Frequently Asked Questions (FAQ)
FREQUENTLY ASKED QUESTIONS
Everything You Need to Know About Shopping With PandaHomeMart
Have a question about tea, botanicals, teaware, shipping, returns, wholesale, or our Distributor Program?
You may find the answer below.
For anything not covered here, contact PandaHomeMart and we’ll be happy to help.
Tea · Botanicals · Teaware · Eastern Living
SHOPPING & ORDERS
HOW DO I PLACE AN ORDER?
Browse PandaHomeMart, add the products you would like to purchase to your cart, and complete checkout using the available payment and shipping options.
Please review your:
Name
Email
Shipping Address
Products
Quantities
Shipping Method
before submitting your order.
WILL I RECEIVE AN ORDER CONFIRMATION?
Yes.
After a successful order, you should receive an order confirmation at the email address used during checkout.
Please check your spam or promotions folder if you do not see it.
CAN I CHANGE MY ORDER AFTER PLACING IT?
Possibly.
Contact us as soon as possible.
We may be able to change an order before fulfillment begins.
Once an order has entered processing, packing, or shipment, changes may no longer be possible.
CAN I CANCEL MY ORDER?
Cancellation may be possible before fulfillment begins.
Once an order has entered processing or has shipped, cancellation cannot be guaranteed.
If the order has already shipped, you may need to follow the applicable return process after delivery.
CAN I ADD PRODUCTS TO AN EXISTING ORDER?
Once an order has been submitted, adding products may not always be possible.
You may need to place a second order.
Contact us promptly if you need assistance.
I ENTERED THE WRONG SHIPPING ADDRESS. WHAT SHOULD I DO?
Contact PandaHomeMart immediately.
If the order has not yet shipped, we may be able to update the address.
Once the order has shipped, address changes may no longer be possible.
Additional carrier charges may apply if an address correction is available.
SHIPPING
WHERE DOES PANDAHOMEMART SHIP?
PandaHomeMart ships to Canada and selected international destinations where product and carrier availability allow.
Shipping availability depends on:
Destination
Product Type
Carrier
Import Regulations
Fulfillment Location
DO YOU SHIP INTERNATIONALLY?
Yes, to selected eligible destinations.
Certain botanical or plant-based products may have destination-specific restrictions.
CAN MY ORDER SHIP FROM MORE THAN ONE LOCATION?
Yes.
Products may be fulfilled from different warehouses or supply locations depending on inventory and destination.
An order may therefore arrive in multiple packages.
WILL ALL ITEMS ARRIVE AT THE SAME TIME?
Not necessarily.
If an order is divided into multiple shipments, packages may arrive on different days.
Please review all tracking numbers associated with your order.
HOW MUCH DOES SHIPPING COST?
Shipping cost depends on factors such as:
Destination
Order Weight
Package Dimensions
Shipping Method
Product Category
Fulfillment Location
The applicable shipping rate is shown during checkout where supported.
DO YOU OFFER FREE SHIPPING?
PandaHomeMart may offer free-shipping promotions from time to time.
Eligibility may depend on:
Order Value
Destination
Product Category
Promotional Terms
Wholesale orders do not normally qualify for standard consumer free-shipping promotions.
HOW LONG DOES SHIPPING TAKE?
Delivery times vary by destination, carrier, fulfillment location, customs processing, and seasonal conditions.
Processing time and carrier transit time are separate.
Delivery estimates are not normally guaranteed unless a guaranteed shipping service is specifically offered.
WILL I RECEIVE TRACKING?
Tracking information is provided when available.
Tracking may take some time to become active after the shipping label is created.
WHY HAS MY TRACKING STOPPED UPDATING?
Possible reasons include:
Carrier Transfer
Customs Processing
Limited Local Scanning
Public Holidays
Long-Distance Transit
Weather Delays
A temporary lack of tracking updates does not necessarily mean the package has stopped moving.
MY TRACKING SAYS DELIVERED, BUT I CANNOT FIND MY PACKAGE.
First check:
Mailbox
Front Door
Parcel Locker
Building Reception
Household Members
Neighbors Where Appropriate
Carrier Delivery Notes
If you still cannot locate the package, contact the carrier and PandaHomeMart.
