FAQ

Thank you so much for purchasing a Hauger Play puzzle, we are honoured. We hope we can answer some of your questions here:

WHAT MAKES HAUGER PLAY PUZZLES SPECIAL?

We work with amazing contemporary artists and photographers from all over the world, with a special focus on Asian creatives, who allow us to adapt their original works of art into superb quality, compelling jigsaw puzzles. Every work of art is carefully selected to fulfil very specific puzzle criteria that make for hours of enjoyable colour and pattern recognition.

Each image is fully licensed, and great care is taken to reproduce works of art in their entirety, and with excellent colour reproduction. Our puzzles have minimum glare, zero puzzle dust and are fully liftable making assembly so much more enjoyable and allowing you to have your finished puzzle framed with ease.

Our puzzles are designed in Singapore and manufactured in our specialized factory in China. We use highest quality 2mm thick, blue core paperboard so that your puzzle will stand the test of time.

CAN I CANCEL OR EDIT MY ORDER?

We start processing your order once you submit it so we cannot cancel, edit or add to your order. Below is our refund or exchange policy.

WHAT IS HAUGER PLAY'S REFUND AND EXCHANGE POLICY?

We are thrilled that you like our puzzles. While we do not offer change of mind returns or exchanges, we do, however, offer a 30-day warranty with either a full refund or an exchange if there are problems with the puzzle.

In order to process this, you must write to customer service, using the email address used to place your order, to info@haugerplay.com within 30 days of receiving your puzzle.

We will need a valid proof of purchase (such as your order number) and a description of the problem, including relevant photographs. The puzzle should be in its original condition to qualify for a refund or exchange and, as such, we may ask you to send us your puzzle for inspection and we will cover shipping costs for this. 

Please allow at least 7 working days from the receipt of your email for us to review the matter and respond to you. We may request for additional details or photograph(s) if needed. Once we verify the matter, we may offer an exchange for the same puzzle, depending on our available stock. If an exchange is not possible, we may offer a refund. Depending on your method of payment, refunds may take 1-2 billing cycles to be credited.

WHAT HAPPENS IF THERE ARE PIECES MISSING OR DAMAGE IN MY HAUGER PLAY PUZZLE?

It is highly recommended that you build your puzzle promptly after receipt to ensure that you are within the 30-day warranty period in case pieces are missing or damaged. You can contact customer service at info@haugerplay.com to let us know about this. In order to process this, you must write to customer service, using the email address used to place your order, to info@haugerplay.com within 30 days of receiving your puzzle.

We will need a valid proof of purchase (such as your order number) and a description of the problem, including relevant photographs. We may ask you to send us your puzzle for inspection and we will cover shipping costs for this.

Please allow at least 7 working days from the receipt of your email for us to review the matter and respond to you. We may request for additional details or photograph(s) if needed. Please note that we are not able to replace missing individual pieces. Once we verify the matter, we may offer an exchange for the same puzzle, depending on our available stock. If an exchange is not possible, we may offer a refund. Depending on your method of payment, refunds may take 1-2 billing cycles to be credited.

HOW QUICKLY WILL I RECEIVE MY HAUGER PLAY PUZZLE?

We do our very best to dispatch your purchase to you promptly once your payment has cleared and if there is available stock. If you are experiencing problems with your payment, please contact us directly at info@haugerplay.com so that we can help. Any purchase that is not paid for in full will not be dispatched and we may cancel your order.

We work with reputable couriers to ensure that your purchase is trackable and sent out via an express service. We will not be held responsible for delays that are outside our control, such as delays at customs. We generally dispatch orders within 1 working day after your payment has cleared and there is available stock, but we reserve the right to extend this during seasonally or exceptionally busy times. Rest assured that we will always do our best to get your purchase to you as quickly as possible.

WHAT ARE THE ESTIMATED COURIER DELIVERY TIMES FOR MY HAUGER PLAY PUZZLE?

  • East Asia: 1-2 working days
  • Southeast Asia: 1-2 working days
  • Oceania: 2-3 working days
  • South Asia: 2-3 working days
  • Europe: 2-3 working days
  • USA/Canada: 3-4 working days
  • Rest of World:  3-4 working days

Contact us at info@haugerplay.com if you need your purchase urgently and we will see what we can do to help out.

WHAT DO I DO IF I'M INTERESTED IN BECOMING A RESELLER?

We would be honoured if you would like to sell Hauger Play puzzles. Please contact us at info@haugerplay.com so that we can discuss it further.

WHO DO I CONTACT IF I'M INTERESTED IN FEATURING HAUGER PLAY OR INTERVIEWING THE TEAM?

We would love to talk to you about this. Please contact us at info@haugerplay.com so that we can learn more about your feature.

CARE INSTRUCTIONS

  • Use clean, dry hands to keep the image crisp.
  • Lift pieces by the edges; separate gently if stuck.
  • Store in the cloth bag, away from heat or damp.
  • Avoid direct sunlight to preserve colour.
  • Build on a puzzle mat or board to protect your work-in-progress.

WARRANTY

Hauger Play offers a 30-day warranty with either a full refund or an exchange.