Shipping Policy
PANDAHOMEMART SHIPPING INFORMATION
Thoughtfully Packed. Carefully Shipped.
At PandaHomeMart, we want your order to arrive safely and as smoothly as possible.
We ship tea, botanicals, teaware, gifts, and selected lifestyle products to eligible destinations using available fulfillment and carrier services.
Shipping availability, delivery time, and cost may vary depending on:
Destination
Product Type
Order Weight
Package Size
Fulfillment Location
Carrier Availability
Customs Requirements
This page explains what to expect before and after placing your order.
SHIPPING AT A GLANCE
ORDER PROCESSING
Orders are prepared before shipment.
Processing time may vary depending on:
Product Availability
Order Size
Seasonal Demand
Fulfillment Location
Special Handling Requirements
SHIPPING COST
Shipping charges are shown where available during checkout or calculated according to the applicable shipping method.
TRACKING
Tracking information is provided when available after the order has been shipped.
INTERNATIONAL SHIPPING
International shipping is available to selected destinations.
Product eligibility may vary by country.
CUSTOMS & DUTIES
International customers may be responsible for applicable import duties, taxes, customs fees, and brokerage charges.
WHERE WE SHIP
PandaHomeMart serves customers in Canada and selected international destinations where shipping is available.
Shipping eligibility depends on:
Destination Country
Postal or ZIP Code
Carrier Service
Product Category
Import Requirements
Current Fulfillment Capability
Not every product is available for shipment to every destination.
CANADA SHIPPING
Orders shipped within Canada may be fulfilled using available domestic or cross-border carrier services depending on product location and inventory.
Shipping options and rates may vary by:
Province
Territory
Postal Code
Package Weight
Package Dimensions
Product Type
The available shipping method will normally be shown during checkout where supported.
INTERNATIONAL SHIPPING
PandaHomeMart may ship eligible products to selected international destinations.
International delivery is more complex than domestic delivery and may be affected by:
Customs Clearance
Local Import Regulations
Carrier Availability
Local Postal Services
Weather
Public Holidays
Border Processing
Destination-Specific Restrictions
Please review your shipping information carefully before completing an international order.
SOME ORDERS MAY SHIP FROM DIFFERENT LOCATIONS
PandaHomeMart products may be fulfilled from different warehouses or supply locations depending on inventory and destination.
As a result, one order may occasionally be:
Shipped From Different Fulfillment Locations
or
Separated Into Multiple Packages
When this happens, packages may arrive at different times.
You will not necessarily receive every item in the same parcel.
ORDER PROCESSING
WHAT HAPPENS AFTER YOU ORDER?
Once your order is successfully placed, we begin preparing it for fulfillment.
The process may include:
Payment Verification
Inventory Confirmation
Picking Products
Quality Check
Packing
Shipping Label Preparation
Carrier Handoff
PROCESSING TIME VS SHIPPING TIME
These are two different things.
PROCESSING TIME
The time needed to prepare your order before it leaves the fulfillment location.
SHIPPING TIME
The time from carrier pickup until delivery.
Estimated delivery periods do not normally include processing time unless specifically stated.
DELIVERY ESTIMATES
Delivery estimates are provided as guidance rather than guaranteed delivery dates unless a guaranteed carrier service is specifically stated.
Actual delivery may be affected by:
Carrier Delays
Weather
Customs
Remote Destinations
Public Holidays
Incorrect Addresses
Local Postal Conditions
High-Volume Shopping Periods
We recommend allowing additional time for international orders and during major holiday periods.
SHIPPING RATES
Shipping charges may depend on:
Destination
Order Weight
Package Dimensions
Number of Packages
Carrier
Shipping Method
Product Category
Fulfillment Location
Where available, the applicable shipping charge will be displayed before order completion.
FREE SHIPPING PROMOTIONS
PandaHomeMart may occasionally offer free-shipping promotions.
Free-shipping eligibility may depend on:
Order Value
Destination
Product Category
Promotional Period
Specific Campaign Terms
Free shipping does not necessarily apply to every country, oversized product, wholesale order, or special-order item.