INTERNATIONAL ORDERS
WILL I HAVE TO PAY CUSTOMS DUTIES OR TAXES?
Possibly.
International customers may be responsible for:
Import Duties
VAT
GST
Customs Fees
Brokerage Charges
Local Taxes
Unless otherwise stated, these charges are the responsibility of the recipient.
ARE CUSTOMS FEES INCLUDED IN THE PRODUCT PRICE?
Not always.
Customs and destination charges may be assessed separately by local authorities or carriers.
WHAT IF I REFUSE A PACKAGE BECAUSE OF CUSTOMS FEES?
The package may be:
Returned
Held
Abandoned
Disposed Of
Refund eligibility will depend on the final shipment status and any non-recoverable shipping, customs, or carrier charges.
CAN ALL BOTANICAL PRODUCTS BE SHIPPED INTERNATIONALLY?
No.
Certain countries restrict or regulate:
Roots
Seeds
Leaves
Dried Fruits
Fungi
Traditional Botanical Ingredients
Other Plant-Based Products
If you are unsure, contact us before ordering.
RETURNS & REFUNDS
WHAT IS YOUR RETURN WINDOW?
Eligible products may generally be requested for return within:
30 DAYS OF DELIVERY
Product-specific conditions apply.
HOW LONG DO I HAVE TO REPORT DAMAGE?
Please report damaged, incorrect, or materially defective products within:
7 DAYS OF DELIVERY
where possible.
CAN I RETURN OPENED TEA?
Generally no.
Tea is a consumable product, and opened tea is normally not returnable for preference-based reasons.
CAN I RETURN OPENED BOTANICALS?
Generally no.
Opened botanical and food-style products are normally non-returnable for food-safety reasons.
CAN I RETURN UNOPENED TEA OR BOTANICALS?
Potentially, yes.
The product generally must:
Remain Fully Sealed
Be Unused
Remain in Resalable Condition
Be Within the Return Period
Receive Prior Return Authorization
CAN I RETURN TEAWARE?
Eligible unused teaware may generally be returned within 30 days if it remains:
Unused
Unwashed
Undamaged
Complete
In Original Condition
In Original Packaging
WHO PAYS RETURN SHIPPING?
For standard change-of-mind returns, the customer generally pays return shipping.
If PandaHomeMart made a verified fulfillment error, a different arrangement may apply.
ARE ORIGINAL SHIPPING CHARGES REFUNDABLE?
Original shipping charges are generally non-refundable for standard change-of-mind returns.
HOW WILL I RECEIVE MY REFUND?
Approved refunds are generally issued to the original payment method.
HOW LONG DOES A REFUND TAKE?
After PandaHomeMart issues an approved refund, your bank or payment provider may require approximately:
5–10 BUSINESS DAYS
to display the funds.
Actual timing varies by payment provider.
CAN I EXCHANGE A PRODUCT?
Direct exchanges may not be available for every item.
In some cases, you may need to return the eligible product and place a new order.
CAN I RETURN A SALE ITEM?
Yes, unless it is specifically marked:
FINAL SALE
or otherwise identified as non-returnable.
CAN I RETURN A FINAL SALE ITEM?
Generally no for change-of-mind reasons.
Applicable rights relating to defective or incorrectly supplied goods remain subject to applicable law.
DAMAGED OR INCORRECT ORDERS
WHAT IF MY TEAWARE ARRIVES BROKEN?
Contact us within 7 days and provide:
Order Number
Product Photo
Packaging Photo
Shipping Box Photo
Shipping Label Photo
Please keep the damaged product and packaging until the claim has been reviewed.
WHAT IF MY TEA OR BOTANICAL PRODUCT ARRIVES OPEN OR DAMAGED?
Do not consume a product if the packaging appears compromised or contaminated.
Contact us and provide clear photos.
WHAT IF I RECEIVED THE WRONG ITEM?
Contact us with:
Order Number
Product Received
Product Expected
Photo of the Item
If we confirm a fulfillment error, we will determine the appropriate resolution.
WHAT IF AN ITEM IS MISSING?
Check whether your order was divided into multiple shipments.
If all packages have arrived and an item is still missing, contact PandaHomeMart.
TEA
WHAT IS THE DIFFERENCE BETWEEN GREEN, WHITE, OOLONG, BLACK, AND PU-ERH TEA?
