FAQ
Frequently Asked Questions
How can I contact Bear & Panda?
We’re happy to help! For questions about your order, shipping, returns, or anything else, contact our customer care team at bearandpanda321@gmail.com.
We’ll get back to you as soon as possible.
Do you ship worldwide?
Yes! Bear & Panda ships worldwide.
Shipping times may vary depending on your location.
Where do you ship from?
Our products are fulfilled through our international fulfillment partners and may ship from overseas fulfillment centers.
Once your order has been processed and shipped, tracking information will be provided when available.
Can I change or cancel my order?
Yes. If you need to change or cancel your order, please contact bearandpanda321@gmail.com within 12 hours of placing your order.
Because we work to process orders as quickly as possible, changes or cancellations requested after the 12-hour window cannot be guaranteed.
If your order has already been processed or shipped, you can request a return after receiving it in accordance with our 30-Day Return Policy.
What payment methods do you accept?
We accept major payment methods available through our secure Shopify checkout.
Your available payment options will be displayed during checkout and may vary depending on your location.
When will my order be processed?
Orders are processed Monday through Friday.
Please allow approximately 1–3 business days for your order to be processed before shipment.
Orders placed on weekends or holidays will begin processing on the next available business day.
During holidays, sales, or other high-volume periods, processing may take slightly longer.
How long will it take to receive my order?
Due to high demand, orders typically take approximately 2–4 weeks to arrive after shipment.
Delivery times may vary depending on your location, carrier delays, customs processing, holidays, weather, and other circumstances outside of our control.
Processing time and shipping time are separate.
How can I track my order?
Once your order has shipped and tracking information becomes available, you'll receive a shipping confirmation with your tracking details.
Please allow time for your carrier's tracking system to update after receiving your shipping confirmation.
If you need help locating your order, contact bearandpanda321@gmail.com and include your order number.
What if I don't receive my order?
If your order hasn't arrived within the expected delivery window, please contact us at bearandpanda321@gmail.com with your order number.
We'll investigate your shipment and tracking information.
If your package is confirmed lost or cannot be successfully delivered, we'll issue an eligible refund to your original payment method.
Will I be charged customs fees, duties, or taxes?
International orders may be subject to import duties, taxes, VAT, customs fees, or other charges imposed by the destination country.
Any applicable charges are determined by your local customs authorities and are the customer's responsibility unless otherwise stated during checkout.
Bear & Panda does not control customs charges or delays caused by customs processing.
For more information about possible charges, please contact your local customs authority.
What is your return policy?
We offer a 30-day return policy.
You may request a return within 30 days of receiving your order.
To begin a return, contact bearandpanda321@gmail.com with your order number and reason for the return.
Our customer care team will review your request and provide return instructions.
Please do not send an item back without first contacting us.
Returned items should be in their original condition unless the product arrived damaged, defective, or incorrect.
How do I return an item?
Contact bearandpanda321@gmail.com and provide:
- Your order number
- The item you'd like to return
- Your reason for returning it
We'll provide the applicable return instructions.
Do not automatically return your order to the address printed on the original package, as this may not be the designated return location.
What if my order arrives damaged, defective, incorrect, or missing an item?
Please contact us at bearandpanda321@gmail.com as soon as possible.
Include your order number, a description of the problem, and clear photographs of the product and packaging when applicable.
We'll review your request and work to resolve the issue. Depending on the circumstances, an appropriate resolution may include a replacement or refund.
When will I receive my refund?
Once your return has been received, inspected, and approved, your refund will be issued to the original payment method used for your purchase.
After a refund is issued, your bank, credit-card provider, or payment processor may require additional time to post the funds to your account.
If you've received confirmation that your refund was issued but haven't received the funds, please contact your financial institution first.
If you still need assistance, contact bearandpanda321@gmail.com with your order number.
Can I exchange my Bear or Panda?
If you'd like a different character, contact us within the 30-day return period at bearandpanda321@gmail.com.
We'll review your order and let you know the available options.