FAQ (Frequently Asked Questions)

Order & Shipping

Q: Are the LEGO products sold on OUOTOYS authentic? A: We guarantee 100% official authentic, brand-new unopened LEGO merchandise, eligible for verification through official LEGO channels. We reject used, assembled, or counterfeit goods, with a fake-one-refund-ten policy.
Q: How soon will my order ship? A: Standard orders are packed and shipped within 24-48 hours (delayed during holidays and sales events). A tracking number will be sent via SMS/email once shipped, and you can monitor delivery status in your order center.
Q: What shipping methods are available? A: We partner with mainstream couriers for delivery to most domestic regions. Remote areas may require additional shipping fees; for international orders, please contact customer service to confirm logistics options.
Q: How can I track my order? A: Log in to your account and go to “My Orders” to view order status and tracking details. You may also contact our online support for assistance.

Q: What should I do if my LEGO set is missing pieces or damaged? A: Contact customer service within 48 hours of delivery, with photos of your order details, product packaging, and missing/damaged parts. We will assist with official LEGO replacement parts or process after-sales requests per our policy.
Q: Do products come with original manuals and packaging? A: All LEGO sets sold are genuine and include original instruction manuals and full packaging, with complete accessories—identical to products from official stores and authorized retailers.
Q: Is returns & refunds available? A: We offer 7-day free returns for no reason (items must remain unopened and in resalable condition). Free returns/exchanges apply for quality-related issues. For details, please review our Returns Policy.

Q: What payment methods are accepted? A: We support major payment methods including credit cards, debit cards, and third-party payment platforms, with secure payment encryption.
Q: Are there member discounts or promotions? A: Follow our website announcements and member center for regular updates: new product discounts, bundle deals, point redemptions, and exclusive coupons for new users.