From: Admin

Every care is taken to ensure that a complete puzzle is packed into your box. The puzzles sections remain connected after cutting and are checked to make sure that no pieces are missing from it. Then each puzzle section immediately goes through an automated breaking-up/bagging machine. This is specially designed so that it is virtually impossible for a puzzle piece to go missing. The pieces go into a polythene bag and it is heat sealed closed.

Royce's art appears on many jigsaw puzzles made by various puzzle manufacturer's and we've had feed back from a number of them saying how people have written to them about missing puzzle pieces – that their customer's initial reaction was disappointment but later they found the piece in some strange place. We are told that this is not an isolated incident but a frequent occurrence!

So it is important that after each puzzle making session you carefully inspect the floor and your clothing. This is especially true where there is a patterned carpet or rugs as it is very easy for unnoticed pieces get sucked up into the vacuum cleaner. Or have become stuck in clothing and inadvertently carried to other places and lost or to go through the washing machine.

Since this is the world's largest puzzle – it is likely that in many cases it will be worked on by at least several people over a long period of time and so it's important that every care is taken.

But good news if you have a missing piece(s) you can order a replacement at no charge. However, this service is only valid until end of stocks and provided that all requirements are met. This service covers a limited number of pieces.

Inside the puzzle box there is a leaflet that gives 'Instructions for sending away for your lost piece replacement'. It contains a form that needs to be completed with your postal details and missing puzzle piece(s) details. This form has the registration number of your actual puzzle. This number is needed to process your claim. You identify your missing piece by it's location in the puzzle. It is expressed by A & B co-ordinates e.g. A6 B3. Where A is the number of the COLUMN it is. And B is the ROW. You start counting from the top left hand side corner piece to the place in the puzzle where the piece is missing.

Hope that helps.