The following information was posted by Cryptic here. We have re-posted the information for users so there is a bunch of comprehensive information all in one location.
Q: Where can I pre-order?
A: Our pre-order partners can be found on our retail page.
Q: What about the EU/UK? What about the collector’s edition there?
A: Namco/Bandai is handling distribution in the United Kingdom and EU. EU retailers will offer both a Gold and Silver version of Star Trek Online whose contents differ from the North American Collector's Edition. Specific details are included on our retailer page.
Q: How does the pre-order work? How do I get into Open Beta and the Head Start?
A: When you purchase the preorder, you’ll receive a Key that works for Open Beta and Head Start. Keys will either be e-mailed to you or given to you at the store. Each retailer is sending out keys at different times so check with them about timing.
Q: What happens if I don't receive my key?
A: It's really up to the retailer to provide you with a key for your pre-order. We'll try to help as we can, but they should always be your first contact.
Q: Will I receive my retailer exclusives during the Head Start?
A: No. The exclusives are tied to the retail product, not to the preorder key. In other words, you’ll need to purchase the full version of the game and input that key.
Q: Do the exclusive items stack? Can I get more than one thing?
A: Yes, different items stack. So if someone purchased multiple copies of the game from various retailers, he would receive all those items for EACH character created. Included playtime will still stack as well. However, the same bonus does not stack. So if someone purchases from Wal Mart twice, he cannot get two 500 point skill bonuses for the same character. (Each character will get one).
Q: If I purchase the game in order to get the retailer exclusive, can I give the code to someone else?
A: No. You only receive the retailer exclusive once you redeem the retail code. Once you’ve done that, the code cannot be used again.
Q: Will the exclusives be offered as a microtransaction?
A: Not at launch, but somewhere down the road we may offer to let people purchases these if they did not pre-order.
Q: When is the Head Start? When is Open Beta?
A: Open Beta is 1/12/10 – 1/26/10. Head Start is 1/29/10-2/2/10.
Q: If I purchase the Digital Deluxe Item from Steam, D2D, etc. will I also receive their retailer exclusives?
Q: If I preorder the game, but don’t pick up the retail game, will I be stopped from playing past the Head Start?
A: Not right away. We will have a grace period of several days to give everyone the opportunity to pick up the retail copy of the game.
Q: How do I get my items?
A: After you’ve entered your retail keys(s) and create a character, you’ll enter your first map and immediately see a pop up screen. This will notify you of the item(s) available for you in our C-Store, online microtransaction store. You’ll be able to collect these items for free at any time and they’ll be applied to that particular character.
Q: When do I get my pre-order code?
A: If you’ve purchased at one of these stores and have not received a pre-order key, the retailers should provide you your pre-order key by:
- Target – 01.08.09
- Best Buy – 11.2.09
- Hastings – 01.08.10
- Amazon – 01.08.10
Q: Can I order Star Trek Online through Amazon if I am in Canada?
A: Absolutely. However, Canadian customers cannot order Star Trek Online through Amazon.ca. They must order through Amazon.com.
Q: I purchased my game from Gamestop. When do I receive my preorder code to get into Open Beta and the Head Start?
A: Right now, we're assured the codes will be delivered the week of January 5.
Q: What about Canadian retailers and their exclusives?
A: EB/Gamestop is the only retailer participating in our exclusives program. EB/Gamestop receives the same bonus as in the U.S., namely a Constitution class cruiser.
Q: How do I get the exclusive costume pieces and the Joined Trill?
A: Once you’ve added your retail key to your account, the costume pieces and Trill are unlocked for you during character creation.
Q: How much game time is included with the copy of the game?
A: Thirty days of game time is included with each retail copy of Star Trek Online. This stacks, so if you purchase three copies of the game, you will get 90 days of game time, as well as all the pre-order bonuses.
Q: If a player creates a character during headstart, then enters his retail key at launch (which opens up the exclusives), do pre-existing characters receive the exclusive items and costumes?
A: Yes, except for the Joined Trill.
Q: Do I get my retailer bonus if I purchase a Collector's Edition instead of a standard edition of STO from the same retailer?
A: Absolutely. Anything sold by a retailer includes its retail bonus... i.e. Any STO product sold by GameStop includes the Constitution class ship, be that product Digital, Digital Deluxe, Box Standard, or Box Collector's Edition.
Q: Can I "install" my exclusive Trill symbiote after I create a different character?
A: No. Trill is a species option players can choose during character creation, not a symbiote they can implant into an existing character after character creation.
Q: Where do I get the Type-8 Shuttlecraft!?!
A: You can get it though the Del Taco Promotion (Codes on the mugs)
For pre-order support, please email: firstname.lastname@example.org.