I was just as shocked as you when I first heard about it. Apparently, it was in the FAQ either when they reopened under the new website, or just shortly after. I still like their customer service, they're good people, and I have no complaints against them, but the company has changed a lot since the last website update. They changed their FAQ and everything. Ever since then, they've become very slow and unreliable in terms of product availability. (Especially pre-orders...) I would like to see them return to their original form. They were the ones to beat... Now? Well... =\ EDIT: Aha! They modified it. Here's what it says, now: So, if they ever ask you to pony up, you know you're one of those "abusers". No thanks, I'm not pre-paying for the privilege of being among the last to get something. lol no. Also, this part basically confirms it's not first-come, first-serve: No, sorry. This is how it works: I'm first in line, I'm first to get my order fulfilled. PERIOD. Don't shuffle the board around because you're trying to be the Netflix of toy pre-orders. (Netflix was known for pushing established subscribers to the back of the queue so new subscribers could get discs via mail, first, so they would have a reason to stay subscribed rather than fight the old subscribers for new releases. That makes sense there, not here.) And then this part, which makes no sense, but proves they're trying to punish pre-order people if the need arises... If I can't pay for a pre-order in advance, why is someone else being forced to because they canceled x amount of pre-orders? Yeah, not a big fan of this system. I get it, they have to protect themselves, but this sucks.