Frequently Asked Questions
Shipping
Do you ship internationally?
Yes we ship worldwide, depending on your location there may be import taxes. The customer is responsible for any customs duties and/or local taxes if they apply. The Brick Service is not responsible for undeliverable packages due to customs regulations.
When will my preorder ship?
Preorder items take 1-4 months to produce. Once they are produced they are shipped within 1-3 business days after the item is packaged.
For more information about production times, see the FAQ- Why do preorder kits take so long to produce?
How long will it take for my package to be delivered once shipped?
Once the package is shipped we are no longer in control of the item and can only view updates through the tracking provided by the shipping carrier.
Why do preorder kits take so long to produce?
There are a lot of variables to take into account for preorder kits. Parts ordering, shipping wait times, packaging manufacturing and delivery, part sorting, parts that receive printing and quality control, all add up to extended lead times. With all the moving parts it can take anywhere from 1-4 months depending on the kit complexity and size.
It says the delivery was unsuccessful, now what?
Please be sure to diligently check the tracking information provided with your shipping confirmation email. We're here to help call carriers, companies and track down packages, but there is only so much we can do. If the delivery was unsuccessful due to an incorrectly input address, we're unfortunately unable to provide a replacement or refund.
My order says it was delivered, but I didn't receive it.
Please look in and around your front yard/backyard/lobby/etc. and ask around to see if anyone has grabbed it for you -- there’s a good chance it’s hiding somewhere. If tracking reflects that your order has been delivered, but you are unable to locate the package, reach out to us and we'll do everything in our power to help you locate your order. Beyond that, unfortunately this is a rare situation that’s out of our control, and can be attributed to any number of things, including the package being stolen or lost. We're unable to issue refunds or replacements for lost or stolen packages at this time. We recommend filing a carrier claim, and we’ll be happy to do the same on our end!
Issue With Order
I received a kit that is missing a part or parts what can I do?
Contact us through email at info@thebrickservice.com and we can assist you with your kit! Please refrain from contacting through DM on social media about order issues as your message may be missed.
I received a defect or miss printed part or figure what can I do?
If you have received a part that has slipped through quality control please email info@thebrickservice.com a photo of your part or figure and we can assist you further!
Can I return an order?
Yes! We accept returns within 30 days of the tracking number delivery notice. We will NOT accept returns if the branded store packaging has been opened or tampered with in any form.
Please inspect your item upon delivery, if there are any issues contact us immediately at info@thebrickservice.com so we can evaluate and correct the problem.
There is a 15% restocking fee for canceled or returned orders.
Product Information
Are these genuine LEGO® parts?
All kits and figures contain genuine parts. We also supply high-quality custom elements that are available for purchase and/or are included in kits that are not from LEGO®.
Will kits always be preorder?
Not all kits will be preorder. We will have select kits that will be in-stock and ready to ship right off the self (inventory dependent).
I missed the preorder deadline for a specific kit. Will there ever be another batch?
We would love to think so! We have many kits constantly in the works and are creating a continuous stream of new release kits to keep things fresh. With that said, we are definitely open to circling back to previous releases if enough are interested.
Can I sell the instructions of a model?
We do not, in any shape or form, endorse or allow the selling or trading of kit instructions. Doing so is stealing intellectual property and will damage the health and integrity of The Brick Service's operations and team.
Why are The Brick Service kits so expensive?
All kits contain new condition genuine LEGO® parts and are sourced through third-party options. Part prices are subject to open market competition and we as the purchaser are at the will of the market price. Part price is a major factor but not the only one. The time dedicated to creating high-quality and accurate models along with sorting and packaging all the parts, takes an immense amount of effort. Unfortunately, there are a lot of factors that contribute to the high prices associated with custom building kits.
Is there a purchase limit per item?
You are free to order as many as you’d like as long as the item is available.
Ideas & Suggestions
I have an idea or suggestion for a kit or item. How can I share it?
We love new ideas and suggestions! Although we can’t promise it will come to life, please send them to info@thebrickservice.com for review.
Can I have a kit commissioned?
Unfortunately, we cannot take on 1 off sales. If you are a business looking for a special commission please contact info@thebrickservice.com and we can further discuss the request.
Company Information
Here at The Brick Service we are dedicated to designing and producing high-quality custom building kits, figures, and elements for all to enjoy. Founded in 2022 right here in the USA on the idea of creativity and community, we strive to provide a fun and engaging experience for those who love to build!