The current promotion terms shown at checkout or on the applicable offer page will apply.
WHOLESALE SHIPPING
Wholesale orders are handled separately from standard consumer shipping.
WHOLESALE SHIPPING IS GENERALLY CALCULATED SEPARATELY.
Standard retail free-shipping promotions do not normally apply to wholesale purchases.
Wholesale shipping may depend on:
Order Weight
Order Volume
Number of Cartons
Destination
Carrier
Customs Requirements
Product Category
For larger wholesale orders, PandaHomeMart may provide a separate shipping quote.
EXPLORE WHOLESALE PROGRAM →
DISTRIBUTOR ORDERS
Customers purchasing through a PandaHomeMart Distributor Partner still place their orders directly through PandaHomeMart.
PandaHomeMart handles:
Payment
Order Processing
Packing
Shipping
Customer Support
Distributor Partners do not normally need to ship customer orders themselves.
EXPLORE DISTRIBUTOR PROGRAM →
ORDER TRACKING
When tracking is available, you may receive a tracking number after your order has been shipped.
Tracking information may take some time to become active after the shipping label is created.
This is normal.
TRACKING STATUS EXAMPLES
You may see statuses such as:
Label Created
Accepted by Carrier
In Transit
Customs Processing
Out for Delivery
Delivered
Tracking language varies by carrier.
WHY HAS MY TRACKING NOT UPDATED?
Tracking may temporarily stop updating because:
The Parcel Is Between Carrier Facilities
The Carrier Has Not Scanned the Package
The Parcel Is in Customs
The Shipment Is Moving Internationally
Local Postal Tracking Is Limited
A Public Holiday Has Interrupted Service
A lack of recent tracking updates does not always mean that the parcel has stopped moving.
MULTIPLE PACKAGES
If your order contains products fulfilled from different locations, you may receive more than one tracking number.
One package may arrive before another.
Please review all tracking information associated with your order before reporting missing items.
INTERNATIONAL CUSTOMS
International orders may be reviewed by customs authorities in the destination country.
Customs processing is outside PandaHomeMart's direct control.
Customs may:
Inspect the Package
Request Additional Information
Assess Duties
Assess Taxes
Delay Release
Restrict Certain Products
Delivery estimates may be extended while a parcel is under customs review.
IMPORT DUTIES & TAXES
Unless specifically stated otherwise, customers are responsible for applicable destination charges such as:
Import Duties
VAT
GST or Other Local Taxes
Customs Fees
Brokerage Charges
Import Processing Fees
These charges are not always included in the product price or shipping charge paid to PandaHomeMart.
Rules vary by destination.
WHO PAYS CUSTOMS FEES?
Unless otherwise stated during checkout or in a specific shipping arrangement, the recipient is responsible for destination customs duties, taxes, and related import charges.
PandaHomeMart cannot reliably predict the exact amount of these charges in every country.
REFUSING A PACKAGE BECAUSE OF DUTIES
If an international package is refused because the recipient does not wish to pay applicable customs charges, the parcel may be:
Returned to Sender
Held by Customs
Abandoned
Disposed of
Additional shipping or handling charges may also occur.
Any refund eligibility will be reviewed according to the applicable return and refund policy after the final status of the shipment is known.
BOTANICAL PRODUCT SHIPPING
Botanical ingredients are subject to destination-specific import rules.
Certain countries may restrict or regulate products such as:
Roots
Seeds
Leaves
Dried Fruits
Fungi
Traditional Botanical Ingredients
Plant-Based Food Products
Some botanical products may therefore be unavailable for shipment to certain destinations even when other PandaHomeMart products can be shipped there.
BEFORE ORDERING BOTANICALS INTERNATIONALLY
International customers are responsible for understanding local import requirements.
If you are unsure whether a botanical product can be imported into your country, we recommend reviewing local customs requirements before ordering.
You may also contact PandaHomeMart with the product name and destination country before placing your order.
