As official LEGO stores are currently closed, and many LEGO retailers are either closed or operate under restrictions, the best place to shop for new LEGO sets is via the Online LEGO Shop. If you visited the Online LEGO Shop website and/or placed an order, you may have noticed that many of the items are on backorder, and that shipping is taking longer than normal. To address the situation, LEGO released the following update.

SHIPPING AND DELIVERIES

We’re still shipping LEGO.com orders, but deliveries are likely to take longer right now. As we’re receiving more orders than we expected and we’re following additional safety measures at our warehouse, deliveries are currently taking 10-15 days to arrive after the order date.

Our couriers are taking lots of steps to follow the latest safety guidance by providing masks, gloves and sanitizers for their delivery drivers. They’re also offering contact-free deliveries, giving customers the option to have packages delivered to a safe place. As we work with many different couriers around the world, they’ll also be following local guidelines for your region. If you’d like to find out more, please check with your local courier for more information.

EMPLOYEE SAFETY

Making sure that our employees and their families are safe is very important to us. We’re helping all LEGO employees whose jobs allow them to work flexibly, to stay safe at home so that they can balance work with family and childcare responsibilities more easily.

For our colleagues who need to come to work, we’re taking extraordinary measures to protect their health and wellbeing. Employees are able to have their temperature checked and we’re following strict hand washing and sanitizing guidelines. We’ve also rearranged our workspaces so that employees can spread out and make sure they have enough space between each other.

PRODUCT SAFETY

From the factory floor to the delivery truck, we’re taking great care to make sure our employees and customers stay safe. Our factories, warehouses, and distribution centers follow guidelines we have in place across all of our sites which meet the strictest global safety standards. If you’re ever concerned about any packaging, you should wipe it down with a disinfectant and wash your hands afterwards.

LEGO STORES TEMPORARILY CLOSED

Our online store on LEGO.com remains open, and our customer service team will do their best to help you with anything you might need. We’ve temporarily closed our own LEGO stores until further notice in all countries except China. Our owned and operated LEGO branded retail stores in China are open because life in the cities where they are located (Beijing and Shanghai) is slowly returning to normal. We’ll continue to follow local guidelines for all of our stores.

We also partner with LEGO Certified Stores. To find out if a LEGO Certified Store is open, please contact them directly. We’ve asked our partner stores to take all necessary safety measures to protect the safety of visitors and employees. This includes limiting the number of people in the store, removing all shared play material, play tables, Pick-A-Brick walls as well as cancelling all play activities and managing extra cleaning of all surfaces, door handles, and counters.

RETURN POLICY EXTENSION

We know it may be harder right now for customers to get their returns to us, so we’ve temporarily extended our standard return policy. All orders placed on LEGO.com or over the phone can be returned up to 180 days after purchase.

BUYING PARTS

At the moment, our Bricks & Pieces service is closed for most countries. We’ve recently been able to reopen the service for Germany and hope to make it available in more countries soon. Pick-A-Brick, our other service for selling parts, is open in all countries where it’s available.

We’ve introduced special measures at all our sites to reduce the risk of infection, including limiting the number of employees who are able to work together at any one time. This includes the team that packages Bricks & Pieces orders. Our Pick-A-Brick team is able to work at full capacity while following the additional safety measures. While we hope we won’t keep you waiting too long for your parts to arrive, it may take longer right now because we have fewer employees working in our warehouses and we’re following delivery restrictions in certain locations.

DONATION REQUESTS

We’re so sorry, but at this time we aren’t able to fulfill individual donation requests. Please see the section below for news about our current charitable efforts.

CHARITABLE DONATIONS

We believe that we have a responsibility as a business to support our partners, our colleagues, and our communities. When this situation began, we supported relief efforts in Wuhan and Hubei Province by donating RMB 1 million and facemasks to China Foundation for Poverty Alleviation, an NGO working in the region. More recently, we’ve also donated $50 million USD to organizations, including Education Cannot Wait, to help provide education for children who are facing incredibly difficult times all around the world. We’re also continuing to support local charities in communities where we have a significant presence.

PLAYING AND LEARNING WITH LEGO BRICKS

We know that there are lots of kids and families who are spending time at home and looking for fun and educational activities. Building with LEGO bricks is a great way to get everyone together to do just that. We’ve shared some ideas and inspiration for kids’ activities on LEGO.com/LetsBuildTogether. We’re also sharing great ways to help kids learn with LEGO bricks on our social media pages and our very own LEGO Life app. Did you know kids can use bricks to learn about mathematics and science and even make their own board games and mazes? Find out more at LEGO.com/LetsBuildTogether.

CATALOG SHIPMENTS

Future LEGO catalogs may be delayed due to a temporary closure at the catalog processing center. You can always see the digital versions of our catalogs here.

CONTACTING LEGO CUSTOMER SERVICE

Our customer service teams are temporarily working from home (instead of our LEGO offices) so they can stay safe with their families. We’re grateful for your patience as it will likely take us a little longer to answer your email, chat or phone call at the moment.

I hope this information clarifies whatever question you may have had in regards to LEGO orders, shipping times, customer service, etc. However, if you have other questions, or something is not clear, feel free to share in the comment section below, and I will try to get an answer for you. Stay safe and play well!

And you might also like to check out the following related posts:

• LEGO Supports Families Impacted by COVID-19
• The LEGO Group & COVID-19 Updates
• April 2020 – New LEGO Sets & Promotions