Pre-Orders
Level Up Games offers pre-orders on select upcoming releases, including Pokémon TCG products, other trading card games, and video games and consoles. Pre-ordering allows you to secure items before they release, with shipping or in-store pickup available once we receive stock. Pre-orders are typically offered online, though some pre-orders may be available for in-store pickup only.
How Pre-Orders Work
Placing a Pre-Order
Pre-orders are available on select items listed on our website.
Full payment is required at the time of pre-order. We do not accept deposits or partial payments.
Your price is locked in at the time of pre-order. If the price increases before release, you will still pay the price you originally ordered at. If the manufacturer's MSRP drops before release, we will adjust your order and refund the difference.
Sales tax is charged on all pre-orders at the time of purchase, calculated based on your shipping or billing address.
Store credit and discount codes can be applied toward pre-orders.
Pre-order items will be shipped or made available for pickup once we receive them from the manufacturer or distributor.
Pre-order items typically ship a couple of days before or on the official release date. Release-date delivery is not guaranteed and depends on shipping carrier timelines.
Release dates are determined by manufacturers and may be subject to delays outside of our control.
If a release is delayed by more than 60 days from the date listed when you pre-ordered, you may cancel for a full refund.
You will receive a notification once your pre-order has shipped or is ready for pickup.
Eligible pre-orders earn Poké Perks points when placed through your account.
Orders containing pre-order items will be held until the pre-order arrives. In-stock items in the same order will not ship separately. If you need in-stock items right away, place them as a separate order.
Items with multiple release dates must be ordered separately, or your entire order will be held until all items are in stock. We recommend placing a separate order for each release date if you want them shipped or available for pickup as soon as possible.
Fulfillment
If We Cannot Fulfill Your Pre-Order
We rely on manufacturers and authorized distributors to fulfill pre-orders. In rare cases, we may be unable to receive product due to circumstances outside of our control, including:
Manufacturer allocation cuts or supply shortages
Distributor stock issues or shipment delays
Product cancellation by the manufacturer
Changes in our distributor partnerships
If we are unable to fulfill your pre-order due to any of these circumstances, you will receive a full refund to your original payment method. We will notify you by email as soon as we are aware of any fulfillment issue affecting your order.
In the rare case of a partial allocation cut where we can fulfill some but not all pre-orders, orders are fulfilled on a first-come, first-served basis by order timestamp. Customers whose orders cannot be fulfilled will receive a full refund.
Purchase Limits
Pokémon Pre-Order Limits
Due to high demand and limited allocation from distributors, Pokémon pre-orders specifically are subject to per-customer purchase limits. These limits help ensure fair access for all customers. Pre-orders for other products such as card games or video games are not typically subject to limits.
Purchase limits are listed in each pre-order item's product description. Please review the limit before placing your order.
Attempts to bypass purchase limits — including placing multiple orders, using duplicate accounts, or any other method — will result in the cancellation of all pre-ordered items and possible exclusion from future pre-orders.
Changes & Cancellations
Pre-Order Changes & Cancellations
Changes and modifications to pre-orders — including shipping address updates, item swaps, or quantity changes — are handled on a case-by-case basis. Please contact us as soon as possible if you need to make a change.
Pre-order cancellations are also handled on a case-by-case basis. If you need to cancel a pre-order, please contact us as soon as possible. Cancellation requests made close to or after the release date may not be accommodated. Cancellations due to release delays of more than 60 days are always honored.
In-Store Pickup
Pickup Hold Time & Authorization
Pre-orders selected for in-store pickup will be held at the Level Up Games counter inside The Red Rocker for up to two weeks after we notify you that your order is ready. After that, we will reach out to confirm next steps.
Anyone can pick up your order on your behalf. If someone other than the person on the order will be picking it up, please contact us in advance to let us know who you are authorizing. They will need to provide their name and confirm the order details at pickup.
Shipping
Where We Ship
We ship pre-orders to standard shipping addresses within the United States. We do not ship to PO boxes. If you would prefer not to receive your pre-order by mail, please select in-store pickup at checkout.
Damaged Items
Shipping Damage
If your pre-order arrives damaged to the point of being unusable, contact us within 48 hours of delivery with photos of the packaging and the item. We handle all carrier insurance claims on our end — you do not need to deal with the post office or shipping carrier yourself.
