FAQs

You will have 2 hours after placing an order to modify/cancel your order. To send your request, kindly open this form to fill in your order information and required details: Order Modification/Cancellation 

After this timeframe, the order is locked for processing and no information including product or shipping address details can be modified/cancelled.

To avoid unwanted incidents such as delay, return, delivery failure, please:

• Make sure you provide the correct address at checkout;
• Use your shipping address to your residential address instead of your vocational one

Please check your inbox again and the spam folder for our order confirmation email.

If you found nothing, please contact our support team at [email protected], so we can resend the email to you.

You should be able to find your order here: Track your order (order number and email address are required for login)
For any assistance, please feel free to contact our Customer Service through the email [email protected].

We work with different artists and manufacturers worldwide, so all items are shipped from the warehouse closest to the shipping address provided at checkout. However, it depends on the warehouse’s stock and demand status along with the accessibility and convenience of the shipment to determine the exact warehouse to process the order, which is systematically automatic.

We process orders on business days which are Monday through Friday, Eastern Standard Times, and exclude holidays observed by the Post Office: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

Processing time for each product type may be different, ranging from 1 – 6 business days. Please visit our Shipping information & Delivery for the most updated estimated time frame.

Once the shipment is shipped, estimated delivery is as follows:

• For Domestic orders: 4 – 7 business days with Standard shipping, and 3 – 4 days (excluding Sunday and pickup time) with Express shipping.
• For International orders: 5 – 10 business days.

Please note that during holidays or peak season, it may take an additional 7 business days for delivery. Please visit our Shipping information & Delivery for the most updated estimated time frame.

No, shipping costs will vary depending on the shipping destination and the number of items that you purchase.

Since we have several different warehouses worldwide, not all items are stored in one place. When you order multiple items at a time, sometimes your items will be shipped out separately. Don’t worry if you don’t receive all of your items at once… they will get to you!

Family Panda ships products worldwide every day. Shipping is available for most countries around the world.

If your order is international shipping, your shipment can be held up in customs to check that the contents of the package and the value of the goods were declared accurately so you may receive announcement via letter, email, call from Customs or courier services.

*The payment value depends on the total value of the package and varies by country.

We provide a tracking number to each customer as soon as the order is completed.

• It is advised to track the order online every 2 – 3 days in order to have the most up to date information on the shipping progress.
• Firstly, help us check around your house as driver may put the package in hidden places; if there’s still nothing, kindly contact your local post office to request for detailed delivery information or written document/record proving that the order was misdelivered.
• You can contact our Customer Service for further assistance. Please note that we are not responsible for any stolen packages, but we will gladly assist you with alternatives at our best.

In the event that the parcels were returned to us, please contact us immediately so we can check the reason and we will reply with a suitable offer for your order.

The reasons for Returned package can be Insufficient Address, Undeliverable Location, Box Closed—No Order, Attempted—Not Known, Outside Delivery Limits or Temporarily Away, etc.

Yes, however, the shipping availability depends largely on the type of product and the address itself.

You would need to notify our support team at [email protected] within 7 days of the date of receiving your order.

In rare cases that you receive a defective, damaged, wrong item, or a printing quality issue, please send us the photo of the received item, ideally, taken on a flat surface, with the tag and error of the items clearly displayed; and the order’s shipping label.

Our support team will review your issue to offer the most suitable solution.

The processing time and delivery time for the replacement will be applied the same as a normal order.

• PayPal: 1 – 3 business days.
• Credit Card: You can see the refund as a credit approximately 5 – 10 business days later, depending upon the bank.