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There's a problem with my order, what do I do?

Shipping FailCourier Fail

I have shipped over 1100 packages of Bricklink and Ebay orders. Only six never arrived.
Hong Kong
2
United States
3
Netherlands
1
Only four took much longer than normal (months instead of days or weeks).
Germany
2
Japan
1
Netherlands
1
Only one was returned because the buyer supplied an incorrect/insufficient address.
Germany
1

First of all, I'm sorry. It was certainly not intentional.
Contact me as soon as you can and explain the problem.

Below is the list of potential problems and my policies.

  • The package never arrived
    First of all, how long has it been? The postal systems aren't known for their speed and packages can sometimes take weeks to travel distances that should only take days. International orders are infamous for delays. It may bee sitting at your local post office waiting for you to pick it up or pay duties for it. It it seems like it's taking a while, let me know; but I'll probably suggest we wait a while longer (if it's still within reason)
    If insurance or tracking was NOT requested at the time of ordering then it is not my responsibility. You chose to assume the risk by not paying for insurance. Any attemps at Paypal chargebacks will be streniously fought and you will be blacklisted from my store and publicly identified in the Bricklink Forum. Paypal is not a free insurance program.
    If insurance or tracking WAS purchased then I will do everything in my power to recover the package or its value for you. Depending on the courier you may need to actually file the claim but I will supply you with any documentation you may need.

  • Refunds of Paypal payments
    In cases where a refund must be issued for a Paypal payment, 30 cents will be deducted from the buyer's refund to cover Paypal's fee. Paypal's policy deducts 30 cents from my account in order to issue a refund.

  • Something was missing from the order
    If the quantity was incorrect or something was missing (not resulting from damage to the packaging due to the postal systems or courier) I will either refund the value of the missing items and the whole materials fee or send you the missing parts for no charge. That will be your choice.
    If the USPS or courier damaged the package, causing contents to be lost then it is considered the same as if it never arrived; see above.

  • The condition was not the same as described
    In over eight years I have never been accused of this. I make sure I describe the condition as specific as I can in 256 characters when an item is listed as "Used". All "New" parts, minifigs, and sets came straight from a Lego source. If a minifig was lised as "UNassembled" that means it went straight from a factory-sealed box to a zip bag. If it as "New" and "assembled" then it was assembled for the purpose of photographing for the Bricklink Catalog and then put into a bag. New means never played with. For all non-minifig parts, "New" means never assembled at all.
    If you recieve an item in condition other than what was described I will handle those on a case-by-case basis.