Support
Dispute Resolution
How we handle order issues, who reviews them, and how long each step takes. Every case is read by a real person.
Last updated: March 29, 2026 · LegendBrix
- Every case starts with one email to support@legendbrix.com - a real person reviews it within 48 hours.
- In-box defects are always covered. A package lost, stolen, or damaged in transit, and change-of-mind returns, both need Order Protected.
- Order Protected returns are refunded 2–3 business days after we receive the item; a transit claim gets a free reshipment, not a refund.
- Disagree with an outcome? Ask for a second review in the same email thread - one additional review, same team.
This page explains exactly how we handle order issues, so you know what to expect and how quickly. Every case is reviewed by a real person - we don’t use an automated system to make final decisions.
Step 1 - Open your case
Email support@legendbrix.com with:
- Your order number
- A short description of the issue
- Clear photos, if the issue involves a physical part (missing, incorrect, or damaged)
Most cases only need this information to reach a decision. You won’t be asked to ship anything back unless your case is an Order Protected return.
Step 2 - We review and confirm which case applies
Covered on every order, with or without Order Protected. Once we confirm the issue from your photos, we ship the correct part(s) - typically within 48 hours of review. No return required.
Once we confirm Order Protected on your order, we ship a free replacement set - this is a reshipment, not a refund. Tracking status, delivery photos, or a carrier or police report all speed up the review, but none of them are required to open the case.
We’re not able to replace or refund the order. We’ll point you to your tracking number and the carrier’s claims process so you can file directly with them.
We check your order for Order Protected, then send you a return authorization and shipping instructions. Returns are received at 3643 W Garfield St, Phoenix, AZ 85009, United States - wait for the authorization before shipping, so your parcel can be matched to your order. Once we receive the item and confirm it’s unused, with tags and original packaging intact, we refund your original payment method within 2–3 business days.
If the item arrived complete and as described, we’re not able to offer a return or refund for a change of mind. We’ll let you know clearly if this is the case, rather than leaving your case open without an answer.
Response time
We aim to respond to every case within 48 hours. If a case needs more time - for example, waiting for a returned item to arrive - we’ll tell you what we’re waiting on and roughly when to expect the next update.
If you disagree with the outcome
Reply directly to your case email and ask for a second review, including any additional evidence you have. The same support team will take a fresh look and give you a final answer. There is a single review and one follow-up review per case - we don’t route cases to a separate escalation team.
Before opening a payment dispute or chargeback with your bank or card provider, we’d genuinely appreciate the chance to resolve things directly first - most cases are settled faster this way than through a bank dispute process.
How this fits with our other policies
This page describes the process; the outcomes themselves are defined in our Refund Policy. Everything else about your order and our relationship is covered in our Terms of Service.