|PLACE AND TRACK ORDER|
|I've placed an order with multiple items recently, can I combine them into one package?||Since we have several different warehouses worldwide, not all items are stored in one place. When you order multiple items at a time, each item will be shipped out separately. So you will probably receive one item before the next. Don't panic if you don't receive all of your items at once…they will get to you!|
|If the items are shipped separately from different warehouses, do I have to pay more shipping fee?||No, shipping costs will vary depending on the shipping destination and the number of items that you purchase|
|How do I track my order?||For any assistance, please feel free to contact our Customer Service through email firstname.lastname@example.org|
|SHIPPING & HANDLING|
|When will my order ship?||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: 1 – 5 business days (in regular seasons) or more depends on holiday seasons.
|How long does delivery take?||Shipping time depends on your location
Standard & Free Domestic Shipping: 3 – 5 business days (in regular seasons) or more depends on holiday seasons.
Express Domestic Shipping: 2 business days (Cannot be delivered to a PO Box)
International Shipping: 1 – 4 weeks (in regular seasons) or more depends on holiday seasons.
For Canada, Australian, and New Zealand orders, please allow 2-4 weeks (average) for items to arrive.
For United Kingdom orders, please allow 4-6 weeks for your order to arrive. Due to custom policies of United Kingdom, our deliveries to the U.K take the longest
|Do you deliver products internationally?||The Family Panda ships products worldwide every day. Shipping is available for most countries around the world.|
|The tracking site says Delivered but I haven’t received my order yet.||We provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country.
You can contact our Customer Service for further assistance.
Please note that we are not responsible for any stolen packages.
|I tracked down my order and the status says Return to Sender, what should I do?||In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. For UAE / HK customers, please ensure to provide your PO Box or Zip Code (whichever is available) so your local post office can deliver your order(s) to your mail box or door step.|
|What about PO Boxes, APO, FPO, DPO, and US Territories?||It's so sad that we are not allowed to ship to APO, FPO, or DPO addresses.|
|Where do we ship from?||We work with different artists and manufacturers worldwide, so all items are shipped from the warehouse closest to the shipping address provided at checkout.|
|Delivery information||We primarily use UPS and USPS
Orders shipping outside of the US are typically shipped via DHL Express, though in some cases a local carrier, such as Canada Post, will make the final delivery.
A few tips:
We are unable to send specific delivery information, such as "leave on the back porch" or "please deliver after 4 pm" to the carriers.
Deliveries normally occur between 8 am and 8 pm, but we are unable to request or guarantee a specific delivery time or window of time.
Packages delivered within the United States typically don't require signatures unless they exceed $500 in value or they are custom-made and of high value.
|Our return and refund policy||RETURN POLICY
To all our wonderful customers, thank you for shopping with us. Should for any reason you're not completely satisfied with your purchase. You may return your merchandise within 30 days of placing your order. We want to make your shopping experience the best it can be. See more information below about our return options and how to initiate a return.
HOW TO PROCESS A RETURN
Please follow the process below when returning your item(s) to us.
Within 30 days of placing your order, you can process your return.
Please contact our Customer Support team to start the complaint process. Please include the following information:
Video or photo of the faulty product (if applicable)
Complete delivery address
Contact telephone number
A return shipping label will be sent to you via email.
Please allow 3 - 4 days processing time once your item(s) have arrived back at our warehouse.
Once processed, you will receive an email with the details of your refund or store credit information. The items will be inspected and accepted if they meet our conditions listed below:
Damaged due to the fault of our factory or the carrier
Received the wrong item
Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Therefore, we will not issue a store credit or refund items if an item you received does not have a major problem above. Also, the return is denied if it is not due to an error of ours (i.e. you ordered it and then decided later on that you don't want it).
DAMAGED OR FAULTY GOODS:
Sometimes unforeseen faults can happen, and we apologise for the inconvenience. We encourage you to email Customer Support team with your order number and fault in the instance that you receive a faulty item, your item has been damaged in transit. We will arrange for the item to be replaced and/or refunded. We promise to uphold our end of the deal and do this in accordance with the Consumer Guarantees Act. We will cover the cost to return your order to us and return a replacement back to you free of charge.
RECEIVED THE WRONG ITEM:
Occasionally we may get it wrong. We apologise for the inconvenience. Please email Customer Support team with your order number and incorrect item. You will receive a Returns Authority number to return the item(s) under. You can choose to replace the item or issue a refund. We will accept responsibility for all shipping costs related to the return.
Please reminded that our policy lasts 30 days for replacement/refund request only. If 30 days have gone by since your purchase, unfortunately, we can't offer you a replacement or refund.
Refunds are issued back to the original form of payment used for the purchase and you will receive a refund confirmation email. Kindly note that it can take 3-5 business days for the payment to show on your account (depending on your financial institution) after the refund has been processed.
Please keep in mind that original shipping fees are non-refundable once item has shipped. Moreover, we do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
If your order hasn't arrived within 45 business days of the date of original purchase, please contact our support team for a full refund of your purchase.
|How secure is my personal information?||The Family Panda team adheres to highest industry standards in order to protect your personal information with the best security solutions.
Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the Internet for processing payments safely.
|What payment methods we currently support?||Payments methods include PayPal and Credit cards.
PayPal is a safer, easier way to send and receive money online. When you select PayPal as the payment method, you will be linked to the PayPal site where you can make payment.
PayPal can be used to purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-check (i.e. using your regular Bank Account).
1) After viewing your items on your shopping cart page, you can click and check out with PayPal. Then you will leave our site and enter PayPal’s website.
2) You can sign in to your PayPal account, or you can create a new one if you haven’t got one.
3) You can use the PayPal as you want according to the on-screen instructions.
Usually, PayPal e-check will take 3-5 business days to be confirmed by PayPal.
The reasons why we suggest you use PayPal:
Payment is traceable. By using your PayPal account, you can trace the status of your payment.
When you make payment for your order, you don’t need to use your credit card online (you can transfer directly from your bank account). When you use your credit card through PayPal, nobody will see your credit card number, which will minimize the risk of unauthorized use.
Can I pay on delivery?
|Pay on Delivery is an unavailable payment method for all items in our store.|
|Your satisfaction is our utmost priority. We want you to have beyond-expectations shopping experience with us, so we've provided this spot to hear anything from you. We welcome any comments, suggestions, praise or criticism you may have.
If you need help with an order, please email us at email@example.com