These teas are all generally made from Camellia sinensis, but different processing methods create different flavors and characteristics.
GREEN TEA
Fresh · Vegetal · Light
WHITE TEA
Soft · Floral · Mellow
OOLONG
Floral · Roasted · Complex
BLACK TEA
Rich · Malty · Warm
PU-ERH
Deep · Earthy · Evolving
Visit our:
TEA GUIDE →
WHICH TEA IS BEST FOR BEGINNERS?
There is no single best tea.
Good starting points include:
Longjing
White Peony
Tie Guan Yin
Dian Hong
Jasmine Tea
Choose according to the flavors you already enjoy.
WHICH TEA SHOULD I CHOOSE IF I LIKE FLORAL FLAVORS?
Try:
Jasmine Tea
Tie Guan Yin
Phoenix Dan Cong
White Peony
WHICH TEA SHOULD I CHOOSE IF I LIKE RICH FLAVORS?
Try:
Dian Hong
Jin Jun Mei
Keemun
Da Hong Pao
Ripe Pu-erh
WHICH TEA SHOULD I CHOOSE IF I LIKE EARTHY FLAVORS?
Ripe Pu-erh is a good place to begin.
Aged white tea and selected darker teas may also offer deeper woody characteristics.
HOW MUCH TEA SHOULD I USE?
For everyday brewing, a useful starting point is:
3–5 G PER 250 ML
Adjust according to tea type and personal taste.
WHY DOES MY GREEN TEA TASTE BITTER?
Possible causes include:
Water Too Hot
Steeping Too Long
Too Much Tea
Try:
80–85°C water
and
1–2 minute infusions
as a starting point for many green teas.
CAN TEA LEAVES BE BREWED MORE THAN ONCE?
Yes.
Many quality loose-leaf teas can be infused multiple times.
Oolong, pu-erh, white tea, and many whole-leaf teas work especially well with repeated infusions.
DOES TEA CONTAIN CAFFEINE?
Traditional tea made from Camellia sinensis naturally contains caffeine.
Actual caffeine varies depending on:
Tea Variety
Leaf Material
Tea Quantity
Water Temperature
Steeping Time
Brewing Method
Dark tea does not automatically contain more caffeine than light tea.
BOTANICALS
ARE BOTANICAL INFUSIONS THE SAME AS TRADITIONAL TEA?
Technically, no.
Traditional tea comes from:
Camellia sinensis
Botanical infusions may be made from:
Flowers
Fruits
Roots
Leaves
Seeds
Grains
Other Plant Ingredients
CAN BOTANICALS BE MIXED WITH TEA?
Yes.
Popular combinations include:
White Tea + Rose
Green Tea + Jasmine
Oolong + Osmanthus
Black Tea + Jujube
Pu-erh + Dried Tangerine Peel
Visit:
RECIPES & PAIRINGS →
HOW MANY BOTANICAL INGREDIENTS SHOULD I MIX?
For beginners, start with:
2–3 INGREDIENTS
A simple blend is usually easier to balance.
HOW DO I BUILD MY OWN BOTANICAL BLEND?
Use this simple structure:
1 Base + 1 Main Botanical + 1 Optional Accent
Visit:
BUILD YOUR OWN BOTANICAL BLEND →
DO BOTANICALS CONTAIN CAFFEINE?
Many botanical ingredients do not naturally contain caffeine.
However, blended products may contain traditional tea or another caffeine-containing ingredient.
Always review the ingredient list.
CAN I DRINK BOTANICAL INFUSIONS EVERY DAY?
Suitability depends on the specific ingredient, amount, product directions, and personal circumstances.
Different botanical ingredients should not all be treated as interchangeable.
ARE BOTANICALS MEDICINE?
PandaHomeMart presents botanical ingredients primarily for food, beverage, traditional, cultural, and everyday lifestyle use unless otherwise stated.
Traditional use should not be interpreted as proof that an ingredient can diagnose, treat, cure, or prevent a medical condition.
TEAWARE
WHAT TEAWARE IS BEST FOR BEGINNERS?
For simple everyday brewing:
Infuser Mug
For learning traditional loose-leaf brewing:
Porcelain Gaiwan
For sharing:
Small Teapot + Cups
WHAT SIZE GAIWAN SHOULD I BUY?
