FAQ
Why are Cinema Puzzles shipping costs higher than some other puzzle brands?
Cinema Puzzles are designed as premium, collectible products — not standard puzzles. Each order includes a heavyweight keepsake box, puzzle pieces made with premium board, a velvet storage bag, and a collectible poster.Our packaging is also larger and taller than a typical puzzle box, which increases dimensional shipping costs with carriers like USPS. Because of the elevated materials and presentation, our products weigh more and require more shipping space than traditional puzzles. We’ve intentionally prioritized quality and a gift-worthy unboxing experience to create something fans will want to keep long after the puzzle is completed.
What's the status of my order?
You’ll receive a confirmation email when your order is placed and a second email once it ships. If you created an account at checkout, you can sign in using your email and password to view order updates at any time. If you have any questions, feel free to reach out to us at help@cinemapuzzles.com
How can I reach you?
For help with your order, contact us at help@cinemapuzzles.com. For press and interview requests, contact us at eileen@agency628.com. For general inquiries, contact us at info@cinemapuzzles.com. There's a human behind each response, so please allow up to 72 hours for us to get back to you.
What if I need to change my order?
Please email us at help@cinemapuzzles.com as soon as possible if you would like to change or cancel your order. We'll do our best to process your request. Please note that Cinema Puzzles is unable to accommodate any changes to the items or the delivery address once a shipping label has been created.
Does Cinema Puzzles ship internationally?
At this time, we only ship within North America. Due to licensing restrictions, we are not able to offer international shipping.
My puzzle arrived damaged, what do I do?
We design our packaging to protect your puzzle, but sometimes the journey can be tough. If your order arrives damaged, please send your order number and a photo to help@cinemapuzzles.com within 48 hours of delivery.
We’ll take care of it with a replacement or store credit.
What if my order is lost or stolen?
If your order is marked as “delivered” but hasn’t shown up, please give it a few extra business days — carriers occasionally scan packages early. In the meantime, we suggest checking with neighbors or your local delivery office. Once a package is marked as delivered, we’re unable to replace lost or stolen items. We always recommend verifying your shipping details and keeping an eye on tracking updates.
What payment methods do you accept?
We accept all major credit cards, and Apple Pay.
What's your return policy?
We review returns and replacements on a case-by-case basis, with the goal of ensuring a great customer experience. Approved returns must be requested within 14 days of delivery and returned in their original condition and packaging. The puzzle must remain unopened in its original sealed plastic bag. If you need assistance with a recent purchase, please contact us at help@cinemapuzzles.com.Please note that monthly Puzzle Club items are non-returnable.
What if I’m interested in placing a large order?
Great idea. To purchase a large order for a special project or occasion, contact us at info@cinemapuzzles.com.
Are Cinema Puzzles puzzles available for wholesale?
At this time, Cinema Puzzles are available exclusively through our direct-to-consumer website.
I'm interested in featuring Cinema Puzzles
That’s awesome! Contact us at eileen@agency628.com.
