Frequently Asked Questions
Contact Us
How can I contact customer service?
If you have any questions about our products or orders, you can contact our customer service team via email (service@puremind3d.com).
For more information, please visit our Contact Us page.
Shipping
What countries or regions do you ship to, and what is the shipping fee?
We provide global shipping services.
Orders over USD $49 qualify for free worldwide shipping.
For more information on available countries or regions, shipping methods, and rates, please refer to our Shipping Policy.
What shipping carriers do you use?
We work with all major logistics companies and local delivery partners.Once your order is shipped, a tracking number will be sent to you via email. You can enter this tracking number on the 4PX Tracking page to view the assigned carrier and the latest shipping status.
How long will it take to get my order?
International shipping usually takes 7 to 15 days. Delivery details will be provided in your confirmation email.
When can I receive my order(s)?
Order processing time is 1 to 2 business days after your order is received.
Estimated delivery time = processing time + shipping time.
How to track my order or shipping information?
After placing your order, you’ll receive a confirmation email. We’ll process and ship it within 48 hours (two business days), followed by an email with tracking details.
To track your order, please follow these steps:
Click Track Order → Enter your Tracking Number → Click TRACK to view your order status.
Note: Due to high order volume, tracking updates may be delayed. If you don’t see tracking info immediately, please allow some time. Thanks for your patience!
Is the Order Number the same as the Tracking Number?
No, the Tracking Number is different from the Order Number. You can use the Tracking Number to track your shipment.
Why isn’t my Tracking Number showing shipping details?
Tracking updates may take some time to appear. If no information is available, please wait a day and check again.
Order
Will I receive an order notification?
You will automatically receive email notifications in the following cases:
1.When your order is successfully submitted
2.When your order has been shipped
3.When delivery is confirmed
4.When your order is refunded
If you don’t receive these emails, please check that your email address is entered correctly, review your spam folder, or contact us directly.
How do I cancel or change my order?
If you wish to change or cancel your order, please contact us by email (service@puremind3d.com) within 24 hours of placing the order.
We will process your request as soon as possible.
Please note that orders that have already been shipped cannot be changed or canceled.
Building Guide
What should I do if I encounter assembly issues?
If you experience any assembly issues, our dedicated customer service team is here to help.
Email: service@puremind3d.com
Parts Replacement Service
When should I request parts replacement, and when should I request a product exchange?
• Parts Replacement: For assembly-type products (such as 3D Wooden Puzzles, Wooden Gallery, Building Blocks, Flexi Figs, etc.) when parts are missing or damaged during assembly.
• Product Exchange: For non-assembly finished products (such as Vinyl Plush, Acrylic, Button Pin, etc.) with non-human-caused quality defects, or for assembly-type products with severe quality issues that cannot be resolved through parts replacement.
Is there a limit on parts replacement or product exchange requests?
Yes.
- Parts Replacement: Each product includes 2 free replacement requests. From the 3rd request onward, charges may apply depending on the parts involved, so please contact our customer service for assistance.
- Product Exchange: Each product is eligible for 1 free exchange for non-human quality issues. Requests must be made within 7 days of receipt.
How many parts can be requested each time?
The maximum number of parts varies by product line:
- 3D Wooden Puzzles & Building Blocks: ≤ 10 regular parts
- Flexi Figs & Wooden Gallery: ≤ 5 regular parts
- Special parts (electronic components, movements, glue, etc.) or requests exceeding the limit will be reviewed manually by customer service.
How do I find the product number?
You can find a numeric code on the product’s outer packaging box. This number is the product’s unique model code.
How do I locate part numbers in the instruction manual?
Check the step illustrations in the assembly manual and look for the corresponding part numbers and quantities. If you cannot locate them, please contact customer service for assistance.
Return
Can I return my product?
We always strive to ensure customer satisfaction.
However, if you do need to return a product, we’re happy to assist.
Simply email us at service@puremind3d.com, and we’ll guide you through the return process.
How can I return my item(s)?
Please note that returned items must be kept in their original packaging and condition, and must include the receipt. If the returned item does not meet these requirements, we will refuse the return.
If you are returning an item because you do not like or want it, the return shipping cost will be borne by the buyer. Please do not send the package back directly; contact us first to obtain the return address.
We do our best to ensure that all orders are perfect. If your order arrives partially damaged or you receive the wrong item, we sincerely apologize! In such cases, please do not discard the packaging. Contact us immediately at service@puremind3d.com, and we will handle it right away.
For more information about our return policy, please click here.
Payment
What payment methods are available?
We currently support the following payment methods: Alipay, VISA, MasterCard, JCB, AMEX, Diners Club, Discover, and Klarna.
What currency can I pay in?
All prices on our website are displayed in USD.
If your local currency is different, don’t worry—your credit card provider will automatically convert the amount at the current exchange rate during checkout.
Bulk & Corporate Orders
Is it possible to order large volumes?
For bulk purchase inquiries, please contact us at service@puremind3d.com
Materials Safety
What wood does Puremind use? ls it safe?
Puremind sources its wood materials from high-quality suppliers certified by IAS and Green Leaf, and all materials are tested and verified by SGS, an internationally recognized authority. They meet strict international safety standards and are stable, durable, easy to work with, and easy to paint—perfect for DIY creations. Rest assured and enjoy your crafting experience.