Frequently Asked Questions

Due to the large size and weight of our building block products, we often ship items separately. If you order multiple items, you may receive them in separate packages. Please note, free shipping is available for qualifying destinations. We kindly ask for your patience as you wait for all packages to arrive. If you have any concerns about missing items, feel free to contact us, and we’ll be happy to assist you!

We offer FREE shipping on orders over $50 to the United States, Canada, Germany, the United Kingdom, and several other regions where we maintain local fulfillment centers. For other regions, shipping fees are calculated transparently based on weight and destination at checkout.

Any taxes or duties imposed by customs authorities in your country will be the responsibility of the customer. However, orders shipped from our local warehouses (US, UK, Germany, Canada) do not incur additional import duties.

Yes, we do! Please ensure you provide the most up-to-date, accurate shipping information, including a valid phone number. If the package cannot be signed for or delivered, it will be held for pickup at the designated postal facility.

Once your order is shipped, you will receive a confirmation email with your parcel tracking number and a link to track your shipment. The tracking number will be active within 48 hours of receiving the email. You can also visit our Track Your Order page anytime.

Once you’ve placed your order, we’ll immediately send you a confirmation email with all your order details. If you do not receive this email within 24 hours, please check your spam/junk folder. If you still don’t find it, contact us at support@jmbricklayer.com and we’ll verify your order status!

We accept all major credit and debit cards (Visa, MasterCard, American Express, Discover), Apple Pay, Google Pay, and Shop Pay. All transactions are 100% secured with 256-bit SSL encryption.

We offer a 100% Free Missing Parts Guarantee! If you are ever missing any pieces, visit our Replacement Parts page, enter your set SKU, and upload a picture of the manual step with the missing pieces circled. We will dispatch replacements free of charge!

We’re truly sorry to hear about the issue with your order! Please contact our customer service team at support@jmbricklayer.com within 7 days of delivery and provide photos of the issue. We will immediately arrange a replacement or full refund.

We want you to love what you ordered! If for any reason you’re not completely satisfied with your purchase, please review our Return & Refund Policy. We accept returns of unused sets in original packaging within 30 days of delivery.

We’re committed to ensuring your order reaches you safely. If there was a typo in your destination address, please notify us within 24 hours of ordering. If your package has already shipped, we will coordinate with the carrier to resolve delivery.

If your package appears lost or arrives damaged, please reach out immediately. We investigate carrier tracking directly and provide a prompt free reshipment or complete refund.

Our friendly customer service team is available Monday through Friday from 9:00 AM to 6:00 PM (GMT+8). You can reach us at support@jmbricklayer.com or via our Contact Form.

We take the safety of your information seriously. Our website uses industry-standard SSL encryption technology and PCI-compliant checkout to protect your personal and payment details so you can shop with total confidence.