Puzzle Rental Club FAQ's

CLUB BENEFITS EXPLAINED

Shipping to and from your home is included with your rental membership. Each package will include a prepaid label for easy returns. If you can’t find your return label, simply contact us for a replacement.

Classic Puzzlers pay the base rate for rental puzzles. AVID and PERIODIC puzzlers receive reduced rates:

  • AVID Puzzlers: Rates reduced by 40% 
  • PERIODIC Puzzlers: Rates reduced by 15%
  • ORIGINAL Puzzlers: Standard rate
Reduced rates are automatically calculated and applied at checkout.

At least twice each year, we retire puzzles from our rental club by making them available for purchase at reduced prices during a Retired Puzzle Sale. As a member of our Rental Club, you’ll have exclusive early access to purchase these used puzzles before we make them available to the general public.

It’s possible that a Retired Puzzle Sale may end before it ever opens to the general public. Depending on the number of puzzles available for sale and the demand from our Rental Club members, all used puzzles may be sold during the exclusive member-only portion of the sale.

Once a year, you’ll have the opportunity to collaborate with one of our talented puzzle cutters in choosing a piece of artwork and speciality pieces for a new rental puzzle.

Once the puzzle is completed, its label will note that it was designed by a Rental Club member. You (or your family) can be named as the designer, or you can choose to remain anonymous. When it’s time to retire the puzzle from the library, we’ll give you right of first refusal to purchase the puzzle at a reduced price, regardless of your club member status at the time of its “retirement.” If you choose not to purchase the puzzle, it will be made available during one of our Retired Puzzle sales.

When you join the rental club and when your renewal payment is processed, you’ll receive one (1) free rental of any size puzzle.

The free rental must be used within 12 months of issuance.

Each quarter we will raffle off a free 100 piece precut puzzle to one of our Rental Club members. To be eligible for the raffle, simply post a picture with one of our puzzles to social media and tag Waterford Puzzle Company. We’ll gather all the tagged posts for a given quarter and choose a winner at random.

Exclusive to our AVID Puzzlers

We’re constantly adding new and interesting puzzles to our rental club. Newly added puzzles will be announced and available exclusively to our AVID Puzzlers for one week, after which these puzzles will be available to all our rental club members.

Exclusive to our AVID Puzzlers

Twice each year we’ll offer you the opportunity to purchase a $500 store credit for $400. You can purchase as many $500 credits as you’d like during the promotion.

This 25% perk will be good for 12 months (regardless of rental membership status) and can be used across our entire shop, like cash.

If unused after 12 months, your $500 credit will revert to the original purchase value of $400.

rental club logistics

Currently, we strive to have at least 400 Waterford puzzles in the Rental Puzzle Library. Our goal is to “retire” about 25% of the library each year.  We continuously refresh the library with newly crafted puzzles with a variety of images, sizes and cutting styles. “Retired” puzzles will be placed in a Retired Puzzle Sale at reduced prices.

The Rental Puzzle Library contains many puzzles with images that are also available to be crafted into Custom puzzles. The library also includes puzzles with artwork that is not available for Custom puzzles. (Some artists allow us to use their images for rental and precut puzzles but not for orders on demand.)

To see the puzzles in our Rental Library, click here.

You may enter multiple addresses on the website for rental puzzle delivery. We will ship the puzzle to the address that you indicate at the time of your rental request.

We want you to have a full month to complete your puzzle and know shipping time for a rental puzzle can take up to a week. To account for shipping we give you an extra 10 days grace period that is added to the first rental month.

When renting a puzzle, you can only pay rent for one month at a time. If you wish to keep a puzzle for more than one month, you may do so. Additional months’ rent will be automatically charged to you until the puzzle is returned.

As long as you are an active member of the club, you may renew a puzzle as many times as you’d like. Renewal will be automatically charged to your account monthly.

Contact us at hello@waterfordpuzzles.com and we will email you a pre-paid return label.

We plan the number and types of puzzles for our Rental Club Library to ensure ample availability and variety for club members. To meet this goal, all rental puzzles need to be returned to the Waterford Puzzle workshop. Used rental puzzles may be purchased in a Retired Puzzle Sale upon their “retirement” from the library.

