Detailed rules for dispatch, carriage, tracking and delivery of PRE-ORDER transactions
Operator: “PRE-ORDER Europe” EOOD
UIC/EIK: 208904127
Registered office: Arthur Residential Complex, Block C, Floor 3, Apartment C44, 8229 Sveti Vlas, Nessebar Municipality, Burgas District, Bulgaria
Website: https://pre-ordera.com
Contact: info@b2b-agency.cc
Important notice
This Shipping & Delivery Policy describes the logistics processes for Products independently sold by Sellers through PRE-ORDER, an innovative digital infrastructure for pre-orders. The Seller remains responsible for manufacturing, fulfilment and delivery under the Product Contract. PRE-ORDER may provide delivery quotations, logistics-partner integrations, tracking, communication and order-management tools; such activity does not automatically make PRE-ORDER the Seller or Carrier.
Because PRE-ORDER supports future collections, dispatch may depend on production completion, the Seller’s decision, B2B financially confirmed MOQ at collection, SKU/article and colour levels, the agreed payment milestones, quality control, customs and independent Carrier performance. Delivery is separately priced by the selected logistics company. Material delivery conditions must be made available before the Buyer becomes bound.
Nothing in this Policy reduces mandatory Consumer rights or mandatory transport, product-safety or payment protections. Where mandatory law gives a Buyer stronger rights, that law prevails.
1. Scope and relationship with other terms
1.1 This Shipping & Delivery Policy explains how dispatch, carriage, delivery, tracking, split shipments, customs, delivery delays, failed delivery and related logistics issues are handled for Pre-orders placed or managed through PRE-ORDER.
1.2 It applies together with the Terms of Service, Platform Terms, Buyer Agreement, Seller Agreement, Payment & Prepayment Policy, Refund & Cancellation Policy, the order summary, applicable Seller terms and any separately agreed B2B Collection Agreement or Product Contract.
1.3 If a transaction-specific order summary, quotation, purchase order, Incoterm or other negotiated B2B document contains more specific lawful delivery terms, those terms apply to that Product Contract. Mandatory Consumer law always prevails where applicable.
1.4 This Policy governs PRE-ORDER platform logistics workflows and general delivery rules. It does not make PRE-ORDER the carrier, freight forwarder, warehouse operator, importer or Seller of a Product unless a separate written agreement expressly states otherwise.
2. Definitions
“Business Buyer” means a Buyer acting for purposes related to a trade, business, craft or profession, including a wholesale buyer or retailer.
“Buyer” means a Consumer or Business Buyer that places or receives a Pre-order.
“Carrier” means an independent postal, courier, freight or logistics provider engaged by the Seller, Buyer or another authorised party to transport a Product.
“Consumer” means a natural person acting outside their trade, business, craft or profession.
“Dispatch” means the point at which a Seller hands a shipment to a Carrier or otherwise makes it available for the agreed transport process.
“Estimated Delivery Window” means the good-faith estimated dispatch or delivery period communicated for a Pre-order.
“Pre-order” means an order or request for a Product planned for future manufacture, launch or availability.
“Product Contract” means the contract for sale and purchase directly between the identified Seller and Buyer.
“Seller” means the independent brand, manufacturer or professional trader identified as the seller of the Product.
“Shipment” means one or more Products dispatched together under a single transport movement or tracking reference.
3. Roles and responsibilities
3.1 The Seller is responsible for manufacturing, quality control, lawful packaging and labelling, dispatch, arranging or authorising the selected Carrier, export documents, shipment information and fulfilment of the Product Contract, unless a negotiated B2B contract lawfully allocates particular tasks to the Business Buyer. A logistics integration or separate commercial agreement between PRE-ORDER and a Carrier does not of itself transfer the Seller’s fulfilment obligations.
3.2 The Buyer is responsible for providing complete and accurate contact and delivery details, selecting an available delivery option, paying any disclosed delivery charges and cooperating with lawful customs, identity or delivery requirements.
3.3 The Carrier performs transportation under its own service terms, operational conditions and regulatory obligations. Carrier service levels, scans, tracking events and delivery estimates may be outside PRE-ORDER’s direct control.
