Frequently Asked Questions

I placed an order on your website several days ago but haven't received a notification. Should I have gotten one?

After placing your website order, you should’ve immediately received an email order notification from, subject line “Order #XXXX”. If you don’t see it in your inbox, we suggest checking your spam folder — sometimes you’ll find it there! If you don’t have any email notification of an order number, it could be there was an issue and your order didn’t go through.

If you did receive an order notification, but are looking for your shipping notification email, search and look for the subject line “A shipment from order #XXX is on the way”. That will notify you that your order is ready to ship! A business day or two after that, you should receive another email from, subject line “Your Genius Games order #XXXX shipment update!” that has your tracking number. When your shipment has been delivered, you should receive a final shipping email from, subject line “ A shipment from order #XXXX has been delivered”.

I placed an order and received a shipping notification but never got my package. Where is my order?

We try to process orders in a day or two, and then shipment times vary based on your location. If it is a domestic US shipment and a few weeks have passed without any sign (or several weeks for international shipments), shoot us an email at with the subject line “Missing Package - [Your Name]” and we’ll help figure out what is going on! For US orders, check the tracking number provided in your shipping notification. Sometimes packages unfortunately get held up for one reason or another.

My puzzle was significantly damaged during shipping. What options do I have?

Oh dear! Shoot an email to with the subject line “[Puzzle Title] Shipping Damage - [Your Name] and let us know what the issue is, and we’ll get you taken care of! Please include pictures of the damage so we can better resolve any larger shipping issues that might be causing this sort of damage!

My puzzle is missing pieces. How can I get this fixed?

Email with the subject line “[Puzzle Title] Missing or Damaged Pieces - [Your Name]” to let us know what components you’re missing and we’ll help you out!

Can't find your question? Send us an email, and we will get back to you shortly.

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