#1 in the world for genuine, new K'NEX parts

Supporting K'NEX enthusiasts worldwide since 2004

Frequently Asked Questions (FAQs)

We welcome your questions, which we will do our best to answer by email. If a question and answer seem likely to be of interest to others as well, we will publish them both on this page.

How safe are K'NEX products?
How do I order online?
Maximum order quantity
Adding extra items to an order
Why do you request my email address and phone number?
Why can't I make payment?
Can I order offline?
Can I just ask for a quotation?
How do I navigate around the site?
Can the site be used by people who are visually impaired?
Why do I get an error message?

Please also note that your queries may be answered via About us/Contact us, Shipping and delivery, Countries currencies and languages or Terms and Conditions.

How safe are K'NEX products?

All of the materials used in K'NEX products meet global toy safety standards including the United States Consumer Products Safety Improvement Act of 2008 (“CPSIA”), the European Union’s Toy Safety Directive, the Canada Consumer Product Safety Act, and the Australian Toy Safety regulations. The parts are routinely examined by an independent, third-party laboratory to ensure that they meet safety standards.

All the K’NEX parts we sell are in NEW condition, and have been obtained directly from the manufacturer or through one of their subcontractors. We do not sell used K’NEX parts.

Warning

Warning - CHOKING HAZARD.

K'NEX is not suitable for children under 3 years, as it includes small parts.

How do I order online?

Ordering online could not be easier - simply add the products you want to buy into your Shopping Cart, and then proceed to Checkout, as shown below.

Adding items to the shopping cart

We recommend that you start by browsing through our online shop, and then add any products that you wish to buy into the Shopping Cart, by entering the quantity of that product that you require, and clicking on the [Add to cart] button.

Note that you will find that some products have a Maximum order quantity - see below.

In the shopping cart, you can change the quantity of any product, or remove it from the cart if you wish.

Checkout

After you have finished adding everything to the Shopping Cart, click on the [Checkout] button.

On the Checkout page, you will be asked for the details that we need to be able to complete your order, including your name, address, email address and payment method.

Maximum order quantity

Our aim is to ensure that K'NEX users worldwide are able to obtain the parts they need, when they need them, at a reasonable price.

To this end, you will find that many parts have a Maximum order quantity, which is lower than the stock level. This exists to prevent a single customer from buying all or most of our stock, and thereby disappointing everyone else.

If you have a requirement for more than the Maximum quantity shown for any part, please Contact us before you place your order, and we will try to assist if we can.

Adding extra items to an order

Occasionally after placing an order with us, a customer will realise that they should have added one or more extra items to their order.

If this happens to you, please Contact us immediately you are aware of the problem, giving the product code, name and quantity of the item(s) you would like to add.

If your order has not already been shipped, we can do our best to advise on how best to add the extra item(s) to the order without incurring extra shipping costs.

Why do you request my email address and phone number?

When you place an order with us, we request during Checkout: your organisation name (if any), contact name, address, postcode, email address and (only if your order is being shipped via Express delivery) your telephone number.

An accurate email address is essential, as this is how we send your order acknowledgement, raise any order queries with you, and keep you up to date with the delivery status of your order.

Your telephone number can also be of help to us in fulfilling your order, for instance in situations where the carrier cannot find your address. Rest assured, we will never telephone you for any other reason, or pass on your telephone number to a third party other than the organisation(s) delivering your order.

We also use the email addresses entered with orders to email our occasional newsletters. You can opt out of this service if you wish.

Why can’t I make payment?

Our website processes large numbers of online payments from customers around the world. All online payments are processed on our behalf by PayPal or Shopify, two of the world’s largest online payments companies.

The levels of security on such payments are very high, and as a result customers occasionally experience a problem whilst making payment.

If you're having trouble completing your payment, here are a few common issues and solutions to help you:

1. Insufficient Funds

Ensure that your account or card linked to PayPal or Shopify Payments has sufficient funds. Check with your bank or card provider to confirm if your balance can cover the purchase.

2. Payment Method Issues

• PayPal:
o Make sure you’re logged into the correct PayPal account.
o Check that your PayPal account has up-to-date billing and payment information.
o Verify that your account is fully verified, as unverified accounts may be restricted in some cases.

• Shopify Payments:
o Ensure your credit or debit card details (card number, expiration date, CVV, and billing address) are correct.
o Some cards may require international purchase authorizations. Contact your card provider if you believe your card is being blocked for this reason.

3. Browser or Device Issues

• Try clearing your browser cache and cookies or switching to a different browser.
• Ensure that your browser is up-to-date.
• If you're using a mobile device, try completing the payment on a desktop computer.

4. Payment Declined by Bank or Card Issuer

Sometimes payments are declined by your bank or card issuer due to security reasons or limits. Contact them to authorize the payment or check for any restrictions.

5. Network Issues

If your internet connection is slow or unstable, the payment process might be interrupted. Try connecting to a more stable network and reattempt the payment.

Still Having Trouble?

If none of the above resolves the issue, please Contact us. We’ll be happy to help you complete your purchase.

Many thanks.

Can I order offline?

We would recommend that all orders are placed online.

However, if you would prefer to order offline for any reason, please Contact us.

Can I just ask for a quotation?

If you wish to receive a Quotation for K'NEX parts, please Contact us.

How do I navigate around the site?

We have tried to make navigation around the site as simple and as quick as possible.

The main navigation features of the site are as follows:

♦ The main navigation bar will take you to the different sections of the website, to your customer account if you created one, and to the shopping cart.

♦ A "breadcrumb trail" is displayed at the bottom of each page, showing how you arrived at this page.

♦ Navigation buttons appear on many pages, such as Prev, Up and Next. These buttons will take you the previous page at this level; up a level to the "parent" page of the current page; and to the next page at this level.

♦ The links at the bottom of each page will take you to the Contact us page, the main Information pages for the site, Terms and Conditions, and Frequently Asked Questions.

Please Contact us if you have any suggestions for improving navigation around the site.

Can the site be used by people who are visually impaired?

We have done our best to ensure that this website can be accessed by people who are visually impaired, and that it is compatible with all online accessibility features.

If you want to magnify the contents of any page to make it easier to read, we recommend that you enable the "Web content Page zoom" facility in an internet browser such as Google Chrome. You can then set the Page zoom to 120%, 150% or whatever magnification suits you best.

Please Contact us if you think we can make our website more accessible in any way.

Why do I get an error message?

There are three main reasons why you might get an error message whilst accessing our website:

1. You do not have Cookies enabled in your internet browser.

2. You do not have Javascript enabled in your internet browser.

3. Despite extensive testing, an error has crept into our website.

Cookies

For a smooth and secure checkout experience on Shopify, cookies need to be enabled. While Shopify can function without some non-essential cookies (like marketing and analytics cookies), essential cookies are required for checkout, cart management, and security features.

Javascript

To place orders on our site, JavaScript must be enabled in your browser.

Other errors

We are always very concerned if anyone receives an error message when accessing our website, though thankfully it is a rare occurrence.

Please Contact us immediately if this happens, so that we can investigate and fix the problem.