Shipping policy
Shipping & Delivery Policy
At BIG-BRICK, all of our products are made to order. Each display frame, display case, or related accessory will enter production and fulfillment after your order is confirmed.
Please read the shipping and delivery policy below before placing your order.
Order Production Time
Our products are usually made after your order is confirmed.
Production typically takes about 3 business days.
For custom sizes, personalized backgrounds, special lighting configurations, large items, or high-volume orders, production may take slightly longer. If there is a significant delay, we will do our best to contact you in a timely manner.
Please note that production time does not include shipping time.
Shipping Methods and Estimated Delivery Times
Depending on the shipping option you select at checkout, the estimated delivery times are as follows:
Air Shipping: Usually takes approximately 7–10 days after dispatch.
Sea Shipping: Usually takes approximately 30–60 days after dispatch.
These are estimated transit times after the order has been shipped and are not guaranteed delivery dates. Actual delivery times may vary depending on the destination country or region, customs clearance, holidays, peak shipping seasons, weather conditions, carrier arrangements, or other circumstances beyond our control.
Estimated Total Delivery Time
The estimated total delivery time usually includes:
Production time + Shipping time
For example, if you choose air shipping, the estimated total delivery time is usually about 3 business days for production + 7–10 days for shipping.
If you choose sea shipping, the estimated total delivery time is usually about 3 business days for production + 30–60 days for shipping.
Tracking Information
After your order has been shipped, we will provide tracking information so that you can check the shipping status of your package.
Tracking updates may take some time to appear, especially when the package has just been handed to the carrier, is in international transit, is going through customs clearance, or is being transported by sea.
If you have any questions about your tracking status, please contact us at:
We usually respond within 24 hours on business days.
Customs, Duties, and Import Fees
International orders may be subject to customs duties, import taxes, VAT, clearance fees, or other charges imposed by the destination country or region.
Unless clearly stated otherwise at checkout, such fees are the customer’s responsibility.
BIG-BRICK has no control over customs policies, customs clearance times, or import charges in different countries or regions. We are not responsible for delays caused by customs clearance.
Shipping Address
Please make sure your shipping address, contact information, and postal code are accurate before placing your order.
If a package is delayed, returned, or lost due to an incorrect, incomplete, undeliverable address, or failure to receive the package, the customer may be responsible for any related costs or losses.
If you need to change your shipping address, please contact us as soon as possible at:
If your order has already entered packing, shipping preparation, or has been handed over to the carrier, we may no longer be able to change the address.
Large and Fragile Items
Our products are often large and may include acrylic panels, display frames, display cases, or other fragile parts. We do our best to use appropriate packaging to protect your items during shipping.
Some orders may be shipped in multiple packages. Different packages may have different tracking updates and delivery times.
After receiving your package, please inspect the outer packaging, inner packaging, and product as soon as possible. If your item arrives damaged, incomplete, or incorrect, please contact us according to our Refund & Return Policy.
Shipping Delays
Shipping times are estimates only and are not guaranteed. Delivery may be delayed due to circumstances such as:
Customs clearance
Holidays or peak shipping seasons
Weather conditions, natural disasters, or force majeure events
Carrier delays
Incorrect or incomplete address information
Local delivery arrangements
BIG-BRICK is not responsible for delays caused by circumstances beyond our control. However, if your tracking information has not been updated for an unusually long time, you may contact us and we will do our best to help check the shipping status.
Lost, Damaged, or Abnormal Packages
If your package appears to be lost in transit, or if the tracking information shows delivered but you have not received it, please contact us as soon as possible and also contact the local carrier.
If your item arrives damaged, incomplete, or incorrect, please contact us within 7 days of delivery and provide your order number, photos of the outer packaging, photos of the inner packaging, photos of the shipping label, and clear photos of the affected product or parts.
We will review the case and provide an appropriate solution in accordance with our Refund & Return Policy.
Contact Us
If you have any questions about shipping, delivery, shipping methods, or your order status, please contact us at:
📧 Email: support@big-brick.com
💬 WhatsApp: +852 46568987
📸 Instagram: @brickicongallery