Return of goods

Total Pak online store offers delivery to any point in Bulgaria. Please read below for information on the shipping process.

Delivery of goods purchased from the Total Pak online store

1. Order the products and request a delivery courier and address

2. We will contact you to confirm the order by phone

3. Wait for delivery of the products

4. Pick up your order from a courier office or receive it at the specified address

Order confirmation

After successfully placing an order on our site, a Total Pack operator will contact you on the specified contact number to confirm the order and specify delivery details. You will also receive order information at your specified email address. After we send your order by courier, you will receive a second notification email.

Final amount due

All prices shown on the site are final and include VAT. The price you see written on the site must be paid to the courier with cash on delivery, to our representative with free delivery to the city of Dobrich, or by choosing one of the types of electronic payments (payment by card/bank transfer).

Delivery time

All orders for the territory of Bulgaria, made on a working day before 3:00 p.m., are sent on the same day by the courier of your choice. All orders placed after 3:00pm are dispatched the next working day. All orders for the territory of the city of Dobrich are delivered within the day.

Free delivery to the city of Dobrich

All orders for the territory of the city of Dobrich are free of charge, regardless of their value or weight, and are carried out by our representatives.

Delivery by courier company

All deliveries on the territory of Bulgaria are made with courier companies Speedy or Econt. When completing the order on our website, you will have the option to choose a courier and delivery method (courier office, address or machine).

Picking up a shipment from a Speedy or Econt office

If you placed an order with a Speedy courier company office, you will receive a notification from them that the package has arrived at them. You have 10 days to collect your parcel from the courier office of your choice, after which the parcel will be returned to us.

Price of delivery

The shipping price is based on the weight/dimensions of the shipment and the final destination. You can find out the shipping cost on the order completion screen in the "Shipping cost" field.

Complaints and return of goods

We accept claims for goods purchased from our online store within 14 days. Please read below for more information.

You as a consumer have the right to cancel the ordered goods within 14 days of receiving the goods. You can take advantage of the complaint option for any reason if you have changed your purchase decision. Goods can be returned if they have not been used other than for a sample (goods functionality, size match), the integrity of their packaging has not been damaged and the commercial appearance has been preserved (all labels, stickers, etc. must are of the goods) in which it was received and the conditions under Art. 55 of the PPE.

Return and acceptance of a product may be refused by Total Pack in the event that the product is not in good merchantable condition. This can be expressed in: damage to the packaging, traces of use, physical damage and deformations of the product, incomplete packaging of the product or the accompanying documentation supplied with the order.

A product returned by a customer can be compensated with a refund to the bank account provided by the customer within 30 days after acceptance and approval of the complaint of the returned product by Total Pak. If the customer wishes, an exchange can be made with another product/products of the same or higher value, after the customer pays the difference in price.

To return a product, you must send it to or bring it to our store at:

5 Batak St

Dobrich, PK 9300

GSM. 0887 923 449

You can return the purchased goods for the city of Dobrich to our sales representative. You can return the purchased goods for the country via the courier you specified for delivery. Transport costs for the return of the goods are at the customer's expense.


Do I have to register on the TOTALPACK.BG website to place my order?

For your convenience, shopping at TOTALPACK.BG is not subject to mandatory registration. After you have made your choice, you can press the "Quick order" button. Then you just enter the required data. They will not be stored with us and you will have to perform the same operation again on the next order.
When shopping with registration, the User gets the advantage of entering his data once, this action of his guarantees the storage of the delivery data and their automatic filling during the next shopping.

When registering, the customer chooses a unique username and password, the storage of which is his personal responsibility. Personal information provided for your registration will be used in accordance with the legal requirements in the country and its provision by you is completely voluntary. TOTALPACK.BG undertakes not to disclose any personal information of users to third parties. By providing your e-mail address when purchasing from TOTALPACK.BG, you automatically subscribe to receive current promotions in your e-mail.

How do I order by phone?

The telephone number for orders in the TOTALPACK.BG store is 0887 923 449.

Ordering by phone is a convenient alternative to online ordering. It happens after the customer dictates the catalog numbers of the products he has chosen or names them, as well as the data needed for delivery. The operator will calculate the value of the order while the customer is still on the line. With this type of order, the customer does not need to receive a call to confirm the order at a later stage.

How do I pay when buying from the TOTALPACK.BG online store?

You can pay for the ordered goods at TOTALPACK.BG in the following ways:

  1. Cash on Delivery: The payment of the due price of the goods and the costs of the delivery takes place when it is received by the customer upon delivery by our representative or by a courier. The goods can also be accepted by a third party on behalf of the customer.
  2. By bank transfer: The payment of the due price of the goods is made in advance by bank transfer to the account. Delivery is made after receiving the bank transfer.
  3. With card: You can pay the price of the goods directly on our site with your credit or debit card. Our website does NOT store financial information (card number, etc.)
What documents will I receive with my order?

With each order, you receive a product receipt and receipt*.

*A cash receipt is not issued if the order is paid by bank transfer on the basis of a pro forma invoice.

If you have indicated that you want an invoice with the order, and you have provided the necessary details for it, we will also send the corresponding invoice together with your order. You can do this by answering the question "Do you want an invoice" during the completion of your order.

How do I cancel the created order?

If you have decided to cancel an order before you have received it, do not hesitate to write to us by email or directly by phone 0887 923 449.

I forgot my password or username, what should I do?

You can reset your password at any time using the option "forgotten password” In the "E-mail address" field, enter the e-mail address associated with your user profile in TOTALPACK.BG. You will receive an e-mail containing a link and instructions for entering a new password for your account. If you do not see an e-mail in your mailbox, check the spam folder and make sure that the letter did not go there.

How can user disputes be resolved?

A body for alternative resolution of consumer disputes (ADR body) is any body, regardless of its name, which is established, carries out permanent activity in alternative resolution of consumer disputes and is included in the list under Art. 181p of the Civil Code. The authorities recognized as ADR authorities on the territory of the Republic of Bulgaria are approved by an order of the Minister of Economy. ADR, in whose scope of activity we fall, is Consumer Protection Commission, Sofia 1000, Slaveykov Square No. 4A, phone 02/ 9330 517.

Disputes can also be resolved through European Online Dispute Resolution Platform (ODR)

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