GENERAL

Q1: How long is/are my product(s) reserved for?
A1: Preorders prior to their release will be reserved for customers for a maximum of 14 days. For more information, please refer to our Refund Policy at https://toyorgame.com.sg/pages/refund-policy.

Q2: Where are your outlets located at?
A2: Please refer to our Contact Us page at https://toyorgame.com.sg/pages/contact-us.

Q3: I have not received any notification from your outlet regarding collection, am I still able to collect my product(s) regardless?
A3: Please PM us at our Facebook page or email us at eCommerce@toyorgame.com.sg, with your receipt number or order number and request for assistance.

Q4: How will I be notified when I am able to collect my product(s)?
A4: You will be notified via SMS or a phone call from our retail staff. For peak periods or during high profile game releases, notifications may be delayed or not sent at all, do check with us through 
our Facebook page or email us at eCommerce@toyorgame.com.sg for assistance with this matter.

Q5: Are you currently collecting preorders for the PlayStation 5 console?
A5: We are currently not accepting preorders for the console. We will contact interested parties who have registered in our PS5 wishlist previously and are able to place a deposit for the console, on a monthly basis and subjected to the number of sets we can have.

For interested parties who have not registered in the wishlist, please kindly lookout for future announcements on our Facebook page for any wishlist reopenings.

Q6: Are you currently collecting preorders for the Xbox Series X console?
A6: We are currently not accepting preorders for the console. Do check with us during the middle-end of the month to check if there's any restocks for the console.

 

MEMBERSHIP

Q1: Where can I check my membership points?
A1: Please head over to https://member.app.toyorgame.com.sg/auth/login to check your current membership points.

Q2: Are you still using the Advocado system?
A2: We have migrated to a newer system. If you are still unable to login through the new system, please head over to any of our TOG outlets for assistance.

Q3: Where can I check your membership benefits?
A3: Please refer to https://toyorgame.com.sg/pages/membership-benefits.

Q4: How do I register for your membership?
A4: To register, simply visit any of our TOG outlets and our retail staff will be assisting you with the registration process. For more information, please refer to https://toyorgame.com.sg/pages/membership-benefits.

Q5: I wish to get a refund for the purchase of my membership, is that possible?
A5: Unfortunately membership refunds are not possible.

Q6: I am unable to login with my current phone number and wish to change it, how do I go about doing so?
A6: You will need to drop by our TOG outlets and request for a change of your handphone number.

Q7: Do my TOG Membership Points expire or have any expiry date?
A7: Currently membership points do not expire and please disregard any expiry date that are shown in your membership dashboard.

 

ONLINE STORE

Q1: Do you offer overseas or international shipping?
A1: We have ceased overseas or international shipping temporarily.

Q2: How and where can I trade-in/sell my games/consoles back to you?
A2: Please refer to our Buyback List at https://toyorgame.com.sg/pages/buyback-list for more information on buyback prices and eligible outlets for this.

Q3: If I purchased a product from your online store, how would my membership points be awarded to me?
A3: Membership points are awarded when you collect your order at your designated collection outlet, be it an in-stock product or a preorder. 

Q4: If I wish to convert my order to another product, how should I go about it?
A4: Please PM us at our Facebook page or email us at eCommerce@toyorgame.com.sg, with your receipt number or order number and request for a change. Please do note that order conversions are not guaranteed as it is subjected to our current allocation/quantity. Order conversions are NOT ALLOWED after the preordered product has been released and order will be forfeited after the 14 days reservation period.

Q5: Do you offer any gift wrapping or gift card services?
A5: We do not offer such a service at the moment. If you have requested gift wrapping/gift card services via order notes when checking out, we will not offer this service either.

Q6: What does it mean when a product is "not guaranteed and subjected to allocation"?
A6: For products like Collector's Edition for games or any other limited editions, the stock is usually not guaranteed as these are very limited to quantity. Additionally, these editions are prone to stock cuts and it is dependent on the quantity that we are able to get.

If you have ordered such an edition, we would notify you via email if your order has been affected by a stock cut. A full refund of your deposit will then be returned to you.