Managing preorders effectively requires well-defined policies that protect your business while keeping your customers happy.

Below you'll find tailored Shopify preorder policy templates we've researched and updated for 2025 - suitable for the US, EU, and AU markets. They'll serve as a foundation for how you handle customer expectations, payments, shipping, and returns for preorder items.

Before you begin

If you're new to running pre-orders and partial deposits on your Shopify store, we suggest you read our other article first - How to Create a Shopify Preorder Policy to Set Clear Customer Expectations. We also have several short YouTube videos guiding you on how to run preorders on Shopify.

Depending on whether you have enabled Shopify's latest features on your store, your customers may not be able to use our app's features such as self initiate preorder cancellation and refund through their new customer accounts.

Please note that this preorder policy template is intended for informational purposes only and does not constitute official legal advice. We recommend consulting with a legal professional to ensure compliance with applicable laws and regulations.

What are the key differences between the Shopify’s Pre-order Policies for each region?

The Regulatory Compliance, Cancellation and Refund Rights remain largely the same between these regions. Generally, the consumer protection laws are less stringent in the US compared to EU and AU.

The key differences are mostly around the Return Policies and what's required for Customer Communication:

Return Policies:

• US: Return policies for preorder items can be more flexible, depending on the Shopify merchant's discretion.
• EU: Preorder items follow the same return rights as regular items, requiring merchants to accept returns within a specified timeframe if the product is damaged, faulty, or not as described.
• AU: Like the EU, customers are entitled to returns for damaged or faulty products, and merchants must comply with ACL (Australian Consumer Law) regulations regarding returns.

Customer Communication:

• US: Merchants are encouraged to keep transparency regarding delays and shipping updates but have fewer formal requirements compared to the EU.
• EU: Merchants must proactively inform customers of any changes to expected delivery dates and their rights.
• AU: Like the EU, merchants must keep customers informed about their orders and any potential delays.

Note: You can fill out the pre-order delayed email template in our app's Email Template section. In the case of shipment's early arrival or delays, you can easily update your orders and bulk-email to all relevant customers with one click.

What should I be aware of when writing my Pre-order Policy?

Mixed cart orders & Split-Shipping

If you have enabled Shopify's Split Shipping in Checkout feature, your customers will see two shipping options and costs for their mixed cart orders (in-stock item + pre-order item within the same purchase).

Since this is a fairly new Shopify checkout feature (rolled out in August 2024), it can cause confusion amongst customers as to why they now have to pay for shipping twice.

We haven't gotten to write an in-depth blog article about this yet, but in the meantime, you can check out our help article to learn how to put orders on hold for all items to be shipped together.

This way you won't have to pay shipping twice for your customers' mixed cart orders, ship everything together once, and can refund them the additional shipping amount under their specific order.

If you need assistance with setting up Split Shipping for pre-orders or would like to better understand what's the ideal workflow for your business, feel free to contact us at hello@shopside.com.au or connect with us on LinkedIn and we'd gladly help.

Handling potential delays

In the event of unforeseen circumstances that affect the estimated shipping dates, your customers can be notified by email as seen in the screenshot above.

If you have enabled Shopify's new customer accounts setup, your customers can view their orders and track shipment status through their account on your website.

Pre-order cancellation & refund

If the merchandise is being shipped into the European Union, your customers have the right to cancel or return their order within 14 days, for any reason and without a justification. The item must be in the same condition that they received it, unworn or unused, with tags, and in its original packaging. They’ll also need the receipt or proof of purchase.

Customers may cancel their preorders at any time before the item is shipped by logging in through their customer account on your Shopify store.

Note: If you have enabled Shopify's new customer accounts, our Early Bird app has an app extension which allows your customers to one-click self initiate preorder cancellation and refund. Otherwise, if you don't have it enabled, you'll have to process refunds manually.

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Your Shopify Preorder Policy Template (Updated for 2025)

The templates below includes the latest requirements under the EU's GPSR, of which you have the obligation to appoint an EU-based Authorized Representative and provide comprehensive product safety information. Be sure all your product listings include detailed safety documentation, usage instructions, and contact information for your EU Authorized Representative.

You can include this template as part of your Shipping Policy, or create a new Policy specifically for Preorders.

Disclaimer: This template is for informational purposes only and does not constitute legal advice. Please review and customize this template to fit your specific business practices and consult with a legal professional to ensure full compliance with all applicable laws and regulations.

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Effective Date: [Insert Date]

We offer customers the opportunity to pre-order select products before they are available for general sale. This policy outlines the terms and conditions associated with pre-ordering items from our store.

1. Payment Terms

• Full Upfront Payment: Customers may choose to pay the full price upfront when placing the pre-order.
• Partial Deposit: Alternatively, for certain products, customers can pay a deposit of % or $ of the total price to reserve the item. The remaining balance will be automatically charged to the original payment method on a later date.
  
  You will receive the payment receipt via the email you used for your purchase order.

2. Delivery and Shipment

• Expected Fulfillment Date: The expected fulfillment date is provided on the product page, displayed in your cart, and at checkout. While we strive to meet this timeline, unforeseen delays may occur. In such cases, we will notify customers promptly via email.
• Split Shipping: If your order includes both in-stock and pre-order items, you can choose separate shipping methods for each during checkout. Alternatively, you may opt to have all items shipped together once the pre-order items are available by contacting us at [contact email]. We'll then refund your additional shipping costs accordingly.

3. Cancellation and Refunds

• Before Shipment: Customers may cancel their pre-order at any time before the item has shipped. To do so, please contact our customer support team at [contact email]. A full refund, including any deposits made, will be processed within 14 days of the cancellation request.
• After Shipment: Once the item has shipped, our standard return policy applies.

4. Returns

• Eligibility: Pre-order items are eligible for return under our standard return policy. Customers have 14 days from the delivery date to initiate a return. Items must be in their original condition and packaging to qualify for a refund.
• Return Shipping Costs: Customers are responsible for return shipping costs unless the item is defective or damaged upon arrival, in which case we will provide a prepaid return label.

5. Compliance with EU General Product Safety Regulation (GPSR)

For customers within the European Union, we comply with the General Product Safety Regulation (EU) 2023/988, effective from December 13, 2024. This includes providing detailed product safety information and ensuring that all products placed on the market are safe under normal or reasonably foreseeable conditions of use.

Additionally, we have appointed an EU-based Authorized Representative to address product safety-related inquiries. Their contact information is as follows:

[Authorized Representative Name]

[Address]

[Email]

[Phone Number]

6. Customer Communication

We are committed to transparency and will proactively inform customers of any changes to expected delivery dates, potential delays, or other pertinent information regarding their pre-order. Customers can track their order status through their account on our website or by contacting our customer support team.

7. Contact Information

For any questions or concerns regarding this Pre-order Policy, please contact us at:

[Your Store Name]

[Address]

[Email]

[Phone Number]