Sometimes a piece goes missing, a beverage is spilled on a puzzle, or a furry family member tries to “help” with the puzzling. Also, depending on temperature and humidity, handling by the shipping company and multiple people assembling the puzzle, it is possible that pieces may begin to have paper lift, plies of the wood may begin to separate or small pieces may break off.

If damage is minor (one piece lost/damaged, paper lift, ply separation), please note the issue when you return the puzzle to us. We also ask that you segregate the damaged pieces(s) following these instructions so that we can send the puzzle for TLC before we offer it for another person to rent.

If damage is extensive and will require major TLC or scrapping of the puzzle, we ask that you contact us so that we can discuss a resolution, which may include you paying for the damaged puzzle or for its repair.

We want you to be thrilled with your Waterford puzzle experience. Please contact us at hello@waterfordpuzzles.com or 207-803-8181 to let us know your concern. We’ll work with you to find a suitable solution.

MEMBERSHIP FAQ'S

If you were already a member of the Rental Club prior to July 1, 2022  (this includes former ELMS members who are grandfathered in), you’re automatically considered an ORIGINAL Puzzler, and will be for life!

You have two options going forward:

Stay an Original Puzzler

As an ORIGINAL Puzzler, you are a lifetime member of the club—no need to renew, and there won’t be any additional fees beyond the regular rental fees. Rental periods will be monthly going forward, but everything else will be the same—you’ll still get exclusive early access to our Retired Puzzle sales, too!

Upgrade Your Membership

If you’d like, you can upgrade your membership to either AVID Puzzler or PERIODIC Puzzler. These membership levels come with additional benefits, including one free rental each year, reduced rental rates, and first access to new rental puzzles. You can upgrade by clicking here: I want to upgrade

“BETA” indicates the rental club is newly launched to a limited number of people and that the club website and the club benefits will be refined over the next several months based on feedback from our members.

We intend for the rental club to be in BETA from July 1, 2022 through the end of the year as we continue to refine our online experience. If you are a member during this time, you may be asked for your opinions of the website and other aspects of the club. Responding to these requests is optional.

During the BETA period, you may notice new features or elimination of features on the website. You may be provided the opportunity to help us test certain promotions and/or activities. Participation in these promotions and activities is optional.

We want to ensure club members have nothing short of a wonderful experience renting puzzles. This includes keeping a fresh rotation of hand-cut puzzles available to our rental club members, providing excellent customer service, and making the rental club easy to access and navigate online for our members.

The annual membership fee helps us cover administrative, labor, and other costs involved with running the rental club. It also ensures that our rental club is comprised of an active community of people who truly appreciate the luxury experience of hand-cut puzzles and enjoy the added perks of membership.

All memberships are valid through the end of each calendar year and will renew in January (with automatic renewal charged on February 1). For memberships purchased during the year, membership fees will be automatically pro-rated at checkout.

Yes. Limiting total membership helps us better address member recommendations, concerns, and feedback as we continue to refine the overall club experience.

Notices will be posted on our website if our club is full and no longer accepting new members.

If the club is at maximum capacity and you’d like to join, we’ll place you on a waiting list. When a membership spot becomes available, we’ll contact the three people at the top of the waiting list. The first one who joins will fill the open spot and the other two will be asked if they want to remain on the list. If they choose to remain, they will retain their position at the top of the list.

Yes! You can upgrade your membership at any point in time. The new membership fee will be prorated for the remainder of the year and a prorated credit will be applied for your initial membership fee.

This feature will be available soon.

If you decide not to renew your membership, you will no longer have access to rental puzzles or club benefits, such as early access to our Used Puzzle sales.

Any credits from the “Create Your Own 25% Perk” promotion, upon expiration, will revert back to their original value ($400) and will remain in your account for an additional 12 months to be used for any purchases on our website.

Yes. To cancel or downgrade your membership, please send an email to hello@waterfordpuzzles.com.

No refunds will be issued for cancelled or downgraded memberships.

Not at this time. Through the 2023 calendar year, we will not be able to offer membership outside of the U.S. During 2023, we will be determining if/when it will be possible to expand the club outside of the U.S.