Customer Service
Get information about:
Ordering
Whether you're a new customer placing your first order with
FractImage or a seasoned veteran, we want to make sure that
ordering at FractImage is as fun and easy as possible.
Ordering from FractImage
Our jigsaw puzzles are organized by manufacturer, and once
you select a manufacturer, the puzzles are then sorted by
piece size. As you browse our puzzles, you can click on the
item to view a larger picture and to add it to your basket.
When you've made your selections, click the "checkout"
button in the upper right hand corner of the webpage. You'll
be prompted to either sign in, create an account or order
without an account. Creating an account saves your shipping
and billing addresses for your convenience in the future.
The next step is to enter the shipping and billing addesses,
then the payment information. After you submit, your order
is sent to FractImage for fulfillment!
Payment
FractImage accepts Visa, Mastercard and Discover cards
for payment. If you pay with a credit card, your card will
not be charged until we ship your order.
FractImage also accepts checks and money orders
via mail. If you are paying by check or money order, we must
receive it before we can ship. Click
here for our mailing address.
Shipping
Shipping Cost: $6.95 on all orders under $79. Free
shipping on all orders over $79. FractImage ships via
UPS Ground.
FractImage ships to the continental United States only.
At this time we can not ship internationally, to Alaska, Hawaii,
P.O. Boxes, or APO/FPO addresses.
FractImage ships orders within a few days of receipt.
However, sometimes a particular item may be on order, and
we will hold the order until it is complete. This is to ensure
that we can offer you the lowest prices and shipping costs.
If an item is on an extended back-order or has been discontinued,
FractImage will notify you.
Returns
You may return items within 30 days of delivery for a full
refund, minus the shipping costs. Returned items must be in
unopened, unused condition (including unbroken shrink-wrap,
if applicable). If your item was damaged in shipment, please
contact us soon after delivery.
When returning an item, we ask that you pack the item securely,
enclose a note with your name and order number, and ship it
back to FractImage (address).
We will issue you a refund upon receipt of the item; because
of that, we suggest you use a shipping method that will confirm
delivery (i.e., UPS, Fedex, USPS Priority Mail with Delivery
Confirmation). Sorry, but we can not credit you the costs
of return shipping.
Please note that we are unable to exchange items, if you
want to get a different item, we ask you to return the first
item, and then re-order the item that you want.
Privacy & Security
Privacy
The information that you transmit to FractImage will
be kept confidential and will not be sold or given to any
third parties, to the extent as law allows. Please note, however,
that you may receive periodic email offers from FractImage
as a prior customer, but can opt-out of such offers by indicating
it on your customer information page or by clicking the link
in the email offer.
Security
Your credit card information is safe with FractImage.
FractImage uses secure server technology (SSL) to encrypt
confidential information during transmission, ensuring that
transactions stay private and protected.
Missing Pieces
If a puzzle you have ordered from FractImage is missing
a piece, please email
us and let us know the puzzle name and manufacturer. Since
missing pieces are a manufacturer's defect, FractImage
cannot ship a replacement puzzle to you. However, we can help
get you in touch with the manufacturer, as most have missing-piece
replacement services. We do suggest you check the puzzle box
and included papers, as many manufacturers already enclose
forms for puzzle piece replacement.
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