Get in Touch
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.
Drop us a message and the team will get back to you within 1 working day.
Where's my order?
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.
Has my parcel been dispatched 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.
Where is my tracking page?
You can view your order details on your account page. As soon as we receive your tracking number from the courier it's automatically added to your order page. If the tracking number is not there, hang tight, the courier has not sent it to us yet.
How do I track my order?
Once we receive your tracking number this will be updated to your order details on your account page. Simply click your order, then click your tracking number and this will take you to your tracking page.
My tracking order is not showing any updates.
Please know that for certain shipping services it can take a bit longer for the tracking number to show updates, so we recommend checking again tomorrow.
However, rest assured that if you have a tracking number it is already with the courier and on its way to you.
My tracking link shows that my parcel is delivered, but i don't have it.
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 using the form above 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.
Instruction Manuals
Do all models come up with a paper manual?
The vast majority of our models (over 90%) come with the manual in the box. Why are there some without? If for example you asked us to launch a model you found online (that someone else designed) we would put together a part pack, but since the model was not designed by us or our partners you would need to get the manual from the designer. This applies to roughly 10% of the models we offer and it's how we're able to be incredibly reactive to customer requests.
We mention on every single model page if it comes with a physical manual or not, if in doubt you can always ask using our Contact Form.
My model did not come up with paper manual
Our best-selling models come with paper manuals. However, for custom models, instructions are provided in digital format. Please use the QR code included in the packaging to access the digital manual.
Why some models require a digital manual?
We continuously release new models, and producing paper manuals for each one would cause significant delays. To ensure you get your model as quickly as possible, we provide digital instructions. This allows us to offer new products without sacrificing speed or quality. You can access the digital manual using the QR code in the packaging.
FAQ
Our Sets, Instructions & Bricks
What is Petrolbricks® quality standard?
We 100% stand by the quality of our models and the bricks we use. There are many designs we get sent each week that we don't release either because the assembly process doesn't live up to our expectations of a Petrolbricks® set or because the parts required don't meet our quality standards. The models you see on our website have been vetted by us & our partners and, as mentioned, we 100% stand by the part quality and assembly experience they offer.
What parts do you use?
Our parts come from a range of different manufacturers depending on availability and, more importantly, quality. We hope to get the chance to share our models with you!
How can I request a new model release?
This year we've set ourselves the challenge of launching an average of 2 new models per week and so far we've been sticking to it! A lot of our models are released based on customer requests, so if there's a particular model you'd like, let us know by contacting the team on info@petrolbricks.com
My order is missing parts, what can I do?
In the very rare circumstance that your model is missing certain parts, please fill out our Missing Part Form and a member of the team will arrange the parts for you swiftly to get you back to your build as quickly as possible!
We work with partners worldwide to find the fastest method possible to have these replacements delivered so that you can continue your build. In most cases you should have your replacements within 72h your initial email.