What To Do About A Missing Puzzle Piece?

We take quality control very seriously. The puzzles are produced in small batches, and every puzzle is checked for the number of pieces before leaving our warehouse, so start by assuming the piece is somewhere in your living room. 

With wooden jigsaw puzzles, it may seem as if there is a missing piece as you get close to completing the puzzle. That's actually a good sign. If you are convinced there is a piece missing, but in the end you are able to complete the puzzle, it is just the right amount of challenging! 

If you get to the end and there is a missing puzzle piece, please do the following before you contact us: 

1. Carefully search the area where you assembled the puzzle (puzzle pieces are notorious for ending up under tables, chairs, sofas, etc.). Don't forget to check between the sofa cushions. 
2. Also, search nearby areas where the piece may have traveled. Many wooden puzzles have small intricately shaped pieces that can easily catch on a sweater or sleeve.
3. Check the bag and box that the puzzle pieces came in. With darker-colored puzzles, it is easy for a piece to get left in the bag or box, as the pieces are less visible against the dark background.
4. Interrogate any guilty-looking family members, friends, or pets. 
5. Allow at least a week for the missing piece to turn up - it usually does!

So... If you still have a missing puzzle piece, here is what to do.

Email us at help@nautiluspuzzles.com, letting us know the puzzle name/SKU# (NPXX-XXX-XXX) and your order ID# from the Nautilus Website or from Amazon, Etsy or eBay. Attach a digital photo of the completed puzzle so we can see which puzzle piece is missing. You can also text us the same information and the photo to 1.800.674.3025.

As long as the puzzle is still in production, we will try to recreate the piece for you as best we can and send it to you at any US address. However, we may not always be able to provide missing puzzle pieces for puzzles that have been retired from production.

As wooden puzzles are cut individually, there is sometimes a very, very slight difference in the image, although the piece will line up perfectly. You generally can't tell it's a replacement piece unless you look really close.

The first replacement pieces are always free, no questions asked (yes, even if your dog ate them), but we reserve the right to charge for repeated replacements. We send the missing puzzle pieces via USPS Ground Advantage, which usually takes 5-14 days to arrive.

Unfortunately, if you are based outside the US, we will have to charge you for our shipping costs to send you a replacement piece.

We cannot replace pieces for you if you purchased the puzzle used, as we have no control over their completeness once they leave our warehouse.