Custom Order Requirements

Key Points:

This document outlines the requirements for custom orders using Seller Shipping — including pre-order, backorder, custom handling time, and made-to-order products. These requirements do not apply to orders fulfilled through Fulfilled by TikTok (FBT).

• We offer Made-to-Order, Pre-Order, Backorder, and Custom Handling Time features to help eligible sellers manage different fulfillment timelines. Eligible sellers can activate these features on the Fulfillment Performance page in Seller Center.
• Each feature has its own eligibility and listing requirements. Depending on the feature, this may include maintaining an active shop status, meeting a minimum Shop Performance Score, staying out of probation, and meeting fulfillment or risk performance requirements.
• Sellers must follow strict guidelines for each feature, including clearly labeling product types, shipping within specified timeframes, and not misusing features for out-of-stock items.
• These requirements do not cover standard orders, which have a dispatch Service Level Agreement (SLA) of 2 business days. Please refer to the Fulfillment Policy to learn more about standard order dispatch and delivery expectations.

All sellers listing and selling on the US TikTok Shop marketplace who meet the eligibility requirements for custom order features must comply with this document and the Fulfillment Policy.

Requirements for Custom Orders

Made-to-Order Products

Made-to-order products are manufactured after a purchase order is received. They are not buyer-customized products and can be resold if returned.
TikTok Shop offers a Made-to-Order feature for eligible sellers in order to accommodate these order types.

Eligibility Criteria

TikTok Shop's made-to-order feature is available to eligible sellers who meet the following criteria:

• Achieve and maintain a Shop Performance Score (SPS) ≥ 3.5
• Have an Account Health Rating (AHR) > 150
• Not under Temporary Account Restriction Requirements
• Do not have any Intellectual Property Policy violations

When a seller meets all eligibility requirements, they can activate the feature on the Fulfillment Performance page in Seller Center. If a seller no longer meets the above criteria, access to the feature may be removed.If TikTok Shop detects products using the made-to-order feature for non-customized products, the feature may be disabled. The shop may face more severe penalties as listed in the Seller Enforcement Policy.

Listing Requirements

Before listing a made-to-order product, sellers must:

• Ensure the product listing is completely new to the seller's TikTok Shop store
• Clearly state in the title and description that the product is made-to-order
  • For example, "[Made-to-Order] Halloween Graphic T-Shirt"
• Use a standardized production method or offer limited variations (for example, size, color, and quantity)

Pre-Order Products

Pre-order products are purchased before they are available and fulfilled at a later date. Payment is pre-authorized at the time of transaction and captured during shipment.
TikTok Shop offers a Pre-Order feature for eligible sellers in order to accommodate these order types.

Eligibility Criteria

TikTok Shop's pre-order feature is only available to select qualified sellers who meet the following:

• Have an active Account Manager
• Graduate from the Shop Probation program
• Achieve and maintain a Shop Performance Score (SPS) ≥ 4
• Maintain a Pre-order Late Dispatch Rate (LDR) < 10% over the last 7 evaluation days

When a seller meets all eligibility requirements, they can activate the feature on the Fulfillment Performance page in Seller Center. If a seller no longer meets the above criteria, access to the feature may be removed.

Listing Requirements

Before listing a pre-order product, sellers must:

• Ensure the product listing is completely new to the seller's TikTok Shop store. This does not include previous versions or models of the product
• Clearly state in the title and description that the product is for pre-order
  • For example, "[Pre-Order] Fantasy Dragon Figurine"
• Ensure the product is not available for purchase in your shop until the specified shipment date
• Set the product release date between 3-60 calendar days when creating the pre-order listing
• Do not use the pre-order feature for temporarily out-of-stock or backordered items

Backorder Products

Backorder products are currently out of stock but can be shipped after a short delay. Sellers take orders for these products and ship them once they are restocked.

Eligibility Criteria

TikTok Shop's backorder feature is only available to select qualified sellers. To be eligible, sellers must:

• Have an active Account Manager
• Graduate from the Shop Probation program
• Achieve and maintain a Shop Performance Score (SPS) ≥ 4
• Maintain a healthy backorder rate

When a seller meets all eligibility requirements, they can activate the feature on the Fulfillment Performance page in Seller Center. If a seller no longer meets the above criteria, access to the feature may be removed. Additionally, TikTok Shop reserves the right, in its sole discretion, to suspend or otherwise restrict access to the Backorder feature if potential abuse or misuse of the feature is detected.
Sellers with the made-to-order or pre-order feature enabled are also eligible to use the backorder feature.

Listing Requirements

Before listing a backorder product, sellers must enable the backorder feature for only one SKU (for example, a different size or color) per listing. If any SKU is set to backorder, the entire listing is considered a backorder listing
NOTE: TikTok Shop limits the number of backorder product listings to 30, and backorder inventory is capped at a maximum of 10,000 units.

Custom Handling Time Products

Custom Handling Time is a feature available for in-stock products that take up to 7 business days to ship.

Eligibility Criteria

TikTok Shop's custom handling time feature is only available to select qualified sellers that meet the following:

• Have an active Account Manager
• Graduate from the Shop Probation program
• Achieve and maintain a Shop Performance Score (SPS) ≥ 3.5

Listing Requirements

Before listing a SKU (for example, a product variation like a specific size, color, or style) with custom handling time, sellers must:

• Enable customer handling time for each SKU that requires it
• Sellers must not use the custom handling feature for temporarily out-of-stock or backordered items
• Set reasonable custom handling times

TikTok Shop reserves the right, in its sole discretion, to suspend or otherwise restrict access to the Custom Handling Time feature if potential abuse or misuse of the feature is detected.

Enforcement Actions and Appeals

Sellers who do not meet the eligibility criteria and listing requirements for these features may have access restricted or removed. When eligible, sellers can self-service activate or reactivate supported features on the Fulfillment Performance page in Seller Center.
In addition, we regularly review shops for compliance with our policies. If violations are identified, enforcement actions may be applied. This may include, but is not limited to:

• Deducting points the seller’s Account Health Rating
• Removing product listings
• Revoking access to offer products for sale
• Issuing refunds to customers

For more information on enforcement actions, refer to our Seller Enforcement Policy. To appeal an enforcement action, visit the Appeals section for guidance.