CrossPanda | Refund & Return Policies

Refund and Resend policy

The processing time is calculated from the moment you place an order on CrossPanda app to the moment that you receive a tracking number from us. It is usually estimated to range from 5 to 7 business days. However, it can vary among different categories and depend on your order volume, quantity of inventories, product scarcity level. Once you successfully place an order on our site, we will send you an email containing the estimated processing time of the order.

1. Processing time

If the actual processing time is longer than we promise, you will receive a 10% refund of your product basecost.

If you have any issues with your orders, please contact our customer service team at contact@crosspanda.com as soon as possible. You will receive our response no later than 2 business days.

If the actual processing time is 10 business days longer than we promise, you can choose either of the following options:

2. Delivery time

Delivery time is calculated from the moment you receive a tracking number from us to the moment your customer receives his order.

Standard Delivery

Our standard delivery time is 12 - 20 business days. Sometimes it might take longer than we estimate due to an unforeseen circumstance beyond our control, such as a strike or severe weather. However, according to our historical data, only 3% out of our total customers experienced this case.

Late Delivery Policy

If the actual delivery time is 45+ business days longer than we promise, you can request a replacement or a full refund of your product basecost.

Clear photos of the defective product that your customer received.
Clear photos of the wrong product (including its size, color, or design, etc) that your customer received.
The original shipping label of the product or its clear photo.

You have the right to request a replacement/refund for all/any defective products that were purchased directly from us within 7 business days of receiving the item(s). Please include the following information in your email to help us process your request quickly:

3. Product defects

4. Refund rejection

CrossPanda reserves the right to refuse all/any refund requests for the following reasons:

The customer doesn’t like the item.
The customer detects an unusual odor on the item.
The customer ordered the wrong item.
The customer provided the wrong shipping address.

Wait for your order to be processed and claim a 30% refund of your product basecost.
Cancel your order and claim a full refund of your product basecost.

Express Delivery

Our express delivery time is 5 to 8 business days. Please note that currently, this type of delivery is only available in the United States, England, Germany, France, Italy, and Spain.

For further information regarding this type of delivery, please contact us by email.

Kindly note that the photos must be captured while the product is still in its original packaging with labels.

After we carefully review your request, if your request is valid for a refund/replacement, you will be notified of the result via email. Kindly note that if you claim a replacement, you will NOT be subject to all/any expenses in delivering the replacement to buyers’ location.