Frequently Asked Questions When do you guys charge for pre-orders and out-of-stock items? It is our policy to charge for an item within two weeks of shipping. We begin to charge credit cards and request check or money order preorders about a week or two before the item(s) are ready to ship to prevent any shortages. However, it depends largely on the product and availability of the item so this is determined on a case by case basis. Due to the high demand of some of the more limited items, pre-payment must be made to reserve the piece or they will quickly move to the next customer in queue if there are problems with your payment or address and contact info. Any items that are extremely limited in production or completely sold out and are on backorders are charged immediately to guarantee your stock. Other than these specific instances, we only charge your credit card when the order is shipped and are in-stock. Payments made by Paypal or checks are withdrawn immediately and credited to your online account. If your order contains multiple in-stock items and only one pre-order item, the entire order will be charged to prevent the in-stock items from selling out when the pre-order item does come into stock. This also helps reduce multiple shipping charges to ship in-stock and pre-order items separately as well. If you wish to receive and ship in-stock items first before preorders are released, please make a separate order, or if you have made an order, contact our customer service department. Additional shipping charges will be added depending on the items shipped separately. I preordered an item but the release date keeps getting pushed back. What gives? Unlike one piece resin busts or statues, action figure production requires a little more work that involves many different items - vinyl head production, ABS plastic weapons production, clothing, packaging, painting, metalwork, etc. Because all these items are produced independently at different locations and sources and are gathered and packaged as a whole during the final product. If there is a delay in one source, the whole figure is delayed. Often times, there are many things that we cannot control, such as the rarity of a type of metal, or the color of a certain paint, or the type of fabric that must be used - all these things are purchased separately from other companies to make our products. If these companies run out of supplies for us to make the item, then the production is delayed unless we could find another source. Production delays occur quite often and we try our best to notify everyone. The best way to find out about delays is through our online community forum and through our newsletters so check there first or you can simply send us an email or call us. If a pre-order or backorder item takes unusually long, we may decide to unilaterally cancel the project entirely. In that case, we will notify everyone accordingly. Any payments already made would be refunded and any outstanding uncharged orders will be notified and canceled accordingly. We have not canceled any products before and hope to avoid such delays at any cost. I saw a product on the site a few minutes ago and now it's gone! What happened? Our website keeps real-time track of inventory and we have experienced very rapid sell-outs of certain items. Our record item has been sold out within a few hours after it is placed on the website for sale. Our inventory changes daily as they sell out and as the items are restocked. If you see something that you want, do not assume that it will still be in stock the next time you visit so check back on the site often. What if an item I ordered suddenly went out of stock? Most of the time, if an item is on the website, it is in stock and ready to ship (unless it is a preorder). However, even with real-time inventory there may be times where inventory counts may be off on a few items due to damage, loss or miscalculated count by the factory. There is an option on check out that you can request to be notified if any item is out of stock on your order. Our normal policy is to ship what we have and cancel any out of stock items if we do not expect more to arrive. If more quantities will come in, we will put those items on backorder and ship as soon as they come back in stock. Do you have a newsletter for news and upcoming products? If so, how do I register? Yes. We hate spam mail as much as you do so we only send out newsletters when there are major updates to news and information or upcoming previews and pre-orders of products. You can register for the newsletter through your control panel after you register by checking the subscription box for our newsletter. It's as simple as that. I noticed you have an eBay store. Do you carry certain things on the site that the eBay store does not and vice versa? Yes we do. As you may know, Triad Toys started out as a small collector owned business that made very small runs of items and were sold thru eBay only. We still keep our roots on eBay to support many of our eBay frequent customers. We do occasionally have certain items that are exclusive to the eBay store and vice versa so be sure to register for both the website and ebay store for the latest updates. I see something I like from one of your outfit sets. Will you sell me just the one part I need? No. They are part of the set for a reason. You wouldn't go to a car dealer and ask them to sell you just the steering wheel because that's all you need would you? While we do not sell the parts separately, there are occasions where we have defective returns or damaged boxes and packaging that we sell loose on eBay or here on our store. In those cases, the parted out items are sold loose and come in very limited quantities since they are limited to what we have on hand. You can check out our eBay store or updates when they are made. I have a great idea for an outfit and custom figure. Can you make an outfit for me? As much as we would love to, we are a company and have tons of projects that are piling up on the to-do list. Also, it is not cost effective to produce a design if the production is too low because you have lots of costs that cannot be recuperated. However, there are many collectors who can sew, paint, sculpt, and do different things. Be sure to check our forums to see if any other collector is willing to help with your project. While we recommend it, we don't condone transacting with anyone who you are not familiar with or do not have any reputation in the hobby. So ask around and check their background first before you transact with anyone from a forum of any kind. Where can I find more news and information about your upcoming products? Visit our community forum by going through the main website under Stay Connected > Forum. Our community forum is filled with customers like yourself and design and admin staff, that will post comments and updates more frequently than our scheduled newsletters. If there are new information and products to be previewed, the forum will be the first place to be updated so be sure to check it out often. You will also notice in the Stay Connected section that we have a Blog, Twitter, Facebook and RSS Feeds to keep you constantly updated as well.