1. Product-related.
Q1: What is the material of the product? Is it safe and environmentally friendly?
A: Our scene cabins and wooden assembly models are made of high-quality natural wood (such as basswood, birch) and environmentally friendly ABS/PVC accessories, which meet international toy safety standards (EN71, ASTM F963). The materials are non-toxic and odorless, and are suitable for handicraft enthusiasts and children (it is recommended to use under adult supervision).
Q2: How difficult is the model? Is it suitable for beginners?
A: We offer different difficulty levels:
• Beginner (★☆☆): Large parts, simple assembly, suitable for children or beginners (such as mini gardens).
• Intermediate (★★☆): Requires fine operation and contains circuit or mechanical structures (such as scene cabins with lights).
• Advanced (★★★): Super fine parts + complex steps, suitable for enthusiasts (such as multi-story building models).
The difficulty level is marked on the product details page. It is recommended that beginners start with the beginner level.
Q3: Do the products require additional tools or glue?
A: All material kits include the parts, instructions, and basic tools (such as sandpaper, tweezers) required for assembly. Some complex models may require you to bring your own glue (such as wood glue). Please refer to the instructions for details.
2. Assembly process.
Q4: How long does the assembly approximately take?
A: Depending on the complexity of the model, it usually takes 3 - 10 hours. It is recommended to complete it in stages to avoid fatigue.
Q5: What should I do if a part is damaged or lost during the assembly process?
A: Please contact the customer service (service@creativehiveshop.com) and provide the order number + part number. We will send the missing parts for free (limited to non - human - caused damage).
3. Logistics and After-sales Service.
Q6: How are the shipping time and logistics costs calculated?
A: We support global delivery. Usually, it takes 3 - 7 working days to process the shipment. The logistics time varies by region (7 - 15 days for Europe and America, 15 - 21 days for other regions). The shipping fee is calculated automatically based on the weight and destination, and you can view the details at checkout.
Upon readiness for shipment, you'll receive an email containing a track and trace code. If you haven't received this code, kindly check your spam folder. Should you still not find it, contact us at service@creativehiveshop.com,
and we'll assist you in tracking your order and updating you on its status.
Please ensure that we have the correct delivery address to complete your order efficiently.
Q7: Does the return and exchange policy apply?
A: Unopened products that do not affect secondary sales support unconditional return and exchange within 30 days (the buyer bears the shipping fee). For opened products, if there are quality issues, you can apply for free replacement parts or partial refund. Only returns and exchanges due to quality issues are accepted.
Q8: Do I need to pay import duties?
A: The duties for cross - border orders are determined by the policies of the destination country. Fees may be incurred in some regions. Please refer to the notice from the local customs.
Q9:I accidentally submitted the wrong delivery address,but it’s alreadyon it’s way!
A:In most cases, you can change the deliveryaddress yourself on the tracking confirmation page. If you're unable to do so,please contact both the courier service and us as soon as possible. Keep inmind that the longer you wait, the more difficult it becomes to amend theaddress.Please note that changing the delivery address to a different address and/or country may not always be possible, andif it possible additional transport costs may be charged to you.
Q10I have placed my order a while ago,but haven’tseen/heard anything.
A:Please check your email (and the spam inbox).Should you still not find it, contact us at service@creativehiveshop.com, and we'llassist you in tracking your order and updating you on its status.
4. Our company.
Q11:What is your location?
A:We are based in China,where all of our
products are produced.From our location,we handle all aspects of production and
shipping,ensuring that each piece meets our high standards of quality.
5.Payment method.
Q12:What currency can I pay in?
A:The currency shown on the page is US
dollars. If the currency used in your area is not USD, please don't worry. When
you settle the payment, your credit card company will convert the USD price to
your country's currency at the current currency rate.
6. Other questions.
Q13: Can the finished product be lit up or decorated?
A: Some scene cabins are designed with LED light strings and support battery power supply (batteries need to be prepared by yourself). You can also add miniature decorations (such as plants, figurines) according to your preferences to create a personalized scene.
Q14: Are there electronic manuals or video tutorials?
A: The official website provides the download of electronic manuals for all products. Some complex models come with links to video tutorials (you can obtain them by scanning the QR code on the packaging).
Q15: Is it suitable as a gift?
A: Of course! Our products are packaged in exquisite gift boxes and are ideal choices for festival and birthday gifts.