Missing Parts Replacement Policy & Process

We know how frustrating it is to have to pause your build because of a missing piece. Our replacement process is designed to get your missing parts to you as smoothly as possible so you can finish your masterpiece.

How to Request Replacement Parts:

Step 1: Check the “Common Parts” Bags First Some bags in your set may not have numbers (or may have special markings). These bags contain universal pieces used throughout the build. Please double-check these bags to see if your missing piece is hiding there.

Building Guide & Bag Sorting Tutorial Video: https://www.facebook.com/share/v/1Etg2mjb5b/

Step 2: Identify the Missing Items

  • For Individual Pieces: Please circle the missing part in your instruction manual, write down the quantity needed next to it, and take a clear photo (refer to the example image).

  • For Entire Bags: If a whole numbered bag is missing, please list the bag numbers you did receive. This helps us accurately identify which specific bag is missing from your batch.

售后补件图2

Step 3: Submit Your Request Please contact our support team with the following details:

  • Your Order Number (or the email address used at checkout)

  • Product Name & Set Number (found on the front cover of the manual)

  • The photos and list of your missing items

Our Tiered Free Replacement Policy

For smaller sets, we recommend gathering all missing pieces and submitting them in one request. However, for large-scale builds, we understand that it is impossible to spot every missing piece at once. Therefore, we offer multiple free replacement opportunities based on the total piece count of your set.

The quotas below are calculated on a per-set basis.

Set Size (Piece Count)

Free Replacements

Validity Period (from delivery date)

≤ 1,000 pcs

1 Time

90 Days

1,001 – 5,000 pcs

2 Time

90 Days

> 5,000 pcs

3 Times

120 Days

Important Notes:

  • Missing an Entire Bag? Don’t worry. Replacing a completely missing factory bag is handled separately and does not consume your free replacement quota.

  • Shipping & Timeline: Replacement parts are sourced directly from our original factory and shipped via international airmail. Delivery typically takes 1 to 2 weeks after dispatch. To minimize your wait time and avoid multiple pauses during your build, we highly recommend consolidating your missing parts list as much as possible before submitting a request.

  • Out of Warranty / Accidental Loss: If your request is past the validity period, or if pieces were accidentally lost or damaged by the builder, we will still happily provide the replacement parts for free! You will only need to cover a flat $10 international shipping fee (For the EU region, the cost is 15 USD; this includes a 2 EUR customs processing fee and a 3 EUR import duty, both charged per package.). Factory defects or factory missing parts are always covered under our normal free replacement policy.