💬 Help Center & Knowledge Base
Frequently Asked Questions
Find quick answers to common questions regarding our global shipping hubs, delivery estimates, 14-day return window, order tracking, and our 100% Free Missing Pieces Guarantee.
📦 Shipping & Fulfillment
Where do you ship orders from?
We dispatch our building sets from three strategic fulfillment hubs to optimize delivery speed and inventory availability:
- China Warehouse (Central Hub): Carries our complete catalog of sets, MOC designs, and replacement parts.
- European Union Warehouse: Provides rapid intra-EU priority delivery with zero customs delays.
- United States Warehouse: Supplies popular flagship sets with expedited domestic ground shipping.
If your order contains multiple items stored in different warehouses, they may be shipped in separate packages with distinct tracking numbers at no additional charge to you.
How long does shipping take to arrive?
Most orders are processed, packed, and assigned courier documentation within 1–3 business days. Estimated delivery transit times vary by origin hub:
🇺🇸 US Warehouse
2 – 6 Business Days (USPS / UPS / FedEx)
🇪🇺 European Warehouse
3 – 7 Business Days (DHL / DPD / GLS)
⚡ Global Air Express (China Hub)
7 – 12 Business Days (YunExpress / FedEx / 4PX)
📦 Standard Global Postal Line
8 – 16 Business Days (Local Postal Delivery)
For complete shipping information, review our full Shipping Policy.
Will I need to pay customs duties or import taxes?
For the vast majority of destination countries—including the United States, European Union member states, the United Kingdom, and Canada—customs clearance duties and VAT are prepaid and handled by our logistics partners.
✓ You will not be asked to pay unexpected clearance or handling fees at your doorstep.
How can I track my package?
Once your package is picked and dispatched, an automated shipping confirmation email containing your tracking code and courier link will be sent to your email address.
You can check real-time package milestones anytime using our self-service tracking portal:
Open Order Tracking Portal →
🔄 Returns & Refunds
What is your return policy window?
We offer a 14-day return policy. You have 14 calendar days from the date your package is marked as delivered to initiate a return. To be eligible for a refund:
- The set must be unused, unassembled, and in the exact condition received.
- All factory-sealed numbered plastic bags and booklets must remain unopened and intact.
- All original packaging, accessories, and promotional gifts must be returned.
Please contact customer support before mailing any return so we can provide your Return Merchandise Authorization (RMA) and designated return warehouse address.
What is the EU 14-Day Right of Withdrawal?
If you are a consumer residing within the European Union, you possess the statutory right to withdraw from your purchase contract within 14 calendar days from receiving your goods without stating a reason.
To exercise this right, the product must remain in re-sellable condition with all factory-sealed parts bags intact and unassembled. You can notify us via our contact form or email.
Who pays for return shipping costs?
Customers are responsible for return postage fees when returning items due to personal preference or buyer change-of-mind.
⭐ If the return is due to an error on our part (such as an incorrect model sent or verified manufacturing defect), Buildpieces will provide a prepaid return shipping label or fully reimburse your return shipping.
How long will it take to receive my refund?
Once your returned set is received and passes quality inspection at our warehouse, your refund will be processed within 5 to 10 business days.
Refunds are automatically issued back to your original payment method (Credit Card, PayPal, etc.). Depending on your card issuer or banking institution, it may take an additional 2–5 business days to post to your statement.
🧩 Missing Pieces Guarantee
What is your Missing Pieces Guarantee?
100% Free
We understand how frustrating it is to pause a build due to a missing or defective brick. That is why all Buildpieces sets are backed by our 100% Free Missing Parts Guarantee.
If you discover that any brick, axle, gear, or connector is missing or arrived broken, our warehouse parts specialists will pick, pack, and ship the exact replacement pieces to your door completely free of charge—with zero shipping fees.
What details do I need to submit to request missing parts?
To ensure our warehouse packs the exact bricks you need without delay, please provide:
- Order Number: Your order number so we can retrieve your set details automatically.
- Bag Number & Manual Step Number: The numbered bag and step number in your booklet.
- Manual Photo with Circled Piece(s): Clear photos of your instruction manual showing the missing piece(s) circled and quantity marked (e.g. 1x, 2x).
You can submit these details directly via our interactive missing pieces ticket form.
What does your 1-Year After-Sales Support cover?
For 12 full months following delivery, our after-sales team remains available to assist you. If you lose a digital PDF manual, encounter a complex mechanical step during assembly, or need technical build guidance, we are happy to assist at any point during your build.
⏱️ Orders & Cancellations
Can I cancel my order before it ships?
Yes! You can request order cancellation for a 100% full refund at any time before your package enters fulfillment or the carrier has collected it.
If the package has already shipped and tracking has generated, it cannot be canceled mid-transit. Once it arrives, you can return it unopened under our standard 14-day return policy.
Can I change my shipping address after purchasing?
We can update your delivery address as long as your order is still in processing and has not yet been collected by the carrier. Please submit an inquiry immediately through our Contact page with your Order Number and updated address.
What should I do if my package arrives visibly damaged?
If your outer parcel arrives visibly damaged or crushed by the carrier, please take photos of the shipping label, the exterior box, and internal contents before discarding any packaging.
Contact us within 7 days of delivery. Our customer team will coordinate with the courier and provide an immediate replacement or suitable resolution.
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⚡ Dedicated Human Support
Still Have Questions?
Our brick experts reply within 24 hours. Submit a support ticket or send us a direct message anytime.