Frequently Asked Questions (FAQs)

Orders

How do I know if a product is available?
You can check the product availability on the product pages in our shop.
There is enough stock to deliver the product right away
There are just a few items left in stock and that we cannot guarantee immediate delivery
The product is currently out of stock and cannot be ordered.
In very few cases it occurs that we cannot deliver a product shown as available. We however do our best to avoid those cases.

How old do I have to be to place an order through Ravensburger Online-Shop?
At the time of ordering, you must be at least 18 years of age to place an order through Ravensburger Online-Shop.

Is there a minimum order value?
There is no minimum value for orders in our Online-Shop.

Do I need to have an account to make a purchase through the Online-Shop?
No, a customer account is not required to make a purchase in our Online-Shop. However, there are many advantages to having an account. For example, you are able to track the status of your order through your Ravensburger account.

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.

Payment

What payment methods are available?
Ravensburger accepts the following credit cards for payment: VISA, MasterCard, American Express, and DISCOVER.

When will I be charged for the invoice amount?
Your credit card will be charged with the full amount once your order has shipped.

How do I change, add or delete a payment method?
In order to protect your data we only save the last 4 digits of your credit card. You can only change your credit card information during the order process.

Shipping and Delivery

Where is my order?
Through your customer account you can manage your orders. Here you have the option to track the status of your order.

When will I receive my order?
With the exception of our Ravensburger Photo Puzzles, we offer you multiple shipping options to meet your needs:
  • Standard Shipping (estimated delivery within 5-10 business days)
  • Priority Shipping (estimated delivery within 3-5 business days)
  • Express Shipping (estimated delivery within 1-2 business days)
Ravensburger Photo Puzzles will ship within 10-14 business days.

What are the charges for shipping?

Standard Shipping is offered at a flat fee of $2.95. Orders above $50 are shipping free of charge.
Standard shipping for Photo Puzzle orders is offered at a flat rate of $5. We do not offer Expedited Shipping for Photo Puzzles due to their customized nature.

All charges are determined at the time of order. If you choose Priority or Express Shipping, the shipping costs will be calculated and displayed before you complete your order and may vary based on weight and dimensions of the package.

Can I consolidate orders from several dates to save in shipping?
We always try to optimize the shipping process of your orders, but due to the complexity of our logistics this is not always possible.
Unfortunately, we cannot combine orders for Photo Puzzles with standard orders. They must be shipped separately.

For other questions regarding shipping and delivery, please see our Shipping and Delivery Policy.

Returns and Replacement

What type of warranty does Ravensburger offer?
Ravensburger offers a 90 day warranty for all products offered in our Online-Shop.

Does Ravensburger allow returns?
Yes, Ravensburger does allow returns. For more information, please see our Return Policy. Please note that due to their nature, customized/personalized items, such as Photo Puzzles, cannot be returned unless defective or damaged during shipment.

How are refunds processed?
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 a refund is issued, the purchase price of the item plus applicable sales tax will be credited. We will refund your delivery charges and the return shipping fee if the item for which you have requested a refund has a manufacturing defect or was damaged during shipment. 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 defector was damaged during shipment.

I have a damaged or defective item. What can I do?
We will accept items with a manufacturing defect or items that were damaged during shipment for full refund or replacement within 30 days of receipt.

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

Photo Puzzles

What should I consider when choosing a photo for my Photo Puzzle?
The quality of your Ravensburger Photo Puzzle very strongly depends on the image quality of your photo. The resolution of your image must be at least 150 dpi.

After the image upload, our Photo Puzzle Designer will indicate the resolution of your image through stars. If the resolution of your uploaded image is not sufficient for the selected puzzle size, you won't be able to proceed with the design process. In this case, please choose a different format or upload a new image with a higher resolution.

You should also ensure that your image is not blurry or out of focus since these conditions have a negative effect on the quality of your puzzle. To help you get the best results for your Ravensburger Photo Puzzle, we have put together a few tips:
  • Make sure that your image has as many different colors as possible.
  • Bright and light colors are easier to make into a puzzle than dark, flat colors.
  • Sharp contours are important, even in the background. That way you can find the correct pieces more quickly.
  • The more details your photo shows, the easier it will be to piece the puzzle together. For example, a large area of blue sky demands a lot of patience in finding the correct pieces.