3.4 PRE-ORDER may have separate commercial agreements with logistics companies and may display shipping quotations, transmit shipment information, receive tracking events, notify parties of status changes, retain records and provide support. Such digital integration or coordination does not, by itself, make PRE-ORDER the Seller, Carrier, freight forwarder or insurer.
3.5 Where a Seller or Business Buyer uses a separately selected freight forwarder, warehouse, customs broker or logistics provider, that provider’s terms may apply in addition to this Policy and the Product Contract.
4. Delivery information before a binding order
4.1 Before a Consumer becomes bound, the listing, checkout or order flow must provide the delivery information required by applicable law, including available methods, the selected delivery charge or a lawful calculation basis, destination restrictions and the Estimated Delivery Window. Any mandatory delivery charge must be reflected in the Consumer’s final payable total before payment is confirmed.
4.2 For a Pre-order, the Buyer must be informed that manufacture may not yet have started and dispatch may depend on production timing, the Seller’s decision, payment status and any disclosed collection-wide, SKU/article or colour MOQ. For B2B, an unpaid Bag item is not a financially confirmed order for threshold purposes.
4.3 Delivery is a separate logistics charge calculated for the selected Carrier and route, rather than automatically part of the Seller’s base Product price. Where the amount cannot be reasonably calculated in advance, the calculation method and any legally permitted later charges must be disclosed; mandatory Consumer price-information rules still apply before the Consumer is bound.
4.4 For Business Buyers, the quotation, order summary, Collection Agreement or Product Contract should identify the named place, shipping route and method, selected logistics provider, freight and insurance allocation, customs responsibilities, required documents, applicable delivery stage and agreed Incoterm where relevant.
4.5 A Buyer should review delivery information before submitting a binding order and correct any obvious address, recipient or contact error.
5. Delivery methods, territories and carrier availability
5.1 PRE-ORDER is intended for users in the EU/EEA, Ukraine and other countries where the Platform and the relevant transaction are legally and technically available. A Seller may limit delivery territories for a particular collection or Product.
5.2 Delivery methods, logistics companies and their independent quotations available through an integrated PRE-ORDER flow may vary by Seller, Buyer, Product, destination, route, volume and weight, customs requirements and the logistical partner’s actual country and service coverage. A logistics option is available only where it has been enabled for the relevant route and transaction.
5.3 PRE-ORDER does not guarantee that a particular Carrier, service level, pickup location, delivery date or shipping option will remain available until the order is accepted and dispatch arrangements are confirmed.
5.4 A Seller may replace a Carrier or equivalent delivery service where reasonably necessary, provided the change does not materially reduce the Buyer’s contractual rights and any additional cost is handled lawfully.
5.5 Restricted destinations, sanctions rules, carrier embargoes, dangerous-goods restrictions or local import rules may prevent dispatch even where the Platform itself is accessible in that country.
6. Delivery address and recipient information
6.1 The Buyer must provide an accurate recipient name, telephone number, email address, country, city, address line, postal code and any additional delivery information reasonably required for the selected service.
6.2 The Buyer should promptly correct an address before dispatch through the available Platform or Seller support channel. A change after dispatch may not be possible and may require the Carrier’s approval or additional cost.
6.3 If inaccurate or incomplete Buyer information causes return, storage, re-routing or a second delivery attempt, the resulting reasonable cost may be charged to the Buyer where permitted by law and properly evidenced.
6.4 A Seller must not use an address provided for fulfilment for unrelated marketing unless there is a separate lawful basis.
6.5 Business Buyers are responsible for ensuring that the nominated warehouse, retail location, freight forwarder or customs representative is authorised to receive the shipment.
7. Estimated Delivery Windows and delivery dates
7.1 Because PRE-ORDER supports future collections and Pre-orders, an Estimated Delivery Window may include both a production period and a logistics period. It is an estimate unless the Seller expressly commits to a fixed delivery date or applicable law makes the date binding.
7.2 The Seller must set delivery estimates in good faith using information reasonably available about production capacity, materials, quality control, shipping route and Carrier service.
7.3 A Seller must update the Buyer without undue delay when it becomes aware of a material change to the Estimated Delivery Window.
7.4 PRE-ORDER may display an updated estimate based on Seller information or Carrier tracking. Displaying an estimate does not independently guarantee that the Product will arrive on that date.
7.5 Mandatory rights relating to delayed delivery remain unaffected. A Seller may not rely on an estimate to justify indefinite delay.
