Customer Service
CUSTOMER SERVICE
Hello, how can we help you?
Have a question? You might find the answer in our Frequently Asked Questions section below!
FREQUENTLY ASKED QUESTIONS
Once your order ships, we send a shipping confirmation email with a tracking number. You can use the tracking number to follow your parcel, and contact us at [email protected] if tracking shows no update.
You can order directly on madeinpanda.shop as a guest, or register an account before shopping. Add products to your cart, then check out with PayPal — payment is made in full before dispatch, and we ship after payment is received. Registered users can check all order records in their account page. If you check out without signing up, we will send your full order details to your submitted email after purchase.
Once your PayPal payment is received, we send a confirmation email containing your full order details to your registered mailbox immediately. Your order then enters processing and stocking, which takes about 3 days before dispatch.
If the items you receive do not match your original order, contact us at [email protected] with your order number and photos of what arrived. We will resend the correct products at no extra charge to you.
Please contact us at [email protected] with your order number. If a parcel arrives after a refund, you can return the items within 30 days of delivery, unused and in their original packaging (return shipping is paid by the buyer), or ask us how to pay for the goods you keep.
If your package is confirmed lost in transit, contact us at [email protected] within 30 days of the estimated delivery date with your order number, and we will work with you to resolve it — including a reshipment or a full refund.
Every order needs about 3 days of processing and stocking before dispatch. Transit time is shown at checkout before you pay and is an estimate that excludes public holidays. Freight is always paid by the customer and calculated by total order weight; orders under $1,000 ship duties-included (DDP) with freight charged separately, and orders of $1,000 or more ship FOB Ningbo, Shanghai or Shenzhen.
Contact us as soon as possible at [email protected] with your order number. If your parcel has not been dispatched yet, we will cancel the order and refund your PayPal payment. If it has already shipped, you can return the items within 30 days of delivery, unused and in their original packaging.
Yes, if your order has not been dispatched yet. Contact us as soon as possible at [email protected] with your order number and the correct address — orders are processed within about 3 days, so changes must reach us before dispatch. We are not responsible for orders shipped to incorrectly entered addresses.
Registered users can look up all order information including your order number in your personal account dashboard. If you checked out as a guest, your order number is in the confirmation email we sent to your submitted email address.
Delivery time estimates exclude public holidays: transit time is shown at checkout before you pay, and processing takes about 3 days. We pause all shipments for 15 days during Chinese New Year; we ship normally at all other times. Local delivery schedules depend on the public holiday rules of your destination country.
Next-day delivery is not available. We offer economy and expedited shipping options where available, with the transit time shown at checkout before you pay; every order needs about 3 days of processing and stocking before dispatch.
Signature by yourself is not required. Your family member or friend can sign to receive the package on your behalf.
We ship to 27 countries with freight priced at checkout, and to other destinations by freight quote. Freight is calculated by total order weight and shown at checkout before you pay. Delivery service is unavailable only for extremely remote regions.