FAQs

Purchasing with Us

  • Are you a factory or a trading company?

    Yes. Lucid Puzzles is a professional puzzle brand focused on quality products, reliable fulfillment, and customer support.

  • Can I take a tour of your factory?

    Yes, factory visits are welcome.

    Our production facility is open to international partners who want to better understand our manufacturing process, R&D capability, and quality control system.

    We have hosted many customers from Europe, the Middle East, Asia, and other regions.

    A factory visit helps build stronger cooperation and provides a deeper understanding of our Jigsaw puzzles.

    Please contact us in advance to arrange a visit.

    Phone number: +86 13580883692
    Email: winsonzhong290@gmail.com

Products

  • Why does the puzzle have a slight burnt smell when I open it? Is this normal?

    Yes, this is completely normal. Our puzzles are precisely cut using laser technology, which may leave a light burnt wood smell. This is a natural result of the production process and will gradually dissipate after a short period of airing.

  • What difficulty level is this puzzle?

    We don’t assign a fixed difficulty level, as it can vary depending on each individual’s experience and preference.

    To help you choose:

    • Beginner / Easy: Look for children’s puzzles (larger pieces, fewer pieces)
    • Advanced / Challenging: Search for “expert” level designs

  • Can I glue the puzzle after completing it?

    We do not recommend applying glue to the puzzle.

    Reasons:

    • The final result may be uneven or difficult to control
    • It will permanently eliminate the ability to reuse or reassemble the puzzle

    Recommended alternative:
    Use a frame to secure and display your puzzle. This allows you to preserve the finished look while keeping the option to reuse it in the future.

  • Can I send this puzzle as a gift?

    Absolutely! We offer the following options:

    1. Gift Cards

    • Delivered via email
    • Easy and convenient for any occasion

    2. Gift Packaging

    • Includes premium fabric gift bags
    • Different sizes available based on puzzle size
    • One bag per puzzle
    • Designs may vary by season

    Please note:

    • Gift bags do not include frames
    • Framed packaging is not available

Shipping & Taxes

  • How will my order be shipped?

    Shipping methods are selected based on your location and address type:

    • U.S. Mainland Orders: Shipped via UPS
    • PO Box / Alaska / Hawaii / U.S. Territories: Shipped via USPS
    • International Orders: Shipped via FedEx

  • Does expedited shipping get delivered on the weekend?

    Expedited shipping is only delivered during the week, Monday through Friday. There are some locations where there is Saturday delivery, but it should not be expected.

  • Can I pick up my order instead of having it shipped?

    Yes, local pickup is available.

    How it works:

    • Select “Pick Up” at checkout
    • You will receive an email notification when your order is ready
    • Pickup location details will be provided in the email

  • Why am I being charged sales tax?

    Sales tax is applied in accordance with applicable laws and regulations.

    • We are required to collect sales tax once certain thresholds are met
    • Currently, sales tax may apply to orders in all U.S. states

Returns & Damages

  • Do you accept returns?

    Yes, we accept returns under certain conditions.

    Return conditions:

    • The item must be unused and unopened
    • Returns must be requested within the applicable return period

    How to request a return:

    1. Log in to your account
    2. Select the order/item
    3. Submit a return request
    4. Once approved, you will receive return instructions via email

    Return shipping cost:

    • Return shipping is the customer’s responsibility

  • What if my puzzle is missing pieces or arrives damaged?

    We support replacements depending on the situation.

    Covered situations:

    • Missing pieces
    • Damaged items
    • Pieces lost or damaged after delivery

    Cost rules:

    • If the issue is our responsibility → Replacement is free
    • If caused by the customer → A small fee of $3 applies

    How to request a replacement:

    • Please contact our support team via email with your order details

    Important note:

    • If more than 5 pieces are missing, replacement may not be guaranteed and will be handled case by case