Additional Charges & Puzzle Care Policy

At Preloved Puzzles, we work hard to keep our puzzle collection complete and in great condition for everyone to enjoy. Because our puzzles are shared between many puzzlers, we occasionally encounter missing or damaged pieces.

Over time we’ve learned that only a small percentage of puzzle pieces go missing. Even so, when pieces are lost or puzzles are damaged beyond normal wear, replacement costs may apply so we can continue offering quality puzzles to our members.

Our goal is always to be fair and reasonable when reviewing these situations.

Missing Pieces

A missing piece includes pieces that are lost or damaged beyond use. Examples include pieces that are:

• 
  Chewed by pets
  
• 
  Broken or torn
  
• 
  Water damaged
  
• 
  Otherwise unusable
  

If a puzzle is returned missing pieces, we review the situation carefully before applying any charges.

When reviewing missing pieces we may consider:

• 
  Customer missing-piece history
  
• 
  Photos of the completed puzzle
  
• 
  Puzzle comment cards
  
• 
  Communication with the customer
  
• 
  Membership history and account standing
  

We recommend taking a quick photo of your puzzle when you finish it. You do not need to send the photo every time, but keeping it on your phone can help if questions arise later.

Missing Piece Fee

If charges apply, the standard replacement fee is:

$5 per missing piece

The first missing piece is often forgiven as an occasional accident.

Retired Puzzles

A puzzle may be retired from circulation if it can no longer be rented due to condition issues such as:

• 
  Multiple missing pieces
  
• 
  Significant damage
  
• 
  Sticky or unusable pieces
  
• 
  Excessive bending or warping
  

If a puzzle must be retired because of damage or missing pieces, the replacement cost may be applied.

Replacement costs vary depending on puzzle size:

• 
  300–500 pieces: $20
  
• 
  750–1000 pieces: $25
  
• 
  1500–3000 pieces: $40
  
• 
  Wood puzzles or rare/vintage puzzles: $50
  

Puzzles that are retired simply due to age or normal use will not result in any charges.

How We Determine Responsibility

When a puzzle is returned with missing or damaged pieces, we investigate carefully to determine where the issue most likely occurred.

We may review:

• 
  Customer photos of completed puzzles
  
• 
  Comment cards
  
• 
  Missing piece history
  
• 
  Membership history
  
• 
  Communication with customers
  

Depending on the findings, the responsibility may fall on:

• 
  The most recent renter
  
• 
  A previous renter
  
• 
  Or occasionally shared between both
  

Our goal is to make decisions that are fair to all members of the puzzle community.

Missing or Damaged Puzzle Image Cards

Each puzzle includes a reference image card.

If the card is not returned or returned damaged, a small replacement fee may apply.

Replacement fee: $5

Damage may include:

• 
  Folding
  
• 
  Tearing
  
• 
  Water damage
  
• 
  Excessive wear
  

Chewed Pieces

Pieces that have been damaged by pets or severe handling require custom replacement work.

Because recreating pieces takes time and special equipment, a replacement fee may apply.

Chewed piece replacement fee: $10 per piece

Review Timeline

If a puzzle is returned with potential issues, we may review the situation after it arrives.

Customers may be contacted if additional information is needed.

Typical timelines:

• 
  Investigations may begin within 30 days of the puzzle being returned
  
• 
  Any applicable charges may be processed within 90 days
  

If comment cards or information are incomplete, additional review time may be required.

Our Goal

We know that puzzles are meant to be fun and relaxing. Accidents happen, and we always aim to handle situations with fairness and understanding.

By working together and caring for each puzzle, we can keep the Preloved Puzzles library complete and enjoyable for everyone.