Sometimes a piece goes missing, a beverage is spilled on a puzzle, or a furry family member tries to “help” with the puzzling. Also, depending on temperature and humidity, handling by the shipping company and multiple people assembling the puzzle, it is possible that pieces may begin to have paper lift, plies of the wood may begin to separate or small pieces may break off.

If damage is minor (one piece lost/damaged, paper lift, ply separation), please note the issue when you return the puzzle to us. We also ask that you segregate the damaged pieces(s) following these instructions so that we can send the puzzle for TLC before we offer it for another person to rent.

Click here for rental puzzle return instructions.

Contact us at hello@elmspuzzles.com and we will email you a pre-paid return label.

We rent puzzles for a minimum of 4 weeks. We have found 4 weeks to be sufficient time to ship and complete a puzzle. If you need more than 4 weeks, rentals will auto-renew in weekly increments until the puzzle is returned. The weekly renewal rate is 1/4 the initial rental rate.

Your rental period begins on the day you place the order. However, if there has been a significant transit delay or we were unable to ship your puzzle in a timely manner, please reach out and we can adjust your rental period accordingly.

Puzzles are considered conditionally returned when you drop off the puzzle to be returned and the shipping carrier scans the return label. You will not be charged for renewing your rental so long as you drop off the puzzle to be shipped back before your rental expires. If you have questions or believed you were charged after you dropped off the package, but before it was checked in by the shipping carrier, please email us and we'd be happy to figure it out. 

If you want to keep a puzzle beyond the initial rental period, you may do so.  We will automatically charge your account for the extension of the rental time until the puzzle is returned. 

If your payment method gets automatically charged for a renewal and you believe it has been in error, please let us know and we'd be happy to investigate further. 

You may extend your rental for up to 6 renewal periods. Renewal charges will be automatically applied to your account until the puzzle is returned. After 6 renewals, we consider the rental puzzle sold and will charge your payment method the retail price of the puzzle. 

Instead of renting a puzzle from the Rental Puzzle Library, you may choose to purchase it at its “retired puzzle” price. If you decide you’d like to purchase a puzzle that you currently have on rent, please send an email to hello@elmspuzzles.com, and we will assist you with the purchase.

If you’d like to rent multiple puzzles at one time and have them shipped to you separately (including separate pre-paid return labels), we ask that you purchase each rental as a separate sales transaction.

You may enter an alternate shipping address in checkout for rental puzzle delivery. We will ship the puzzle to the address that you indicate at the time of your rental request.