Q: How does pre-ordering work?
A: First of all, pay a deposit to indicate your interest. Simply add the desired item and quantity to cart, and make your payment.
You will receive an email from us when the item is ready for release by the distributor.
If you have been successfully allocated, your payment instructions and expected collection/ shipping dates will be in that email. We will also send you the tracking ID when you opt for shipping and your parcel is prepared.
Q: How do I know if my pre-order deposit is confirmed?
A: You will receive a confirmation email from us after completing your payment online. You can also check your pre-orders from your account page.
Q: I did not receive any confirmation email for my deposit.
A: Deposit confirmation emails are issued from firstname.lastname@example.org. Check your spam and update your settings to recognize this email address. Contact us if you still can't find it.
Q: Do I have to pay for shipping when making deposits?
A: You do not have to pay for shipping at this stage. However, you do need to select a delivery option due to system requirements. Both options (shipping/ pickup) will not add a shipping fee, and will not count as your final delivery option. Please contact us if you are charged for shipping at this point.
Q: How do I know the release date of my item?
A: The estimated release date is included in all our listings, as provided by distributors. Sometimes, the actual release may be earlier or later than expected. We will notify you as and when we hear from the distributor.
Q: I cannot find the allocation email.
A: Allocation emails are issued from email@example.com. Check your spam and update your settings to recognize this email address. Contact us if you still can't find it.
Q: Will I get full allocation of my order?
A: All deposits will be logged in upon closing of the preorders, and all orders are subjected to distributor allocation. Please refer to our terms of services
for allocation policies.
Q: What happens if my order is partially/ not allocated?
A: All unfulfilled pre-orders will be placed on backorder, and fulfilled in subsequent waves when there are restocks from distributors. This backorder will be valid for up to 6 months from the release date stated in your notification email.
Q: What if I am still not allocated after the backorder expires?
A: Your deposit of unfulfilled orders will be refunded after backorder expires, or when there is confirmation of no further stocks from the distributors.
Q: What are the payment options for balance payment?
A: You can choose to pay online (PayNow) or when you pickup in store (PayNow/ Paywave/ credit card/ cash). If you need to pay online by credit card, we can help you on an ad-hoc basis.
Q: When do I choose my preferred delivery for my pre-orders?
A: You may indicate your preference after receiving our allocation email. Self-pickup at our store is free, while $5 will be chargeable for standard residential shipping. If you have been allocated a case, $10 per case will be chargeable.
Q: Can you ship my pre-order from XM Studios/ Iron Studios?
A: We strongly encourage self-collection for pre-orders for XM Studios and Irons Studios products due to the size and delicate nature.
Q: Do you ship internationally?
A: We only ship within Singapore at the moment. If you are located overseas but managed to secure a delivery/ forwarding service* with a Singapore address that we can deliver to, we will be able to keep your pre-order. Otherwise, we will have to cancel and refund your order.
For pre-orders that are successfully allocated to you, in the event you are not able to collect in Singapore or provide a Singapore address for delivery after all, we will not be able to arrange for international shipping on your behalf and reserve the right to cancel your allocation.
*Note: As this is a third-party service not in our affiliation, the customer and the service will be responsible for all cost/ packing/ management etc of the international delivery. Our responsibility will be up to the point of handover within Singapore. We are not liable for damages/ issues that occur thereafter.
Q: Can I cancel my preorder?
A: You may cancel and refund your preorder deposit before the closing date. However, if you do so after closing date, your deposit will be forfeited.
Q: Can I cancel my preorder if it is on backorder?
A: Unfulfilled pre-orders are not eligible for refund or cancellation during the backorder period as specified in our terms of service. Your deposit will be forfeited if you opt to cancel.