Puzzle Rental Club FAQ's
CLUB BENEFITS EXPLAINED
You can choose to have puzzles shipped via UPS Ground or USPS Priority Mail. Shipping to and from your home is included with your rental membership. Each package will include a prepaid label for easy returns. If you can’t find your return label, simply contact us for a replacement.
Original Puzzlers pay the Standard rate for rental puzzles.
Annual Rental Club Members receive rental rates reduced by 15%. Reduced rates are automatically calculated and applied at checkout.
Click here for Rental Rates (at bottom of “Join the Rental Club” page)
As a member of the Rental Club, you’ll have exclusive access to purchase “retired” rental puzzles at any time throughout the year.
When you join the rental club and when your renewal payment is processed, you’ll receive a coupon code for up to $100 off a puzzle rental or purchase of a “retired” puzzle.
If joining the club after the month of March, the coupon value will be prorated. Unused coupons will expire 12 months after issue date.
Exclusive to our ANNUAL PUZZLE CLUB MEMBERS
Throughout the year, you may purchase as many credits as you would like.
- Pay $1,000 and receive $1,150 credit (15% increase)
- Pay $2,000 and receive $2,400 credit (20% increase)
- Pay $3,000 and receive $3,750 credit (25% increase)
If unused after 12 months, credit will revert to the original purchase value (or the applicable proportion remaining) and will have no expiration date.
To purchase credits, click here
To become an Annual Rental Club Member, click here
rental club logistics
We strive to have at least 400 puzzles in the Rental Puzzle Library. We continuously refresh the library with newly crafted puzzles with a variety of images, sizes and cutting styles.
You can see a large image of a puzzle’s artwork by clicking on the image thumbnail in the Library or by clicking on the image tab when looking at individual puzzle details.
The Rental Puzzle Library contains puzzles with artwork that may not available for Custom puzzles. (Some artists allow us to use their images for rental and pre-cut puzzles, but not for orders on demand.)
To see the puzzles in our Rental Library, click here.
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.
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.
Your rental period begins on the day you place the order.
We want you to have the full rental period to complete your puzzle and know transit time in shipping often takes at least a week. To account for this, we add an extra 10 days grace period to the initial rental period.
If you want to keep a puzzle beyond the initial rental period (plus its grace period), you may do so. We will automatically charge your account each week for the extension of the rental time until the puzzle is returned.
When renting a puzzle, you may choose an initial rental period of 4 weeks or of 6 weeks. If you wish to keep the puzzle for more than the initial rental period, you may do so. Additional weeks’ rental extensions will be automatically charged to you until the puzzle is returned.
As long as you have an active club membership, your puzzle may be extended for as many weeks as you’d like. Weekly extension charges will be automatically applied to your account until the puzzle is returned.
Contact us at hell[email protected] and we will email you a pre-paid return label.
Instead of renting a puzzle from the Rental Puzzle Library, you may choose to purchase it at it’s “retired puzzle” price.
If you decide you’d like to purchase a puzzle that you currently have on rent, please send an email to [email protected], and we will assist you with the purchase.
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.
If damage is extensive and will require major TLC or scrapping of the puzzle, we ask that you contact us so that we can discuss a resolution, which may include you paying for the damaged puzzle or for its repair.
We want you to be thrilled with your Elms Puzzle puzzle experience. Please email us at [email protected] to let us know your concern. We’ll work with you to find a suitable solution.
Before using your credits to pay for rentals, you will need to:
- be logged in to the website, and
- your store credit will need to have been added to your account, and
- your credit card will need to be on file in your account.
If you would like assistance adding the credits to your account, please contact us at [email protected], as we can add the credits on your behalf.
Note that once your store credit reaches zero ($0), any remaining cost for rentals and renewals will be applied to the credit card that is on file.
For new rentals:
If the three criteria above are satisfied, you may use your credits for a new rental upon checkout.
To apply credits to renewals, view the applicable rental from your account and turn on the “pay with gift cards balance” by clicking the toggle.
If you joined the Rental Club on July 1, 2022 or later, you are an Annual Rental Club Member and pay an annual fee. This fee is automatically assessed on March 1 of each year.
If you were already a member of the Rental Club prior to July 1, 2022 (this includes former ELMS members who are grandfathered in), you’re automatically considered an Original Puzzler, and will be for life!
You have two options going forward:
Stay an Original Puzzler
As an Original Puzzler, you are a lifetime member of the club—no need to renew, and there won’t be any additional fees beyond the standard rental fees.
Upgrade Your Membership
If you’d like, you can upgrade to the Annual Rental Club Membership. This membership includes additional benefits, such as reduced rental rates and the ability to purchase “upgraded” credits. You can learn more by clicking here
We want to ensure club members have nothing short of a wonderful experience renting puzzles. This includes keeping a fresh rotation of hand-cut puzzles available to our rental club members, providing excellent customer service, and making the rental club easy to access and navigate online for our members.
The annual membership fee helps us cover administrative, labor, and other costs involved with running the rental club. It also ensures that our rental club is comprised of an active community of people who truly appreciate the luxury experience of hand-cut puzzles and enjoy the added perks of membership.
Annual memberships are valid through the end of February of the following calendar year (with automatic renewal charged on March 1). For memberships purchased during the year, membership fees will be automatically pro-rated at checkout.
You can purchase a gift certificate for store credit that your recipient can use to join the rental club. Click gift certificate to be redirected to purchase a certificate.
You can also purchase a gift membership by sending us an email at [email protected]. We will contact you for details and to process the transaction.
If you don’t want to renew your membership, please send an email to [email protected] so that we can cancel the automatic renewal charges. Upon cancellation, you will no longer have access to rental puzzles or club benefits.
Any credits you have purchased, upon expiration, will revert back to their original value (or the applicable proportion remaining) and will remain in your account with no expiration date.
To cancel your membership, please send an email to [email protected].
Except for renewed memberships where we are notified during the month of March to cancel the renewal, no refunds will be issued for cancelled memberships.
(Any coupons or credits obtained and used during the month of March will reduce any refund given.)
Puzzles are not currently available for rent outside of the United States, nor is free shipping provided.
Those residing outside of the U.S. may join the Rental Club to take advantage of the Discounted Credits and for year-round access to the Rental Puzzle Library to purchase “retired puzzles.” Upon joining the club, international members receive a $200 coupon code.
The coupon value will be prorated if joining the club after the month of March and will expire 12 months after its issue date.
If a non-U.S. member mistakenly rents a puzzle, then we will contact the member and cancel the rental transaction.