FAQs

Shipping, Duties and Taxes

Which countries or regions does panthepack.com ship to?

We ship to most but not all countries or regions in the world. For details, please contact with our customer service: customers@panthepack.com  

How much will I be charged for shipping?

Depending on the shipping address, the shipping fee will be calculate automatically on checkout page as well as the weight and volume.

Reminder: The price on the checkout page includes shipping fee to the destination, but not included the delivered duty, import taxes and other costs. This charge is ultimately determined by your local customs office.

Do I need to pay duties or other taxes?

Please note that the duties and taxes are not included in the final price at check out, your order will be shipped DDU (Delivered Duty Unpaid). You order may incur duties, fees and import taxed upon delivery. This charge is determined by your local customs. For further information, please consult your local customs office.

Therefore, make sure that you have checked the rates in your country or region for the exact taxes and fees that you are expected to pay.

If the order is returned because the buyer refuses to receive or delays in receiving the package due to taxation issues, the buyer shall pay for the round-trip shipping cost, the duty charged by both importing country and destination country of the return (the import duty will be paid by our commissioned express company in advance when the goods goes through customs). The payment will be deducted from the refund.

Can you ship to a P.O. BOX?

We cannot ship the order to a P.O. BOX. Please make sure that the shipping address which you have provided is correct and accessible. Since different countries have different requirements for shipping address, if the shipping address you have provided is not accessible, we will contact you via e-mail for address change. Please often check your e-mail after the ordering.

Reminder: All costs arising from the return of goods due to the buyer shall be borne by the buyer.

When will I receive my order? How do I track the package?

Once your purchase has been completed, an email confirmation will be sent to the email address. Your order will be processed within 7 days, once your order has been shipped, you will receive an e-mail with your shipment’s tracking information. You may also click “My Order” on “My Account” to check the tracking number.

Reminder: Please note that the shipment may be delayed due to a sudden burst of orders or force majeure. Thank you for your understanding.

 

About Shipping & Orders

Do I have to register a panthepack.com account to place an order?

We suggest you registering an account in order to check and track the order you have placed successfully. If you do not register an account, please make sure that your email address can receive e-mails normally.

How can I shop on the official website of panthepack.com?

Instructions:

  1. Click “SHOP” in the navigation bar at the top of the webpage to viewthe products.
  2. Select products and click “ADD TO CART”. You may also continue to add more items. Click “CHECK OUT” at the bottomof the shopping cart page after adding all the products.
  3. You may choose to “log in”withyour account after entering the checkout page. If you have not registered an account, you need to provide a correct e-mail address and the shipping address.
  4. The shipping cost will be calculated automatically after the shippingaddress is provided. Please note that the price on the page does not include the duty charged by importing country or other related local taxes. Please check and make sure that the shippingaddress you have provided is accurate and accessible.
  5. Continue to provide the payment information and confirm the order. After the order is placed, we will continue to keep you updated of the order status. Please make sure that you can be reached in time via the e-mail address provided.

If you need more help, please contact with customer service: customers@teamwangdesign.com

Can I cancel or modify my order?

Extra cost will be incurred if the buyer modifies the address after the order has been shipped and shall be paid by the buyer. If you need to modify the address, please contact our customer service via e-mail: customers@panthepack.com to confirm the information before modifying or canceling the order.

 

Returns and Refunds

What is panthepack.com’s return policy?

We will be flexible in accepting returns: the period in which a return may be requested will be extended to 7 days (including national holidays) from the day after the receipt of the order (subject to the receipt date on the logistics document). The returned goods must meet our after-sales inspection standard. Shipping cost and duties arising from return of goods induced by non-quality problems shall be paid by the buyer.

If you receive wrong or defective goods, please apply for return or exchange of the order within 30 days from the day after the receipt of the order. Shipping cost and duties thus incurred shall be borne by the seller.

We suggest that you contact with our customer service (customers@panthepack.com) via e-mail for detailed return procedures. More details, you may check our Returns and Refunds page.

 

When will I receive the refund or exchanged goods?

Once the returned has been received, we will handle the order within 7 working days, and we will inform you of the progress via email. The refund will be returned to the original method of payment, which usually takes up 5-10 working days to process the refund, it may your financial institution additional time to process the transaction and update your bank statement. Please note that the processing may be delayed due to a sudden burst of orders or force majeure. Thank you for your understanding.

 

Are shipping cost and duties included in the refund?

Shipping fees, duty charged by importing country and other related local taxes will not be refunded.

You may contact with the local customs about the duty charged by importing country and other related local taxes. Please note that if the shipping address is a domestic address (Mainland China), but the order is returned from oversea, the buyer shall bear the duty charged by importing country and other related local taxes.