Frequently asked questions about the Ravensburger Online Shop

The quality of your Photo Puzzle depends on the resolution of your photo. Ensure your image is at least 150 dpi for optimal results. If the resolution is insufficient for your chosen puzzle size, you will be prompted to upload a higher-quality image or choose a smaller puzzle size.

Yes! If you're using a Windows PC, you can resize your photo using the "Paint" application:

1. Right-click your photo and select Open with > Paint.
2. Click Resize in the toolbar.
3. Select Maintain aspect ratio, choose Pixels, and enter the required dimensions (see below for guidelines).
4. Save the resized image and upload it to the Photo Puzzle Designer.

Note: Resizing only works if your image's original resolution is at least 150 dpi.

We currently accept photos in JPEG format (.jpg or .jpeg).

• File size: 3MB to 19MB.
• Color mode: RGB (most digital cameras use RGB by default).

You must own the rights to the photo. Images that violate third-party rights, legal regulations, or the Ravensburger brand image may be rejected. For more details, see our Terms of Use. 

To ensure your puzzle looks its best, upload images with the following dimensions:

Puzzle Size : Recommended Dimensions (Width x Height)

• 100pc Puzzle: 1890 x 1400 px 
• 300pc Puzzle: 1890 x 1400 px 
• 500pc Puzzle: 1890 x 1400 px 
• 1000pc Puzzle: 2646 x 1890 px 
 
Minimum Size: 1400 pixels 
Maximum Size: 8000 pixels 
 

Yes! You can crop your image in the Photo Puzzle Designer. Adjust the crop area to focus on key details. Avoid placing important elements near the edges, as they may be trimmed during manufacturing.

• 100 piece: 13.25"x16.5"
• 300 piece: 19.25"x26.6"
• 500 piece: 19.25"x26.6"
• 1000 piece: 19.25"x26.6"

Our puzzles are made to order, and the holidays are our busiest time of year!

Off Season (Jan–Oct): Orders are produced in 3 business days.

Peak Season (Nov–Dec): Orders are produced in 2-3 business days. We recommend placing your order early to ensure delivery in time for the holidays. Once processed, delivery takes 3-6 business days and shipped via UPS Groundsaver.
 

Orders placed on weekends will be processed the next business day.

Please provide a physical street address for delivery (PO Boxes are not accepted).

If you checked out with your Ravensburger account, you can log in to your account to track your order status. If you experience delays, feel free to Contact Us. 

During the ordering process, you will have the opportunity to enter a delivery address different from the billing address. 

Please provide a physical street address for delivery (PO Boxes are not accepted).

We process all orders immediately upon receipt; therefore, no changes are possible after your order has been placed.

Because Photo Puzzles are custom-made, they cannot be canceled or returned unless they are defective or damaged during shipment. In such cases, contact us for a replacement.

At the bottom of the checkout page, you’ll find a section labeled Voucher or Promotion Code. Enter your code there, and it will apply to your cart if valid.

• Promotional codes cannot be combined with other discount codes or offers.
• Codes are valid for online purchases only and are available for limited times.
• Promotional codes carry no cash value.
• No price adjustments on previous purchases.

For other questions regarding our photo puzzles or personalized products, please see our Terms of Use or Contact Us. 

Each product page displays availability status:

• Green Dot: In stock and ready to ship.
• Orange Dot: Limited stock available; item may be cancelled.
• Red Dot: Currently out of stock.

Rarely, a product listed as available may become unavailable due to unforeseen circumstances. We strive to minimize such occurrences.

Once placed, orders cannot be canceled or modified. Please review your details carefully before completing your purchase. For defective items, you may request a refund or replacement.

You can request a refund for an item within 30 days of receipt. The 30-day limitation does not apply to requests for refunds due to manufacturing defects.

If a refund is issued, the purchase price of the item plus applicable sales tax will be credited to the original form of payment.

If the item has a manufacturing defect or was damaged during shipment, we will provide a free return label. Refunds are only issued to the original purchaser; however, gift recipients may request a replacement if the item is defective or damaged.

For more details, please visit our Returns and Refunds Policy.

EQL is a third-party commerce platform that helps manage the launch of products in high demand. Ravensburger has now partnered with EQL to help manage new launches of limited-edition, high-heat X products. EQL helps us stop the bots and deliver a fair launch, getting products into the hands of more fans. Click here for more information.

No, a customer account is not required to make a purchase in our Online-Shop. However, having an account offers several advantages, including order tracking. 

I would like to make a purchase as a retailer or organization. How do I go about doing that? 

