MANAGE ORDER

1. How do I change or cancel my order?

To change or cancel your order, please do so within the first 2 hours after placing it. A small management fee of 8% will apply for cancelations. After this time, your order will be in processing and cannot be changed or canceled. If you need assistance (including changing order details, shipping method, etc.), kindly contact us at support@familypanda.co, and our support team will be happy to help. 

You will have 2 hours after placing an order to modify/cancel the order. To cancel, kindly open this form to fill in your request: Order Modification/Cancelation

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

2. What kind of address should I use for shipping?

We suggest providing a complete physical address, including all necessary details like apartment or suite numbers, to ensure a smooth delivery process. Most carriers do not deliver to P.O. Boxes, so a full street address is recommended.

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

 

TRACK ORDER

3. Where is my order?

Once your order has been produced, you’ll receive a confirmation email with a tracking link to follow its progress. Please allow 5–7 days for the carrier to scan your package into their system. If you haven't received the tracking email or if your order is past the estimated arrival date, please don’t hesitate to contact us at support@familypanda.co. You can also track your order and check the estimated delivery date at Track Your Order

4. I didn’t receive any confirmation email

We’re sorry for the inconvenience! It’s possible there may be an issue with our email system. Please contact us at support@familypanda.co, and we’ll be happy to assist you in confirming your order details and providing any updates. Thank you for your patience!

5. Why has the tracking status not been updated? What should I do?

The issue may be due to a system error, incorrect delivery information, or a shipping delay. Please review your delivery details and contact us at support@familypanda.co. We’re here to help and will ensure your order reaches you safely!

SHIPPING & DELIVERY

6. Where is my order shipped from?

Your order will be shipped from the U.S. For more details about shipping and delivery, you can visit our policy at Processing and Shipping Policy

7. Why are my items shipped separately?

We have multiple fulfillment centers across the country, so when you purchase multiple products, they may be shipped separately based on availability at different locations. This helps us get your items to you as quickly as possible. 

8. How long until I receive my order?

It typically takes 3-5 business days to process your order, followed by 4-7 days for delivery. For more details on estimated transit times, please check here: Track Your Order

9. I need my order fast, do you guys provide expedited shipping? 

Yes, we provide Express Shipping which takes 3 – 4 days only (excluding Sunday) for delivery.

PAYMENT METHODS

10. What payment methods do you accept? 

We support all major payment methods, including VISA, MasterCard, American Express, Apple Pay, and PayPal. 

11. Can I pay on delivery?

Please note that we do not offer Cash on Delivery (COD) service.

REPLACEMENT AND REFUND

12. What should I do if I receive a faulty product?

If you receive a faulty product, please contact our Customer Support team to start the complaint process. Be sure to include your order number, photos or videos of the item showing the issue, the shipping label, and your contact number. We will review your request and notify you of the next steps. We're here to help and will work quickly to resolve the issue for you!

13. When will I receive my replacement?

It typically takes 3-5 business days for us to review your case and process your replacement, followed by 4-7 days for delivery. We will keep you updated with all the details directly via email. If you have any questions in the meantime, feel free to reach out to us!

14. When will I receive my refund?

Once your refund is confirmed, Family Panda will immediately process it. You can expect to receive the refund within approximately 5-10 working days. If you have any questions or concerns, feel free to reach out to us!

If you have any concerns, please feel free to contact us at support@familypanda.co, and we’ll be happy to assist you!