For damaged sealed items, we will provide a replacement, refund, or partial refund depending on the situation and product availability.
All sales on opened TCG products are final. Factory variance, pull-rate complaints, and tears or imperfections in shrink wrap are not eligible for returns or refunds.
For full details on damaged items, including qualifying conditions and exclusions, see our Store Policies page.
Pre-Order FAQ
When will my pre-order ship?
Pre-orders typically ship a couple of days before or on the official release date, depending on when we receive the product from the manufacturer or distributor. Release-date delivery is not guaranteed and depends on shipping carrier timelines. You will receive a shipping notification with tracking information once your order is on its way.
Can I combine a pre-order with other items in one order?
Yes, but please be aware that in-stock items will not ship until the pre-order item is ready. Your entire order will be held and shipped together once the pre-order arrives. If you need in-stock items sooner, we recommend placing them as a separate order.
What if I pre-order multiple items with different release dates?
Items with different release dates must be ordered separately, or your entire order will be held until all items are in stock. We recommend placing a separate order for each release date.
What if a pre-order item is delayed?
Release dates are set by manufacturers and can change without notice. If a significant delay occurs, we will do our best to communicate any updates. Your pre-order will remain secured regardless of the delay.
Can I cancel if the release is delayed?
If a release date is pushed back by more than 60 days from the date listed when you originally pre-ordered, you may cancel for a full refund to your original payment method. Smaller delays do not automatically qualify for cancellation, but if you need to cancel for any reason please reach out and we will do our best to work with you.
What happens if the price drops before release?
If the manufacturer's MSRP drops between when you pre-ordered and when the item releases, we will automatically adjust your order and refund the difference to your original payment method. If the price goes up, your locked-in pre-order price stays the same.
Can I use store credit or a discount code on a pre-order?
Yes. Store credit and discount codes can both be applied toward pre-orders. Only one discount code may be used per order.
What happens if you can't get the product at all?
In the rare case that we are unable to fulfill a pre-order due to manufacturer or distributor issues, you will receive a full refund to your original payment method. We will reach out by email as soon as we are aware of any issue.
What if my pre-order arrives damaged?
Contact us within 48 hours of delivery with photos of the packaging and item. For sealed product damaged to the point of being unusable, we will provide a replacement, refund, or partial refund.
Tears or imperfections in shrink wrap are not considered damage. See our
Store Policies page for full details.
Can I pick up my pre-order in store?
Yes. If you selected in-store pickup at checkout, your pre-order will be held at the Level Up Games counter inside
The Red Rocker once it arrives. You will receive a notification when it is ready. Pickup orders are held for up to two weeks after notification.
Can someone else pick up my pre-order for me?
Yes. Anyone can pick up your order on your behalf, but you need to contact us in advance to let us know who you are authorizing. They will need to provide their name and confirm the order details at pickup.
Can I pre-order in person at the shop?
Pre-orders are typically offered online only. Occasionally, certain items may be available for in-store pre-order or in-store pickup only — these will be listed on the product page with the relevant details.
Do you ship pre-orders to PO boxes?
No, we do not ship to PO boxes. Please use a standard shipping address, or select in-store pickup at checkout.
Do pre-orders earn Poké Perks?
Yes. All eligible pre-orders placed through your account earn
Poké Perks points.
Backorders
Some items on our website may be available for backorder. This means the item is currently out of stock but we expect to receive new stock shortly. Placing a backorder secures the item for you so it ships or is ready for pickup as soon as it arrives.
What's the difference between a pre-order and a backorder? A pre-order is for an item that has not been released yet — you're securing one ahead of its initial release date. A backorder is for an item that has already been released and is temporarily out of stock — you're securing one until our next restock arrives.
How Backorders Work
The Backorder Process
1Place your order. Items marked as "Backorder" can be purchased like any other product on our website. Full payment is collected at checkout.
2We receive stock. Backorder items are typically restocked within one week. We work closely with our distributors to keep turnaround times as short as possible.
3Your order is fulfilled. Once the item is back in stock, it will be shipped to you or made available for in-store pickup — whichever you selected at checkout.
Expected restock time for backorder items is within one week. You will receive a notification once your order has shipped or is ready for pickup.
