Craft Hub was founded in 2019 by Isabelle and Pierre, parents of three kids in Montreal, Canada. Craft Hub is the answer of a very important question for parents: “How can we find creative and fun activities to recommend our kids to play”? Especially in a world where kids are so easily confronted with video games portals. Isabelle and Pierre thus came up with the idea to create a store that would provide games enhancing the creativity of their loved ones. While the store initially targeted kids, adults progressively became the main customers of the store as they do were looking to satisfy their quest for creativity. After all, creators have no age! Craft Hub is now present on three continents and is serving hundreds of creative seekers per day. We put our customers first and continuously create ways to please them with new products and new concepts.
Written by the business, not verified by us.
Is puzzlesup.com legit?
puzzlesup.com (puzzlesup.com) has a 3.3 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is mixed. Opinions are polarized: 57% rate it 4 stars or higher while 35% give 1 star; The business has replied to 93% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-08-28.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers consistently highlight the gorgeous designs, vibrant colors, and durable craftsmanship of the unique wooden puzzles. People find the intricate pieces both fun and challenging, making them wonderful gifts for friends and family members. Additionally, buyers frequently mention the smooth ordering process and exceptionally fast shipping times.
However, some customers also noted frustrating shipping delays, missing items or incomplete orders, and unresponsive support teams when attempting to resolve problems. A few individuals experienced major issues with incorrect delivery notifications, unhelpful tracking numbers, and packages that never actually arrived.
Auto-generated from all reviews of this business. For reference only.
I ordered a personalized puzzle (3) and a regular puzzle on Nov 11 and on Jan 5th, I still have not received them so cancelled the order. Not sure if I'll ever see my refund, but I tried at least 6 times to get a status on my shipment, always told it was being processed. Gave me a tracking number to some shipping company Speedx that did not help at all - directed be back to the vendor
Reply from puzzlesup.com2026-01-06
Hi Gina,
Thank you for taking the time to share your experience. We’re truly sorry for the long delay and the frustration this caused—waiting this long without clear updates is understandably disappointing, and we regret that your experience did not reflect the level of service we aim to provide.
We would really appreciate the opportunity to look into this personally and make sure everything is properly resolved for you, including confirming the status of your refund. Please reach out to our support team directly at [email protected]
with your order details, and we’ll ensure this is reviewed and handled with care.
Thank you again for bringing this to our attention. We hope to have the chance to turn this experience around for you.
615051 What an absolute joke of a company. I’m beginning to think the 5 star reviews are by the company it self. It also looks like they are trading with different company names. I order December 7th still no order and no response to emails.
I have emailed again after the company posted a reply. Now not only has the response been ignored when I try to track my package it now says page error not found. So I still think this is a scam and even the reply is utter BS.
Reply from puzzlesup.com2025-12-31
Hi Janice,
We’re very sorry to read about your experience and understand how frustrating it is to be waiting since December 7th without receiving your order or timely responses. This is not the level of service we aim to provide, and we sincerely apologize for the inconvenience and concern this has caused.
We want to assure you that our reviews come from real customers, and while our brands may operate across different platforms, they are all managed by the same support team. We would really appreciate the opportunity to look into your order #615051 directly and help resolve this for you.
Please reach out to us at [email protected]
with your order number, and our team will review your case as a priority and get back to you as soon as possible.
Thank you for bringing this to our attention — we’re here to help and want to make this right for you.
I ordered 6 puzzles on December 11, 2025. The web site said puzzles should arrive December 21, 2025. Here we are December 27, 2025 and no puzzles. Very upsetting. Tracking sucks at best. My package didn't leave puzzleup until the 23rd. 12 days to put 6 little puzzles in a box or a bag and hand it over to a truck driver to take to the airport. I do bare some of the responsibility. I should have done more research on puzzleup. The website lead me to believe that they were located in the U.S. Had I known the package was coming from China, I would not have purchased.
At this point, and after reading reviews, I just hope that they actually arrive. Really sucks because I want to purchase a lot more of these for my wife. I'll just have to find a company state side to buy from.
I don't trust trust pilot!
Reply from puzzlesup.com2025-12-28
Hi Jim,
Thank you for taking the time to share your experience so openly. We’re very sorry for the frustration caused by the delivery delay and the lack of clear tracking updates — especially when you were hoping to receive the puzzles before the holidays. We completely understand how disappointing this feels.
