All you need to know, in one place.
Whether it’s about our products or your order, our FAQ has you covered. If something’s still unclear, reach out, and we’ll assist you personally.
What is PlaneToyz?
PlaneToyz is a creative universe where play meets art. We offer unique collectible kits like our signature Brick Bears™, designed for both kids and adults who love to build, relax, and create.
Are your products suitable for children?
Our Brick Bears™ are recommended for ages 8 and up. Due to small parts, they are not suitable for children under 3 years old.
What is a Brick Bear™?
AnswerEach Brick Bear™ is a collectible art toy made of 5,000+ micro-bricks, standing about 43 cm tall when assembled. Every model is unique, creative, and designed to look stunning once completed.What comes in the box?Each kit includes:1 Brick Bear™ (43 cm)1 Illustrated assembly guide1 Assembly hammer (included for free)Do I need glue or special tools?No glue is needed — each piece locks securely. We include a mini hammer for easier assembly.How long does it take to build?Depending on the design and your pace, it can take 3–8 hours to complete your Bear.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal, Apple Pay, and Google Pay for a faster checkout experience.
Is my payment information secure?
Yes. Our website is SSL-secured, and all transactions are encrypted and processed through trusted, PCI-compliant payment gateways. We never store your payment details.
Can I modify or cancel my order?
If your order hasn’t been shipped yet, contact us as soon as possible at contact@planetoyz.com and we’ll do our best to help. Once the order is processed, we can’t guarantee modifications.
Where do you ship?
We ship worldwide No matter where you are, we’ll do our best to deliver Planetoyz to your doorstep. If you have any doubts about your location, just shoot us a message.
How long will my order take to arrive?
Orders are usually processed within 24–48 hours. For most European countries, delivery takes 2 to 5 business days. International orders may take 5 to 10 business days depending on your location.
How much does shipping cost?
Shipping is free on all orders over €59. Below that, shipping fees are calculated at checkout based on your location and preferred delivery method.
Will I receive a tracking number?
Yes! As soon as your order is shipped, you’ll receive a confirmation email with a tracking number. You’ll also be able to track your parcel directly via our Track My Order page.
What happens if my package is lost or delayed?
If your tracking hasn’t updated in several days or your package seems to be lost, contact us at contact@planetoyz.com. We’ll work with the carrier to resolve the issue.
What is your return policy?
We accept returns within 14 days of receiving your order, as long as the items are unused, unopened, and in their original packaging. Due to the nature of our food products, we cannot accept returns on opened or used items for hygiene reasons.
How do I request a return?
Simply email us at contact@planetoyz.com with your order number and the reason for your return. Our team will guide you through the next steps.
Are returns free?
Return shipping costs are the responsibility of the customer unless the product was damaged or we made a mistake with your order.
What if I received the wrong or a damaged item?
We’re so sorry! If something isn’t right with your order, send us a photo of the issue along with your order number at contact@planetoyz.com. We’ll make it right as quickly as possible — replacement or refund, your choice.
How quickly will I receive a response to my inquiry?
We strive to respond within 24 hours during our support hours. Your satisfaction is our priority!
Do you offer discount codes?
Yes! We regularly share discount codes through our newsletter, social media, and seasonal campaigns. Sign up and follow us to stay in the loop.
How do I apply a discount code?
You can enter your discount code at checkout in the “Discount code” field. Make sure to click "Apply" before completing your order.
Can I use multiple discount codes at once?
Only one discount code can be applied per order. Discount codes cannot be combined unless otherwise stated in the offer terms.
How can I contact you?
You can reach us anytime at contact@planetoyz.com. Our team is here to help and will get back to you as quickly as possible, usually within 24 hours, Monday to Saturday.
What are your support hours?
Our customer service is available from 9 AM to 6 PM (CET), Monday through Saturday. We always do our best to respond quickly, even outside those hours when possible.
How quickly will I receive a response to my inquiry?
We strive to respond within 24 hours during our support hours. Your satisfaction is our priority!
