A: Unfortunately, we are not set up to accommodate tours or sell products from our warehouse at this time. All products can be purchased on our website or on Amazon, Etsy, or eBay. We do not currently have a physical retail store.

Q: What is your address if I want to pick up my puzzle at the warehouse?

A: Our address is 3415 Miguelito Ct, San Luis Obispo, CA 93401. You can choose the "Pick Up in Store" option in the shopping cart. We are open Monday through Friday from 9:00 a.m. to 5:00 p.m.

Q: The puzzle I want says it's SOLD OUT; when will it be back in stock?

A: You can sign up for an email when it returns to stock. Go to the puzzle's product page and look for the green Email When Available button on the left-hand side of the page. Enter your email to receive an advance notification when the product is added to the website.

Most puzzles will be back in stock in 5 - 10 days, except for the Advent Calendar, a limited edition seasonal item.

If you want a puzzle back in stock sooner or need it by a particular date, please email us at help@nautiluspuzzles.com, and we'll try to accommodate your needs.

Q: How long will it take my puzzle to ship?

A: Orders received before 1 p.m. Pacific Time Monday - Friday will typically ship the same day. Our warehouse is closed on Saturday and Sunday, so orders placed on Friday afternoon will not ship until Monday or Tuesday if it is a holiday weekend. USPS, UPS, and DHL (International only) are our shipping carriers. Orders that qualify for the free shipping discount ($75+) will ship via the cheapest available method and typically take 7 - 10 business days to arrive. If you want your puzzle to get there faster or specify a shipping carrier, please select that shipping method during checkout. 

Q: How do I contact you guys?

A: Please email us with questions at help@nautiluspuzzles.com. Our average response time is 4 - 8 hours. If you need an immediate response, you can call us at 1.800.674.3025. Our customer service folks can take your call Monday through Friday from 8:00 a.m. to 2:00 p.m.

Q: How much is shipping?

A: We offer Free Shipping on orders over $75 within the contiguous United States. Orders shipped free should arrive within 7-10 business days.

2-3 day Priority Shipping starts at $10.95.

Due to bad weather and other factors the shipping carriers can't control, the actual number of days to ship may exceed the stated timeframes even if you opt for Priority shipping. None of the shipping carriers provide delivery guarantees anymore, but packages typically make it to their destination on time 98% of the time.

Q: How does free shipping work?

If your order is over $75, you may qualify for free shipping (some items, like custom puzzles, do not qualify for free shipping). Free Shipping typically uses USPS for last-mile delivery. Please choose a paid shipping method if USPS does not deliver to your shipping address. Otherwise, your parcel may get returned to us for non-delivery. If we receive the puzzle back to our warehouse and we have to re-ship it to your shipping address, we will have to charge you for re-shipping.

Please Note: When placing an order, check your shipping address and method of shipping carefully. We cannot intercept packages and redirect them once the item has shipped.

Q: Do you ship to places not in the USA?

A: On this website, we now ship to the USA, Canada, Austria, Belgium, China, Denmark, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hong Kong, Iceland, Ireland, Italy, Japan, Jersey, Liechtenstein, Luxembourg, Malta, Monaco, The Netherlands, Norway, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, United Arab Emirates and the United Kingdom.

International shipping is provided using DHL. We continually assess the viability of shipping the puzzles internationally. If your country is not on this list, please get in touch with us at help@nautiuspuzzles.com, and we may be able to add it.

You can also buy our puzzles on Amazon.com, eBay.com, or Etsy.com; they ship to many more countries.

You can also order your puzzles from outside the USA using a Parcel Forwarding Service (PFS).  

They will provide a US address for shipping, so you can shop as if you are in the US.

You order your items from US websites and have them sent to the PFS. The PFS consolidates the items and forwards all your purchases to you in your country.

