FAQ

What is a Pre-Order?

A Pre-order is an order for an item that has not yet been made physically available, with the understanding that it will ship later. It is a convenient way for customers to order new products ahead of their release date. When we list an item as a pre-order, it means we’ve started the process of ordering the item, and it will ship when we receive the finished product from the manufacturer.

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What is a Back-to-Back Order?

A Back-to-Back Order is an order for an item already released and available to order from the supplier site that is still in stock.

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When will my pre-order item ship?

We list the estimated shipping date in the item description for all of our pre-order items. Unfortunately, we don’t have a lot of control over the manufacturing process, so these are just estimates. It could be shorter or potentially longer. We usually send out a notification if the item is arriving soon so that members can prepare for the remaining balance.

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If I pre-ordered from your website, am I guaranteed to receive the item?

Yes, except in extremely rare circumstances where our manufacturers encounter an unforeseen issue beyond their control, like the item’s production being cancelled, or if the supplier produced lower quantities than originally planned. If such a rare circumstance should occur, any pre-order deposit you have made will be refunded in full.

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How long do I have to pay the deposit for the pre-order?

Customers are given 4 working days from the time you place your order to make the deposit, or at least a day before the pre-order deadline (whichever comes first), as we still need to process and confirm your payment. Non-payment of the deposit within the allowed period will cancel your pre-order, and your slot will be given to another customer.

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Can I refund my deposit?

No. Please keep in mind that all deposits are NOT REFUNDABLE or TRANSFERABLE. Deposits are deducted from the item’s total amount due upon item arrival and need to be paid in order to confirm the reservation of the item.

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Can I cancel my pre-order?

Once a pre-order is confirmed, it cannot be cancelled, as this guarantees you a slot for that pre-ordered item. All confirmed pre-orders are submitted to our supplier for guaranteed slots.

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How will I know that my item(s) have arrived?

Once your pre-order item is available, we will contact you using the contact information you have provided in your account. We will also be posting updates on our Telegram group and TF Upgrader Network Facebook page, so please follow our page to be updated. We also encourage you to settle your payment immediately to avoid cancellations of your pre-order.

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How long do I have to claim my pre-order(s)?

You will be given 14 calendar days to settle your remaining balance to avoid cancellations of your pre-order. Items not claimed after the 14-day period upon notification will be considered unclaimed. Your deposit will then be forfeited, and your item will be sold to other customers.

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How can I claim my order(s)?

We have several shipping options available through our partner couriers, and you may choose which option you prefer:

• Posstore Express

• Best Express

• J&T

• DHL

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Do you ship worldwide?

International drop shipping available

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What happens if there is a delay in the release of my pre-order?

Although we will make efforts to begin delivering products as soon as reasonably practicable, you understand and agree that there may be delays. An estimated time of arrival (ETA) is only an estimate and is subject to change, and TF Upgrader Collectibles does not represent or warrant that it will be able to ship the product by the estimated date. As a result, in the event that a delay arises and the estimated shipment and/or release of the product is not met, TF Upgrader Collectibles is not responsible for any damages that may occur due to the delay, nor shall it be obligated to provide any discounts, refunds, or credits due to any such delays. But we will do our best to provide you with periodic updates with respect to such a delivery schedule.

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What if my item(s) arrived damaged or missing some parts?

If an item is damaged, you must notify us within 5 business days of receiving the package so that a claim may be processed. Please return all original packing materials and damaged merchandise for inspection; otherwise, no claim, replacement, or refund can be honored. Please take note that damages incurred due to the customer’s mishandling of the product, packaging, or accessories will not be liable for a refund. Concerns such as minor dents on boxes will also not be honored for a return or refund. If an item has been approved for a refund, all shipping costs for the item to be returned and delivered back to the customer will be borne by the customer.