Customer Service (UC)

New to Jigsaw Jungle or a long-time customer who may not have placed an order in a little while? No problem! It's easy to set-up a new account and only takes a minute or two on our website. Just click on "Create an Account" at the top right hand corner of our homepage and complete the required information. Already have an account but you have moved, updated your information, or made other changes? Simply login to your account by going to "MY ACCOUNT," make the necessary changes to your account information, and save. Still have questions or need help? Feel free to contact us via email (service@jigsawjungle.com) or call our toll-free Customer Care hotline: 1.877.7.JUNGLE (1.877.758.6453) and we will be happy to assist you!

Orders can be placed by first locating the Jigsaw Jungle product(s) that you would like to purchase. Once you have found what you would like to buy, simply Add to Cart. Once in the cart follow the checkout process by completing all mandatory fields and a confirmation page will provide you with an order number. We accept orders online 24 hours-a-day, seven (7) days a week. Orders entered on jigsawjungle.com will be processed (pending credit card or PayPal approval, or payment via certified cheque, International money order, or cash) and shipped out from our Montreal (Qc) or Champlain (NY) distribution centers. Orders placed Monday-Friday before 11 AM EST will begin processing that day, excluding holidays, and will ship within 48 hours pending availability and credit verification. All orders placed after 11 AM EST will begin processing the next business day, and ship within 48 hours. Orders placed on Friday after 11 AM EST will begin processing on the following Monday. If the merchandise selected is not currently available or if additional identification is needed for credit verification, Jigsaw Jungle Customer Service will contact you.

Want to see orders you've placed on JigsawJungle.com? No problem, it's easy! We keep a history of all your orders for you so there's no need for you to remember what you may have already purchased at the Jungle. We know you love our puzzles, but you may not want to purchase the same ones twice!

Orders placed Monday-Friday before 11 AM EST will begin processing that day, excluding holidays, and will ship within 48 hours pending availability and credit verification. All orders placed after 11 AM EST will begin processing the next business day, and ship within 48 hours. Orders placed on Friday after 11 AM EST will begin processing on the following Monday. If the merchandise selected is not currently available or if additional identification is needed for credit verification, Jigsaw Jungle Customer Service will contact you.

Jigsaw Jungle uses various transport and courier companies, including UPS, TNT Express Worldwide, Canada Post, FedEx, DHL, USPS, etc., to deliver its parcels to you. Shipping costs and delays will vary based-on delivery address, selected shipping/service method, weather conditions, holiday periods, etc. Jigsaw Jungle typically ships all in-stock orders within 2 business days. Delivery method for orders using Flat-Rate-Super-Saver-Shipping option are at the discretion of Jigsaw Jungle and are generally shipped using Canada Post Expedited or UPS Ground Service. Please note delivery times can vary.

Jigsaw Jungle accepts all major credit cards (Visa, MasterCard, American Express, Discover, Novis), PayPal, Certified Cheques, International Money Orders, Direct Bank Transfers, Interac/Direct Debit and Cash (for in-store purchases only). Please note orders will only be shipped once full payment has been received and has cleared the associated banking institution(s). All payment transactions are made using a secure server. Your personal information is kept confidential and protected. Please note we do not keep record of any credit card, or other financial, information. For any questions regarding accepted payment methods, payment processing, please contact our Customer Care hotline: 1.877.7.JUNGLE (1.877.758.6453).

Prices on JigsawJungle.com are listed in Canadian Dollars (JigsawJungle.com-Canada) and USD (JigsawJungle.Com-USA). Prices do not include applicable sales taxes (taxes are calculated based-on delivery address). Product & Promotions have no cash value and may not be combined or exchanged for goods or services. Jigsaw Jungle reserves the right to make changes to our products, prices, promotions, payment policies, etc. without notice.

Your privacy is most important to us. We will never share your personal information with anyone. If you have any questions about this privacy policy please contact us.

Jigsaw Jungle does collect information from its users - we have to in order to sell you the puzzles you want! But we assure you that any information you provide to Jigsaw Jungle will be used only as you expect - to sell you the best puzzles at the lowest prices. We only collect information relevant to your shopping experience. In fact, you may browse the site without giving us any personal information at all. You will only be asked to provide information when you start the checkout process or if you voluntarily signup for our occasional email list. We may ask you for any of the following information: name, organization (if applicable), shipping address, billing address, billing information (such as a credit card number, expiration date, etc), and your communications preferences. Information that is optional will be noted. We only use the information we collect to process your orders, manage your account, or send you information that you have specifically requested. We don't customize your experience based on information we receive.

