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FAQ

Q: How can I be involved in the Instagram Smoochy Poochy Model Search?


We would love for you to be a part of our Instagram Smoochy Poochy Model Search competition. For more details please check out our Instagram Model Search page

Q: What size will fit?


As we source our designer products from all around the world, suppliers sizes may vary. Please read the product description carefully as the size will be indicated in the description. Refer to Size Chart for an indication of where to measure.

Q: What payment options do you offer?


We accept Visa, Mastercard, American Express and Paypal. Unfortunately we are unable to receive or accept payments using Bpay or Direct Deposit.

Q: How much does delivery cost?

We provide 2 delivery options, you can select which option you would prefer at checkout.

  • Option 1 – Flat rate shipping. 
  • Option 2 – Express post option (Australia wide), the cost will depend on your location and calculated at the time of checkout.

Q: Which couriers do you use?


We currently use the following courier services:

  • Flat Rate Delivery – Australia Post 
  • Express Post Delivery – Australia Post 
  • International Delivery – Australia Post

Q: Can I track my order once it is shipped?


Great news! Yes you will receive tracking information from Australia Post. This email will include your tracking number.

Q: Do you deliver worldwide & to PO Boxes?


AWESOME NEWS! Yes we delivery WORLDWIDE and ship to PO Boxes. 

Q: Can I change my delivery address?


We aim to pack and send your product within 24 hours of the order being received. If we have not sent your order you can change the address by contacting us at support@smoochypoochy.com.au

Q: Can I change my order?


Unfortunately we cannot change any orders once they have been submitted. We can supply exchanges or store credits. Please refer to Returns/Exchanges policy.

Q: Can I collect my order?


You cannot collect your order. All orders are delivered via courier, however we provide an express delivery service option. Please refer to Delivery policy.

Q: What are the delivery times?


We aim to process standard product orders within 24 hours.

Personalised products including puzzles depend on the demand. We aim to have puzzles dispatched within 7-10 business days. Manufacture delays may occur during busy periods such as Christmas, Mothers Day & Fathers Day. If there are manuafacture wait times these will be stated on the homepage under the top banner. 

Delivery time can also vary depending on the country. Within Australia usually takes 1-10 business days. International orders can take anywhere between 5-25 business days.

Q: What time will my order arrive?


Your order could arrive at anytime. Unfortunately our couriers cannot provide an exact time.

Q: Will I have to pay extra taxes or fees?


As we provide a worldwide service some countries may charge extra taxes, duties and fees once the product arrives at the destination. Customers from these countries should already be familiar with these rules and regulations. Any additional fees related to specific countries duties and taxes will be the customers responsibility to pay.

Q: Can I return a product and how?


Yes we do accept returns and exchanges on products which are not personalised. Please refer to our Returns/Exchanges policy.

PUZZLE Q: What are the photo image requirements?


Below is a guidance to the file size the image requires to be for photo jigsaw puzzles:   

  • 30 -120 piece photo jigsaw puzzles – Greater than 0.5MB
  • 200 piece photo jigsaw puzzles          – Greater than 1MB
  • 500 piece photo jigsaw puzzles          – Greater than 1 MB
  • 1000 piece photo jigsaw puzzles       – Greater than 2 MB

Compatible files include jpeg and pdf.

PUZZLE Q: Will the full photo picture be printed on the puzzle.


We recommend you assess your photo before submission as we require a 1cm grace area around the edge of the photo. This is due to resizing and cropping during manufacture to make your jigsaw puzzle look perfect.

PUZZLE Q: What are the jigsaw puzzles sizes and are all the puzzle the same shape?

We have many different jigsaw puzzle size options, they range from:

Puzzle size range and image dimensions:

    • 1000 piece puzzles – 76.2cm x 50.8cm (Image dimensions – 773mm x 510mm)
    • 500 piece puzzles – 48.2cm x 43.1cm (Image dimensions – 514mm x 409mm)
    • 300 piece puzzles – 40.9cm x 51cm (Image dimensions – 415mm x 520mm)
    • 200 piece puzzles – 50.8cm x 25.4cm (Image dimensions – 267mm x 520mm)
    • 180 piece puzzles – 29cm x 40cm (Image dimensions – 400mm x 295mm)
    • 120 piece puzzles – 42cm x 30cm (A3) (Image dimensions – 267mm x 380mm)
    • 60 piece puzzles – 42cm x 30cm (A3) (Image dimensions – 270mm x 345mm)
    • 30 piece puzzles – 30cm x 21cm (A4) (Image dimensions – 180mm x 265mm)

Yes, all puzzles are the same rectangle shape.

PUZZLE Q: If I don't like my custom-made photo jigsaw puzzle can I send it back for a refund?


Unfortunately we do not provide refunds for our personalised products including jigsaw puzzles.