Can I resize an existing photo to better fit the required pixel amount for my puzzle?
Yes, for Windows PC, you can resize your image in the "Paint" application by right-clicking the image and selecting "Open with" => "Paint".
  1. Once in Paint, in the image group on the home tab, click Resize.
  2. In the Resize and Skew dialog box, be sure that "Maintain aspect ratio" is checked so that the resized picture will have the same aspect ratio as the original.
  3. To resize the picture to a specific size, click Pixels, and then enter a new value in the Horizontal or Vertical box based on the table above. The appropriate vertical/horizontal pixel amount will automatically update.
  4. Save the resized image before uploading into the Ravensburger Puzzle Designer.
Please note: This can only be successfully done without jeopardizing quality if the image is at least 150 dpi in resolution.

What data formats can I upload?
Please use a photo in JPEG format. You can recognize a photo file in JPEG format by the file extension .jpg or .jpeg. The size of the file should be no less than 3MB and no larger than 19MB. The .jpeg format file must be set up with RGB color. Standard pictures from digital cameras are already set up in RGB color mode.

Can I upload any picture?
In order to create a Photo Puzzle from your image, you must own the required rights to the image. Ravensburger reserves the right to refuse projects if the pictures or picture files that are sent do not match the technical requirements noted here, or if they violate or otherwise contain content not in accordance with the Ravensburger brand image, or if they violate the rights of third parties, or if they violate legal regulations. You can find further details in our Terms of Use.

Can I crop the picture after uploading it?
Yes. After you have uploaded the file, you can select a portion of the image that should be seen on your puzzle. In this process, you can move, enlarge, or reduce the section as you wish. When selecting a section, make sure that no important details of your photo are directly on the edge. These may be lost in the manufacturing process of your puzzle.

What is the size of my Photo Puzzle?
  • 100-500 pieces: 19.5" x 14.25"
  • 1000 pieces: 27" x 20"
  • 1500 pieces: 33" x 23.5"

How long does it take to produce and ship my Ravensburger Photo Puzzle?
Photo Puzzles take 10-14 business days to produce and ship. Transit time is an additional 2-7 business days from the East Coast.

How can I check the status of my order?
You can check the status of your order through your Ravensburger Account. If you experience delays, feel free to Contact Us.

Can I have my order delivered to a different address?
During the ordering process you will have the opportunity to enter a delivery address different from the billing address.

Can I still make changes after submitting my order?
We're processing all orders immediately after receipt and therefore no changes are possible after your order was placed.

Can I cancel my order or return the puzzle?
Ravensburger Photo Puzzles are custom made according to your specifications and tailored to your personal needs. That is why we cannot accept cancellations or returns for Photo Puzzles, unless defective or damaged during shipment. You can request a replacement for the same item if it is defective or was damaged during shipment.

How do I enter a coupon code for a Ravensburger Photo Puzzle?
If you have a coupon for a Ravensburger Photo Puzzle, you can enter it during the checkout process (under step 4 "Payment"). The coupon value will be redeemed after clicking the button "Coupon".

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

Ravensburger Points

What is Ravensburger Points?
Every time you shop in the Ravensburger Online-Shop, you will receive Ravensburger Points as a Thank You for your loyalty to genuine Ravensburger quality! Once you have collected 50 Ravensburger Points, you can change it in a $10 coupon for your next purchase in our Online-Shop! You can also collect more points for getting a $25 coupon for 200 Ravensburger Points or a $75 coupon for 500 Ravensburger Points.

How do I collect Ravensburger Points?
You will receive Ravensburger Points every time you shop in our Ravensburger Online-Shop, provided that you have a customer account. How many Ravensburger Points you receive depends on the amount you spend. The more products you order or the greater the value of these products, the more Ravensburger Points you will receive for your order.

How can I check my Ravensburger Points balance?
You can go to your Ravensburger Points account at any time to check your current Ravensburger Points balance. You can also see how many more Ravensburger Points you need before you receive your next voucher.

How long are my Ravensburger Points valid for?
Ravensburger Points are valid for 2 years, so you have plenty of time to collect Ravensburger Points towards your coupon. Of course, only the Ravensburger Points that are no longer valid will expire after 2 years. All the others will remain credited to your account.

Accessories

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

How can I preserve my puzzle and hang it on the wall?
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:
Place something underneath your puzzle to protect the surface of your floor or table. 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. The puzzle is completely dry after approximately 24 hours.

Storage and Transportation of Puzzles
We are puzzle enthusiasts ourselves and are aware of the fact that some of our customers want to enjoy their puzzles together with their friends or just 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.

Data and Personal Information

How will my personal data be protected?
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.

How is my personal information being used?
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.

How can I change my personal information?
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 our 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