Questions
Frequently asked
If you have a question not answered here, write to us at hello@puzzably.com.
Subscriptions
What is the difference between Core and Archive?
Core is a month-to-month subscription at $35 per month. You receive one custom 500-piece puzzle in its clear acrylic slipcase each month, billed and shipped on a rolling basis. Archive is an annual subscription at $420 — the same $35-per-month equivalent, paid once. The practical difference is Month 1: Archive subscribers receive the matte-black display rack alongside their first puzzle and slipcase. Core subscribers can purchase the rack separately.
Can I switch between Core and Archive?
Yes. Core subscribers can upgrade to Archive at any time. The difference in price is prorated from your upgrade date. Archive subscribers who wish to move to Core after their annual period ends can do so at renewal — no penalty, no action required beyond not renewing.
How does cancellation work?
Cancellation is handled from your account dashboard — no support ticket required. Cancellation takes effect at the end of your current billing period. Any puzzles and slipcases already shipped are yours to keep. The display rack, if received as part of Archive, remains yours.
Can I pause my subscription?
Pausing is available for up to two months per calendar year. A paused month does not generate a charge and does not produce an edition. The pause does not extend your Archive term — if you are in Month 6 of Archive and pause, Month 7 is the month you resume. Credits do not roll over from paused months.
Are there any additional costs beyond the subscription price?
Each monthly subscription includes one generation credit, which covers creating four AI variants and locking one. If you regenerate — discarding all four variants and generating a new set — this costs one additional credit at $4 each. Shipping is included in the subscription price for domestic orders. International shipping carries a surcharge detailed at checkout.
The puzzle itself
Who generates the image for my edition?
You can. Open the Studio, write a few sentences describing what you want, and the system generates four AI variants for you to review. If none of them work, regenerate. If you do not engage with the Studio in a given month, we generate the edition using our own prompt for that period. Either way, the image is specific to your edition — it is not a stock illustration and it is not reused.
What does the print-yield weighting mean?
When you type a prompt into the Studio, we apply a layer of prompt weights — adjustments we have calibrated for puzzle production. These ensure the generated image has adequate contrast, sufficient edge density, and a tonal range that reads clearly across 500 individual pieces. You do not see or interact with these weights. They run behind the input and affect the output in ways that matter at print scale but are invisible at screen size.
Can I upload my own photo?
Yes. The Studio accepts JPEG and PNG. The uploaded image is interpreted by the model — not directly printed. The output is a stylised generation derived from your photo, not a reproduction of it. This approach tends to produce better puzzle images than a direct photo print, because the model optimises for puzzle-legibility as it works.
What is the puzzle made of?
The substrate is ESKA grey-core puzzle board: 2.1 mm thick, manufactured to DIN 4102, with matte lamination. The matte surface reduces glare and holds printed ink without the plastic sheen common to lower-grade puzzle stock. The die-cut produces 500 pieces with a random-grid interlock — no two pieces share the same shape.
Is the image ever reprinted or reissued?
No. Each edition is printed once and not reprinted. The image does not appear in any catalogue. It exists in the edition that was produced. If a puzzle is damaged in transit, we assess on a case-by-case basis — contact us and we will work out a resolution.
Hardware & display
What does the slipcase look like?
The slipcase is 5-sided, clear acrylic with 2.5 mm wall thickness. The open side faces up for removal. The face and spine are transparent — the puzzle image is visible through the front, and the edition number and date on the spine label are readable when the slipcase is stored vertically. It stacks cleanly and sits at the same depth as a vinyl record spine.
What is the display rack made of?
Matte-black powder-coated steel, slotted construction. The rack holds twelve slipcases in sequence. Dimensions: 32 cm deep, 28 cm wide, 38 cm tall. It stands on a shelf or can be wall-mounted using the two pre-drilled mounting points on the rear face. No assembly tools required — the rack ships flat-packed with two components that click together.
What is the tolerance between the slipcase and the rack slot?
2 mm clearance on each face. This is precise enough to hold the slipcase vertical without bracing and loose enough to slide in and out without force. No glue. No adhesive. The slipcase is supported by the spine at the base of the slot, not by friction against the faces.
Can I buy the rack without an Archive subscription?
Yes. The display rack is available as a standalone purchase from the shop. It is designed for the Puzzably slipcase dimensions but will hold any similarly dimensioned object. Core subscribers who accumulate slipcases over several months often add the rack once they reach four or five editions.
Will the rack hold more than twelve slipcases?
The rack is designed to hold exactly twelve — one complete Archive year. A second rack is available for subscribers who continue past Month 12. The two racks are designed to sit side by side at the same depth, so a continued collection reads as a single system across both.
Shipping & returns
When does my edition ship?
We ship on the 1st of each month, without exception. Domestic delivery takes two to five business days depending on carrier routing. International orders take seven to fourteen business days. You receive a tracking number on the day of dispatch. If the 1st falls on a weekend or public holiday, the shipment goes out on the next business day.
What countries do you ship to?
US-only at launch; UK and Canada within 90 days; EU and Australia by end of year. Shipping rates and any applicable import duties are calculated at checkout. If you are outside the US and want to be notified when we expand to your region, email us at hello@puzzably.com.
What if my puzzle arrives damaged?
Contact us within 14 days of delivery with a photo of the damage. We assess each case individually. For transit damage — cracked slipcase, damaged outer mailer, missing pieces — we resolve with a replacement or a credit, depending on the nature of the damage and available stock. Because each image is printed once, a reprinted puzzle may have minor colour variance from the original.
Can I change my shipping address after subscribing?
Yes. Update your address from the account dashboard at any time. Changes applied before the 25th of the month take effect for that month's shipment. Changes applied after the 25th take effect the following month.
Do you offer returns?
Because each puzzle is custom-generated and printed once, we do not accept returns on the puzzle or slipcase itself. The display rack is returnable within 30 days of receipt if unused and in original packaging. If you are dissatisfied with your edition for reasons beyond transit damage, contact us — we prefer to resolve issues directly rather than through a returns process.
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