Order information
Your order number and the name or email used for the purchase. If it was a gift, tell us what purchase details you have.
REPLACEMENT PARTS
Missing a piece? Let’s get you building again.
Tell us what’s missing, damaged or difficult to identify. We’ll review your order, product and part details and help with the next step.
Have your order number, product details and manual nearby if possible.
START A PARTS REQUESTBEFORE YOU START
What you’ll need
Having these details ready helps us identify the right component and reduces back-and-forth.
Product information
The product name plus the model, version or variant shown on the order, packaging or instruction manual.
Part information
The part number and quantity from the manual. If you cannot find the number, tell us the relevant assembly step.
Clear photos
Photos of the affected area and the relevant manual page are useful. You can add a share link in the request form.
WHAT HAPPENS NEXT
How the process works
Submit your request
Send the order, product and part details using the form below.
We review the details
Our support team checks the information and contacts you if anything else is needed.
We confirm the solution
We confirm availability, any shipping charge that applies, and the next step before arranging the replacement.
Replacement arranged
Once confirmed, we arrange the replacement and provide the available delivery details.
GOOD TO KNOW
Replacement eligibility and charges
We’ll review the request before a replacement is arranged. The following reflects the replacement guidance currently published on ToysQuiz.
Missing or damaged on arrival
If a part is missing or damaged when you open the product package, we are happy to replace the affected part free of charge after the request is reviewed.
Lost or damaged during assembly
If a part is damaged while building, first check whether a simple repair is possible. If it is not repairable or has been lost, contact us for a replacement. Shipping charges may apply.
TIMING
Processing and shipping
We normally contact you within 2 working days after receiving the request. If a replacement is arranged for a part lost or damaged during assembly, delivery can take approximately 2–3 weeks depending on destination and availability.
We’ll confirm the next step before arranging a replacement. International transit, local delivery conditions and customs can affect final delivery time.
01
Request review
Usually within 2 working days
02
Replacement confirmation
Availability and any applicable shipping charge
03
Estimated delivery
Often around 2–3 weeks once arranged
FIND THE RIGHT PIECE
How to identify your part
Use the manual for your exact product whenever possible. If a number is unclear, show us the assembly step instead of guessing.
Open the correct guide
Use the assembly manual that matches your product and version.
Find the affected step
Locate the step where the part is missing, damaged or difficult to identify.
Record the number
Note the part number and quantity shown beside the diagram.
Show us the location
Share a clear photo of the manual step and affected area when it helps identification.
QUICK ANSWERS
Replacement parts FAQ
Do I need an order number?
An order number helps us locate the purchase. If you cannot find it or received the kit as a gift, enter Unknown and explain what purchase information you have.
What if I cannot find the part number?
Enter Unknown, tell us the assembly step, and share a clear photo or manual-page reference when possible. We can use those details to help identify the part.
Are replacement parts free?
Parts that are missing or damaged when the package is opened are covered by our current replacement guidance. For parts lost or damaged during assembly, shipping charges may apply.
Can I request several parts?
Yes. List each part number and quantity in the issue description, and enter the combined quantity in the quantity field.
How do I send photos?
Add an accessible Google Drive, Dropbox, iCloud, OneDrive or similar share link. If you do not have one, submit the request first and our team can ask for photos by reply.
How long does the process take?
We normally review submitted requests within 2 working days. Once a replacement is arranged, delivery timing depends on the destination and part availability; the current page guidance is approximately 2–3 weeks for replacement delivery.
What if I bought the product somewhere else?
Select the closest purchase source in the form and explain where the product came from. We’ll review the information and let you know the best next step.
STILL NOT SURE?
We can help you identify the part.
Submit the request with Unknown in the part-number field and tell us which build step you are working on.
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