While some orders are fulfilled from our international warehouse depending on availability and seasonal demand, we should have communicated this more clearly, and we apologize for the confusion. We would really appreciate the opportunity to review your order and provide you with a clear update on its status.
Please reach out to our support team at [email protected]
with your order number, and we’ll look into this for you and assist you as quickly as possible.
Thank you again for sharing your feedback — we’re here to help and want to make this right for you.
When I placed my order, it said it would be here in time for Christmas, now it is saying Jan 4-6, I cannot cancel my order. no communication! Terrible customer service.
Reply from puzzlesup.com2025-12-25
We’re very sorry to hear about your experience and understand how disappointing it is to expect a Christmas delivery and then see the date change, especially without clear communication. This is not the experience we want for our customers, and we sincerely apologize for the frustration this has caused.
We would really appreciate the opportunity to review your order and discuss available options with you. Please contact our support team at [email protected]
with your order number, and we’ll look into this for you as quickly as possible.
Thank you for bringing this to our attention — we’re here to help and want to make this right for you.
Lots of choices. The puzzles are beautifully made and sturdy. They can be easily mounted so they can be displayed. Love the quality, colors and designs. I have bought several for me and also as gifts.
Reply from puzzlesup.com2025-12-16
Hey Beatrice,
Thank you so much for sharing this 🧩 we’re really happy to hear how much you’re enjoying the quality and designs, and we love that you’re choosing them both for yourself and as gifts!
Puzzles ordered on October 29, got shipping notice on November 5, same day my cc was charged. Got text that puzzles had been delivered (but text claimed that if I could not find package it could still be in transit or that it had been delivered somewhere else). I have since corresponded for month with customer service, and have been told only they are "looking into my order" . They have not found the package and will not refund my money until they do.
Reply from puzzlesup.com2025-12-12
Hi David,
Thank you for taking the time to share what happened. We’re very sorry for the frustration this situation has caused — waiting this long for an order and not receiving clear resolution is incredibly disappointing, and we understand why you’re upset.
We want to reassure you that we take missing parcel cases seriously, and we would really appreciate the opportunity to review your order directly so we can take the right steps toward a proper solution for you. Please reach out to us at [email protected]
with your order number so our team can investigate the shipment in full and assist you personally.
Thank you for bringing this to our attention — we’re here to help and want to make this right for you.
Your puzzles are great for concentration and they are lots of fun as well. I also like that your site is very safe for purchasing without any problems of hacking. Thanks so much and have a great Christmas 🤶 and a happy New Year.
Reply from puzzlesup.com2025-12-10
Hey Babbette!
Thank you so much for this lovely message 🧩 we’re really happy to hear you’re enjoying the puzzles and had a smooth experience on our site — wishing you a wonderful Christmas and a happy New Year too!
Altho i have 4 puzzles and ordered 3 moreell the ad where the woman is saying…
Well the ad where the woman is saying she's closing is a lie
Products come straight from china!
Reply from puzzlesup.com2025-12-08
Hi Mindy,
Thank you for sharing your feedback, and we’re very sorry that our advertising created confusion. We never want anyone to feel misled. Our products are designed by our brand, and depending on availability and the time of year, some orders are fulfilled from our international warehouse to make sure customers receive them without delay — especially during the busy gifting season.
We truly appreciate you as a returning customer, and if you have any questions about your orders or shipping, we’re always happy to help. Please feel free to reach out to our team at [email protected]
and we will assist you.
Thank you again for bringing this to our attention.
Love the puzzles. Challenging at all sizes. Beautiful art. Brings us all together as we do them, trade them and even share photos of them.
Loving the sale right now. We have so many that we are having a puzzle party over the holiday break.
Thank you!
Reply from puzzlesup.com2025-12-05
Hey Selena!
Thank you so much for sharing this 🧩 we’re really happy to hear how much joy the puzzles bring to your family — a holiday puzzle party sounds wonderful, and we hope you have the best time together!
The item never arrived despite waiting 3 weeks and when I looked into it, my address had been changed so it has gone to Gibralter instread of UK
Reply from puzzlesup.com2025-11-22
Hi Emma,
We’re very sorry to hear about this experience — having your parcel sent to the wrong country is incredibly frustrating, and we completely understand your concern. This is absolutely not the level of service we aim to provide.
We would really appreciate the chance to fix this for you right away. Please reach out to our support team at [email protected]
with your order number, and we’ll make sure you receive a replacement or a solution as quickly as possible.
Thank you for bringing this to our attention — we’re here to help and make this right for you.