What is PlaneToyz?
PlaneToyz is a creative universe where play meets art. We offer unique collectible kits like our signature Brick Bears™, designed for both kids and adults who love to build, relax, and create.
Are your products suitable for children?
Our Brick Bears™ are recommended for ages 8 and up. Due to small parts, they are not suitable for children under 3 years old.
What is a Brick Bear™?
AnswerEach Brick Bear™ is a collectible art toy made of 5,000+ micro-bricks, standing about 43 cm tall when assembled. Every model is unique, creative, and designed to look stunning once completed.What comes in the box?Each kit includes:1 Brick Bear™ (43 cm)1 Illustrated assembly guide1 Assembly hammer (included for free)Do I need glue or special tools?No glue is needed — each piece locks securely. We include a mini hammer for easier assembly.How long does it take to build?Depending on the design and your pace, it can take 3–8 hours to complete your Bear.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal, Apple Pay, and Google Pay for a faster checkout experience.
Is my payment information secure?
Yes. Our website is SSL-secured, and all transactions are encrypted and processed through trusted, PCI-compliant payment gateways. We never store your payment details.
Can I modify or cancel my order?
If your order hasn’t been shipped yet, contact us as soon as possible at contact@planetoyz.com and we’ll do our best to help. Once the order is processed, we can’t guarantee modifications.
Where do you ship?
We ship worldwide No matter where you are, we’ll do our best to deliver Planetoyz to your doorstep. If you have any doubts about your location, just shoot us a message.
How long will my order take to arrive?
Orders are usually processed within 24–48 hours. For most European countries, delivery takes 2 to 5 business days. International orders may take 5 to 10 business days depending on your location.
How much does shipping cost?
Shipping is free on all orders over €59. Below that, shipping fees are calculated at checkout based on your location and preferred delivery method.
Will I receive a tracking number?
Yes! As soon as your order is shipped, you’ll receive a confirmation email with a tracking number. You’ll also be able to track your parcel directly via our Track My Order page.
What happens if my package is lost or delayed?
If your tracking hasn’t updated in several days or your package seems to be lost, contact us at contact@planetoyz.com. We’ll work with the carrier to resolve the issue.
What is your return policy?
We accept returns within 14 days of receiving your order, as long as the items are unused, unopened, and in their original packaging. Due to the nature of our food products, we cannot accept returns on opened or used items for hygiene reasons.
How do I request a return?
Simply email us at contact@planetoyz.com with your order number and the reason for your return. Our team will guide you through the next steps.
Are returns free?
Return shipping costs are the responsibility of the customer unless the product was damaged or we made a mistake with your order.
What if I received the wrong or a damaged item?
We’re so sorry! If something isn’t right with your order, send us a photo of the issue along with your order number at contact@planetoyz.com. We’ll make it right as quickly as possible — replacement or refund, your choice.
How quickly will I receive a response to my inquiry?
We strive to respond within 24 hours during our support hours. Your satisfaction is our priority!
Do you offer discount codes?
Yes! We regularly share discount codes through our newsletter, social media, and seasonal campaigns. Sign up and follow us to stay in the loop.
How do I apply a discount code?
You can enter your discount code at checkout in the “Discount code” field. Make sure to click "Apply" before completing your order.
Can I use multiple discount codes at once?
Only one discount code can be applied per order. Discount codes cannot be combined unless otherwise stated in the offer terms.
How can I contact you?
You can reach us anytime at contact@planetoyz.com. Our team is here to help and will get back to you as quickly as possible, usually within 24 hours, Monday to Saturday.
What are your support hours?
Our customer service is available from 9 AM to 6 PM (CET), Monday through Saturday. We always do our best to respond quickly, even outside those hours when possible.
How quickly will I receive a response to my inquiry?
We strive to respond within 24 hours during our support hours. Your satisfaction is our priority!
That’s it for now but your journey with Brick Bear is just beginning. If you need us, we're one click away.
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