CONTACT US →
TEA SHIPPING
Traditional packaged tea can generally be shipped to many destinations, but local import regulations still apply.
Certain destinations may have specific rules related to:
Food Products
Plant Materials
Tea
Labeling
Commercial Quantities
Customs Declaration
International buyers remain responsible for complying with local import laws.
TEAWARE SHIPPING
Teaware may require additional protective packaging.
Products such as:
Teapots
Gaiwan
Tea Cups
Ceramic Tea Sets
Glass Teaware
may be packed with additional protective materials.
Because fragile products may require larger packaging, shipping cost can differ from similarly priced lightweight tea products.
FRAGILE ITEMS
We take reasonable care when packing fragile teaware.
However, shipping carriers handle packages after they leave the fulfillment location.
If an item arrives damaged, please contact us with:
Order Number
Product Name
Photos of the Damaged Item
Photos of the Packaging
Photo of the Shipping Label
Please retain the packaging until your claim has been reviewed.
DAMAGED PACKAGE
If the outside shipping box appears damaged when delivered, take photos before disposing of the packaging.
Useful photos include:
Full Package
Damaged Area
Shipping Label
Inner Protective Packaging
Damaged Product
These details help us evaluate the issue more efficiently.
INCORRECT OR MISSING ITEM
If you believe an item is missing or incorrect:
-
Check whether the order was shipped in multiple packages.
-
Review all available tracking numbers.
-
Compare the products received with your order confirmation.
-
Contact PandaHomeMart if the item is still missing or incorrect.
CONTACT ORDER SUPPORT →
SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address.
Please review:
Recipient Name
Street Address
Apartment / Unit Number
City
Province / State
Postal / ZIP Code
Country
Phone Number where required
before submitting your order.
ADDRESS CHANGES
If you entered the wrong shipping address, contact PandaHomeMart as soon as possible.
We may be able to update the address if the order has not yet entered fulfillment.
Once a package has been shipped, address changes may no longer be possible.
Carrier fees may apply if an address correction service is available.
WRONG ADDRESS AFTER SHIPPING
If a package is shipped to an incorrect address supplied by the customer, PandaHomeMart cannot guarantee recovery or redelivery.
If the package is returned to us, additional shipping fees may apply before it can be sent again.
Refund eligibility may be affected by:
Original Shipping Costs
Return Shipping Costs
Customs Fees
Carrier Charges
Product Condition
UNDELIVERABLE PACKAGES
A parcel may be returned as undeliverable because of:
Incorrect Address
Missing Apartment Number
Recipient Unavailable
Unclaimed Package
Carrier Access Issue
Customs Issue
Refused Delivery
If the package is returned, we will review the order once the return status is confirmed.
Additional shipping charges may apply for reshipment.
UNCLAIMED PACKAGES
Customers are responsible for monitoring tracking and collecting packages where pickup is required.
If a parcel is returned because it was not collected within the carrier's holding period, reshipping fees may apply.
DELIVERY CONFIRMATION
A carrier may mark an order as delivered before the recipient physically finds the package.
If tracking shows Delivered but you cannot locate the parcel:
Check around the delivery area.
Check with household members.
Check your mailbox or parcel locker.
Check with building reception.
Check with neighbors where appropriate.
Review any carrier delivery notes.
If the parcel remains missing, contact the carrier and PandaHomeMart.
LOST PACKAGES
A package may be considered potentially lost when tracking has stopped for an unusually long period or the carrier confirms loss.
PandaHomeMart may need to open an investigation with the shipping provider.
Carrier investigations may require additional time and documentation.
Resolution depends on the specific shipping service and circumstances.
SHIPPING DELAYS
Occasional delays can happen.
Common causes include:
Severe Weather
Wildfires
Snowstorms
Flooding
Carrier Backlogs
Customs Processing
Public Holidays
Labor Disruptions
Transportation Interruptions
Peak Holiday Volume
Remote Delivery Locations
PandaHomeMart cannot guarantee carrier transit times when circumstances are outside our control.
