At Bro Depot, we are dedicated to making the pre-order process smooth and transparent. Please read the policies below, which cover shipping, returns, price matching, and order cancellations.
Shipping Policy
1. Pre-Order Process and Payment
- Placing a Pre-Order: Once you place a pre-order, you’ll receive a confirmation email with a receipt for either a deposit or the full payment.
- Deposits and Full Payments:
- Deposits: Upon placing a deposit, you’ll receive an email receipt. As the release date approaches and the item arrives in our warehouse, you’ll be prompted to complete the remaining balance before shipping.
- Full Payments: If you pay in full, we will ship the item as soon as it becomes available.
2. Shipping Process for Pre-Orders
- Arrival Notification for Deposits: When the pre-ordered item arrives in our warehouse (e.g., April 2025), we will email customers who placed a deposit, requesting the remaining balance. Upon payment, the item will be shipped.
- Automatic Shipment for Full Payments: Orders paid in full will automatically proceed to shipment upon arrival. We will upload the tracking number to your account, and you’ll receive an email with tracking details.
3. Shipping Options & Tracking
- Free Shipping: Available for customers in Canada, the United States, Malaysia, Thailand, and the Philippines. Eligible locations will automatically display free shipping at checkout.
- Custom Shipping Solutions: For other regions, if no shipping options are displayed at checkout, please click here to contact our customer support team for a custom shipping quote.
4. Tracking & Delivery
- Once your order is shipped, we’ll update the tracking number in your order history and notify you by email.
For questions about pre-orders or custom shipping, contact us at [email protected].
Return & Refund Policy
Due to the pre-order nature of our business, all sales are considered final. Please review our return policy below.
1. Final Sale Policy
- Pre-Order and In-Stock Items: All orders are final and non-cancelable. If, in certain specific cases, we allow cancellation, you will forfeit 20% of the total payment or deposit as a cancellation fee.
2. Damaged or Defective Items
- Reporting Damages: If your product arrives damaged or defective, please contact us within 24 hours of delivery at [email protected]. Include photos of the damaged product and packaging.
- Limited Availability of Replacements: Due to limited stock, replacements may not be available. Each case will be evaluated individually, and store credit may be offered when replacements aren’t possible.
- Return Shipping Costs: Return shipping costs are determined on a case-by-case basis. Typically, returns are not required under our final sale policy.
3. Special Cases
- Supplier Allocation Cuts: In rare cases where our supplier cancels or reduces our allocation, a full refund, including deposits, will be issued.
Price Match Guarantee
We strive to offer the best value for our customers. Due to the pre-order structure of our business, price matching is available under specific conditions, excluding large retailers and certain online marketplaces.
1. Eligibility for Price Matching
- Identical Product: The item must be identical in model, specifications, and unique details.
- In-Stock Pre-Order Verification: We will match the price if a competitor lists the item as “in stock” for pre-order and meets the following criteria:
- The competitor is a reputable, authorized retailer, excluding large retailers (see exclusions below).
- The competitor’s listing includes a confirmed release date within the same timeframe as ours.
- Exclusions: Price matches do not apply to discounts from coupons, VIP memberships, bundled offers, or clearance/promotional items.
2. Price Match Exclusions
Bro Depot does not offer price matches for items listed by the following retailers and online marketplaces due to high-volume competitive pricing:
- United States & Canada: Amazon, Walmart, Target, Costco, GameStop, Best Buy, Toys “R” Us (Canada), EB Games (Canada).
- Europe: Smyths Toys (UK/Ireland), Carrefour (France/Europe), Tesco (UK), FNAC (France/Spain/Portugal), El Corte Inglés (Spain), Galeries Lafayette (France), Müller (Germany), BOL.com (Netherlands/Belgium).
- Asia-Pacific: Alibaba/AliExpress (China), Rakuten (Japan), AEON (Japan/Asia), Big W (Australia), Myer (Australia), Toys “R” Us (Asia), 7-Eleven (Japan/Asia), FamilyMart (Japan/Asia).
- Global Online Marketplaces: eBay, Alibaba Group (Taobao, Tmall), Wish.
- Latin America & Other Regions: Jumbo (Greece/Europe), Falabella (Chile/Peru), MercadoLibre (Latin America).
3. Price Match Process
- Approved price matches will receive store credit equal to the price difference. Price match requests must be submitted at least 14 days before the item’s release date.
4. Requesting a Price Match
- Contact us at [email protected] or message us here with proof of the competitor’s price, including applicable tax details. Requests must be submitted within 48 hours of purchase or the announcement of the price drop.
5. Customer Satisfaction Commitment
- If we’re unable to match a competitor’s pre-order price, we may offer exclusive store credit or discounts to ensure a positive shopping experience.