Pre-order & Back-order
Last updated: 27/03/2026
1. About
A pre-order allows you to reserve an item that is temporarily out of stock or a newly launched product that has not yet arrived. For pre-order items, we provide an estimated dispatch timeframe on the product page or during the checkout process.
When your pre-ordered item(s) arrive at our Auckland warehouse, we will notify you by email or phone that they are ready for pickup or delivery.
When you place a pre-order, your original purchase price is locked in, even if prices change later. Full payment is required at the time of purchase.
2. Split Orders
If your order contains both in-stock and pre-order items, you have two delivery options:
Single Delivery (Default): Wait to receive all items in one shipment, with only one delivery fee applied.
Split Delivery: Receive in-stock items first and pre-order items later.
Note: Split deliveries may incur additional shipping fees if the original shipping fee does not cover multiple shipments. Customers must contact our team to arrange this before proceeding.
3. Pre-order Timeframe
We receive new shipments at our Auckland warehouse. Please refer to the ETA (Estimated Time of Arrival) on the product page, at checkout, or in your confirmation email.
Important: The ETA shown on the website refers to when the stock is expected to arrive at our Auckland warehouse, not when it will be delivered to you. You will be notified by email or phone once the items are ready for pickup or delivery.
4. Cancelling a Pre-order
If you decide not to proceed with a pre-order, you may cancel by contacting us via:
- Phone: 09-416-0005
- Email: support@proferlo.co.nz
Refunds will be processed to your original payment method.
5. Cancellation Fees
Cancelling a pre-order requires time and resources. The following fees apply:
- 100% refund (no restocking fee): Cancellation within 7 days of purchase.
- 80% refund (20% restocking fee): Cancellation after 7 days but within 30 days of purchase.
- 100% refund (no restocking fee): If the ETA is delayed by more than 2 weeks.
Please note: No cancellations will be accepted after 30 days. Choose products carefully before purchasing.
6. Important Notes on Pre-orders
While we aim for timely delivery, delays may occur due to factors outside our control, including customs inspections and adverse weather conditions. If delays arise, we will notify you by email with updated delivery dates.
If an item becomes unavailable, discontinued, or significantly delayed, we will offer alternatives. If these are not suitable, you may cancel the order and receive a full refund for the affected items.
7. Backorder Policy
Some items may be available for backorder if they are not part of our regular product range sold in New Zealand. Backordered products are specially ordered from our overseas factory to fulfil your specific order.
By placing a backorder, you acknowledge and agree that:
- Backorders are non-refundable and cannot be cancelled once confirmed, as the items are specially produced and shipped from our factory in China specifically for you.
- Estimated lead times will be provided at purchase. These are approximate and may be affected by production, shipping, customs, or other delays outside our control.
- Full payment is required at the time of placing a backorder to secure the item.
- Once the product arrives in New Zealand, standard delivery or pickup arrangements will apply.
If you have any questions about availability or lead times before placing a backorder, please contact our team, and we will be happy to assist.
