Refund, Return and Resend policy

Normally, our average processing time is from 5-7 business days, however, depending on categories, quantity of inventories, quantity of your order, product scarcity level, you should contact our staff to ensure the days of processing time. This will be one of the most important pieces of evidence to assist you in the claim process.

1. Late processing time

If processing time has been over the day that our staff committed about processing time, the order has not been sent to the carrier, you could request a 10% refund of the price in our quotation and we still processing your orders.

If you have an issue with your order, please make a claim on the CrossPanda or send us an email explaining the issue via contact@crosspanda.com. Our customer service team will reply back to you and your issue will be processed no longer than 2 business days.


CrossPanda will make a Refund, Resend, or Accept the Return for any of the following cases:

If the processing time has been over 10 business days since the day our staff committed, you could request a 30% refund of the price in our quotation and we will still processing your orders or request a cancellation and 100% refund.

2. Late delivery

Normally, our average shipping time is about 12 - 20 business days from the day inventories are received by our courier. From our historical data, there is about only 3% of the orders delivered later than 20 working days. It is unavoidable given a large number of orders processed, seasonal factors and varied locations of the receivers. Here is the list of countries that we are supporting to ship and detail shipping time.

We also provide an express shipping line which takes 5 to 8 business days. This line covers the United States, England, Germany, France, Italy and Spain. Please contact our team for the quotation.

If it takes over 45 business days (counting from the date that the order departed from our warehouse ) and it has not been delivered, we will send a replacement to your customers or you could request a refund equal to the price in our quotation

  • Clear photos of quality issues and/or any damage of the actual product; Please note that photos of the damaged product must be captured while it is still placed in the shipping package;
  • Photos of the wrong product delivered, or photos of the actual product in the wrong size, color, or artwork printed. Please note that the product must be in its original condition and have not been used
  • The original shipping label of the product or its image.

In order to best resolve your issue, you should provide all relevant materials for us to investigate the issue, including:

7 business days after your buyers receive their orders, if there is any damage caused by the manufacturing defect or during delivery, we will resend to your customer a replacement. All the replacement costs are covered by us. If your customer demands a refund instead, you could request a refund equal to the price in our quotation.

3. Product defect

4. The Dispute Which is not CrossPanda's Faults

CrossPanda will not accept any disputes that buyer received with reasons as below:

  • The buyer does not like it.
  • The description is not real.
  • Products smell unusual.
  • The buyer ordered the wrong items or SKUs.
  • The shipping address provided incorrectly

Nevertheless, if the wrong sizes/address or any issues caused by the buyers’ mistakes, such as careless product information check before purchasing their orders, we’ll send them a replacement if they agree to be responsible for the round-trip shipping cost.

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