FAQ
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Which countries do you ship to?
We ship worldwide to many countries across North America, Europe, Asia, Oceania, and the Middle East.
Available countries include: United States, Canada, Mexico, Brazil, United Kingdom, Germany, France, Spain, Italy, Australia, Japan, South Korea, Singapore, United Arab Emirates, Albania, Armenia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, Greece, Hong Kong SAR, Hungary, Iceland, India, Indonesia, Ireland, Israel, Latvia, Lithuania, Luxembourg, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Saudi Arabia, Serbia, Slovakia, Slovenia, Sweden, Switzerland, Taiwan, Thailand, and Türkiye.
How long will it take to get my order?
This depends on your location. Order processing time is 1-2 business days, and shipping to most countries is 7-15 business days. Shipping details will be provided in your confirmation email. During holidays and major sales, delivery times may be longer.
Can I make changes or cancel an order I just placed?
Unfortunately, we can't change or cancel orders after they have been placed and sent to our fulfillment center.
How do I start a return?
Starting your return is easy! Please email us via support@lumigic.com.
- Enter the email address you used to place your order.
- Enter your original order number.
You can find your order by logging into your account on our website or in your order confirmation email.
For more information about returns, please visit our Returns page.
Orders
Below are some of are common questions about orders
How do I know if my order is successful?
After successfully placing an order, the system will automatically send a confirmation email (including order number and details). Please check your inbox and spam folder.
Can I change the delivery address?
If your order has not yet shipped, please contact customer service as soon as possible and we will help you modify it. Orders that have already shipped cannot be changed.
My order shows as delivered, but I haven't received it. What should I do?
Please confirm that the delivery address is correct and confirm with your family, the front desk, or neighbors. If you still have not received the package, please contact us and the courier company and we will assist in tracking it.
If there are multiple items in an order, will they be shipped separately?
Subject to stock availability. If the order quantity is large or some items are pre-sold, they may be shipped separately and tracking numbers will be provided separately.
Products
Below are some common questions about our products
What materials are used for the models? Is it safe?
Our wooden puzzles use environmentally friendly wood, and our metal models use more than 95% high-quality alloy materials, both of which meet safety standards.
Are tools required during assembly?
The metal model comes with basic tools. If additional tools are required, it will be noted on the product page.
Is it difficult to assemble?
Each product is marked with a difficulty level. Generally, it is recommended for adults aged 14 and above, but beginners can also complete the entry-level model.