8. Production completion and readiness for dispatch
8.1 A Product may be dispatched only after the Seller determines that it is ready for fulfilment, any required quality or compliance checks are complete and applicable payment conditions have been satisfied.
8.2 Where production depends on MOQ, readiness for dispatch may depend on the Seller confirming fulfilment of collection-wide and relevant SKU/article- and colour-level thresholds using eligible financially confirmed orders, completing manufacturing and meeting the agreed payment milestones. The Seller makes the final production decision.
8.3 If the relevant collection-wide or individual production threshold is not achieved, or the Seller lawfully decides not to manufacture, dispatch does not occur and the applicable cancellation and payment-release or refund procedures apply to the affected orders or collection.
8.4 A status such as “in production”, “ready to ship” or similar is informational and reflects the latest recorded order state. The Seller remains responsible for the accuracy of status updates.
8.5 A Seller may not mark an order as dispatched merely to delay a cancellation, refund or other Buyer right.
9. Split and partial shipments
9.1 A collection or B2B order may support partial shipment where different Products, sizes, production batches or quantities become ready at different times.
9.2 Before using partial shipment for a Consumer order, the Seller must ensure that the arrangement is permitted by the Product Contract and applicable law and must disclose any material additional delivery charge.
9.3 For Business Buyers, quantities, shipment lots, acceptance criteria, freight allocation and payment stages may be managed per partial shipment where agreed. Under B2B Collection Agreement Model B, the remaining 70% is payable in agreed stages linked to partial deliveries; Model A uses its agreed due date or objective event, and Model C uses 100% initial prepayment. No shipping-status update alone changes the agreed payment trigger.
9.4 Each partial shipment may receive its own tracking reference, dispatch note, packing list or Carrier waybill. A legally required tax Invoice is issued by the Seller under its own numbering and applicable VAT rules and is not the same as a waybill, Platform order number or payment request. The order remains open until all required quantities are delivered, lawfully cancelled or otherwise resolved.
9.5 A delay affecting one partial shipment does not automatically cancel the remainder unless the Product Contract, mandatory law or the commercial purpose of the order requires that result.
10. Dispatch confirmation and tracking
10.1 When a shipment is dispatched, the Seller should update the order status and provide available tracking information through PRE-ORDER or another agreed durable channel.
10.2 Tracking may include Carrier name, tracking reference, dispatch date, shipment status and delivery event. Not all Carriers provide real-time or equally detailed tracking.
10.3 Carrier tracking data may be delayed, incomplete or corrected after the event. The absence of a scan does not necessarily mean that a shipment has not moved.
10.4 PRE-ORDER may transmit tracking events and push, in-app or email notifications. A notification is a convenience and does not replace the Seller’s obligation to fulfil the Product Contract.
10.5 The Buyer should promptly report a tracking status that appears materially inconsistent with actual delivery.
11. Delivery, handover and proof of fulfilment
11.1 Delivery occurs according to the Product Contract, selected service and applicable law. Depending on the service, handover may occur to the Buyer, a nominated recipient, a pickup point, parcel locker, warehouse, freight forwarder or other authorised location.
11.2 A Carrier may request identification, signature, access code or other reasonable proof before handover.
11.3 Delivery evidence may include Carrier scans, signature, photographic proof, geolocation event, pickup confirmation, warehouse receipt or other lawful record appropriate to the service.
11.4 Proof of delivery is evidence but is not conclusive where the Buyer provides credible contrary information. Delivery disputes must be investigated using the available Seller, Carrier and Platform records.
11.5 The Seller should retain fulfilment evidence for the period reasonably necessary for tax, warranty, chargeback, dispute and legal-compliance purposes.
12. Transfer of risk for Consumers
12.1 For a Consumer, risk of loss or damage generally passes only when the Consumer or a third party nominated by the Consumer, other than the Carrier, physically receives the goods, subject to mandatory law.
12.2 If the Consumer independently commissions a Carrier not offered by the Seller, mandatory law may provide a different risk-transfer rule.
12.3 A Seller may not contractually transfer delivery risk earlier than mandatory Consumer law permits.
12.4 If goods are lost or damaged before risk passes to the Consumer, the Seller remains responsible for the remedies required by the Product Contract and applicable law.
