Shipping policy

Shipping Policy

1. Order Processing Time
All confirmed orders are typically processed and prepared for shipment within 2-3 business days (excluding weekends and holidays). If your order contains a pre-order item, it will be dispatched once all items are in stock. You will receive a shipping confirmation email with tracking information once your order leaves our warehouse.

2. Shipping Carriers & Methods
We partner with reliable carriers to ensure your order arrives safely. Your shipment may be delivered by UPS, USPS, DHL, or other Carriers, selected based on the most efficient option available for your location and order details.

3. Delivery Times & Origins
To serve you faster, orders may be fulfilled from our distribution centers in the United States or China. The fulfillment location is automatically chosen based on product availability to speed up delivery.

  • US Warehouse: Estimated delivery within 3-7 business days after shipment.
  • Please note these are estimates. Actual delivery may be affected by carrier delays, customs inspections, or unforeseen events.

4. Shipping Destinations
We currently ship to the United States and Canada.

  • Some limitations apply, and we are unable to deliver to US military addresses (APO, FPO, DPO, etc.) or P.O. Boxes at this time.

5. Multiple Packages & Split Shipments
For larger orders or due to inventory location, your items may be shipped in multiple packages. If so, you will see separate tracking numbers for each shipment in your order confirmation and account page. You will not be charged extra for split shipments.

6. Important Note for Surprise Box Purchases

Understanding "Surprise" Boxes: Purchasing single boxes means you are accepting the random nature of the product assortment. Receiving duplicate items from within a series is a possibility and does not qualify for an exchange or refund, as every Surprise Box box is a unique, random item or random items.

Need Help?
For questions about your shipment, please contact us at customer@pandafests.com with your order number ready.


Returns & Exchanges Policy

To ensure a fair experience for all our customers, please review the following terms before initiating a request.

Core Principle
We are committed to providing high-quality products. Therefore, we do not offer refunds except for items that arrive defective, damaged, or incorrect. For all other approved returns, we are happy to provide an exchange or equivalent store credit.

Eligibility Conditions
All return or exchange requests must meet all of the following conditions:

  • Timeframe: The request must be submitted within 14 days of delivery.
  • Item Condition: Items must be unused, unworn, unwashed, and in their original packaging with all tags and accessories attached.
  • Prior Authorization: You must contact our customer service team via email to obtain authorization before sending any returns. Returns shipped without prior approval cannot be accepted.

Non-Returnable Items
To ensure product hygiene and uniqueness, the following categories are not eligible for return or exchange unless they arrive defective or damaged:

  • Final-sale items
  • Customized or personalized products
  • Hygiene-sensitive items (e.g., earrings, cosmetics)

Return Shipping Fee
For returns not due to our error (such as quality issues or incorrect shipment), a flat $10 return shipping fee will be applied to cover processing and logistics. This fee will be collected upon return authorization or deducted from the issued store credit.

How to Initiate a Request

  1. Contact Customer Service: Email us at customer@pandafests.com with your order number, the item(s) you wish to return, and your reason.
  2. Obtain Authorization: If your request is approved, you will receive a Return Authorization (RA) Number and detailed instructions.
  3. Ship Your Return: Please include the RA number inside your package and ship it to the provided address. We recommend using a trackable shipping service.

Processing Time
Exchanges and store credits are typically processed within 5–10 business days after we receive the returned item and complete our quality inspection.