Frequently Asked Questions
Reviewed by TinyFigs Personalization Team. Updated May 2026.
Contact Info
How do I contact you?
The best way to get in touch with us is by email at support@tinyfigs.com.
We are based in Canada, so response times may vary by time zone. The workshop is not open evenings or weekends, but we will reply as soon as we can.
Shipping & Customs
Why is my order delayed?
During peak seasons such as Christmas, Valentine's Day, Mother's Day, Father's Day, and graduation season, shipping carriers can experience high volumes that lead to transit delays. We will work to ship within our processing window, but we cannot control carrier speed after dispatch. Please use your tracking number for the latest updates.
How long before my order is dispatched?
In normal circumstances, it usually takes 1-3 business days to prepare your custom order in our workshop before it is ready to ship. During busy periods, please allow up to 5 working days.
Processing time is separate from carrier transit time. If your order needs preview approval, delays in replying to the preview can also delay dispatch.
You should receive an automatic email when your order has shipped. If you cannot find it, please check your junk folder first, then email support@tinyfigs.com.
How can I upgrade to expedited shipping?
If you have already placed your order and would like to upgrade your shipping, please email the team at support@tinyfigs.com to arrange this. They can send you an invoice for the extra costs.
Bear in mind thatwe can only upgrade your shipping option if your order is still with us in the workshop. If we have already dispatched it, it is too late to change the shipping!
Are checkout delivery dates guaranteed?
No. Delivery dates shown on the website, in checkout, or by the carrier are estimates only. They are not guaranteed arrival dates.
Once a package leaves our workshop, carrier volume, customs, weather, address issues, and local delivery delays are outside TinyFigs control. Please order early if the item is needed for a specific birthday, event, or holiday.
How can I track my order?
You can track your order by going to the 'View Order' button in your shipping confirmation email. If you're having problems finding your tracking information, please feel free to email the team at support@tinyfigs.com.
Will I be charged customs fees or tariffs?
CUSTOMERS IN THE CANADA- No, you wouldn't be charged customs fees as we are shipping from CANADA.
CUSTOMERS IN THE EU- All orders shipped to EU member countries are sent DDU (Delivery Duty Unpaid). We do not collect VAT at the point of sale. Instead, you will be responsible for paying VAT and any applicable customs fees when your order arrives in your country. EU customers will be charged VAT upon delivery by the carrier / courier.
If you are in Norway, Switzerland or Iceland, you WILL be charged customs fees as these countries are not members of the EU customs union.
CUSTOMERS IN THE USA- Duties, fees and tariffs are included in the price of your order. This is paid by us meaning your order will not be held up or have additional fees.
CUSTOMERS OUTSIDE OF THE USA & THE EU- If you're outside the USA and the EU, orders will be subject to customs duties and a clearance / handling fee as per your country's guidance. We recommend checking your local guidance about importing from the UK.
I'm worried my order might have got lost in transit - what should I do?
It is rare for items to get lost in transit, but delays can happen. More often than not, the order is still moving through the carrier network.
If you have not received your order 10 working days after it was shipped, and tracking does not show a clear delivery update, please email support@tinyfigs.com with your order number so we can review it.
Placing An Order
How do I get my own awesome custom minifig?
THAT'S A REALLY GOOD QUESTION!
The answer is simple: use our Custom Minifigure product to create your perfect character from scratch!
Build Your Dream Minifigure
Our builder lets you select from hundreds of combinations:
- Hair - Choose from 50+ styles and colors
- Face - Pick unique expressions and designs
- Clothing - Mix and match tops and bottoms, or select a complete outfit
- Accessories - Add tools, weapons, or special items
- Pets - Include up to 3 companion animals
- Custom Name - Personalize your minifigure
What's Included?
Every minifigure comes with a FREE flat brick as our gift to you! Pet add-ons also include their own complimentary flat brick.
Want Even More Customization?
