What is Pre-Order?
Most of miHoYo's new products are pre-ordered in advance.
Customers make a payment to guarantee a product reservation first, then the products will be shipped to the customers. and and additional unit are sold later. Generally, HoYo Toys will pre-order more in stock for most products, but we highly recommend you do pre-order as possible as you can, otherwise, the product may sell out. The price at the pre-order stage is usually the lowest.
Why has my item not shipped after estimated shipping date?
Due to many factors, the expected delivery date is not always accurate, but we will try to estimate a date for reference.
Delivery may be delayed due to delays in factory production, flight delays, importing customs clearance traffic, etc. Our estimated date is based on the approximate production date given by the factory, plus the average delivery, inspection, and clearance time. If your product encounters a special situation, we will let you know by sending a communication email. If you do not receive special notice, that means the production and transportation of the product are running as usual.
How can I confirm if my pre-order was successful?
Once your pre-order is successfully placed, we will send you a card containing your pre-order details, which includes your order number and estimated arrival time. Below is a preview of the pre-order confirmation card you will receive.
Can Pre-order be Cancelled?
As with other stores, once a pre-order is confirmed, cancellation requests are generally not accepted. Due to the strict procurement processes for pre-order items and the fact that the supplier (miHoYo Official) does not permit us to cancel orders, any damage to our standing could jeopardize our ability to participate in future pre-order programs. Therefore, please consider your purchase carefully before placing an order. Thank you for your understanding.
If you decide you no longer want the product, we will charge a 10% processing fee based on the order total and refund the remaining amount to you. Please contact our customer service team to confirm your cancellation request: Business@hoyotoys.com
Why was my Pre-Order cancelled?
We are so sorry if you receive a cancellation email from us. Your order may be experiencing the following situations:
1. Due to a high demand for a limited quantity item, the manufacturer/copyright party closed the pre-sale in advance.
2. Due to difficulties encountered in production, the quality of the product is difficult to guarantee, or the final product does not meet the expected quality. If only a small number of products pass the quality inspection, we will cancel the last few orders and follow the first-come-first-served rule.
3. There are too few preorders for the item and the factory/copyright owner has to cancel production.
4. The product has not passed the inspection of the U.S. tax and customs.
5. The product was accidentally damaged during international transportation, and the stock quantity is insufficient. We will cancel the subsequent orders in the order of first come first.
If your order is canceled by HoYo Toys for any of the listed reasons, all costs will be refunded.