Support Request
Our company is committed to providing excellent customer service. 99.99% of transactions result in 100% customer satisfaction. Below, please find the most typical 0.01% issues.
Contact us at info@foxsmartbox.com
Please include the order number or first/last name, and the name of the puzzle you ordered so that we can identify the order in our system.
1. Missing a piece.
How it works: You complete the puzzle but discover a missing piece.
What to do: First, check the puzzle box (especially under the tissue paper or inside the bag) and look carefully around your “puzzling area.” The most common hiding places include under a sofa, couch, chair, long shag carpet, long-haired rug, and even under a cat or dog.
If the piece is still missing, please email a photo of the completed puzzle to info@foxsmartbox.com so we can identify which piece is missing. Include your order number, your first and last name, as well as the name of the puzzle you ordered, so we can locate your order in our system.
If the order was placed within the last 30 days, the replacement piece is free of charge. If it has been longer, please use this link https://www.foxsmartbox.com/products/replacement-piece. We will re-create the piece and mail it to you.
2. Damaged/broken piece.
We use tissue paper or a decorative bag to keep the pieces inside the box as secure as possible. However, during delivery, the pieces may shift inside the box, and in rare cases, one piece can press against another and cause damage.
What to do: Please email a photo of the completed puzzle to info@foxsmartbox.com so we can identify which piece is missing. Include your order number, your first and last name, as well as the name of the puzzle you ordered, so we can locate your order in our system.
If the order was placed within the last 30 days, the replacement piece is free of charge. If it has been longer, please use this link https://www.foxsmartbox.com/products/replacement-piece. We will re-create the piece and mail it to you.
3. The puzzle box got damaged during shipping.
How it works: we carefully pack puzzles for shipping in corrugated boxes. Additionally, we buy "damage and loss" insurance for all our shipments.
What to do: please email us a photo of the damaged package and puzzle box to info@foxsmartbox.com. Include the order number or first/last name, and the puzzle you ordered, so that we can identify the order in our system. We will investigate the matter and resolve the situation with you by providing options till you're satisfied.
4. You haven't received the tracking number.
How it works: when you place an order, the system automatically sends an email with your tracking number or text messages (if you fill in your phone number at checkout).
What to do: Please check your email and spam folder. If you can't find it, email info@foxsmartbox.com. Provide the order number or first/last name, and the puzzle you ordered, so we can identify the order in our system. We will answer shortly with your tracking.
5. The puzzle was not delivered.
How it works: the puzzle wasn't delivered.
What to do: First, check the address you provided at checkout, then check the tracking number—its status should show “delivered.” If everything appears correct, ask your neighbors in case the mail carrier placed it in the wrong mailbox, or contact the shipping service provider for more information. You can also send us an email at: info@foxsmartbox.com
If you have a different issue, please email us at info@foxsmartbox.com, and we will do our best to assist you.
Thank YOU!
Have a good puzzling time.