Fulfillment
If We Cannot Restock a Backorder
Backorders depend on manufacturer and distributor availability. While most backorders are fulfilled within one week, there are rare cases where we may be unable to restock an item due to:
Manufacturer discontinuation or supply shortages
Distributor stock issues or extended delays
Changes in our distributor partnerships
If we are unable to restock your backorder, you will receive a full refund to your original payment method. We will contact you by email as soon as we are aware of any fulfillment issue, and you may also choose an alternative item if you prefer.
In-Store Pickup
Pickup Hold Time & Authorization
Backorders selected for in-store pickup will be held at the Level Up Games counter inside The Red Rocker for up to two weeks after we notify you that your order is ready. After that, we will reach out to confirm next steps.
Anyone can pick up your order on your behalf. If someone other than the person on the order will be picking it up, please contact us in advance to let us know who you are authorizing. They will need to provide their name and confirm the order details at pickup.
Shipping
Where We Ship
We ship backorders to standard shipping addresses within the United States. We do not ship to PO boxes. If you would prefer not to receive your order by mail, please select in-store pickup at checkout.
Damaged Items
Shipping Damage
If your backorder arrives damaged to the point of being unusable, contact us within 48 hours of delivery with photos of the packaging and the item. We handle all carrier insurance claims on our end.
For damaged sealed items, we will provide a replacement, refund, or partial refund depending on the situation and product availability.
All sales on opened TCG products are final. Factory variance, pull-rate complaints, and tears or imperfections in shrink wrap are not eligible for returns or refunds.
For full details on damaged items, see our Store Policies page.
Good to Know
Backorder Details
Backorder items are clearly marked on the product page so you know before purchasing.
Full payment is required at checkout, just like any other order.
Sales tax is charged on all backorders at the time of purchase.
Store credit and discount codes can be applied toward backorders.
Restock timelines are estimates and may vary based on distributor availability.
Orders containing backorder items will be held until the backorder arrives. If you need in-stock items right away, place them as a separate order.
If you'd like to be notified when an out-of-stock item returns without placing a backorder, look for the restock notification option on the product page.
All backorder purchases earn Poké Perks points when placed through your account.
Backorder FAQ
What's the difference between a pre-order and a backorder?
A pre-order is for an item that has not been released yet — you're securing one ahead of its initial release date. A backorder is for an item that has already been released and is temporarily out of stock — you're securing one until our next restock arrives.
How do I know if an item is a backorder?
Backorder items are labeled directly on the product page. If you see "Backorder" on an item, it means we are currently out of stock but expecting new inventory soon.
How long will I wait for a backorder item?
Most backorder items are restocked within one week. Once we receive the item, your order will be shipped or made ready for pickup right away.
Can I cancel a backorder?
Backorder cancellations are handled on a case-by-case basis. If you need to cancel, please contact us as soon as possible. Cancellations are not guaranteed, especially if the item has already been restocked or is in transit to us.
What if the item doesn't come back in stock?
In the rare event that we are unable to restock a backorder item due to manufacturer or distributor issues, we will reach out to you directly. You will receive a full refund to your original payment method, or you may choose an alternative item.
What if my backorder arrives damaged?
Contact us within 48 hours of delivery with photos of the packaging and item. For sealed product damaged to the point of being unusable, we will provide a replacement, refund, or partial refund.
Tears or imperfections in shrink wrap are not considered damage. See our
Store Policies page for full details.
Can I be notified when an out-of-stock item is restocked without placing a backorder?
Yes. If you don't want to commit to a backorder, look for the restock notification option on the product page. You'll be emailed when the item returns to stock.
Can I pick up my backorder in store?
Yes. If you selected in-store pickup at checkout, your backorder will be held at the Level Up Games counter inside
The Red Rocker once it arrives. Pickup orders are held for up to two weeks after notification.
Can someone else pick up my backorder for me?
Yes. Anyone can pick up your order on your behalf, but you need to contact us in advance to let us know who you are authorizing. They will need to provide their name and confirm the order details at pickup.
Do you ship backorders to PO boxes?
No, we do not ship to PO boxes. Please use a standard shipping address, or select in-store pickup at checkout.
Will my backorder ship with the rest of my order?
In-stock items will not ship until the backorder item is ready. Your entire order will be held and shipped together once the backorder arrives. If you need in-stock items sooner, we recommend placing them as a separate order.
