Refund policy

SHIPPING POLICY

All Piecelab orders are shipped across Canada via Canada Post Lettermail. This allows us to keep our prices low and shipping included in every order.

Delivery times:

  • British Columbia: 3–7 business days
  • Alberta, Saskatchewan, Manitoba: 5–10 business days
  • Ontario, Quebec: 7–12 business days
  • Atlantic provinces and territories: 10–15 business days

Orders are processed within 1–3 business days after we receive your photo.

Tracking: Our orders are shipped without a tracking number. This is how we're able to offer free shipping on every order. If your order hasn't arrived within the timeframes above, please contact us at piecelabinfo@gmail.com before opening a dispute with your bank or payment provider — we're always happy to help.

Lost orders: If your order hasn't arrived within 15 business days of your shipping confirmation email, contact us and we'll investigate with Canada Post. If confirmed lost, we'll remake and reship your puzzle at no extra cost. Please note that we retain proof of postage for every order shipped.

REFUND & RETURNS POLICY

Because every Piecelab puzzle is custom-made using a photo you provide, all sales are final. We do not accept returns or issue refunds once production has begun.

However, we stand behind our product. We'll make it right in the following situations:

We will remake your puzzle at no cost if:

  • Your puzzle arrives damaged or defective
  • We made an error with your order (wrong photo, wrong item)
  • Your order is confirmed lost after 15 business days

We do not offer refunds or remakes if:

  • You submitted a low-quality photo and were warned about it before production
  • You changed your mind after placing your order
  • Your order was delivered to the correct address provided at checkout

How to request a remake: Email us at piecelabinfo@gmail.com within 7 days of receiving your order. Include your order number and a photo of the issue. We'll respond within 1–2 business days.

One remake per order. Remake requests are limited to one per order and are issued as a replacement product, not a cash refund.

Chargebacks: We keep proof of postage for every single order. If a chargeback is filed for an order we have proof of shipping for, we will submit that evidence to the payment provider. We encourage you to contact us directly before escalating — we've never left a genuine issue unresolved.

PHOTO SUBMISSION POLICY

After completing your purchase, you'll receive an email with instructions to submit your photo. Please note:

  • Submit your photo within 7 days of purchase. After 7 days, your order may be cancelled and refunded.
  • We accept JPG and PNG files. Minimum recommended resolution is 1200 × 1800 pixels.
  • We do not accept screenshots, heavily filtered photos, or images with watermarks.
  • Black and white photos are accepted.
  • If your photo doesn't meet our quality standards, we'll contact you to request a replacement before proceeding.