Misunderstanding with HOT retailer
Pre-orders get no special bonuses. Only pre-purchases, and the key associated with pre-purchases.
There is a distinct difference. And…only authorized retailers have the pre-purchase keys.
You can read more about the difference between pre-purchasing and pre-ordering here:
https://help.guildwars2.com/entries/94582027
Good luck.
Hope this gives you a better idea and i suspect the same thing is happening, After trying to figure out from our local retailer what was going on and getting no proper responses I found the distributors. The pre purchased units are being shipped to them stil so they actually do not have it yet. But it was confirmed to be a pre purchase SKU . just make sure your retailer is on the list of retailer that is getting the pre PURCHASE SKu products and not the pre order sku. In my country we have several retailers but only one is getting the pre purchase option.