13. Business Buyer delivery terms and Incoterms
13.1 Business Buyer transactions may use negotiated delivery terms, freight arrangements and Incoterms. If an Incoterm is selected, the Product Contract should identify its applicable published version and named place, together with any agreed freight or insurance option.
13.2 The agreed B2B term may allocate carriage cost, insurance, export clearance, import clearance, risk transfer, customs and delivery documentation differently from Consumer transactions.
13.3 PRE-ORDER does not select an Incoterm for the parties and does not warrant that a selected term is commercially appropriate. Seller and Business Buyer are responsible for reviewing the negotiated allocation.
13.4 Where no specific B2B allocation is stated, applicable law and the Product Contract determine responsibility.
14. Cross-border shipping, customs and import charges
14.1 Cross-border shipments may require customs declarations, commodity codes, origin information, official Seller commercial or tax invoices, packing lists, transport documents, licences and other records. The Seller must provide accurate documentation within its legal and agreed responsibility. PRE-ORDER’s order identifier or tracking status is not the Seller’s official tax Invoice.
14.2 Import VAT, customs duties, brokerage, handling and other local charges may apply depending on the route, destination, Seller/Buyer circumstances and agreed delivery term. The Seller and the transaction terms must determine which party calculates, declares and pays each charge under applicable law; VAT cannot universally be calculated from the Buyer’s country alone.
14.3 The Buyer must provide lawful information reasonably required for import clearance and must not request undervaluation, false origin information or other customs misrepresentation.
14.4 Customs inspections and border procedures may delay delivery and are not fully controlled by PRE-ORDER, Seller or Carrier.
14.5 If a Product cannot lawfully be imported to the destination, the parties must follow cancellation, return or alternative-delivery remedies required by law and the Product Contract.
15. Delays after order acceptance
15.1 A Seller must notify the Buyer of a material production or shipping delay as soon as reasonably practicable and provide a revised estimate where possible.
15.2 For Consumers, where delivery does not occur within the agreed time or the period required by mandatory law, the Consumer may have the right to require delivery within an additional appropriate period and, if the Seller still fails, terminate the Product Contract and receive a refund.
15.3 Where the delivery date is essential and that was apparent or expressly agreed, mandatory law may permit termination without an additional period.
15.4 Business Buyer remedies for delay may be governed by the negotiated Product Contract, including agreed tolerances, liquidated damages, cover purchases or cancellation rights.
15.5 PRE-ORDER may assist with status communication and records but does not become responsible for the Seller’s delay merely because the Platform displays the order.
16. Failed delivery, refusal and unclaimed shipments
16.1 If a delivery attempt fails, the Carrier may make another attempt, redirect the parcel, hold it at a pickup location or return it according to the selected service.
16.2 The Buyer should follow reasonable Carrier instructions and collect a shipment within the available holding period.
16.3 If delivery fails because of an incorrect address, repeated Buyer absence, unjustified refusal or failure to complete lawful customs steps, the Seller may recover reasonable additional costs where permitted by law.
16.4 A Consumer does not lose mandatory cancellation or conformity rights merely because delivery failed; however, return and re-delivery costs may be allocated as allowed by law and the circumstances.
16.5 If a shipment is returned to the Seller, the Seller must determine whether to re-dispatch, cancel, refund or seek further instructions consistently with the Product Contract and applicable law.
17. Lost shipments
17.1 A Buyer should report a suspected lost shipment promptly after the Estimated Delivery Window or after tracking shows an unresolved exception.
17.2 The Seller is responsible for opening or coordinating a Carrier investigation where the Seller arranged the shipment.
17.3 A Consumer must not be required to bear the loss where risk had not yet passed under mandatory law.
17.4 For a Business Buyer, loss allocation depends on the Product Contract, agreed Incoterm and point of risk transfer.
17.5 If a shipment is confirmed lost, the Seller must provide the remedy required by law and the Product Contract, which may include replacement, re-performance or refund.
18. Damaged shipments
18.1 The Buyer should inspect outer packaging and Products within a reasonable period and report visible transport damage promptly. Prompt reporting assists evidence collection but does not remove statutory rights where a later claim is allowed.
18.2 The Buyer should retain packaging and provide photographs or other reasonable evidence when requested for a Carrier or Seller investigation.