Looking to make your minifigure extra special? You can add:
- Custom text brick with your own message
- Display frame to showcase your creation
- Keychain option to take your minifig on the go
Just describe what you want in the "Additional Customization" field when placing your order, and we'll add it to your cart!
Can't Find What You're Looking For?
If you have a unique request or need help designing your perfect minifigure, please get in touch with us via email at support@tinyfigs.com and we'll see if we can help!
How long do I have to review my preview?
You have 24 hours to reply after your preview is sent. If we do not hear back within 24 hours, we will make and ship the order as shown so the order is not held up.
If selected pieces are out of stock, we may use the closest in-stock replacement. You can ask us to change that replacement during the preview stage. If no change is requested during the 24-hour preview window and the order is sent as previewed, TinyFigs is not responsible for preference changes requested later.
How do I cancel or change my order?
If you would like to cancel or change your order, email support@tinyfigs.com as soon as possible.
We can only cancel or modify orders before they have been printed, assembled, packed, or shipped. Once production has started or the order has been dispatched, it is too late to cancel. Preview changes must be requested during the 24-hour preview window.
Can I buy a gift voucher?
You can indeed buy a gift voucher! They are available. They are sent automatically by email, so they are not affected by normal processing times and shipping times.
Can you make me a minifig from a photograph?
Unfortunately we are unable to make minifigures from a photograph. But lots of people find they are still able to make the minifig they would like from the pre-designed parts we already have available on the website. Check out our custom minifigure options to see if this will work for you!
Will my minifig's hands match the skin tone of their head?
Yes! We automatically change the minifig's hands and neckline to match the skin tone of the head you have chosen.
We don't sell hands separately, so don't worry about trying to find them on the website. The team will make sure you receive the correct hands.
Do you make custom parts, e.g. custom animals, custom hair parts, custom instruments or custom weapons?
Unfortunately, we don't currently have the ability to make custom-shaped parts. We just re-print parts already made by LEGO. We are also unable to custom paint hair pieces on an individual basis.
We do occasionally 3D print specific items, e.g. graduation caps and swords, but we are stil getting to grips with our processes for this. Unfortunately, we are not yet at the stage where we can take specific requests for 3D printed pieces.
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Bulk Orders & Special Projects
How do I place a large order, e.g. for a wedding or for a company event?
If you would like to place a large order for a company or private event, you can order through the website or email support@tinyfigs.com before placing the order.
Please order early for events. Large orders are custom-made, may require extra production time, and delivery dates are estimates rather than guaranteed event deadlines.
We cannot print protected logos, branding, or designs we are not allowed to use. If a requested piece is unavailable, we may suggest the closest in-stock replacement before production.
Can I get a bulk order discount?
It really depends what items you are buying and how busy we are in the workshop! Feel free to get in touch with us by email at support@tinyfigs.com if you'd like to discuss bulk order discounts, and we can see what is possible.
Can you make me a whole build out of LEGO?
Unfortunately, we aren't able to make full builds out of LEGO. We specialise in minifigs, and that's the area we're super confident in.
I want something that isn't on the website - can I get it?
In general, we can only accept orders for things that we already have available on the website. However, we can occasionally accept special requests (depending on our capacity, and how difficult it is to meet that request!) Feel free to email us at support@tinyfigs.com with your request, and we will see what might be possible!
Cancellations & Returns
How do I cancel my order?
If you would like to cancel or change your order, email support@tinyfigs.com immediately.
We can only cancel or modify an order before it has been printed, assembled, packed, or shipped. Once the order is in production or dispatched, it is too late to cancel. If a preview has been sent, changes must be requested within the 24-hour preview window.
Can I return my order?
Because every TinyFigs order is custom-made, we do not accept standard returns or refunds for preference changes, approved designs, delayed-but-delivered carrier shipments, or replacements that were shown during preview and not changed within the preview window.
If your item is faulty, damaged, or incorrect, email support@tinyfigs.com within 14 days of delivery with your order number, photos, and a description of the issue. For shipping damage, please contact us within 7 days. We will review the issue and, where appropriate, offer a replacement or refund.