A practical general-purpose starting range is approximately:
100–150 ML
WHAT SIZE TEAPOT IS BEST FOR TWO PEOPLE?
For Gongfu-style brewing:
120–220 ML
is often a practical range.
For longer Western-style brewing, choose a larger pot.
WHICH MATERIAL IS BEST?
PORCELAIN
Neutral and versatile.
GLASS
Excellent for visual brewing and botanicals.
GLAZED CERAMIC
Flexible for everyday use.
UNGLAZED CLAY
Often used for dedicated tea brewing.
No single material is best for every person.
CAN I USE ONE GAIWAN FOR DIFFERENT TEAS?
Yes.
Glazed porcelain is especially versatile and can be used across many traditional tea categories.
DO I NEED A FULL GONGFU TEA SET?
No.
A simple setup can be:
Gaiwan + Tea Cup
You can add a fairness pitcher, tea tray, and accessories later.
DO I NEED A TEA TRAY?
No.
It becomes more useful if you practice Gongfu brewing frequently.
WHAT TEAWARE IS BEST FOR BOTANICAL INFUSIONS?
Glass teaware is especially useful because it allows you to see:
Flowers
Fruit
Tea Color
Ingredient Expansion
TEA STORAGE
WHAT IS THE BEST WAY TO STORE TEA?
For most everyday tea:
COOL · DRY · DARK · SEALED · ODOR-FREE
SHOULD I REFRIGERATE TEA?
Some freshness-focused teas, particularly certain green teas, may benefit from cool storage when properly sealed.
Refrigeration is not necessary for every tea.
IF I REFRIGERATE GREEN TEA, WHEN SHOULD I OPEN IT?
Allow the sealed package to return to room temperature before opening.
This helps reduce condensation risk.
SHOULD PU-ERH BE REFRIGERATED?
Generally no.
Pu-erh has different storage goals from freshness-focused green tea.
CAN I STORE TEA IN A GLASS JAR?
Yes, if the container seals well and is stored in a dark place.
Avoid direct sunlight.
CAN I STORE TEA NEAR COFFEE OR SPICES?
It is better not to.
Tea can absorb strong surrounding odors.
DOES TEA EXPIRE?
Tea may lose aroma and flavor over time.
Poorly stored tea can also become unsuitable for consumption.
Freshness and aging potential depend on tea type.
IS OLDER TEA ALWAYS BETTER?
No.
Some teas are designed to be enjoyed fresh.
Others, such as selected pu-erh and white teas, may develop through appropriate aging.
DISTRIBUTOR PROGRAM
WHAT IS THE PANDAHOMEMART DISTRIBUTOR PROGRAM?
The Distributor Program allows approved partners to recommend PandaHomeMart products and earn commission on qualifying purchases.
PandaHomeMart handles:
Payment
Order Processing
Packing
Shipping
Customer Service
DO DISTRIBUTORS NEED TO BUY INVENTORY?
No.
The standard Distributor Program does not require inventory purchases.
WHAT IS THE COMMISSION RATE?
The standard commission structure is:
STARTER PARTNER
10%
GROWTH PARTNER
12%
PREMIUM PARTNER
15%
Partner levels are subject to applicable program terms.
CAN DISTRIBUTORS EARN COMMISSION ON THEIR OWN PURCHASES?
YES.
Eligible personal purchases made through the approved distributor tracking method may earn commission at the partner's current rate.
CAN DISTRIBUTORS BUY PRODUCTS AS GIFTS AND EARN COMMISSION?
Eligible personal purchases, including genuine gift purchases, may qualify under the Distributor Program rules.
WHO SHIPS DISTRIBUTOR CUSTOMER ORDERS?
PandaHomeMart.
Distributor customers order directly through PandaHomeMart.
DO DISTRIBUTORS HANDLE CUSTOMER SERVICE?
No.
PandaHomeMart handles customer service for purchases completed directly through our website.
DO I NEED A LARGE SOCIAL MEDIA FOLLOWING?
No.
Relevant audiences, trusted customer relationships, and genuine recommendations can matter more than follower count.
CAN I BECOME A DISTRIBUTOR WITHOUT SOCIAL MEDIA?
