Frequently Asked Questions
If you can't find an answer to your question, visit our contact page to get in touch with our customer service team.
Product & Instructions
What’s included with my order?
Each set includes high-quality ABS bricks developed by NanoDrives™ and a digital instruction manual for a seamless assembly.
How do I access the instruction manual?
We provide digital instructions that can be accessed by scanning the QR code on your package. Simply use your smartphone or tablet to scan the QR code, and you'll be directed to the digital instructions for your set.
In the event that you cannot locate the QR code or experience difficulties accessing the digital instructions, please contact us with your order number and the specific model you need instructions for. We'll be happy to assist you further and provide you with the necessary instructions.
Do you offer custom models?
We currently do not create custom models. However, we always value input from our community, so please feel free to reach out to us via Email (nanodrivesshop@gmail.com) or share a photo of the car you dream of building. We appreciate your feedback and ideas!
There are missing / defective pieces in my NanoDrives set:
We sincerely apologize if you've encountered any issues with missing or defective pieces in your NanoDrives set. While it's uncommon, we want to ensure that you have a complete and enjoyable building experience. If you believe there are missing pieces or if you've identified any defective parts, please follow these steps:
1. Double-check your entire set.
2. If you are certain that pieces are missing or defective, please take screenshots of the instructions, and clearly mark specific pieces that are problematic or you need.
3. Send the images, along with your order number, to us at nanodrivesshop@gmail.com. This will help us identify the issue more accurately and expedite the replacement process.
Rest assured, we'll investigate the matter promptly and provide you with the necessary missing or replacement pieces to ensure you can complete your build.
SHIPPING
Do you offer worldwide shipping?
Yes! NanoDrives™ proudly offers free tracked and insured worldwide delivery on all orders.
How long does shipping take?
The delivery time varies depending on the country! Please find the estimated delivery time for your region in the following table.
Country:
- DE (7-11 business days)
- CH (9-14 business days)
- AT (10-15 business days)
- USA, UK, CA (7-11 business days)
- FR, IT, ES, PT, GR, BE, NL (10-20 business days)
- All other countries (15-30 business days)
After a brief processing time, you will receive a tracking number via email. Please note that we require 1-2 days to process orders. While we strive to ship all items on time, there may be occasional delays.
How can I track my order?
Please visit the Track Your Order page for detailed package tracking information.
How do I change my shipping address?
To update your shipping details before your order has been shipped, please contact us.
Once your order has been shipped, it is no longer possible to update the shipping details.
Please note that we cannot accept responsibility for delivery failures resulting from incorrect or incomplete addresses provided by customers at the time of purchase.
I have not received an order or shipping confirmation?
If you haven't received a confirmation email after your order, it could be due to the following reasons:
1. You provided an incorrect email address.
2. The confirmation email landed in your spam folder.
3. Your order was not successfully completed.
4. The order was received on our end, but there was a system error, and the confirmation email was not sent.
If you've ruled out the first three points, please contact our customer service. We will then check the status of your order. In this case, we'll need the email address and the name under which the order was completed.
My package didn’t arrive, what should I do?
First of all, your package is secure, and no one has ever failed to receive their desired item.
1. Check your emails, including spam. It's possible that your package was left at a nearby parcel shop for various reasons (e.g., not being at home).
2. Contact us and explain your issue. We will take care of it immediately.
RETURNS
What is the duration of my return policy?
We take pride in our products and want you to be satisfied with them. Therefore, all our products come with a 21-day return policy. If you are not satisfied with any of our products, you can return it for a refund within 21 days of receiving the product.
How do I register the return?
Returning an item is simple. Make sure your return is sent to the correct address, which you can find in the first step of the following instructions. The credit will be issued within 24 hours after we receive your package.
1. Pack and label the item
Place the items in the package and securely seal it. Clearly write your address (sender) and our return address (recipient) on the package.
Return address:
NanoDrives
Fasanenweg 9
90480 Nürnberg
Germany
2. Drop off the return
You can drop off the package at DHL, DPD, Hermes, and GLS parcel shops and pack stations. Simply purchase an affordable shipping label with tracking locally. Keep the issued return receipt as proof.
3. Receive the refund
Check the tracking to confirm we've received your return. From that point, it takes only 24 hours to process the refund.
How can I cancel my entire order?
To request cancellation of an order that has not yet shipped, please contact us.
Please note that an order is no longer elligible for cancellation once it has been shipped. Once shipped, in order for a refund to be initiated, the products in your order must first be returned.
For more details, see our Refund policy.
PAYMENT OPTIONS
What payment options are available?
- Paypal
- Apple Pay
- Google Pay
- Visa
- Mastercard
- Maestro
- American Express