Pre-Order Policy

PRE-ORDER POLICY

We offer pre-orders on a regular basis to ensure we are able to meet our customers' collecting needs. All items that are on order with our distributors and "coming soon" to our facility are listed under the "Coming Soon (Pre-Orders)" page of our website. All items will have the word "PRE-ORDER" in front of their titles if they are a pre-order, meaning they are not currently available to ship and will be expected to ship around the date listed in bold, red letters in the item's description. These dates are estimations given to us by the distributor and are subject to change at any time for any reason. We have no control over this, and a delivery date change by a distributor is not a valid reason for order cancellation.

*As of October 2025, several items on our website listed as pre-order have estimated release dates that have already passed, but we have not received the items. We have not been informed of any cancellations, so we still expect to receive everything as normal, but we do not know when that will be. Orders including these items are being monitored, but you are welcome to email or call us directly with any questions, or if you wish to cancel a pre-order and receive a refund. We are here to help!

If you place an order that contains both in-stock and pre-order items, your order will not ship until all items are available. If you wish to receive the in-stock items sooner, we encourage you to place a separate order without pre-order items.

You will receive a shipping notification (to the email you provided when you placed the order) once we print the shipping label. At that point, your package waits to be picked up by the mail carrier you selected at checkout (USPS, UPS, etc.) the following business day. At that point, delivery is then the responsibility of the mail carrier, but we are always happy to answer questions, address concerns, provide tracking numbers, etc. if you reach out to us.

We understand that waiting on a pre-order can be tedious, but since our website indicates what is and is not a pre-order and many items are ordered due to specific customer requests, all pre-orders are considered non-cancellable, and any inquiries will be decided at the discretion of management on a case-by-case basis. Please email utopiatmsocials@gmail.com or destiny@utopiatmknox.com for further assistance. If a cancellation request is approved, you will receive a confirmation email from us and can likely expect a refund within a week (we will refund immediately on our end, but we have no control over your bank's processing times).