This week Mattel sent out the following FAQ update on Castle Grayskull:
Castle Grayskull Update
We’ve heard your confusion around the Castle Grayskull pre-order and do apologize. Here’s a complete Q & A update as of today, 11/26/13.
Q. When will my Castle Grayskull ship?
A. The castles have started to arrive at the Digital River warehouse! To ensure your castle gets to you in the best possible condition, we’ve ordered custom, heavy-duty packing materials and the castles are being packed into these special boxes together with the collection checklist posters as you read this. They’ll begin shipping in the middle of next week and will ship through the middle of January.
Q. How do I know if my order is okay?
A. If your card has successfully been pre-authorized, that means your order is all set and you don’t need to do a thing. Pre-authorization is just to check that your card is still valid and funds are available. You’ll get an email notice when your castle ships and your card will be charged at that time.
Q. What if I don’t get a notice that my castle has shipped even though the pre-authorization was successful?
A. If you don’t get a shipment notice by 1/15/14, please call Customer Service at 1-877-GO-MATTY and they’ll make sure you get yours. (But please don’t call before then – Customer Service doesn’t have a way to know when individual orders will ship.)
Q. I got an email cancelling my order. What do I do?
A. If you received an email advising you that your order was cancelled, that means your credit card didn’t pass the pre-authorization process (this happens for a variety of reasons like an address change, the card expired, funds weren’t available, etc.). Please rest assured that your castle is still waiting for you! If you haven’t yet, please call Customer Service at 1-877-GO-MATTY before end of day on Thursday 12/5/13. They’ll “reinstate” your order, which means they cancel your current order and place a new order with your new credit card information. And if your original order entitled you to the collection checklist poster, you’ll still receive the poster.
Q. I called Customer Service to change my credit card information (earlier in the year) but it didn’t get updated. Now what?
A. We identified an issue in the process for reinstatements that affected a small percentage of customers. We sincerely apologize for this inconvenience.It’s been addressed and shouldn’t happen again. If you’re still concerned, please call Customer Service at 1-877-GO-MATTY to ensure the current card is charged. One quick phone call will resolve.
Q. I pre-ordered in 2012. My shipping charges are higher than I was quoted in 2012. Why?
A. In January 2013, shipping costs for some methods went up and some went down (this is controlled by the shippers, not Digital River or Mattel). If you placed a pre-order in 2012 and your pre-authorization DIDN’T process, you hopefully called Customer Service to reinstate your order. When you called Customer Service to reinstate your order, the original order was cancelled and a new one was placed, as explained above. The new order is automatically calculated with 2013 shipping rates. If the shipping cost for your new order is higher than it was in 2012, please call Customer Service AFTER your order ships and we’ll refund the difference. You need to wait until after the order ships to receive a refund because your card won’t actually be charged until then. Please note that this only applies to orders that were placed in 2012. If you placed your pre-order in 2013, please read on…
Q. I pre-ordered when Castle Grayskull was available in February/March 2013. What about my shipping charges?
A. Your shipping charges are correct. The change in shipping rates took place in January (again, some methods went up and some went down) and your order already reflects the 2013 shipping rates.
Q. I didn’t pre-order a castle and now I want one. What can I do?
A. We’ll have a limited number of castles available during Early Access for subscribers 12/12 at 8 a.m. PT through 12/13 at 8 a.m. PT, subject to Early Access sellout. If any remain, they’ll be available to the general public on Monday 12/16 at 9 a.m. PT. If you’re not signed up for email and you’d like a reminder, please click here: http://ow.ly/rcZqk
Hopefully this answers all your questions. We’ll be on the lookout for additional questions and answer them as quickly as possible via our Fan Forums. We honestly can’t wait for you to get your Castle Grayskull. They came out better than we could have imagined and we know you’re going to love them!
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