I ordered 4 puzzles for my Granddaughters Christmas present and have been waiting about a month with no word from Puzzle Up. The Shop app has shown preparing to ship since the first day I ordered. I emailed them asking about my delivery and never received an answer of any kind. I guess I’ve been scammed,don’t let it happen to you!
Reply from puzzlesup.com2025-11-10
Hi James, we’re so sorry to read this and we completely understand how upsetting it must feel to be waiting this long, especially for a Christmas gift. This is absolutely not the experience we want for any customer.
We do hope you’ll give us the chance to make this right for you — our support team is ready to help and can quickly look into your order details so we can get this resolved as soon as possible. Please reach out to us at [email protected]
with your order number, and we will personally take care of this for you right away.
Thank you for bringing this to our attention — we truly want to make sure you receive your puzzles in time and have a great experience with us.
Company sends out email saying you received package even though you haven't. It's a ploy to keep from actually sending something out.
Reply from puzzlesup.com2025-11-04
Hi Edward, thank you for sharing your feedback. We’re very sorry for the confusion and concern this experience caused — that’s never our intention. We want every customer to receive the puzzles they order, and we’d love to look into this right away for you. Please reach out to us at [email protected]
so our team can personally check your order details and help make this right. 💛
I like the puzzles, but i do not like the placement of the restart button, i do the 50 piece ones, so whenever i accedently click on the restart button, it is very frustrating
Reply from puzzlesup.com2025-11-05
Thank you so much for your kind words — we’re really happy you enjoy the puzzles! We also appreciate you sharing your feedback about the restart button, and we’ll pass this along to help improve the experience for you.
I like the quick delivery. Have never had a damaged package. Leaves more time to work these wonderful puzzles with my grand daughter.
Reply from puzzlesup.com2025-10-30
Hey Joyce!
That sounds so lovely — we’re happy to hear you and your granddaughter are enjoying puzzle time together! 🧩💛 Thank you for your kind words and support!
Dismal Customer Service
I ordered a small round puzzle and a frame for it a few weeks before Christmas of 2024. I didn’t expect it by Christmas but mid January ‘25 I emailed but with no response. Emailed again, no response. I couldn’t track it because I lost the tracking #. Third email was answered with something like, “We don’t ever want our customers to be disappointed”. They should read the reviews: Disappointment IS their Company Policy. The puzzle finally came mid March with NO ROUND FRAME. The reason I wanted the frame is that it would have been nearly impossible to find exactly the right size for this puzzle.
To be fair, the puzzle itself is good quality with clear, vivid colors. You can buy these puzzles at Amazon from many different merchants.
Reply from puzzlesup.com2025-10-29
Hi Cathleen,
We’re so sorry to hear about your experience — that’s definitely not the level of service we want to provide. We sincerely apologize for the delay and the missing frame with your order. We truly appreciate your honest feedback, as it helps us improve. Please reach out to our customer care team at [email protected]
with your order details so we can make this right for you as quickly as possible.
Thank you for giving us the chance to turn things around.
These puzzles are beautiful & very well made. So far I have only completed the small puzzles, that's why I purchased the larger puzzles. Consider them to be a medium difficulty so far. Can't wait to get my hands on the larger ones. Very satisfied with quality & delivery times.
Reply from puzzlesup.com2025-10-27
Hey Diane!
We’re so happy you’re enjoying your puzzles and that you’ve decided to try the larger ones too! Thanks for sharing your kind words — we can’t wait for you to start your next puzzle adventure! 🧩✨
They promise free shipping and then ship postage due. The are scammers!
Reply from puzzlesup.com2025-10-25
Hi David,
We’re truly sorry to hear about your experience — that’s definitely not the way we want our customers to feel. It sounds like there may have been a mix-up with the shipping process, and we’d really like to make this right for you. Please reach out to our customer service team at [email protected]
with your order details so we can look into what happened and find the best way to fix it for you. 💛
PuzzlesUp IS a scam. I purchased from the gifts for last Christmas. They not only NEVER came but they kept pretending my products were on the way until they didn't and just dropped off the face of the Earth.
They owe me a bunch of money and on top of that I needed to repurchase all my gifts!!
Reply from puzzlesup.com2025-10-17
Hi Dee, we’re so sorry to hear about your experience — this definitely isn’t the level of service we want any of our customers to have. We completely understand how disappointing this must have been, especially during the holidays. Please reach out to our support team at [email protected]
so we can look into your order and make things right for you as soon as possible.
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