Contact Us
Have you checked our FAQ page? We've made it super easy to get your questions answered quickly just by checking our Frequently Asked Questions.
For any general enquiries, comments or questions, please reach out to us on qiu_zf@protonmail.com or complete the contact form below.Our staff will answer any questions you may have within 24 hours. Please allow extra time on weekends and international holidays.
Contact form
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FAQs
Is shipping free?
Yes! RBrickstem offers free international delivery on all orders through premium couriers such as YUNexpress,UPS, DHL, FedEx and more.
How long until my order is dispatched?
Once we receive your order, we aim to get it packed & labeled within 24h and your parcel gets dispatched to a distribution centre. This distribution centre then selects the fastest shipping method from a range of highly reputable couriers and dispatches the order swiftly. When your order has been dispatched from the distribution centre, you will receive an update with your tracking code.
What is the shipping process?
Once you place your order we aim to have this processed & packed within 24h.
The parcel is then dispatched to a distribution centre.
Once it arrives there, the parcel gets attributed to a courier and queued for pickup.
Once it's picked up by the courier you will receive an email with a tracking number.
The courier will then deliver the parcel to your address.
In order to get updates sent to your email every step of the way, make sure to opt in to receive emails from us when placing your order. If you don’t you will only receive an email with a tracking number once this is picked up by the courier.
Where do the parcels ship from?
We work with several warehousing partners & distributors worldwide who stock a lot of our most popular models in Europe, USA, Hong Kong & Singapore (and we're growing the number of models stocked in USA, Germany & Poland this year!). Which warehouse your parcel gets dispatched from will depend on your address and the exact model you're ordering.
Regardless of where it gets dispatched from our distributors take care of all fees relating to international transport, so the price you see on our website is the final price you will pay for the order. If you ever get charged more upon receipt of the parcel we will always refund this to your original payment method.
Are there any additional fees or costs?
Never! Regardless of your address and parcel origin, our distributors take care of all of the fees. If you ever get charged anything upon receipt of the parcel please send us the invoice and we will refund this amount to your original payment method. We like to keep it simple, no hidden fees here!
Has my order been shipped yet?
After placing your order, your parcel is prepared within 24h and is sent to a distribution centre. It will arrive here within 1-3 working days. The team here will select the fastest shipping option to your address and will ship out your parcel in the same day. Once your order is picked up from the distribution centre by the courier, you will receive a shipping confirmation email containing your tracking information as well as a link to a website where you can track your order.
If you haven't received a shipping confirmation email yet and it's been more than 4 working days since you placed your order, please get in touch with us and we'll send you your tracking information manually.
Please know that for shipping services like DHL Express, it can take a bit longer for the parcel to arrive to the courier's distribution centre (and to receive a tracking number). However once dispatched shipping will only take 24-48h, making the entire shipping time shorter.
Order Tracking
How can I track my order?
Once you have received an email entitled "Your order has been picked up by the courier!" you will be able to access your order page and see your tracking number.
My tracking link isn't working, what can I do?
If you have just received your tracking number it may not be showing updates if it hasn't received its first scan yet. In some rare cases (looking at you Canada Post!) the tracking updates may be delayed and the parcel may arrive before we see any updates on your tracking link.
My tracking link shows that it's delivered, but I don't have my parcel.
If the courier shows that your parcel is delivered, but you haven't yet received it please contact the courier as soon as possible to let them know.
You can then contact us on info@theblockzone.com and we will obtain a copy of the shipping label to confirm with you that the address is correct.
We know this sounds silly, but in most cases the parcel will have been left in a safe spot or with a neighbour, so please double check your property.