HOLIDAY SHIPPING
Shipping networks may experience increased volume during:
Black Friday
Cyber Monday
Christmas
New Year
Lunar New Year
Other Major Holidays
Orders placed during high-volume periods may require additional processing or transit time.
For gifts, we recommend ordering earlier rather than relying on the final estimated delivery date.
REMOTE LOCATIONS
Delivery to remote or rural areas may require additional time or different carrier services.
Additional shipping charges may also apply.
PO BOXES
PO Box delivery depends on:
Destination
Carrier
Package Size
Product Type
Some carrier services cannot deliver to PO Boxes.
Where possible, provide a physical delivery address for larger or higher-value orders.
SHIPPING TO BUSINESSES
When shipping to a business location, include:
Business Name
Recipient Name
Suite or Unit Number
Complete Address
Phone Number where required
This helps reduce delivery problems.
SHIPPING TO HOTELS
We generally recommend caution when shipping to temporary accommodation.
Delivery may occur:
Before Arrival
After Departure
To Hotel Reception
To an Unsecured Holding Area
Customers should confirm hotel receiving policies before placing an order.
SHIPPING GIFTS
You may ship an order directly to another recipient where checkout options allow.
Please verify the recipient's:
Full Name
Address
Postal Code
Phone Number where required
If the order is a gift, avoid using an address where the recipient may no longer be available by the expected delivery period.
ORDER CHANGES
Once an order enters fulfillment, we may not be able to:
Add Items
Remove Items
Change Products
Change Shipping Method
Change Address
Cancel the Order
Contact us as soon as possible if a change is needed.
ORDER CANCELLATION
Cancellation may be possible before an order enters processing or shipment.
Once fulfillment has begun, cancellation cannot be guaranteed.
If the package has already shipped, the applicable return process may need to be followed instead.
FAILED DELIVERY
If the carrier attempts delivery but cannot complete it, tracking may show:
Delivery Attempted
Notice Left
Available for Pickup
Address Issue
Recipient Unavailable
Follow carrier instructions promptly.
Packages not collected may be returned.
SIGNATURE REQUIREMENTS
Certain orders or shipping methods may require a signature.
Signature requirements may depend on:
Order Value
Destination
Carrier
Product Type
Shipping Service
If signature delivery is required, someone may need to be available to receive the parcel.
CUSTOMER RESPONSIBILITY
Customers are responsible for:
Providing Accurate Shipping Information
Monitoring Tracking
Collecting Packages When Required
Reviewing Import Requirements
Paying Applicable Customs Charges
Contacting Us Promptly When There Is a Delivery Issue
PANDAHOMEMART RESPONSIBILITY
We are responsible for reasonably preparing and handing eligible orders to the applicable shipping provider.
We will also assist with appropriate shipping issues involving:
Incorrect Fulfillment
Confirmed Damage
Missing Items
Carrier Investigations
Other Eligible Order Problems
Resolution depends on the circumstances of each case.
SHIPPING & REFUNDS
Shipping charges are generally treated separately from merchandise refunds.
Original shipping charges may not be refundable unless:
The Order Was Incorrectly Fulfilled
The Shipment Was Cancelled Before Dispatch
Required by Applicable Law
or another approved exception applies.
Please review our full:
RETURNS & REFUNDS POLICY →
WHOLESALE & LARGE ORDERS
Large wholesale orders may require:
Multiple Cartons
Freight or Specialized Shipping
Separate Shipping Quotes
Additional Processing Time
Customs Documentation
Wholesale shipping conditions are governed by the applicable Wholesale Program terms.
VIEW WHOLESALE PROGRAM →
CORPORATE & GIFT ORDERS
Large gift orders may require customized shipping arrangements.
For example:
Multiple Delivery Addresses
Corporate Headquarters Delivery
Event Delivery
Bulk Shipment
Special Packaging
If you are planning a larger gift order, contact us before ordering.
CONTACT CORPORATE & GIFT SUPPORT →
FREQUENTLY ASKED QUESTIONS
HOW MUCH DOES SHIPPING COST?
