Welcome to the Tootle Gift Shop FAQ page! Here, you’ll find answers to common questions about pre-orders, on-hand items, shipping, and more. If you have any further questions, feel free to contact us at tootleph.bacolod@gmail.com. We’re here to assist you!

Pre-Order

1. Why should I pre-order an item?
Pre-ordering guarantees you a spot for the item of your choice before it's officially released. Cancellations may only occur in the following cases:

If the distributor cancels the order due to lack of supply or if production is canceled. In this case, a full refund will be provided.

If payment is not received within 3 business days after completing your order, your pre-order will be automatically canceled.

2. When will the item(s) I ordered arrive?
Pre-ordered items are shipped from the United States.

Via Air: Estimated delivery time is 2-3 weeks after the item is in the States.

Via Sea: Estimated delivery time is 45-60 days after the item is in the States.

3. Will the item(s) I ordered arrive in mint condition?
All items are carefully packaged to ensure they arrive safely. However, since shipping and handling are outside of our control, we cannot guarantee a perfect 10/10 box condition. Most items, however, arrive in good condition.

4. Do I need to fully pay for my pre-ordered items?
We offer two options:

You can pay the full amount upfront.

Or, you can choose to pay only the down payment upon checkout.

5. What if I want to cancel my order?
Orders without a down payment will be automatically canceled after 3 business days.
For orders with down payments or full payments, cancellations are not refundable.

6. How will I know when my item(s) have arrived?
We’ll notify you via email once your item(s) have arrived. Please ensure you provide a valid email address for communication.

7. How can I get my item(s)?
We offer shipping options or pick-up arrangements via email or Facebook Messenger once your item(s) are ready.

8. Can you hold my items until my other orders arrive?

For regular customers, items will be held for up to 7 days after we contact you.

For VIP customers, we can hold your items for up to 30 days after contact.

9. What will happen to my deposit or full payment if I don’t claim my item(s)?

For deposits, no refund will be given if you fail to claim your items within the specified time.

For fully paid orders, we offer a 30-day holding period after we notify you.

10. Why did the release date of the item I ordered change?
Release dates are controlled by the manufacturer and distributors, and unfortunately, we have no control over these changes. Please keep an eye on our updates for any new information.

On-Hand Items

1. Do I need to fully pay for on-hand items upon ordering?
Yes, full payment is required for in-stock items as they are ready for immediate shipping or pick-up.

2. Are all on-hand items in perfect mint condition?
We carefully package all items to ensure safe delivery. However, as shipping is beyond our control, we cannot guarantee a 10/10 box condition. Most items do arrive in great condition.

Shipping

1. Can I pick up my order at Tootle Gift Shop physical store?
This option is available for customers in Bacolod City or nearby areas. For more details or to arrange pick-up, please email tootleph.bacolod@gmail.com, and we’ll assist you promptly.