Please contact our sales department through our Contact Form online.

Ravensburger accept the following credit cards: VISA, MasterCard, American Express, and Discover.

Apple and Google pay are available as well. 

Your card is charged when your order ships.

Promotional codes provide a set percentage off on eligible items. Here’s what you need to know:

• Apply the discount code at checkout.
• Taxes, shipping, and handling fees are excluded from discounts.
• Promotional codes cannot be combined with other discount codes or offers.
• Codes are valid for online purchases only and are available for limited times.
• Promotional codes carry no cash value.
• No price adjustments on previous purchases.

Ravensburger reserves the right to modify or cancel promotions at any time without notice. For additional details, please refer to our Terms and Conditions.

Please allow 24–48 hours for our standard products to be processed and shipped from our U.S. warehouse. Please allow 48-36 hours for our personalized products to be processed and shipped from our U.S. warehouse.

For Standard Products, delivery typically takes 3–5 business days.

For Custom Photo Puzzles, delivery typically takes 3-6 business days. 

• All orders under $50: Flat-rate shipping of $8.00.

• Orders $50+ Qualify for free shipping.

We always try to optimize the shipping process of your orders, but due to logistical constraints, orders cannot be consolidated. Custom Photo Puzzles ship separately from standard products.

For more information on shipping and delivery, please see our Shipping and Delivery Policy. 

Ravensburger offers a 90-day warranty for all products offered in our Online-Shop. 

Yes, except for custom Photo Puzzles, which can only be replaced if defective or damaged during shipping. Returns must be requested within 30 days of receipt. Please note that certain collections and limited-edition items may be marked as Final Sale. These items are not eligible for return or exchange. This will be clearly indicated on the product detail page at the time of purchase.

 For more information, please see our Return Policy. 

You, can request a refund for an item within thirty (30) days of receipt. The 30-day limitation period does not apply to requests for refunds concerning items with a manufacturing defect. 

If you checked out with your Ravensburger account, you can request a refund directly through your account and download a return label.

If a refund is issued, the purchase price of the item plus applicable sales tax will be credited.  

If the item for which you have requested a refund has a manufacturing defect or was damaged during shipment, we will provide a free return label. All eligible refunds are made to the original form of payment. We cannot issue a refund to gift recipients; however, you may request a replacement if the item has a manufacturing defect or was damaged during shipment. 

We will accept items with a manufacturing defect or items that were damaged during shipment for a full refund or replacement within 30 days of receipt. 

For other questions regarding returns, please see our Return Policy or Contact Us. 

The Ravensburger Club is our exclusive bonus program where you collect loyalty points for every purchase in our Ravensburger online store. You can later convert these points into exciting discounts and rewards. As a Club member, you also benefit from special advantages such as birthday vouchers, double points promotions and more.

If you have already collected points in the old loyalty points program as a Ravensburger Points Club member, you can reactivate them in the new Ravensburger Club. Click here to log in to your account. Click here to join and become a member.

Unfortunately, frames are not part of our product line. However, frames are widely available. Be sure to measure the size of your glued puzzle before buying a frame! 

You can purchase our Puzzle Glue&Go! online. The Ravensburger Puzzle Conserver is specifically designed for all our Ravensburger Puzzles and allows you to glue and hang up your puzzle. The finished puzzle is then sealed and preserved so that the colors retain their brilliance. 

Here’s how: 

1. Place something underneath your puzzle to protect the surface of your floor or table. 

2. Carefully apply the Puzzle Conserver with the built-in sponge applicator over the entire puzzle face up. Be sure to dab conserver into the crevices. 

3. The puzzle is completely dry after approximately 24 hours. 

We are puzzle enthusiasts ourselves and are aware that some of our customers want to enjoy their puzzles together with their friends or simply need the space on their dining room table. We have developed a collection of Puzzle Accessories that allows you to safely store and transport your puzzle in progress. 

Ravensburger will only collect personal information to the extent deemed reasonably necessary to serve our legitimate business purposes, and we will take reasonable steps to safeguard personal information we collect from unauthorized access or disclosure and accidental loss or alteration. For more information, please see our Privacy Policy. 

This information will solely be used internally to handle your order and improve our Ravensburger online offers. For further information, please see our Privacy Policy. 

In your customer account, you can change all your personal information. In case you forgot your password, you can request a new one through the link “Forgot your Password?”. Please note that the new password will be a random combination of characters. 

For other questions regarding our use of data and personal information, please see our Privacy Policy or Contact Us.