Service and Support
Wartoys takes pride in its product. We make every effort to provide the best quality product and value in the market. It is our goal to ensure that you receive what you need in perfect condition and that you have the most enjoyable building experience. For these reasons we provide to you various service options and support.Parts Replacement - WarToys
Wartoys model kits are subject to extensive quality checks during the manufacturing process to ensure they leave our warehouse in perfect condition. Even with our best effort a part may be missing or broken. Upon opening your product and inspecting its contents you always have the option to return the item to the merchant for an exchange in accordance with the store's policy.
There are two options to submit a parts replacement order through Wartoys:
Please note that fulfilment of orders for Wartoys Germany product may take up to 8 weeks.
Regular Mail: You may mail in your parts request, however, processing time may take up to 12 weeks. To send your replacement parts request via regular mail please send the following information:
- Your first and last name
- Your complete mailing address
- A phone number where you can be reached
- The kit number (found on the instruction sheet or side of the box),
- The name of your kit
- The part number for which you are requesting replacement (refer to your instruction sheet for the part number if you are not certain). If you need a new instruction sheet please note it separately as "Instruction Sheet".
- A description for the missing or defective part
- An explanation for why you need a replacement
- Your proof of purchase (the bar code found on the box) or a copy of your sales receipt.
Additional Parts Replacement Policies and Conditions:
Our policy is to have replacement parts available for up to 3 years after an item's last production date or until supplies last, whichever comes first.
If a kit is missing an extensive number of pieces, or is severely damaged, the first course of action is to return the kit to the place of purchase.
If the vendor does not accept returns, we may request that the complete kit be returned to Wartoys for review, at your expense.). If it is determined that missing parts or kit damage is Wartoys's fault, the kit will be replaced, at Wartoys's expense, with a similar kit. If it is determined that the kit met all of our quality expectations, Wartoys will return the original kit to the sender, with no additional responsibility on Wartoys's side.
If the kit was purchased from a reputable retailer like those found on our web site and, after removing shrink wrap, a part is missing or broken, Wartoys will provide a reasonable number of replacement parts at no charge. The Wartoys Parts Dept. will determine if any part(s) order has exceeded a reasonable amount. However, we make every effort to assist our customers.
Wartoys reserves the right to modify or refuse any part(s) order.