Shipping & Delivery
1.Which shipping options do you offer?
We offer the following shipping options:
- Hong Kong Air Mail
- Hong Kong Registered Air Mail
- DHL
- EMS
2.How much will shipping cost me?
Cost vary based on shipping address, item weight and the shipping method you chosen. To calculate the shipping cost, simply add the items you wish to order to your cart and proceed to the second page of the shipping step. In this step, you'll see how much it will cost you to ship with all available shipping methods without having to place an order.
3.How long will it take my order to arrive?
If you received a shipping confirmation email, your order has been shipped from our warehouse. Once your order is processed, the estimated delivery time depends on the shipping method you choose:
- Hong Kong Air Mail (6-15 business days)
- Hong Kong Registered Air Mail (6-15 business days)
- EMS (4-8 business days)
- DHL (3-5 business days)
Delay may occur caused by the customs clearance process or weather condition in transit which are out of our control. The time frames listed above only apply to the estimated time it will take to arrive from the date it was shipped. Please check the processing time estimated in your email confirmation to calculate when your order will ship.
We can now ship to Poland and Vietnam, but the shipping date could be different(from our nornal delivery date) due to logistics company's limitation . Currently it takes at least 5-7 working days for courier company to dispatch from our warehouse, except for some products which we already specify a long shipping date.
4.My tracking number is not working. What should I do?
In most cases, that means your order was just shipped. Tracking numbers can take up to 24-48 hours to be updated.
5.Why was I charged customs fees at delivery?
You may suffer tariffs or taxes on imported goods before they arrive. When ordering from Pandamimi, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped to overseas countries may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
6.Does Pandamimi ship internationally?
Yes, all items on Pandamimi.com can be shipped from Hong Kong or Shenzhen to every parts of the world.
7.Why has only part of my order been shipped?
Please double check your order receipt to ensure that you did in fact order all the items you required. If it is there, but missing from the package or parcel, please advise us which item you didn't receive and will help to check at whether mis-packed and arrange the redelivery for the missing item after our investigation.
If a particular item did in fact go missing during the delivery, kindly use the tracking number we sent you to contact your local DHL or Post Office about the loss within 3 days. At the same time, please send us a scanned copy of the document to help us get a refund from DHL or Post Office. As long as we receive a refund from them, we will arrange a re-shipment for the missing goods or issue a refund to you.
8.Why do I need to pay an extra shipping fee of a DHL remote area?
According to the policy of DHL, if your shipping address is classified as a remote area, you are entitled to pay the surcharge (USD 31.00) for remote area delivery. If above surcharge can not be bored by your end.
1. Please help to advise us if the shipping method can be shifted from DHL to other courier or air mail etc.
2. Or provide us another shipping address but which must be ensured that the new one is not covered as a DHL remote area!
This link can be used to check whether your address is a DHL remote area: http://remoteareas.dhl.com/jsp/first.jsp
9.Can I track my shipment? And how?
You are able to track your shipment depending on the shipping method. The tracking number will be included in the shipment notification email. If you have the tracking number, you can track your shipment at:
For Hong Kong Register Air Mail:
http://app3.hongkongpost.com/CGI/mt/enquiry.jsp
For EMS:
http://www.singpost.com/ra/ra_article_status.asp
For DHL:
http://www.dhl.com/en/express/tracking.html
However, no tracking number is available for Hong Kong Air Mail to track its status.
10.Do you offer bulk shipping discounts?
Sorry, we do NOT offer discounts for bulk shipments. However, the more items in an order, the less the shipping charge will be per item.
11.How can I avoid paying customs fees?
We know that we need to follow their rules and fill out all customs forms properly by marking the package correctly and including the value of the items. If we don't fill out the forms this way, we risk having the shipment returned to us or being prohibited from shipping to that country. To find out how not to be charged customs fees, contact your local customs office for more information. Most countries allow up to a certain value of goods into the country without any additional duties and taxes.
12.I am in [COUNTRY]. If the order is declared over USD [TAX THRESHOLD] then I will be painfully taxed. Can you help me by declaring the goods at [VERY LOW VALUE]?"
Rest assured that we will do our best to help you with import regulations.
If you have special instructions for the waybill and invoice declaration on your orders, you need to tell us these instructions every time you order (using the online checkout comments box). One such example is instructing us to declare the value below a certain value. However, if something unexpected happens about your order because of the low declaration you requested, we shall NOT be responsible for it.
13.Can you always declare a low price? Like, under US$30?
The answer is NO, NOT ALWAYS, because your order value may be much higher than this and declaring that low value would not be feasible.
Provided the value of your order / type/ quantity of the items is suitable for a declaration under $50, we will do our best to help you with this.
However, if something unexpected happens about your order because of the low declaration you requested, we shall NOT be responsible for it.
If you need advice about whether a particular declared value is deemed possible, before you pay, you can check out an order and contact us with your order number. We will then look at the contents of your order and your country and assess what declared value is sensible.
14.Do shipping costs decrease when there are multiple items in an order?
No. When you order multiple items together, your total shipping cost will certainly increase. However, the shipping cost of per item will decrease. You will be shown a total shipping cost that includes any applicable reductions. For certain items, due to significant shipping discounts already offered, the shipping will be added cumulatively, unless multiple items are purchased. Your shipping charge is always as per the website.
15.What should I do if my order is lost /damaged in transit or detained by the custom?
In order to protect the unpredictable loss of our customers' orders, pandamimi.com launched "one dollar insurance project". This insurance policy will cover the loss / Damage occurred from the below situations by providing a refund or re-shipping to the order:
1. Package lost during transit.
2. Any item damaged or lost during transit.
3. Any item or parcel is detained by customs.
Note that we would like you understand that we can not control what happen including the above situations occurred after the goods was picked up by our shipping service provider for delivery. It is NOT our obligation to cover to any kind of possible loss from the above situations. Therefore, would like to suggest you to buy this insurance so that you can get compensations as refund or redelivery if you suffer any kinds of the above situations.
Kindly Reminder: Please check the following points before signing on the receiving receipt:
* the parcel is in good condition
* the seal is complete
* no evidence of cutting or breakage
The parcel might have been opened before you receive it if you find any of the points mentioned above. If you believe your package is missing items, includes incorrect items, or has been damaged or tampered with in any way, it is essential that you communicate this clearly to the courier company's delivery driver at the time of delivery because it will be much more difficult to pursue a claim later if you accept delivery and sign for the goods.
Or if you accidently sign for the package which has the mentioned points and then find the bad situation after the courier staff's leave, please keep the out package and take its photos as well as the damaged inner items as the evidence for compensation from the carrier. Any this kind of bad situation, please contact us at support@pandamimi.com ASAP so that we can give our help in time.
16.Does Pandamimi deliver to PO BOX address?
Yes, we can deliver orders to PO BOX addresses. But you need to choose Air Mail or Register Air Mail as the shipping method, except courier, such as DHL, EMS, etc.
17.I live in Brazil. Are you aware of the special postal regulations in my country?
Our customers in Brazil have informed us that companies importing anything to Brazil are supposed to state their "CNPJ" number, and individuals are supposed to state their "CPF" number on invoices. If you want us to ship your order to Brazil, please make sure you give us the correct "CNPJ" or "CPF" number, so the package can go through customs smoothly.
18.Which shipping method do you ship my order that qualifies for free shipping?
Any items that qualify for free shipping will be shipped via Register Air Mail, with tracking number available.
19.Where will my order shipped from?
We have two warehouses – Shenzhen and Hong Kong, your order will be shipped from one of these two warehouses.