18.3 The Seller remains responsible to a Consumer for conformity and delivery obligations even where the Seller seeks recovery from a Carrier.
18.4 Business Buyer inspection, notice periods and freight claims may be governed by negotiated terms and applicable commercial law.
18.5 PRE-ORDER may facilitate evidence exchange without becoming the carrier or insurer.
19. Missing, wrong or incomplete deliveries
19.1 If a shipment contains the wrong Product, wrong quantity, missing item or materially incorrect size or colour compared with the Product Contract, the Buyer should report the issue through the order or support channel.
19.2 The Seller must investigate using packing, inventory, shipment and communication records and provide the remedy required by law or contract.
19.3 Where an order is intentionally split into partial shipments, a quantity not yet dispatched is not “missing” if the split shipment was properly disclosed and remains within the applicable fulfilment schedule.
19.4 A Seller may request reasonable evidence but may not impose disproportionate conditions that make statutory remedies impracticable.
20. Seller fulfilment obligations
20.1 The Seller must use packaging suitable for the Product, expected route and delivery method and comply with applicable packaging, labelling, product-safety and transport rules.
20.2 The Seller must not knowingly dispatch counterfeit, unsafe, prohibited or materially non-conforming Products.
20.3 The Seller must provide accurate shipping data, maintain fulfilment evidence, respond to delivery issues and cooperate with Carrier claims, refunds, recalls and regulatory requests.
20.4 The Seller must ensure that any logistics partner receiving Buyer personal data is engaged and managed in accordance with applicable data-protection obligations.
20.5 Seller use of PRE-ORDER delivery tools does not transfer Seller responsibility for fulfilment to PRE-ORDER.
21. Buyer delivery obligations
21.1 The Buyer must provide accurate information, monitor material delivery communications, cooperate with reasonable verification or customs requests and avoid conduct intended to frustrate delivery.
21.2 The Buyer must not misuse tracking, falsely claim non-delivery, alter delivery evidence or use a delivery dispute to obtain an improper refund or chargeback.
21.3 The Buyer should protect access codes and pickup credentials and notify support of suspected unauthorised access.
21.4 A Business Buyer must ensure that its receiving location can accept the shipment, including any pallet, loading, appointment or warehouse requirements stated in the Product Contract.
22. PRE-ORDER’s logistics role
22.1 PRE-ORDER may provide status updates, messaging, document storage, notifications, Carrier quotations and logistics integrations as digital tools, including through separately contracted logistics partners. A separate logistics service or referral payment to PRE-ORDER may be agreed with a logistics partner; any charges passed to a Buyer must be transparently disclosed and lawful.
22.2 PRE-ORDER does not guarantee manufacturing completion, Carrier performance, customs clearance or a particular delivery date and does not insure a shipment unless expressly stated in a separate written arrangement.
22.3 PRE-ORDER may correct an obvious status error or reconcile a Platform status with authoritative Seller or Carrier data.
22.4 PRE-ORDER may restrict a transaction or shipment where reasonably necessary for product safety, sanctions, fraud, legal compliance or cybersecurity, without becoming the Seller.
22.5 Nothing in this section excludes liability that PRE-ORDER cannot lawfully exclude for its own acts or omissions.
23. Relationship with cancellation, returns and refunds
23.1 Cancellation before dispatch is governed primarily by the Refund & Cancellation Policy, Buyer Agreement, Seller terms and applicable law.
23.2 A shipment already dispatched may still be subject to Consumer withdrawal, non-conformity remedies or agreed B2B return rights.
23.3 If a Seller cancels because it cannot produce or dispatch, any required refund must be processed under the Payment & Prepayment Policy and Refund & Cancellation Policy.
23.4 Shipping charges and return shipping costs are refunded, retained or reallocated only as permitted by applicable law and the Product Contract.
23.5 A Carrier claim and a Buyer refund are separate processes. The Seller may not improperly delay a mandatory Buyer remedy solely because its Carrier reimbursement is pending.
24. Product safety, recalls and delivery holds
24.1 If a Product is suspected to be unsafe, illegal or subject to a recall, the Seller and PRE-ORDER may pause dispatch, intercept a shipment where feasible, notify affected Buyers and cooperate with competent authorities.
