MANAGE ORDER

How do I change or cancel my order?

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

What kind of address should I use for shipping?

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

Where is my order?

You can go to: Track Your Order to see the current status of your order.

 

I didn't receive any confirmation email

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

If there's still nothing, please contact our support team so we can resend the email to you: support@familypanda.co

 

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

If you attempt to track your package and there is no information available that just means the carrier has not processed your parcel yet. When the parcel is scanned into the system, tracking events will populate on the tracking page.

If it is over your estimated arrival date and there's been no update, please contact us to be supported right away.

- For US domestic order, shipped Standard: after 10 business days from the shipped date.

- For US domestic order, shipped Express: after 6 business days from the shipped date.

- For International order: after 4 weeks from the shipped date.

 

SHIPPING & DELIVERY

Where is my order shipped from?

Since we offer made-to-order items, regardless of personalized or not, we will be printing the item after you place your order, one at a time for the best quality.

In addition, we work with different artists and manufacturers worldwide so your order will be shipped from the most suitable center, but most of our products are shipped from within the U.S.. and Europe.

 

How long until I receive my order?

Processing time for each product type may be different, from 1 - 6 business days. Please visit our Processing and Shipping Policy for the most updated estimated time frame.

Once the shipment is shipped, estimated delivery is:

For domestic orders: 4 - 7 business days with Standard shipping, and 2 - 3 days (excluding Sunday) 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.

 

Why are my items shipped separately?

If your order contains a variety of products, your items may be shipped separately and we will send a shipping notification for each shipment 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!

Rest assured that you’re only charged one combined shipping fee for all the items in your order during checkout

I'm not from the U.S., do I need to pay any tax to receive my order?

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 an 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.

 

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

Yes! We do have express shipping (3 - 4 days excluding processing time and Sunday) for domestic orders, the fee depends on your order's product(s) value and will be shown upon checkout.

PAYMENT METHODS

What payment methods do you accept?

We accept most major credit cards including Visa, Mastercard, Discover, and American Express. We also accept PayPal as a form of payment.

Can I pay on delivery?

All payments are due upon completion of the order and Cash on Delivery is an unavailable payment method for all items in our store.

REPLACEMENT AND REFUND

What should I do if I receive a faulty product?

You would need to notify our support team at support@familypanda.co 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.

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

When will I receive my replacement?

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

When will I receive my refund?

Refunds will be issued to the original form of payment. Depending on the form of payment, you will receive your refund within:

- PayPal: 1 - 3 business days

- Debit/Credit Card: You can see the refund as a credit approximately 5 - 10 business days later, depending upon the bank.