Frequently Asked Questions

Find answers about orders, shipping, missing parts, returns, and payments.

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Where is my order?

Once your order ships, you will receive a tracking number by email.

Tracking Code Not Working?

You can track your order using the “Track Your Order” link on our website under the Help section.

Once your order is shipped, you will receive a tracking number via email.

If you experience any issues with tracking, please contact our support team.

I Can’t Find My Order Number

Your order number is included in your order confirmation email.

If you can’t find it, log in to your Bricksbay account to view your order history.

How to log in:

  • Desktop: Profile icon at the top right
  • Mobile: Profile icon at the bottom of the menu
  • Enter your email address
  • Use the one-time verification code sent to your email

I Am Missing Pieces

Please send us:

  • A clear photo of the instruction manual page
  • Missing pieces clearly circled
  • Your order number

We will send replacement parts free of charge.

Order Placed but No Tracking Yet

Orders are typically processed within 1–7 business days, depending on order volume and holidays.

After dispatch, tracking details will be sent via email.

Delivery usually takes 5–20 business days depending on your location.

I Entered the Wrong Shipping Address

If your order has not yet been shipped, please contact us as soon as possible so we can update your address.

Looking for a Model We Don’t Stock?

We regularly expand our collection.

You can subscribe to our newsletter to stay informed about new releases and upcoming models.

Returns After 30 Days

Returns are not accepted after 30 days or for discounted items.

However, you may still contact us and we will review your request on a case-by-case basis.

I Didn’t Receive My Order & Want a Refund

Please contact us with your order number.

We will investigate the issue and offer a suitable solution, including reshipment or refund if applicable.

Need to Ship to a Different Address?

If the order hasn’t shipped yet, we can update the address.

If it has already shipped, rerouting may not be possible.

Card Not Working at Checkout

Please check with your bank first.

If the issue persists, contact us and we will assist you within 24 hours.

Newsletter & Promotions

By subscribing to our newsletter, you’ll receive:

  • Updates on new releases
  • Exclusive discounts
  • Early access to promotions

Promotional offers are subject to availability and may change over time.

Do You Ship Worldwide?

Yes, Bricksbay ships worldwide.

Shipping availability may vary based on local carrier restrictions.

Can I Track My Order Using the Order Number?

No.
Your order number is for internal reference only.
You will receive a tracking number once your order ships.

Are Taxes Included?

Yes. All applicable taxes are included in the product price at checkout.

Do You Sell Only the Building Instructions?

No.
We sell complete building sets, including all required pieces and instructions.

Where Are Bricksbay Fulfillment Centers Located?

Our fulfillment partners operate internationally, allowing us to offer tracked worldwide shipping.
Delivery time typically ranges from 7–11 business days.

Are the Bricks Official LEGO®?

No.
Bricksbay bricks are high-quality custom-molded pieces, fully compatible with LEGO®-style bricks, but not manufactured by LEGO®.

How Long Does Shipping Take?
  • Processing time: 1–3 business days
  • Shipping time: 7–11 business days (location dependent)

You will receive a tracking number once your order is dispatched.

I Ordered the Same Item Twice by Mistake

If the order has not shipped yet, we can cancel it.
If already shipped, you may return the extra item once delivered.

Do You Sell Spare Parts?

At this time, we do not sell spare or individual parts separately.

Instruction Manual Missing

If your order arrives without instructions, contact us and we will send a replacement manual free of charge.

My Tracking Says “Delivered” but I Didn’t Receive It

Please:

  • Check around your delivery location
  • Ask neighbors or building management
  • Contact the local courier

If unresolved, contact our support team.

Payment Failed at Checkout

Try the following:

  • Retry the same payment method
  • Use a different payment method
  • Clear your cart and add items again

If the issue continues, contact support.

Customs & Import Fees

Bricksbay is not responsible for customs duties or import taxes charged by local authorities.
Please check your country’s regulations before ordering.

How Can I Leave a Review?

Go to the product page, scroll down, and click “Write a Review”.

We appreciate your feedback.

Can I Cancel My Order?

Yes, if it has not been shipped yet.
Once dispatched, cancellations are no longer possible, but returns may be requested.

I Didn’t Receive an Order Confirmation Email

Please check your spam or junk folder.

You can also log in to your Bricksbay account to view your order details.

How Do I Create a Bricksbay Account?
  • Click the profile icon
  • Enter your email
  • Use the one-time code sent to your email
  • Follow the on-screen steps

What Can Bricksbay Support Help With?

We assist with:

  • Orders & tracking
  • Missing or damaged parts
  • Returns & refunds
  • Payment & checkout issues
  • Product information
  • Promotions & availability