Frequently Asked Questions
Can I purchase directly from Ravensburger?
Yes, you can! You can order our products directly through our Online Shop .
1.Contact
How can I contact Ravensburger?
Please use the Contact form on our website. This allows us to process your request as soon as possible.
2.The Ravensburger Online-Shop
Where is my order?
Through your customer account you can access the link “Order History”. Here you have the option to track the status of your order.
Product availability
You can check the product availability on the product pages in our shop.
GREEN means that there is enough stock to deliver the product right away
YELLOW means that there are just a few items left in stock and that we cannot guarantee immediate delivery
RED means that the product is currently out of stock and cannot be ordered.
In very few cases it occurs that we cannot deliver a product shown as available. We however do our best to avoid those cases.
What type of warranty does Ravensburger offer?
Ravensburger offers a 90 day warranty for all products offered in our Online-Shop.
Does the Ravensburger Online-Shop allow returns?
Please see our Terms of Use for details.
What are the charges for shipping?
Please see our Terms of Use for details.
When will I receive my order?
Please see our Terms of Use for details.
Do I have the option to consolidate orders from several dates to save in shipping?
We always try to optimize the shipping process of your orders, but due to the complexity of our logistics this is not always possible.
What are the payment options?
Please see our Terms of Use for details.
How will I be refunded for returns?
Please see our Terms of Use for details.
When will I be charged for the invoice amount?
Your credit card will be charged with the full amount once your order has shipped.
3.“My Ravensburger” and personal data
What is “My Ravensburger”?
“My Ravensburger” is your personal account for our Website & Online-Shop which offers you the following features:
- You have access to your account data and order history. This makes shopping at Ravensburger.com even more convenient.
- You can track your order from the moment it leaves our warehouse to the time it arrives at your door.
- You don’t have to enter your address and customer number every time you order and you will be recognized once you’ve entered your password.
- You can manage your newsletter subscription, which informs you monthly about the new offers in our Shop.
- To register for “My Ravensburger” just click on the “Log In” button on our homepage www.ravensburger.com. Enter your personal data and e-mail address into the registration form. After this initial registration you will just have to enter the password you selected when shopping online.
Why do I need a registration?
We automatically create an account when you place your first order. To log in you need to provide a valid e-mail address. Your password will be sent to you immediately after you placed your first order.
The account creation on our website just requires your e-mail address and no further information.
How will my personal data be protected?
Privacy Policy
What happens with my customer information?
This information will solely be used internally to handle your order and improve our Ravensburger online offers. For further information please see our Privacy Policy.
How can I change my personal information?
In your “My Ravensburger” account you can change all your personal information. In case you forgot your password, you can request a new one through the link “Account Overview”. Please note that the new password will be a random combination of characters.
Change, add or delete a payment method
In order to protect your data we only save the last 4 digits of your credit card. You can only change your credit card information during the order process.
I forgot my password. What can I do?
You can request a new password through the link “Account Overview” in your account. Please note that the new password will be a random combination of characters.
How can I delete my user name and password?
If you want to delete your user name and password please send an e-mail with your access data and customer number or address to shop-us@ravensburger.com and request to have your account deleted.
4.Technical Support
Browser configuration
To ensure correct display and functionality of www.ravensburger.com we recommend using Internet Explorer (version 7 or higher) or Mozilla Firefox (version 1.5 or higher). For an optimized page view you should activate Java and JavaScript in your browser settings. In order to add items to your shopping cart, the browser function “Accept Cookies” needs to be selected.
Screen Resolution
For optimized display of www.ravensburger.com your screen resolution should 1024 x 768px or higher.
What are Cookies and what are they being used for?
Please see our Privacy Policy for details.
5.Orders
Can I change an order after it has been submitted?
We always try to process every order as fast as possible. As long as you order hasn’t been processed we’re able to cancel it but please note that we cannot cancel or change any processed orders.
Is there a minimum order value?
There is no minimum value for orders in our Online-Shop.
Do I need an account in order to purchase online?
Yes, you can only purchase via internet through an account. Orders by phone or e-mail cannot be processed.
I haven’t received my order. What can I do?
You can track the status of your order through your account. The function “Online Tracking” allows you to track your order once it has left our warehouse. Please contact us in case you’re not able to locate your order through the tracking link.
I want to purchase product as an organization or retailer. What can I do?
Please contact our sales department through our contact form online.
6.Returns
Please see our Return Policy for details.
How can I contact Ravensburger regarding questions or complaints?
Our Ravensburger Online-Shop team is always happy to assist you with any issues. Please use the form provided online to contact us .
What should if I receive a defective or wrong item with my order?
Please contact our service team through the contact form .
online for further assistance.
What happens if I lost the return form?
Please contact our service team through the contact form online for further assistance.
7.Replacement Parts
It's frustrating when missing pieces ruin the fun of our games. We'll gladly help. Please contact our service team through the contact form provided online. Please note that we cannot replace game boards or complete sets of contents. On products that are no longer in stock we might not be able to send out replacement parts.
Ravensburger Puzzles
Our service team is always glad to assist! Please contact us online or by mail:
Ravensburger USA, Inc.
One Puzzle Lane
Newton, NH 03858
Please review the following answers and tips. We might be able to help you right away!
1.Do you replace individual puzzle pieces?
Unfortunately we cannot replace individual puzzle pieces. This is due to our unique manufacturing process. Our die-cutting tools are rebuilt manually by skilled tool makers after about every 60,000 puzzles we produce. Therefore every tool is different. Pieces from different tools will most likely not fit your puzzle.
Our quality standards are extremely high and every puzzle is checked for being complete before being packaged. In case you are missing a piece we sincerely apologize and will do our utmost to help. Please request assistance on missing puzzle pieces through our contact form online.
In order to ensure immediate assistance for your request it is helpful to provide the following information:
- Out of which of the four puzzle parts (A, B, C, D) is the piece missing?
- Control number of the poly bag.
- Sending a picture of the completed puzzle with the missing piece is very helpful.
2.How many bags do 9,000 to 32,000 piece puzzles come in?
The 9,000 piece puzzle comes in two, the 18,000 piece puzzle in four and the 32,000 piece puzzle in eight different bags. You can puzzle the sections separately or increase the difficulty by throwing all pieces together.
3.Can I buy order picture frames from Ravensburger?
Unfortunately frames are not a part of our product line. However, frames are widely available. Please measure the size of your glued puzzle before buying a frame!
4.How can I preserve my puzzle and hang it on the wall?
You can purchase our Puzzle Glue&Go! Online. The Ravensburger Puzzle Conserver is specifically designed for all our Ravensburger Puzzles and allows you to glue and hang up your puzzle (as well as carefully disassemble into single pieces again). The finished puzzle is then sealed and preserved so that the colors retain their brilliance.
Here’s how:
Place something underneath your puzzle to protect the surface of your floor or table. Carefully apply the Puzzle Conserver with the built-in sponge applicator over the entire puzzle face up. Be sure to dab conserver into the crevices. The puzzle is completely dry after approximately 24 hours.
5.How can I store and/or transport my unfinished puzzle?
We are puzzle enthusiasts ourselves and are aware of the fact that some of our customers want to enjoy their puzzles together with their friends or just simply need the space on their dining room table. We have developed a collection of Puzzle Accessories that allows you to safely store and transport your puzzle in progress. Visit our Online-Shop to review details on all accessories!