Two services you may want to check out are:

ShippingXPS  or Stackry or PlanetExpress

Please understand that International shipping and customs can be unreliable and erratic, and you may experience delays in getting your items. Typical delivery times to countries during the non-holiday season are 2-4 weeks. At the holidays (October onwards) those times can increase significantly. You may be responsible for customs duties in your country of residence if those duties are not charged through the shopping cart.

Q: What ages do you recommend your puzzles for?

A: We recommend our puzzles for adults and teens over 13 years old and for putting together as a family with kids 10 and up. Be warned that puzzle pieces are a choking hazard for very small children, and many of our puzzles have sharp points and smaller pieces. Some of our puzzle images have skeletons, cartoon violence, cartoon nudity, or fine art nudity, which may not be considered appropriate for children, so please take this under advisement before purchasing. 

Q: We're missing a piece/broke a piece from one of your puzzles - can you help?

A: Yes, we can typically provide a replacement piece. See our policy on Missing Pieces here.

Q: Can I cancel my order?

A: If your order isn't currently being processed, then yes, we can cancel it. Email us that you want your order canceled (please include the order number), and we'll cancel it if we can and give you a full refund. If you aren't able to cancel your order in time, you can still return it (see below).

Q: Can I return my order?

A: We are happy to accept returns of unopened puzzles (the shrinkwrap has not been removed) within 60 days. You can ship them back to us in California directly. Email us at help@nautiluspuzzles.com for the correct address and to let us know it's coming. We can also provide you with a pre-paid return label, allowing you to take advantage of our shipping rates to send the puzzle back. The cost of the pre-paid return label will be deducted from your credit/refund.

Q: Can you guys gift wrap for me? Can I include a gift message?

A: Unfortunately, we cannot gift wrap, but you can add a gift message by selecting gift in the shopping cart before checkout and filling in the appropriate information. Prices are not included on our invoices as many customers send the puzzles as gifts.

Q: Where are your puzzles made?

A: All our puzzles are made in sunny Central California, USA.

Q: What kind of wood do you use?

A: We use formaldehyde-free birch/basswood plywood, which is sustainably harvested in Finland and FSC-certified. It is graded to European standards and is 4mm thick, which is slightly less than 1/4".

Q: What's a "whimsy piece"?

A: Specially shaped pieces in wooden puzzles are called whimsy pieces. This is a throwback to Victorian times when jigsaw puzzles started. All of our puzzles contain many whimsy pieces that are recognizable as something that matches the puzzle artwork's theme. For example, the Asakusa Rice Fields puzzle has pieces shaped like cats, rice bowls, Japanese temples, Mt. Fuji, etc.

Q: Do you do custom puzzles?

A: As we are a very small company, we are not set up to produce custom puzzles for individual images. With custom orders, there are no economies of scale, and so we would have to charge too much per item to make that work.

If you want to order at least 50 puzzles, email help@nautiluspuzzles.com for pricing. If you are a museum, gallery, or artist interested in working with us to create a puzzle from your artwork or that of one of your artists, please email us at help@nautiluspuzzles.com.

Q: Can I change the shipping address for an order I have already placed?

A: Yes, as long as it has not yet shipped. For assistance, please email us at help@nautiluspuzzles.com, and we will do our best to take care of this for you. Unfortunately, Shopify credit card processing does not allow us to change the billing address once an order has been placed.

Please Note: When placing an order, verify your shipping address and method of shipping carefully. We cannot intercept packages and redirect them once the item has shipped.

Q: Can I order your puzzles for re-sale/wholesale?

A: We consider wholesale inquiries on a case-by-case basis. Minimum order quantities apply, and we do not offer free shipping or credit terms on wholesale orders.

Q: What if I want a puzzle that has been discontinued?

A: Depending on the licensing situation, we may still be able to make a puzzle that has been discontinued as a special order for you. Please email us at help@nautiluspuzzles.com with the name/information of the item you are looking for.

Q: Do you sell frames? Can I glue/frame your puzzles?

A: We don’t sell frames for the puzzles, but here are some ideas.