If you choose to sign up for our mailing list you will receive occasional communications from us about Jigsaw Jungle International Inc. ONLY. We will never send you anything unrelated to Jigsaw Jungle or puzzles in general. You may change your communications setting at any time. We always honor Unsubscribe requests!

We don't sell or share your information with anyone. Period. End of story. We don't even use it to customize your shopping experience in any way. It is only used to complete the transactions you want.

Cookies are small files that store a unique code that identifies your shopping experience. You need to have "cookies" enabled to use our site. However, we only use 'session cookies' that disappear when you leave our site. We do not store any personal information in those cookies or use them to track your behavior in any way once you leave our site. Using cookies does NOT make your shopping experience less secure. The vast majority of online shopping sites require cookies to be enabled.

Your information is stored on our SECURE servers which are located in North America. Only we have access to the information you submit to us. Your personal information, email address, and other contact info are safe with us. We do not keep any credit card or other personal payment info once your transaction has been completed. We use first-rate practices such as firewalls, encryption, and Secure Socket Layers (SSL 128bit Security) to protect your data. We have a security certificate from Siteground, a premier Internet Security validation firm. If you have any questions about our security, please contact us!

Welcome to www.jigsawjungle.com, the online store of Jigsaw Jungle International Inc. We can only offer you our services if you agree to our terms of service. By using the jigsawjungle.com website you agree to the following terms of service. If you do not agree to the terms and conditions of this Agreement, please do not use our site.

We can only accept orders and personal information from those 18 years old or older. If you are under 18 years of age, you can only use this site with a friend, parent, or guardian who is 18 years old or older.

Please review our Privacy & Security Policy which identifies the use of private information on our site.

Jigsaw Jungle grants you a limited license to use this site and not to download (other than page caching) or modify it, or any portion of it, except with express written consent of Jigsaw Jungle Puzzles International. This license does not include any resale or commercial use of this site or its contents, including any collection and use of any product listings, descriptions, images, prices, html code, etc. This site or any portion of this site may not be reproduced, duplicated, copied, sold, visited, or otherwise exploited for any commercial purpose without express written consent of Jigsaw Jungle International Inc.. You may not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of Jigsaw Jungle or jigsawjungle.com without express written consent. You may not use any meta tags or any other "hidden text" utilizing Jigsaw Jungle or jigsawjungle.com names or trademarks without the express written consent of Jigsaw Jungle. Any unauthorized use terminates the permission or license granted by Jigsaw Jungle.

If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. Jigsaw Jungle does sell products for children, but it must sell them to adults. If you are under 18, you may use JigsawJungle.com only with involvement of a parent or guardian. Jigsaw Jungle reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders at their sole discretion.

Jigsaw Jungle is not liable for any damages including damages to yourself or your computer arising from the use of this site including, but not limited to, viruses, files, or any other content. Jigsaw Jungle is also not liable for any harm caused to you or any other person or property arising from the use of the products we sell.

Please review all of our other policies including our Privacy, Pricing, Product, and Shopping policies. These policies also govern your use of JigsawJungle.com. We reserve the right to make changes to our site, policies, and this Site Use Agreement at any time without notice.

Jigsaw Jungle wants you to be happy with your purchase. However, we understand that there are circumstances that warrant a return. Please read the following terms carefully.

Need to return or exchange a puzzle? You may return any unopened product for a refund within 30 days of receipt of the product with approval from Jigsaw Jungle International Inc. (please note refunds do not include the original shipping charge). Store credit will be issued for items returned past 30 days from the date of purchase. Store credits can be used toward future purchases. Returned items must be received by Jigsaw Jungle in new, unopened, resalable condition with all boxes, parts, instruction booklets and manuals. We only accept Like New, Unopened (in the original shrink-wrap) returns with postage paid.

All returns must be approved by Jigsaw Jungle before they are returned. Once approved, you will be provided with a Merchandise Return Authorization Number (RMA#) to use for the return. Approved returns will be refunded 100% of the purchase price of the unit unless a restocking fee has been assessed. However, you will not be reimbursed for any shipping or handling charges. If Jigsaw Jungle shipped the item(s) to you at no cost (Free Shipping) and you return that item(s) for a refund, the original shipping costs incurred by Jigsaw Jungle will be deducted from your return amount. We will cover the cost of the return shipping only when we send the same item as a replacement for a defective product. Items that are returned and are non-saleable due to use, damage or missing parts will not be accepted and will be returned to sender. Jigsaw Jungle reserves the right to charge up to a 25% restocking fee if needed.

