Purple Dot Pre-Order

Purple Dot is our trusted pre-order partner that helps us provide a great pre-order experience. With Purple Dot, you will be kept in the loop the whole time until we are ready to ship your pre-order.

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!

Pre-orders are available for select products on Balsam Hill. If a product is eligible for pre-order, this will be indicated on the product page.

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

You will need to provide your email, shipping address and card details that will be charged for your pre-order just like a normal online 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.

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

Purple Dot accepts all major credit cards (Visa, Mastercard, American Express, Discover), as well as Google Pay, and Apple Pay (on compatible iOS devices).

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.

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 up on the estimated shipping date via the self-serve portal here anytime.

Can I change my shipping address?

Yes! Login to your pre-order self-serve portal here to update your shipping details. You will then receive an updated pre-order confirmation email.

Can I change my email?

Yes! Please contact us with your updated email address, and a customer service 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?

You can cancel at any time here before your pre-order ships.

You will receive an email confirming the refund. Refunds are typically completed within 10 business days, with some processing quicker depending on your bank.

Is my payment information safe?

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

I have asked for a refund. How will I be refunded?

Refunds are issued to the debit or credit card used at checkout and will be processed within 10 business days, depending on your bank.