Missing pieces are uncommon, but they do happen. Most "missing" pieces turn up after a second look, so please check these first. Email hello@gulytoys.com with:. If you're missing more than one piece, please send them all in one message. Replacement p

Missing pieces are uncommon, but they do happen. Most &quot;missing&quot; pieces turn up after a second look, so please check these first.<h4 style="text-align: justify;" id> </h4><h2 id="before-contacting-us">Before contacting us</h2><ol><li style="font-size: 16px; text-align: justify;">Check every bag, including unnumbered ones. Large parts such as plates, wheels, axles and panels are often packed in separate bags or loose in the box.</li><li style="font-size: 16px; text-align: justify;">Check the floor and your work surface. Small pieces easily fall out when bags are opened.</li><li style="font-size: 16px; text-align: justify;">Check the spare parts. Most sets include extra small pieces. Dark grey, black and dark blue pieces look alike under artificial light.</li><li style="font-size: 16px; text-align: justify;">Check earlier steps. A piece may have been used in the wrong place a few steps back.</li></ol><h4 style="text-align: justify;" id="-1"> </h4><h2 id="what-to-send-us">What to send us</h2>Email <a href="mailto:hello@gulytoys.com">hello@gulytoys.com</a> with:<ol><li style="font-size: 16px; text-align: justify;">Your order number</li><li style="font-size: 16px; text-align: justify;">The name of the set</li><li style="font-size: 16px; text-align: justify;">A photo of the manual page with the missing or defective piece circled</li><li style="font-size: 16px; text-align: justify;">The part number and quantity, if your manual has a parts list</li><li style="font-size: 16px; text-align: justify;">The number of the bag you were building from</li></ol>If you&apos;re missing more than one piece, please send them all in one message.<h4 style="text-align: justify;" id="-2"> </h4><h2 id="how-we-resolve-it">How we resolve it</h2><ul><li style="font-size: 16px; text-align: justify;">Missing pieces: we ship the replacement pieces to you free of charge.</li><li style="font-size: 16px; text-align: justify;">Defective pieces (broken, misshapen or the wrong colour): we send replacements free of charge.</li><li style="font-size: 16px; text-align: justify;">Many pieces missing: we&apos;ll send a replacement set or offer a partial or full refund, depending on the case.</li></ul>Replacement pieces ship separately with their own tracking number and can take as long to arrive as your original order. In most sets, you can keep building other sections while you wait.

There are missing or defective pieces in my set

The outer shipping box often gets dented on the way. That's usually cosmetic, and the parts inside are protected by the Collector's Box and sealed bags. Open the parcel and check the contents before contacting us. If any pieces are broken, or a bag h

The outer shipping box often gets dented on the way. That&apos;s usually cosmetic, and the parts inside are protected by the Collector&apos;s Box and sealed bags. Open the parcel and check the contents before contacting us.<h4 style="text-align: justify;" id> </h4><h2 id="if-parts-are-damaged-or-lost">If parts are damaged or lost</h2>If any pieces are broken, or a bag has split and pieces are missing, email <a href="mailto:hello@gulytoys.com">hello@gulytoys.com</a> as soon as possible after delivery with:<ol><li style="text-align: justify; font-size: 16px;">Your order number</li><li style="text-align: justify; font-size: 16px;">Photos of the outer box, including the shipping label</li><li style="text-align: justify; font-size: 16px;">Photos of the damaged bags or pieces</li></ol>We&apos;ll send replacement pieces or a replacement set at no cost to you. Please keep the packaging until your case is resolved, in case the courier asks to see it.Your set doesn&apos;t arrive in its original manufacturer&apos;s box; that&apos;s intended and isn&apos;t damage. See What packaging will my set arrive in?

My set arrived damaged

Most electronics issues are solved with one of these checks. Email hello@gulytoys.com with your order number, a short video showing the problem, and a photo of the battery box, receiver and cables. If a part is defective, we'll send a replacement fre

Most electronics issues are solved with one of these checks.<ol><li style="text-align: justify; font-size: 16px;">Power. Use new batteries, or fully charge the rechargeable battery box with its USB cable before first use. Check the battery orientation and that the battery box is switched on.</li><li style="text-align: justify; font-size: 16px;">Pairing. Many receivers need to be paired with the remote before they respond. Switch on the battery box first, then the remote, and follow the pairing steps on the electronics page of your manual.</li><li style="text-align: justify; font-size: 16px;">Cables. Push every connector fully into its port, the right way round. Check that no cable is pinched between bricks.</li><li style="text-align: justify; font-size: 16px;">One motor at a time. Connect a single motor directly to the battery box to find out whether the motor, the cable or the receiver is the problem.</li><li style="text-align: justify; font-size: 16px;">Interference. Keep other remote-controlled sets switched off while pairing. Two remotes can interfere with each other.</li><li style="text-align: justify; font-size: 16px;">App control. If your set uses an app, install the one named in your manual and turn on Bluetooth on your phone.</li><li style="text-align: justify; font-size: 16px;">USB lights. USB light kits need a USB power source, such as a phone charger or a power bank.</li></ol><h4 style="text-align: justify;" id> </h4><h2 id="still-not-working">Still not working?</h2>Email <a href="mailto:hello@gulytoys.com">hello@gulytoys.com</a> with your order number, a short video showing the problem, and a photo of the battery box, receiver and cables. If a part is defective, we&apos;ll send a replacement free of charge.

My motor, lights or remote don't work

A few habits make the build smoother and save time hunting for pieces. Our sets contain small parts. Check the recommended age on the product page before building with younger builders.

A few habits make the build smoother and save time hunting for pieces.<ul><li style="font-size: 16px; text-align: justify;">Open one numbered bag at a time. Bags follow the order of the manual, so you only need the pieces for the section you&apos;re on.</li><li style="font-size: 16px; text-align: justify;">Build on a tray or a light-coloured surface so small pieces don&apos;t roll away and are easy to see.</li><li style="font-size: 16px; text-align: justify;">Sort pieces by colour and size before each bag. A few small containers help.</li><li style="font-size: 16px; text-align: justify;">Keep the spare parts. Extra small pieces are included in most sets, in case one goes missing.</li><li style="font-size: 16px; text-align: justify;">Don&apos;t force pieces. If a connection feels too tight, check the manual: a piece may be in the wrong position or orientation.</li><li style="font-size: 16px; text-align: justify;">Test motorised functions as you go. Check gears and motors at the steps the manual shows, before they&apos;re covered by bodywork.</li><li style="font-size: 16px; text-align: justify;">Keep your manual and order email until the build is finished. You&apos;ll need them if you contact us about a piece.</li></ul>Our sets contain small parts. Check the recommended age on the product page before building with younger builders.

Before you start building

Can't find what you need? We are here to assist you!

Find answers to the most common questions about orders, delivery, returns and your build. Can't find what you need? Contact us and our team will get back to you within 48 hours.

Missing pieces & build help

There are missing or defective pieces in my set

My set arrived damaged

My motor, lights or remote don't work

Before you start building