Cancellation & Modification Policy

Your order is only eligible to be cancelled and modified within the first 2 hours of placing the order and a management and processing fee (8% of your total order value) will be applied for the cancellation. After that time, the order is locked for processing and no information including product or shipping address details can be modified/cancelled.

If you want to place any request (including changing order details, shipping method, etc), please email us at: support@thefamilypanda.com, our customer support team will be happy to assist you.

NOTE:

  • Please keep in mind that purchasing means accepting all the terms mentioned above.

  • PayPal is the ONLY transaction means available for extra payment requests. If you do not have a PayPal account, please contact support@thefamilypanda.com for further instructions.

 Frequently Asked Questions

How long does production take?

All of our products are made to order. Production typically takes 1–5 business days, depending on the product type and personalization details.

Can I change my personalization after placing an order?

Because we begin production quickly, changes are not guaranteed. If you notice a mistake, please contact us as soon as possible at support@thefamilypanda.com and we’ll do our best to help.

Can I cancel my order?

Orders can only be canceled within 2 hours after being placed. Once production has started, cancellations are no longer possible since the item is custom-made just for you.

How can I request a replacement/refund?

We stand behind our quality and offer a 100% quality guarantee on any items purchased from our store. If there is any problem with the item you received, please send a photo of the defective item to us via our email: support@thefamilypanda.com within 30 days since the delivery day. We’ll make it right!

What payment methods and currency do you accept?

​​Our payment methods include:

  • Credit, debit, and prepaid cards
  • Paypal
  • Apple Pay is currently available, but it is only visible when you use Safari on iPhone, iPad or Mac.

Currently, currency accepted in our store is USD. Remember to check the exchange rate before completing your purchase.

How can I contact your customer support?

Your complete satisfaction is our responsibility. Please contact us via email: support@thefamilypanda.com. We’re always here to get your concerns and issues sorted out. 

Didn't find what you were looking for?

We strive to provide the most up-to-date information. If you need further assistance, please reach out through our email: support@thefamilypanda.com, and we'll get back to you as soon as possible.