Pre-Order Policy

Pre-order items are products that have not yet been publicly released or have not yet arrived at our warehouse. Pre-orders allow customers to secure a unit ahead of general availability, subject to allocation from publishers, distributors, and other parties in the supply chain.

Depending on the item, a pre-order is paid for in one of two ways, shown clearly on the product page before you order. Most pre-orders require payment in full at the time the order is placed. Selected pre-orders instead offer a deposit option: you pay a set deposit now to reserve your unit, with the remaining balance payable later.

For a deposit pre-order, the deposit secures your reservation and locks in your price. Once we have confirmed the stock for your order, we will notify you and the balance falls due; your item is shipped after it reaches us in Hong Kong and the balance has been paid in full. Aside from this deposit option, we do not offer instalment plans or open-ended deferred payment.

A deposit is a commitment to complete the purchase. If you choose to cancel, or do not pay the balance when it falls due, the deposit is non-refundable and will be forfeited. This does not affect your rights where TT Poke is unable to fulfil the order — in that event the full refund guarantee in Section 4 applies and every amount you have paid, including the deposit, is returned in full. A pre-order (whether full-payment or deposit) is confirmed only once the amount then due has been received and acknowledged by TT Poke.

Once we have secured your stock we cannot hold it for you indefinitely, so the balance is payable on a deadline. When it falls due we will notify you by email or WhatsApp, and the balance must then be paid within 7 days of that notice. If it is not paid within those 7 days, the order is treated as cancelled by you: the pre-order is cancelled, the deposit is forfeited and will not be refunded, and the item is returned to general sale. A pre-order cancelled in this way cannot be reinstated afterwards, including where the market price of the item has since risen. If you need more time, please contact us before the deadline and we will do our best to accommodate you.

The supply of pre-order items is determined by The Pokemon Company, authorized distributors, and other parties beyond our direct control. The final quantity allocated to TT Poke may be affected by factors including, but not limited to: manufacturing volumes, regional distribution decisions, retailer allocation quotas, shipment timing, and unforeseen production or logistical disruptions.

While we make every reasonable effort to secure sufficient stock to meet all confirmed pre-orders, the actual quantity received may, in rare circumstances, fall short of the quantity reserved by our customers.

If we are unable to fulfill any confirmed pre-order — for any reason, including but not limited to insufficient supply, cancellation by the publisher, indefinite delay, or any other supply-side issue — TT Poke shall issue a full refund of all amounts paid for the affected items, including any deposit paid.

Refunds are processed promptly upon confirmation of the shortfall and are returned via the original payment method (FPS / bank transfer).

Once a pre-order has been confirmed — that is, once full payment has been received for a full-payment order, or the reservation deposit has been received for a deposit order — the price agreed at the time of order shall be honored without alteration, regardless of any subsequent change in market conditions. The customer's reservation is binding upon TT Poke.

TT Poke unequivocally undertakes that, even where the market value of a pre-ordered item rises significantly between the time of order and the time of arrival, we shall not, under any circumstance, unilaterally cancel a confirmed pre-order in order to redirect the inventory to alternative sales channels at a higher price.

This commitment reflects a foundational principle of our business: long-term trust with our customers takes precedence over short-term commercial gain. Customers who place a pre-order in good faith are entitled to receive their item at the agreed price, and TT Poke will not exploit market movements at the expense of the trust placed in us.

Estimated arrival dates shown at the time of pre-order are based on information provided to us by publishers and distributors at that time. These dates are estimates and may be adjusted as updated information becomes available.

Where there is a material change to the estimated arrival window, we will notify affected customers via WhatsApp or email. Adjustments to the arrival date alone do not give rise to a right of cancellation, except where the delay is so substantial as to defeat the commercial purpose of the order, in which case our refund guarantee under Section 4 shall apply.

Cancellation of a pre-order initiated by the customer may be requested via WhatsApp at any time prior to dispatch of the item. For full-payment pre-orders, approved cancellations are refunded in full via the original payment method (FPS / bank transfer). For deposit pre-orders, as set out in Section 2, the deposit is non-refundable if you cancel or do not complete the balance payment; any amount paid beyond the deposit will be refunded. Where TT Poke is unable to fulfil the order, the full refund guarantee in Section 4 applies instead and the deposit is returned.

Once a pre-order item has been dispatched, the cancellation window has closed and our standard Return & Refund Policy shall apply.

We may update this Pre-Order Policy from time to time. Updates take effect upon publication on our website. Continued use of our pre-order service following such an update constitutes acceptance of the revised policy.

A pre-order is governed by the version of this Policy in force when the order was placed, except that payment deadlines introduced by a later version also apply to orders that are still open. Where your pre-order was placed before such a deadline existed, the deadline does not begin to run until we notify you of it, and you are given the full payment window counted from the date of that notice.

For any questions about a pre-order or this policy, please contact us via WhatsApp at +852 6414 2825. We aim to respond within 24 hours during business days.