FAQ
Preorders
Our preorder process requires buyers to put a non-refundable deposit (NRD) down for items that they want to secure stock of before release. A few weeks before stock release, we will notify preordered buyers with payment links for the settlement. Please follow our social channel (IG @toygrail.shop) We will only release merchandise that is fully paid for. Preordered stock that is not paid for will be held for one week, after which we cannot guarantee the availability of.
Buyers who want to cancel any preorder can notify us by email, but the deposits are not refundable.
Multiple preorders placed at the same time will get fulfilled as stock becomes available.
Regarding the estimated release dates, we reference the manufacturer's and is subject to transit of an additional 1-2 weeks. Having said that, we cannot be responsible for delays caused by the manufacturer. Similarly, we cannot be responsible for delays caused by unusual circumstances such as COVID-19.
Incoming
Incoming stock refers to stock that we have received confirmation on the volume of, typically a few weeks before it is released. Items that were once in the Preorder section will then be moved to the Incoming section. Buyers can secure stock ahead of arrival by placing an order with full payment, and will receive an email notification once the stock reaches our warehouse and is ready to be processed. Note that depending on availability, if an item was sold out during the preorder period, it will not necessarily be available in the Incoming or In Stock section after.
Grading
We offer brand new sealed items for sale. We typically ship items that exhibit the same standard quality as what you would receive from other major US retailers. We cannot necessarily guarantee collector grade packaging. In particular, this includes the placement and condition of stickers on the item.
Occasionally, we receive stock that is damaged during transit so we offer such stock with damaged packaging at a discount. Please note that this damaged grade is still unopened (and therefore, uninspected by us).
Payment
We accept PayPal at the moment but plan to add Stripe later. Buyers can also choose to pay in installments as offered by these payment providers.
Returns / Exchanges
Please refer to our Terms and Conditions page for more details about our return policy.
Shipping
We support shipping to western markets such as the United States and will explore other regions as well in the future. As such, we have consolidated the shipping part of the checkout flow under "International Shipping" for simplicity. Please check to see if your country is enabled in the checkout flow for the latest support.
Fulfillment
Please refer to our Terms and Conditions page for more details on the fulfillment process.