Potentially, yes.
Independent distributors, community leaders, bloggers, and partners with customer networks may apply.
WHAT HAPPENS TO COMMISSION IF AN ORDER IS RETURNED?
Commission related to refunded merchandise is adjusted or reversed.
CAN I BE BOTH A DISTRIBUTOR AND WHOLESALE PARTNER?
Potentially, yes.
The programs operate differently and may require separate approval.
Wholesale pricing and Distributor commission cannot normally be combined on the same transaction.
EXPLORE DISTRIBUTOR PROGRAM →
WHOLESALE PROGRAM
WHO CAN APPLY FOR WHOLESALE?
Wholesale applications are welcome from businesses such as:
Tea Shops
Wellness Stores
Gift Shops
Lifestyle Boutiques
Specialty Food Stores
Online Retailers
Hospitality Businesses
Studios
Corporate Buyers
WHAT IS THE MINIMUM OPENING WHOLESALE ORDER?
CAD $500
in eligible merchandise before shipping, taxes, duties, and other applicable charges.
WHAT IS THE MINIMUM REORDER?
CAD $300
for approved wholesale accounts.
WHAT ARE THE WHOLESALE DISCOUNTS?
CAD $500–$999
30% OFF
CAD $1,000–$1,999
35% OFF
CAD $2,000+
40% OFF
on eligible wholesale products.
CAN I MIX DIFFERENT PRODUCTS TO REACH THE MINIMUM?
Yes.
Eligible products from multiple approved PandaHomeMart categories may generally be combined in one qualifying wholesale order.
DO WHOLESALE ORDERS GET FREE SHIPPING?
Normally no.
Wholesale shipping is calculated separately.
DO WHOLESALE PARTNERS EARN COMMISSION?
No.
Wholesale partners normally earn through their retail margin.
CAN WHOLESALE DISCOUNTS BE COMBINED WITH DISTRIBUTOR COMMISSION?
Normally no.
The same order cannot generally receive both:
Wholesale Pricing
and
Distributor Commission.
CAN I SELL PANDAHOMEMART PRODUCTS ONLINE?
Yes, through approved sales channels.
Third-party marketplaces may require separate authorization.
CAN I SELL ON AMAZON, EBAY, OR OTHER MARKETPLACES?
Not automatically.
Separate approval may be required for third-party marketplaces.
CAN INTERNATIONAL BUSINESSES APPLY?
Yes, subject to shipping availability, import regulations, product eligibility, and program approval.
CAN I RETURN UNSOLD WHOLESALE INVENTORY?
Generally no.
Wholesale inventory is purchased for business resale and is not normally returnable simply because it did not sell.
EXPLORE WHOLESALE PROGRAM →
PARTNERSHIPS
WHAT IS “BECOME A PARTNER”?
Become a Partner is the main PandaHomeMart partnership gateway.
It may include:
Distributor Partnerships
Creator Partnerships
Wholesale
Corporate & Gift Opportunities
Brand Collaborations
DO YOU WORK WITH CREATORS?
Yes.
PandaHomeMart welcomes relevant creators in areas such as:
Tea
Wellness
Slow Living
Food
Culture
Lifestyle
Home
Gifting
DO I NEED A LARGE AUDIENCE?
No.
Audience quality, relevance, trust, and engagement may matter more than raw follower count.
DO YOU OFFER CORPORATE GIFTING?
Selected corporate, event, organizational, and gift opportunities may be available.
Contact us with:
Quantity
Budget
Destination
Product Interests
Timeline
PAYMENTS
WHAT PAYMENT METHODS DO YOU ACCEPT?
Available payment methods are shown during checkout.
Payment options may vary by country, device, and checkout provider.
WHEN IS MY CARD CHARGED?
Payment is processed according to the checkout method selected when the order is submitted.
WHY WAS MY PAYMENT DECLINED?
Possible causes include:
Incorrect Card Information
Billing Address Mismatch
Bank Security Review
Insufficient Funds
International Transaction Restrictions
Payment Provider Limitations
Contact your payment provider if the issue continues.
IS CHECKOUT SECURE?
PandaHomeMart uses supported payment and checkout systems designed to process transactions securely.
Please do not send full payment card details through email or contact forms.