Shipping cost depends on the destination, order weight, package size, product category, carrier, and available shipping method.
The applicable rate is shown at checkout where supported.
DO YOU OFFER FREE SHIPPING?
PandaHomeMart may offer free-shipping promotions under specific conditions.
Eligibility depends on the current promotion and destination.
Wholesale orders generally do not qualify for standard consumer free shipping.
DO YOU SHIP INTERNATIONALLY?
Yes, to selected eligible destinations.
Product restrictions may apply.
CAN BOTANICAL PRODUCTS BE SHIPPED INTERNATIONALLY?
Some can.
Eligibility depends on the product and destination country's import rules.
CAN MY ORDER COME FROM CHINA?
Some products may be fulfilled from different supply or warehouse locations depending on inventory and destination.
WILL MY ORDER ARRIVE IN ONE PACKAGE?
Not always.
Orders may be divided into multiple shipments when products are fulfilled from different locations.
WILL I RECEIVE TRACKING?
Tracking is provided when available for the selected shipping service.
WHY IS MY TRACKING NOT UPDATING?
International or long-distance packages can sometimes move between facilities without frequent scans.
Customs processing may also temporarily pause tracking updates.
WHO PAYS CUSTOMS DUTIES?
Unless otherwise stated, destination duties, taxes, customs charges, and brokerage fees are the recipient's responsibility.
CAN YOU GUARANTEE A DELIVERY DATE?
Delivery estimates are not normally guaranteed unless a specific guaranteed carrier service is explicitly offered.
WHAT IF MY ORDER ARRIVES DAMAGED?
Contact us with your order number and clear photos of the item, packaging, and shipping label.
WHAT IF MY ORDER IS MISSING AN ITEM?
Check whether the order has multiple tracking numbers first.
If all packages have arrived and an item is still missing, contact PandaHomeMart.
WHAT IF I ENTERED THE WRONG ADDRESS?
Contact us immediately.
If the order has not shipped, we may be able to update it.
Once shipped, changes may not be possible.
WHAT IF MY PACKAGE IS RETURNED TO SENDER?
Contact us after the tracking confirms the return.
Additional shipping charges may apply for reshipment.
CAN I CHANGE MY SHIPPING METHOD AFTER ORDERING?
Possibly, but only if fulfillment has not already begun.
Contact us as soon as possible.
DO WHOLESALE ORDERS GET FREE SHIPPING?
Normally no.
Wholesale shipping is calculated separately.
BEFORE YOU PLACE YOUR ORDER
Please check:
□ Your Full Name
□ Complete Shipping Address
□ Apartment / Unit Number
□ Postal / ZIP Code
□ Country
□ Phone Number If Required
□ Product Import Eligibility
□ Estimated Shipping Cost
□ Customs Responsibilities
A few seconds of review can prevent significant delivery problems later.
AFTER YOUR ORDER SHIPS
01
Save your tracking information.
02
Monitor the shipment.
03
Follow any customs or carrier requests promptly.
04
Collect the package if pickup is required.
05
Inspect the package after delivery.
NEED HELP?
If you have a shipping question, please include:
Order Number
Destination Country
Tracking Number if Available
Product Name
Description of the Issue
This helps us review your request more efficiently.
CONTACT PANDAHOMEMART →
KEEP EXPLORING
ORDER TRACKING
Check the latest available status of your shipment.
TRACK YOUR ORDER →
RETURNS & REFUNDS
Learn what to do if you need assistance after delivery.
VIEW RETURNS & REFUNDS →
FREQUENTLY ASKED QUESTIONS
Find answers to common order and product questions.
VIEW FAQ →
CONTACT US
Need personal assistance?
CONTACT PANDAHOMEMART →
FROM OUR HANDS TO YOUR HOME
Every order begins with a product chosen for a reason.
A tea you want to discover.
A botanical you want to brew.
A teapot you plan to use every day.
Or a gift selected for someone else.
We take care in preparing each eligible order and work with available shipping partners to help bring it to you.
SHOP PANDAHOMEMART →
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