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Pre-orders
Are you tired of missing releases of highly sought after collectibles and toys that have sold out? Pre-ordering products helps you avoid this frustration and makes the process a hassle-free and enjoyable experience!
Once a manufacturer announces a new item and gives us the ok to publish, we will list it for presale with an estimated arrival date. A Pre-Order means we are taking advanced orders for the item. It has either not been released or has not yet arrived at our warehouse.
Pre-order Arrival Dates
Every product on pre-order lists has an estimated arrival month. Our product team is in constant contact with all of the different vendors we work with to try to obtain the most up to date information as possible. Once we are told something has changed, we will update the listings.
We would all like pre-orders to show up within the expected time frame, but unfortunately the toy and collectable industry can have some delays. The expected arrival date is an estimate; there are no guarantees for exactly when pre-ordered products will arrive. No compensation can be given for pre-orders that arrive late. We don't recommend pre-ordering products as gifts or for special occasions that are time sensitive due to the possibility of delays.
What does it mean when it says Quarter arrival?
This is the estimate of arrival for a preorder item. This means the item is expected within a window of arrival and an exact month is not yet available. Here's a break down of each quarter and what it consists of:
Quarter 1 is January - March
Quarter 2 is April - June
Quarter 3 is July - September
Quarter 4 is October - December
Pre-order Cancelation
You can cancel most pre-orders at any time prior to their arrival at our warehouse. All of this can be done by contacting our support team at Support@hoyotoys.com. in most cases there is a 10% fee to cancel a pre-order item or no fee for store credit.
Pre-order Payment
We are on a live payment checkout meaning that orders are charged at time of purchase.
Arrival notices
When possible we will send out notification that a pre-order is arriving soon. This will allow you to review your shipping address, and shipping information before your order is processed.
Please note we are unable to do this for all products; we are dependent on how much notification our vendors give us prior to shipping.
Pre-order Pricing
Due to the nature of pre-orders, pricing may sometimes change after we list the product for presale.
If the price is reduced and your item is still on pre-order, your price will be adjusted so you receive the lowest price.
In rare circumstances, mandatory price changes may happen to a pre-order. This could occur when we receive a solicitation from a vendor with a pricing error or when product import tariffs are assessed by the United States government. In the event that the price increases, we will notify affected customers. As always you are free to cancel your pre-order at any time.
Pre-order Address Changes
Please contact our support team at Support@hoyotoys.com for assistance with updating an address on your order. Updating your default account address will NOT update previously placed orders. Please contact us for assistance with changes to orders already placed.
Pre-order Fulfillment
We work hard to fill every pre-order we take, but occasionally a situation may be out of our control. If we cannot fill your pre-order, we will contact you and give options and estimated arrival. if you wish to cancel it there will be no cancellation fee for this.
Please contact us as soon as possible and we will help you to make sure you will receive your order at the correct address.Kindly provide us with your full name and order number. Contact us now
If your order hasn’t been processed yet, we will help you to change the items you wish to replace.
Cancellation of an order is possible as long as the order hasn’t been shipped yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order.  Cancellation of an order is not possible for orders that have already been shipped.
The items in the order may be shipped separately. Please check the tracking information emails from us. If you didn't receive the emails, please contact our customer service: support@hoyotoys.com.
Shipping & Delivery
If the item is ready-to-ship, you can receive it in 7-10 days for express shipping. While economy shipping takes 15-20 days or more.Please refer to following table.
| Â | EXPRESS | ECONOMY | STANDARD |
|---|---|---|---|
| USA | 3-5 working days | 10-15 working days | 7-10 working days |
| UK | 5-7 working days | 10-12 working days | / |
| CA | 5-7 working days | 10-15 working days | / |
| AU | 7-10 working days | 10-15 working days | / |
| DE | 5-7 working days | 7-11 working days | 6-10 working days |
| FR | 5-7 working days | 7-11 working days | 6-10 working days |
You can refer to the processing time given on the page.
We recommend you to track your package with USPS if you are in the US, or 17TRACK for the other countries.Â
Note:Â Generally, after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually, it takes 5-10 days for processing and it takes sometimes longer depending on how fast the postal services are processing shipments, therefore the tracking information may not appear online immediately.
Generally, after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually, it takes 5-10 days for processing and it takes sometimes longer depending on how fast the postal services are processing shipments, therefore the tracking information may not appear online immediately, please try to track again later.
- The carrier hasn’t accepted your package yet.
- The carrier hasn’t scanned and entered tracking information for your package yet.
- Your tracking number is incorrect or invalid.
- The item was posted a long time ago, info not available anymore.
Please contact our customer service: support@hoyotoys.com.
Item was attempted for delivery but failed, this may due to several reasons. Please contact the carrier for clarification. Please be informed that we will NOT be held responsible for packages that have failed to deliver due to:
- Item refused by the addressee
- Incorrect / Illegible / Incomplete address
- Expired Retention Period – in some countries, receivers are advised to claim their packages in the local post office. If left unclaimed, the parcel will be sent back to our warehouse.
- Addressee Absence – Addressee not available at the time of delivery
- Customs Policies, Rules, and Regulations
If you haven’t received your package, we’d advise you to contact your local post office to arrange a re-delivery or collect your item right away. Generally, the carrier has collection deadline, we’d advise you pick up your package at once, or it might be returned to our warehouse.
If this happens, we will have to wait to see if the package gets returned back to us.
Returns
If the product you received is wrong or defective, please contact us  as soon as possible and kindly provide us with your full name, order number and a brief explanation of the issue. Contact us now