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 puzzle you ordered, so that we can identify the order in our system.

1. Missing a piece.
How it works: you put the puzzle together but miss a piece.
What to do: Please check the puzzle box (especially under the tissue paper or in the bag) and everything around your "puzzling place". The most common places it can hide under: sofa, couch, chair, long shag carpet, long-haired rug, and even under a cat or dog.
If it's still missing, please email us at info@foxsmartbox.com with a photo of the puzzle, so we can locate what piece is missing. We will re-create the piece and mail it to you.

2. Damaged/broken piece.
How it works: We use tissue paper or a decorative bag to keep pieces inside the box as stable, as possible. But being delivered, pieces are shaking inside the puzzle box, and in an unfortunate situation, one piece may stand against another and damage it. 
What to do: please email us info@foxsmartbox.com include a photo of the piece and puzzle, so we can locate what piece is damaged, we will re-create the piece and mail it to you as soon, as possible.

3. Puzzle box got damaged during shipping.
How it works: we carefully pack puzzles for shipping corrugated boxes. Additionally, we buy "damage and lost" 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 the 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. Puzzle was not delivered.
How it works: puzzle wasn't delivered.
What to do: check the address you provided at the checkout, then check the tracking number, its status should be "delivered". If everything is correct, you may ask your neighbors, maybe a mailman put it into their mailbox by mistake and\or contact the shipping service provider. Send us an email: info@foxsmartbox.com

If you got a different issue, email us at info@foxsmartbox.com, and we will try to assist in the best possible way.

Thank YOU!
Have a good puzzling time.