PRODUCT INFORMATION
ARE PRODUCT PHOTOS EXACTLY THE SAME AS THE ITEM I WILL RECEIVE?
We aim to represent products accurately.
However, natural or handmade variation may occur.
Examples include:
Botanical Color
Tea Leaf Appearance
Ceramic Glaze
Wood Grain
Hand-Finished Details
Minor natural variation does not automatically indicate a defect.
ARE TEAWARE CAPACITIES EXACT?
Capacities may be approximate.
Handmade or traditionally produced vessels can vary slightly from piece to piece.
CAN PRODUCT PACKAGING CHANGE?
Packaging may occasionally be updated.
Minor packaging differences may occur without changing the underlying product.
TEA FLAVOR MATCHING
HOW DO I FIND A TEA BASED ON FLAVOR?
Start with one of these directions:
FRESH
Green Tea
FLORAL
Jasmine Tea / Oolong
MELLOW
White Tea
ROASTED
Wuyi Oolong
RICH
Black Tea
EARTHY
Pu-erh
Visit:
TEA FLAVOR MATCHING →
TEA COMPARISON
HOW DO I COMPARE TWO TEAS?
Compare:
Flavor
Body
Aroma
Brewing Temperature
Brewing Style
Teaware
Multiple Infusions
Visit:
TEA COMPARISON TOOL →
RECIPES & PAIRINGS
WHAT ARE SOME EASY TEA + BOTANICAL COMBINATIONS?
Start with:
White Tea + Rose
Green Tea + Jasmine
Oolong + Osmanthus
Black Tea + Jujube
Pu-erh + Dried Tangerine Peel
Visit:
RECIPES & PAIRINGS →
CONTACT & SUPPORT
HOW DO I CONTACT PANDAHOMEMART?
Visit our:
CONTACT US →
page and select the topic that best matches your question.
WHAT INFORMATION SHOULD I INCLUDE FOR AN ORDER QUESTION?
Please include:
Order Number
Name
Email Used at Checkout
Product
Description of the Issue
Photos may be requested for damaged or incorrect products.
WHAT SHOULD I INCLUDE FOR A WHOLESALE INQUIRY?
Include:
Business Name
Website
Country / Region
Business Type
Products of Interest
Estimated Opening Order
WHAT SHOULD I INCLUDE FOR A DISTRIBUTOR APPLICATION?
Include:
Name
Country / Region
Website or Social Channels
Audience or Customer Network
How You Plan to Promote PandaHomeMart
QUICK LINKS
SHOPPING
SHOP PANDAHOMEMART →
SHIPPING
SHIPPING INFORMATION →
RETURNS
RETURNS & REFUNDS →
TRACKING
TRACK YOUR ORDER →
CONTACT
CONTACT US →
DISTRIBUTORS
DISTRIBUTOR PROGRAM →
WHOLESALE
WHOLESALE PROGRAM →
DISCOVER
TEA GUIDE
Understand the major tea families.
EXPLORE TEA GUIDE →
BOTANICAL INGREDIENT LIBRARY
Learn about flowers, fruits, roots, leaves, grains, and traditional botanicals.
EXPLORE BOTANICALS →
RECIPES & PAIRINGS
Discover simple tea and botanical combinations.
EXPLORE RECIPES →
BUILD YOUR OWN BOTANICAL BLEND
Create a blend based on the flavors you enjoy.
BUILD YOUR BLEND →
TEAWARE SELECTION GUIDE
Choose teaware for the way you actually drink tea.
CHOOSE YOUR TEAWARE →
TEA STORAGE GUIDE
Learn how to protect different tea styles.
EXPLORE STORAGE →
TEA COMPARISON TOOL
Compare teas side by side.
COMPARE TEA →
TEA FLAVOR MATCHING
Find tea by fresh, floral, mellow, roasted, rich, or earthy flavor.
FIND YOUR TEA →
TEA JOURNAL
Read stories, guides, recipes, brewing knowledge, and seasonal tea inspiration.
READ THE JOURNAL →
STILL HAVE A QUESTION?
If you cannot find what you need here, send us a message.
Tell us what you are looking for, and we will do our best to point you in the right direction.
CONTACT PANDAHOMEMART →
PandaHomeMart
Tea · Botanicals · Teaware · Eastern Living