MORE OR LESS FREQUENTLY ASKED QUESTIONS
I bought a product at a physical store that carries Trove. Can I return it here if I don't like it or have an issue with it?
Products purchased from a retail store must be returned to that store. We cannot offer a refund on a product that was not purchased from us on this site because—well, it wasn't purchased from us. If you gave a retail store your money, the retail store must share and honor their own refund policy and will need to refund that money if applicable.
Yep, we can help. Trove products have a 90-day limited warranty. Here's what we mean by that:
Many times, we can help you through any tech issues and have you on your merry way. But if we do find that rare scenario where a product has ceased to function, our warranty holds true here too. Please provide a photo of your purchase receipt (for a store purchase in the last 90 days only) or order confirmation (for an online order in the last 90 days only), and we will send you a replacement product at no charge. We just need you to cover the shipping. If there is no receipt available, or the product was purchased longer than 90 days ago, a replacement product is available for the retail price on our site plus applicable shipping.
If you'd like to take either of these options, please send a photo of the damaged part, your receipt (if applicable), your shipping address and payment preference (Paypal email address or credit card number and expiration) to us at firstname.lastname@example.org, and we'll get you taken care of!
Shipping rates are determined by the total weight of your order and the destination zip code. Currently, USPS is our only shipping option.
Help! A piece is missing from my puzzle!
You got to the last piece, and that last piece was gone? The piece count on our puzzles is individually and digitally confirmed before shipment just before sealing, so it's nearly impossible the piece was not shipped to you. Take a deep breath, and stay with us here. We've literally been there (with the manufacturer of another puzzle, not our own, of course.) Read on, and we'll even confess what the culprit was in our case.
Check the packaging. Sounds silly, but could it be stuck in the corner of the polybag? Hiding in the hang tag envelope? Sitting under the empty jar?
Ask the puzzle ninjas. Most families have one. Ours is the Jason. The person who will hide the last piece just to horde that final bit of satisfaction all for himself. The piece will magically appear, but if it doesn't, you'll have to go shake out some pants pockets or perhaps offer a monetary bribe. This one might take some time.
Stalk the four-legged friends. Spot likes how his teeth marks look, and Toonses secretly plans your demise, so it's not a far stretch to think the final piece may be in one of their hiding places. Their bed, under a blanket, in the food bowl?
Check the puzzle. We're serious. Trove puzzles are a wee bit tricky. Could the piece be in the puzzle already? In a seemingly correct but horribly wrong place?
Check every room. Coins aren't the only things that get lost in the couch. And orphaned socks aren't the only pitiful survivor of the laundry room. Shoes? They can hold more than your feet.
Empty the vacuum. The house vac? Check that bag. The Roomba—remove the bin. This is where our final piece was hiding: Inside Wall•E, our robot buddy. Finding the piece—coated in Margarita salt, crayon shavings, and paper hole punch circles—wiping it off, and placing it in its final spot—was like putting the proverbial exclamation mark at the end of the puzzle. Double rewarding.
Still can’t find it? Take a deep breath. Promise, it’s going to be all right.
Each of our puzzles is individually cut by lasers, so while we can try to send you a replacement piece, it may not fit exactly.
Help! My package is missing!
Packages that are marked as delivered, but are “not received” are your responsibility to track down. Please check with your neighbors, next to your porch, or your back door—sometimes they’re tricky. Your local post office can check the geotag of the delivery scan and escalate an investigation on your behalf, but we are not able to track down on our end.
Packages that have not shown to have been delivered and are lost by USPS will be replaced after 15 days of non-movement. We do not issue refunds on lost packages.
If you have any concerns once your package has been received by USPS, you may wish to open an investigation either through your local post office, or by calling the main USPS support number at 1-800-275-8777 (request to speak to a representative.) We have found that recipient-initiated investigations are a smoother process in terms of routing the inquiry through the correct channels, so unfortunately we are not able to offer to open the investigation on your behalf.