Purple Dot Pre-Order FAQs

What is Purple Dot?

Purple Dot is a leading technology provider to help make pre-order experiences operationally smooth, and trusted by our customers like you. They help ensure you are always up to date about your pre-order and offer a self-serve portal for you to do things like change your shipping address or amend your pre-order. Purple Dot also guarantees your pre-order will ship, or your money back: offering that extra assurance and trust that your money is always kept safe until we are ready to ship!

How is a pre-order different from a regular order?

When you place a normal order, payment is processed immediately, and your item is shipped as soon as it’s available. With a pre-order, payment is typically charged 1-2 days before the item ships. This allows you to reserve your item in advance before it becomes available, ensuring you receive it as soon as it’s released.

What do I need to provide when I make a pre-order?

You will need to provide your email, shipping address and card details, as you would during a normal checkout process. All communications will be sent to your email address, including your unique pre-order reference number, any updates to shipping dates, and details to access our self-serve portal to check or amend your pre-order anytime before it ships.

Can I use a discount code on pre-orders?

Yes, select discount codes can be used on pre-orders. Discount codes must be entered at the time of purchase, as we are unable to apply them retroactively once your pre-order is placed

Can I add in-stock items to my pre-order?

No, pre-order items must be purchased separately from in-stock items.

Can I gift a pre-order?

Yes, you can absolutely gift a pre-order! When placing the pre-order, simply enter the recipient’s shipping address at checkout. This way, your gift will be sent directly to them once it ships.

What are my payment options with pre-orders via Purple Dot?

Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.

You may also use a tonies® Digital Gift Card as a supplementary payment method. Note that any amount charged to a Gift Card will be charged immediately. If your order amount exceeds the Gift Card balance, the remaining balance will be charged when your order is ready to ship. If your Gift Card balance exceeds your order amount, your primary payment method will not be charged when your order is ready to ship.

Store credit may not be used on pre-orders at this time.

Can I use my Shop Pay payment method during pre-order checkout?

At this time, you are not able to use a payment method saved in Shop Pay to purchase the pre-order.

Does my pre-order guarantee receiving the product? Will I receive the exact products advertised?

Pre-ordering guarantees your spot to receive the product. You will receive the exact items you ordered as advertised. If there are any changes or updates, we will communicate them promptly to keep you informed.

I’m having issues placing a pre-order. How can I get support?

Please contact our Customer Happiness team here with any pre-order issues.

Will I be charged shipping and sales tax for my pre-order?

Pre-orders under $45 will be subject to our standard shipping rate, while pre-orders with a total of $45 or more qualify for free shipping.

Sales tax is also charged at the standard rates and will be displayed in checkout.

Can pre-orders ship outside the United States?

Unfortunately, we are unable to ship pre-orders outside the United States at this time. Additionally, we cannot ship to military and diplomatic addresses, including APO, FPO, and DPO locations.

What date will my pre-order ship? Will I be notified when it ships?

Your pre-order’s expected shipping dates are provided during checkout, in your pre-order confirmation email, and can be viewed anytime in the self-serve portal. If shipping is delayed for any reason, you will be notified via email.

Once the pre-order product is available and your payment method has been charged, you will receive a notification that your pre-order is ready to ship. Within 1-2 days, your order will ship and you will receive a shipping confirmation email.

Will I know if the shipping date changes for my pre-order?

Yes! Purple Dot will trigger an automatic email in the event of a shipping date change. You can also check the estimated shipping date via the self-serve portal anytime.

Can I cancel my pre-order before it ships?

Yes, pre-orders can be cancelled free of charge before they are shipped. To cancel, visit our self-serve portal and click ‘cancel’ or submit a support request.

How can I see updates about my pre-order?

You can view up-to-date information on your order by logging into our self-serve portal.

What happens to my money while I wait for my pre-order?

Purple Dot keeps your money safe and available for a full refund anytime before you pre-order ships. This guarantees that your pre-order will ship or your money back: keeping you in full control if you change your mind. 

Can I change my shipping address or payment method?

Yes! Log in to your pre-order self-serve portal here to update your shipping or payment details.

Can I change my email address?

Yes! Please submit a support request with your updated email address, and a Customer Happiness team member will get this updated for you. You will then receive an updated pre-order confirmation email.

What happens if I cancel my pre-order?

Pre-orders can be cancelled free of charge before they are shipped. To cancel, visit our self-serve portal and click ‘cancel’ or submit a support request. If you used a tonies® Digital Gift Card as a payment method, your gift card will be refunded immediately upon canceling your pre-order.

Is my payment information safe?

Payment information is processed securely by Stripe. No card details are transferred to or held by tonies® or Purple Dot. All transactions take place via connections secured with the latest industry-standard security protocols. 

When am I charged?

You are charged for your pre-order when it is ready to ship.

Your pre-order’s expected shipping dates are provided during checkout, in your pre-order confirmation email, and can be viewed anytime in the self-serve portal. If shipping is delayed for any reason, you will be notified via email.

What if my card expires before I’m charged?

If your card cannot be charged when your order is ready to ship, you will receive an email notification from which you can update your payment method. You have 7 days from the original charge date to update your payment information before your order is automatically canceled. Once your payment method has been updated, your order will be ready to ship!

Can I return pre-orders?

Yes, pre-orders can be returned and are subject to our regular return policies. Please review our support article on returns here.

When will I be refunded?

Refunds are issued to the debit or credit card used at checkout and will be processed within 3-5 business days, depending on your bank. Shipping charges are not eligible for refunds. Please review our support article on refunds here.

To offer you Purple Dot pre-orders, we pass Purple Dot certain aspects of your personal information, such as contact and order details. You can find general information about Purple Dot here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Purple Dot's privacy policy.