Please call 1.877.7.JUNGLE (1.877.758.6453) or email a request to service@jigsawjungle.com to set-up a return approval and we will provide you with a Merchandise Return Authorization Number (RMA#).

All returns must be shipped to:Jigsaw Jungle International Inc. 8126 Jean-Brillon, Lasalle (Qc) Canada H8N 2J5 Tel.: 1.877.758.6453 / 514.331.3346 The following information must be included with your return: Your full Name, Address, Telephone Number, Order Number and Reason for Return. If you return an item to us and your return does not meet our return policies, your return will not be processed and will be returned to you at your expense. Please contact us if you have any questions before returning an item.

If you return an item without a Merchandise Return Authorization (RMA) number on the outside of the returned box you may not receive credit. Please call or email us to setup a return.

**Opened items will not be accepted as they are considered "Used" and we do not sell used puzzles

Damaged, defective or missing items must be reported to Jigsaw Jungle within 30 days. If items were damaged in transit, Jigsaw Jungle will file a claim with the carrier on your behalf for the damaged items and will send out a replacement item with a return shipping label for the damaged item. Jigsaw Jungle will ship replacement or missing items to you using the most economical shipping method available at the time. Please retain the original packaging for inspection by the carrier. Your account will be charged for the replacement item and then you will receive a credit for the defective item once it has been received by Jigsaw Jungle.

If an item is covered under a manufacturer's warranty and needs to be repaired or replaced after 30 days, simply ship the item back to us and we will act as your agent with the manufacture to get your item repaired or replaced. The manufacturer is solely responsible for determining if your item qualifies for warranty coverage. You are responsible for the shipping charges to get the item back to Jigsaw Jungle. We strongly suggest you use an insured, traceable shipping method. Jigsaw Jungle will not be responsible for lost or damaged items. Once the item has been repaired or replaced by the manufacturer, Jigsaw Jungle will ship the item back to you.

Jigsaw Jungle will process your refund as soon as possible, but please allow up to 2 weeks to process your refund once it has been received. We cannot be responsible for delays caused by the mail or by your credit card company. Jigsaw Jungle will refund you in the same manner in which you paid - by credit card, Paypal, check, etc. If you have not received your refund after 2 weeks, please contact us.

So you've just received that puzzle you've ordered. You open the box and begin working away happily until you realize you're missing a piece!! Don't fret just yet!

It's easy to misplace a puzzle piece, so make sure you look everywhere first.

Jigsaw puzzles today are made with highly precise automated equipment & machinery so it is very rare and unusual to have a missing piece, however, puzzle pieces often wonder-off attached to a piece of clothing or by a curious pet or child. Allow a few days of searching before declaring the piece MIA!

Double and triple check the packaging — it's very possible it could be hidden or stuck in there. Be sure to check between cushions, under the couch, in your newspaper, etc. where you may work on your project(s). We have heard from many customers that cats love to run off with pieces so you may want to check your cats’ favourite hiding place if you have one. Thoroughly search any rooms you used for opening, constructing, gluing, transporting or storing the jigsaw puzzle. Check under chairs, inside open garbage cans, under rugs, in your fridge... you never know! Lastly, make sure that all of the pieces you've placed so far belong where they are, this way you know for sure exactly what piece you're missing.

Still nowhere to be found? Don't worry, there are options still!

Don't lose hope; there are still ways to finish that puzzle! Your best course of action is to contact the manufacturer (see below). Many popular jigsaw manufacturers have anticipated that you may need a replacement piece and have created programs to replace individual pieces or entire puzzles. There are a few things to keep in mind. It's possible that the replacement pieces may not actually fit your puzzle. Manufacturers often replace or rotate cutting dies for quality control. Please refer to the box to see if the manufacturer has included instructions for replacing missing pieces.

If you've determined you need replacement pieces simply follow these instructions!

- Find the brand or manufacturer name for the puzzle

- Determine which piece you need. Generally speaking you can count like you would on a chess board; A57, for example would be the first column and the 57th row.

- Contact the manufacturer. They may require you to mail in the UPC from the box. To help, we have compiled contact information and instructions from our most popular brands. Please refer to our Missing Pieces link for a detailed contact list.

Have a question or need help with something? Send us an email (service@jigsawjungle.com) or call our toll-free Customer Care hotline: 1.877.7.JUNGLE (1.877.758.6453). We'll be happy to assist you!

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