Order
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How do I place an order?
Select a puzzle size. You can choose picture puzzles
of 12 to 2000 pieces.
Choose a photo for a puzzle from your PC. The file size of the photo
must be at least 500 Kb. Click "add to cart" and your photo will be
transferred to our database. This may take a while, depending on the
respective file size.
Fill out the order form completely and make s payment using your
credit/debit card or PayPal account.
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How can I check the status of my order?
After your order, you will receive a confirmation e-mail with your order ID,
payment and shipping information. On the main page, navigate to "Order
Status" and use your order ID and e-mail address to receive updated information
about your order status.
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What is the delivery time and can I order express?
Standard delivery time for US customers is 4-5 working days after payment. We cannot deliver
any faster than this, even if you are willing to pay for express delivery. We manufacture
quality products and as we all know true craftsmanship takes time. We use
DHL Express for normal delivery.
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How much is shipping?
There is only a single flat rate shipping charge of $15.90 on all
orders worldwide.
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Do you ship abroad?
We deliver to many parts of world (except Africa, South America and few
Asian countries). If your country is not in the list in the order form,
please use one of our authorized distributors in your location.
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Photo
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What are the requirements for a suitable photo?
Your photo must be a digital photograph. This photo that was taken with a digital
camera, scanned slide photograph or your own artwork. The photo must be in
JPG file format. The file size of your photo should
not be less than 500 Kb and not greater than 10 Mb. Use only high quality photos with bright colors and
high resolution.
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Can you check my photo?
Yes, we can. E-mail your photo to photocheck@venuspuzzle.com.
You will receive a prompt response.
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Can I send you a slide photo and you scan it?
No, unfortunately not. We only process digital photos.
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Can I use a photo taken with my mobile phone?
Yes and no. As long as the file size of the picture is not less than 500 Kb, it is
no problem. However, most cell phones take low quality digital photos. We do
not suggest using cell phone photos.
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Can I use a photo downloaded from the Internet?
No. At least in 9 out of 10 cases. The files used on websites are of a low
quality and you will need to comply with the respective copyrights in
order to reproduce such pictures.
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Quality
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What resolution do you print?
We use printers with high-resolution printing and EFI Fiery print controllers. 1200 DPI
or so you might say.
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What is the thickness of the cardboard?
We use quality blue Eska Puzzle
cardboard imported from Holland. The thickness of the cardboard is 0.079" (2 mm)
which makes it very sturdy.
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Is the cut clean?
Yes, the
pieces fit together perfectly. Special blades not only cut but also slightly
bend the piece edges, which makes them easy to assemble.
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What are the dimensions and shapes of the pieces?
Our
cutting blades were designed to meet your individual expectations. The size of each piece
is similar 0.7" (18 mm). However, each piece is of a unique shape.
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How is the puzzle packed?
Our two-part printed box, made of stable cardboard with mounted printing makes it fully
customized to each order. The picture on the lid and sides of the box are one of a
kind package.
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Payment
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What kind of payment methods do you accept?
We only accept Credit/Debit Card payments via PayPal secure payment
processor. You can also use your PayPal account for payment if you already have
one.
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Is the payment process
secure?
Yes, our payment processor uses 3D SECURE XML-based protocol for online
transactions. When you decide to pay, you will be redirected to the processors
secure website. Once the transaction is completed, you will be redirected back
to our website. We will never see the actual card information.
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Can I pay with a check
or a bank transfer?
Unfortunately not.
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Shipping
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How is my order delivered?
All orders are produced and shipped from Europe. Once we have your order
processed, it will be shipped to the delivery address via DHL Express . Your order status is updated
immediately with a tracking number, which can be entered at Dhl.com for
tracking your puzzle, once the package is shipped.
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How much is shipping?
There is only s single flat rate shipping charge of $15.90
on all orders worldwide.
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Customs and Taxes
Customs or duty charges are always the responsibility of
the recipient. Recipient may be subject to import duties
or taxes, which are levied once a shipment reaches your
country. According to our experience, there are no taxes
or customs fees for importing "cardboard puzzles" in
Europe and US. Additional charges for customs
clearance must be borne by customer, since we have
no control over these charges. Customs policies vary
widely from country to country; you should contact your
local customs office for further information.
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What happens if I am not
present at the time of the delivery?
DHL will contact you by phone first. You can re-arrange to delivery for
another date.
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Can I use a delivery address
other than my billing address?
Yes, this is possible. Please, fill out the DELIVERY address of your choice in the
order from. You will be asked for a billing address when processing the payment.
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After two weeks my
order still has not arrived yet. What now?
If your order is
not received within 10 working days, but you can find your DHL tracking
number on the status page, please, be patient - your order shall arrive very soon.
If you cannot find your tracking number after two weeks, there might be a
problem with US customs. Please, wait 2-3 more days. In any other case, please
contact our
customer service.
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How long does the shipping
take to Hong Kong or Australia?
It usually takes 6-7 working days
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Others
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Do you exchange links?
Not at this point.
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Order status detailed explanation
Using your e-mail and order ID you can receive
information regarding your order, such as order details and the current status of your
order. The status may state the following:
Order: Requested - Your order can not be accepted yet due to an incomplete
payment, missing photo, or unsuitable photo. We will contact you with further
instructions.
Order: Accepted - Your order was accepted, payment has completed, and the photo
is suitable. Allow 2 days for the production of your puzzle.
Order: Processed - Your order was manufactured and is being prepared for
dispatch.
Order: Shipped - Your order was manufactured and shipped to the delivery
address. The tracking number appears in the order status. You can track the
order at www.dhl.com
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Where to obtain an invoice for my order?
The invoice is attached with the order packaging but you can also print it
out from the "order status" page. Some customers do not want an invoice to be attached with their order,
since the puzzle is delivered to the specified person as a gift.
Unfortunately,
the invoice has to be always attached to the order. We can not remove it even if
you wish so. If the invoice is not present, the customs may hold the item for
certain period due to incomplete documentation and this may cause significant
delay in delivery.
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