24.2 The Seller remains responsible for legally required corrective action, recall, replacement, refund and regulatory communication attributable to its Product.
24.3 A delivery hold for safety or legal compliance is not a guarantee that a Product is unsafe; it may be a precaution while information is verified.
24.4 Buyers must follow reasonable safety or return instructions issued for a recalled Product.
25. Force majeure and logistics disruption
25.1 Production and delivery may be affected by events outside reasonable control, including severe weather, natural disaster, war, civil disturbance, epidemic, border closure, transport interruption, labour action, carrier failure, infrastructure outage, cyber incident or government measure.
25.2 The affected party must take reasonable steps to limit impact and resume performance where practicable.
25.3 Force majeure does not automatically extinguish mandatory Consumer rights or permit indefinite retention of money where the Product Contract cannot be performed.
25.4 The Seller should provide meaningful updates where a disruption materially affects fulfilment.
26. Personal data used for delivery
26.1 Delivery may require sharing the Buyer’s name, address, telephone number, email, order reference and other necessary logistics information with the Seller, Carrier, customs broker, fulfilment partner or other authorised provider.
26.2 Personal data must be limited to what is reasonably necessary for fulfilment, support, security, fraud prevention, customs and legal compliance.
26.3 PRE-ORDER processes personal data under its Privacy Policy. A Seller and Carrier may separately act as controllers or processors for their own legally defined purposes and must provide any required privacy information.
26.4 Buyers should not place unnecessary sensitive personal data in delivery instructions or messages.
27. Complaints and support
27.1 Product delivery complaints should first be submitted to the Seller through the order or messaging channel, with PRE-ORDER support where available.
27.2 For PRE-ORDER support, contact info@b2b-agency.cc and include the order number, Seller, tracking reference, delivery issue and concise supporting information. Do not send payment-card security codes or unnecessary identity documents by ordinary email.
27.3 PRE-ORDER may request information from the Seller or Carrier, preserve relevant Platform records and facilitate communication, but does not replace courts, regulators or mandatory dispute-resolution mechanisms.
27.4 A safety issue should be reported immediately and clearly identified as such.
28. Changes, language and general provisions
28.1 PRE-ORDER may update this Policy to reflect legal, regulatory, logistics, security, Carrier or Platform changes. Material changes will be communicated in a legally adequate form and will not retroactively reduce accrued mandatory rights.
28.2 If a provision is invalid or unenforceable, it will be limited to the minimum necessary and the remainder continues in effect.
28.3 The English version governs to the extent permitted by law. Mandatory local-language and Consumer interpretation rules remain unaffected.
28.4 Nothing in this Policy limits any non-waivable right or remedy under applicable Consumer, product-safety, transport or other law.
28.5 This Policy, insofar as it governs PRE-ORDER’s own Platform services, is governed by Bulgarian law. This choice of law does not restrict any mandatory Consumer, transport, product-safety or jurisdiction rights that apply under applicable law.
Schedule 1. Minimum delivery information for a binding Pre-order
- Seller identity and delivery contact.
- Delivery destination and any territorial restriction.
- Available shipping method and any material delivery charge.
- Estimated dispatch or delivery window.
- Whether the order may be split into partial shipments.
- Any production threshold or condition affecting dispatch.
- Who is responsible for customs, import VAT, duties and brokerage where relevant.
- Tracking method where available.
- Principal rules for delay, failed delivery, cancellation, returns and refunds.
- For negotiated B2B transactions: agreed Incoterm, named place, freight allocation and required logistics documents where applicable.
Schedule 2. Illustrative PRE-ORDER logistics status flow
- Pre-order submitted → B2B initial payment confirmed by the licensed provider, or B2C full payment recorded; unpaid Bag activity is tracked separately.
- Seller acceptance and required collection/SKU/colour MOQ review → production decision recorded; production pending or in progress if approved.
- Production completed → quality/compliance checks completed where applicable.
- Ready to ship → shipment prepared.
- Shipped → Carrier and tracking data added where available.
- In transit → Carrier events displayed.
- Out for delivery / ready for pickup → recipient notified where supported.
- Delivered / collected → delivery evidence recorded.
- Exception → delayed, customs hold, failed attempt, damaged, lost or returned; support workflow opened as needed.
- Completed → open delivery issues resolved and required records retained.