FAQs

Yes, we’re still open!  The health and safety of everyone is our top priority and we are taking the best steps to minimise the risk of exposure to Covid 19.

However that hasn’t stopped us from making puzzles right here in Brisbane, Queensland.

We remain committed to supporting all team members and customers throughout this time, and we hope we can continue for the duration.

Thanks for your support.

At My Picture Puzzle we individually make to order cardboard and magnetic jigsaw puzzles using photo’s and images supplied by our customers.  We use high quality gloss paper and industry standard card.

As of August 2021,   

we have two delivery options:

FREE DELIVERY ON ALL ORDERS WITHIN AUSTRALIA – we will dispatch within 3-4 working days of your order being placed, and delivery will be at the discretion of Australia Post.

With ongoing lockdowns across Australia, delivery time frames are longer than usual.  As a general guide, please allow at least 2-3 weeks from dispatch for delivery between Brisbane and your address within Australia. 

EXPRESS POST – We understand you’re in a hurry and express post will certainly speed things up, but delivery will still be at the discretion of Australia Post.  Please allow 2-4 working days from dispatch for delivery between Brisbane and your address within Australia. 

To find out more about delivery delays please visit Australia Post Delivery Times and Service Updates

 

At My Picture Puzzle we offer FREE DELIVERY ON ALL ORDERS with a delivery address in Australia.  No minimum spend, no maximum on the number of puzzles, just free delivery on all orders within Australia.

We also offer Express Post using Australia Post and the cost will be calculated at checkout.  As a guide, Express Post for one puzzle starts at $12.15.

Of course! We offer international post and we can estimate the cost at Checkout before you place the order.

Please visit Australia Post Delivery Times and Service Updates for the latest information on any delivery delays.

Whilst the majority of orders are dispatched by My Picture Puzzle to meet estimated delivery time frames, delivery is determined by Australia Post and cannot be guaranteed by My Picture Puzzle.

If you know you must have a puzzle by a particular date, please consider Express Post at checkout.

See How long for delivery?  for further information about our processing times and express post service.

We accept the following methods of payment:

• Visa and MasterCard via our secure online checkout
• Internet Banking (your cheque or savings account) via our secure online checkout
• PayPal  – login or checkout as a guest

If your order doesn’t arrive as expected please let us know so that we can help to locate it.

Please click here for assistance with undelivered orders.

Upon placing an order you can expect to receive a confirmation email from My Picture Puzzle.  Please check the details carefully as we will be unable to make changes if we have already started to make your puzzle.

Once the order is ready for dispatch, a completion email will be sent.

Please check ‘junk mail’ for your emails if you have not received anything.

Of course!   Perhaps it’s a holiday you’ve booked… or a party invitation…. or a marriage proposal.

Whatever the surprise, you don’t want to wait all day for it to be revealed so we suggest the A4 60 piece puzzle in a Personalised Puzzle Box.  It will take an adult approximately 10 minutes to complete (you’ll have your answer quickly) and it’s large enough that it will feel like a special gift.

You’re welcome to add your own text, or we can add it for you, and when we print the solution picture it will be without the text so that the secret’s not out too early.  If you opt for the Personalised Puzzle Box that includes your photo on the front of the box, that will also be just the image and no text.

We also send the all important puzzle pieces in a separate bag so that you can easily hold them back until the puzzle is almost complete, again keeping the surprise until the very end.

Just one more thing, if you plan to gift the puzzle on a particular day, you might like to consider Express Post at checkout as the delivery date is very predictable.  Normally 3 working days after the order is placed.

If you would like to crop the image yourself, here are the sizes to use:

Please allow for 2mm on all sides to be cut off as part of the puzzle making process.

This means if you have a border, make it thicker on the sides to allow for part of it to be cut away, and please don’t place important details or text hard up against the edges as they may well be cut off!

When you load a photo onto your order only a small thumbnail will be displayed.  This is so you can confirm that you have loaded the image you intended to use.

My Picture Puzzle will receive the full image file.  If it is sideways, or upside down that’s OK because we will turn the image the right way around when making your puzzle.

Because we offer free delivery within Australia on all orders!   Year round, no minimum spend, no maximum on the number of puzzles, just free delivery on all orders.

If you choose to add on Express Post it is calculated at Checkout as we need to know the delivery address and size & weight of the parcel.  As a guide, 1 puzzle to anywhere in Australia with Express Post is $12.15.

That’s ok.  If you’re unable to convert your image file to a jpeg or a pdf, you’re welcome to email the image(s) and the following information to sales@mypicturepuzzle.com.au

• Puzzle size and shape
• Number of pieces
• Personalised Puzzle Box or Flatpack
• Free shipping within Australia or Express Post
• Billing Name & Address
• Shipping Name & Address (if different)

We will create the order and email a preview of your image cropped to puzzle proportions.  We will also email an order confirmation/invoice with payment options.

Please use jpeg or pdf photo files which are at least 1 MB to ensure high quality when printing.

We use specialist software to enlarge and enhance photos and it’s very effective, however if you’re using a photo taken on a phone, and you have the option, please use the largest file size possible.

If your photo is less than 1MB we will still make the puzzle for you as we believe that you have chosen that photo for a reason.  We recognise that while it might not be a perfect photo, it still has sentimental value and that’s why you have ordered the puzzle.  Having said that, if the file is particularly small and we feel your puzzle is too compromised we will get in touch to discuss options.

We need to size your image to the size of the puzzle you purchase and we will enlarge or crop the image as required.  In most cases, cropping is straight forward as it’s just background that is cut out, but if the proposed crop cut’s across the subject of the photo, My Picture Puzzle will make contact to discuss the options before making the puzzle.

Solutions include adding a background to the puzzle so that the whole of the original photo is preserved, or changing the orientation of the puzzle to better suit the photo.  When a modification is required, we will email a snapshot of the proposed puzzle so that you can see the finished puzzle before it is made.