[Official Merch] Genshin Impact Citlali Impression House Robe & Sleep Mask

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 U.S. 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.

View our full pre-order policy.

Can Pre-order be Cancelled?

Unfortunately, Pre-Orders cannot be cancelled, and the full price of the pre-order is also NON-REFUNDABLE, however the shipping fee is refundable. Once HoYo Toys receives your order, we will immediately place an order with the copyright owner or manufacturer of the product. After we place an order, the owner or manufacturer does not allow cancellation either.

If you are experiencing financial difficulties, you can send an email to our service team to request cancellation. We care about our customers very much, however, we will make the final decision based on your current situation and the product information. If your reservation cancellation application is approved, we can refund you up to 40%-60% of the amount you have purchased.

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.

Monday - Sunday 09:00 - 18:00

Email: support@hoyotoys.com