kentucky. Your shipment can take 1 to 7 business days depending on your distance from Kentucky.  Please allow up to 2 weeks delivery time for shipments to Alaska and Hawaii.

Do you ship internationally?

We do not ship internationally at this time.

I have a duplicate puzzle – can it be exchanged for a different one?

You may return a puzzle 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. The original payment type will be credited. 

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

Address Correction:

If your order has not begun the fulfillment process, we can update your address at no additional cost.  If your order is already being processed we may be able to correct it for a fee, however it is not guaranteed. Depending on the location of your order with the carrier the fee starts at $19.50. If your address needs to be updated, please call 1-800-548-8009.

Order Cancelation:

Orders can be canceled prior to being processed.  However, once an order is in the fulfillment process, we are unable to cancel it.  Our goal is to ship your orders as fast as possible, which can sometimes be within a couple hours!!  To see if an order can be canceled, please call 1-800-548-8009.

I’m missing a puzzle piece… can you send me that piece?

We are not able to replace individual puzzle pieces. Please Note - the only way to know if you are truly missing a piece is to complete your puzzle. We ask that you complete your puzzle and perform a thorough search for your missing piece before submitting a claim. We often hear that pieces like to hide in the most interesting places! A completed puzzle photo showing the missing piece area as well as a photo of the barcode from your box are required with all claims. If all information meets our requirements, we will send out a replacement puzzle as expeditiously as possible. White Mountain Puzzles reserves the right to verify information, require a valid proof of purchase, and to deny requests in its discretion, including in cases of suspected fraud or abuse. Claims do NOT apply to puzzles purchased second hand, or non-U.S. shipping addresses.

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; 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 9:30am - 4:30pm.  Sunday 10:30am - 4:30pm

We are closed on the following Holidays: Easter Sunday, Thanksgiving, Christmas Day. Click on the interactive map on our homepage to get directions to Jackson, NH.

What is the Finished size of your 1000 Piece Puzzles?

Approximately 24" x 30" (give or take an 1/8 of an inch depending on the cut) which is the largest in the puzzle industry.

New Product Packaging?

We are excited to announce an update to our puzzle packaging!  In an effort to be a more environmentally friendly product and reduce waste, we are no longer shrink wrapping our outer puzzle boxes. The inner bags will of course still be sealed to prevent any lost pieces or damages to the puzzle itself.  We have moved to the clear wafer style seals with our branded WMP logo.  The wafer seals are commonly seen on various puzzle manufactures as well as a multitude of other products, like board and card games.  We hope with less waste, continued use of recycled puzzle board and the soy-based inks used,  we are creating a better environment for puzzlers and non-puzzlers alike.  Should you have any questions or concerns, please do not hesitate to contact us.