Shipping policy

Shipping Policy
Last Updated: [2025-10-15]
Thank you for choosing PhotoGrain Puzzle to turn your precious memories into timeless art. We know you are excited to receive your custom piece. This policy outlines everything you need to know about our shipping process.
Our commitment is to craft and deliver your personalized puzzle and frame with the care and precision it deserves.
1. The Journey of Your Custom Order
Understanding our process is key. Your total delivery time is a combination of two distinct phases:
Processing Time + Shipping Time = Total Delivery Time
a) Order Processing & Crafting Time
This is the time it takes for us to bring your vision to life. Because every product is made-to-order with your unique photo and text, this phase is crucial.
- Standard Processing Time: 7-10 business days
- This includes preparing your photo for printing, crafting the wooden puzzle, laser engraving your custom text, and carefully packaging everything in our signature gift-ready materials.
- "Business days" are Monday through Friday and exclude public holidays.
- You will receive an email notification once your order has been crafted and is ready to ship.
b) Shipping Time
This is the time it takes for the package to travel from our workshop to your doorstep. This begins after the processing and crafting time is complete.
2. Shipping Rates & Estimated Delivery Times
We currently ship to addresses within the United States and Canada. All orders are shipped with tracking.

Please note: Shipping times are estimates provided by our carriers (e.g., UPS, FedEx, USPS) and are not guaranteed. Delays can occur due to weather, customs, or other factors outside of our control.
3. Shipment Confirmation & Order Tracking
Once your order has shipped, you will receive a Shipment Confirmation email containing your tracking number(s). The tracking number will be active within 24-48 hours, allowing you to follow your package's journey to you.
4. Customs, Duties, and Taxes (For Canadian Customers)
PhotoGrain Puzzle is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
5. Damaged or Lost Packages
We take immense care in packaging your order in high-strength materials to ensure it arrives in perfect condition. However, if your order arrives damaged, please contact us immediately.
- Please email us at  sales@photograinpuzzle.com within 7 days of receiving your order.
- Include your order number, a photo of the damaged product, and a photo of the shipping box.
- Please save all packaging materials and damaged goods before filing a claim. We will work with you swiftly to arrange a replacement.
6. Incorrect Shipping Address
It is the buyer's responsibility to provide a complete and accurate shipping address. Please double-check your address at checkout.
If a package is returned to us due to an incorrect or incomplete address, the customer will be responsible for the reshipment costs. We are not responsible for packages delivered to an incorrect address provided by the customer.
7. Contact Us
If you have any further questions about your order or our shipping process, please don't hesitate to contact us at  sales@photograinpuzzle.com.