How it works
FAQ
When should I request replacement parts, 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 replacement parts.
Is there a limit on part-replacement or exchange requests?
Yes.
• Parts Replacement: Each product includes 2 free requests. From the 3rd request onward, please contact customer service; fees may apply.
• 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.
Can I submit one request for multiple products?
No. Each product must be submitted separately because product and part numbers differ.