FAQ
Before you purchase
1. When you place an order through the platform, it is deemed that you have entrusted the customization service provider to purchase the original brand products for you and provide customization services according to the customization plan you choose.
2. The price displayed on the customized product purchase page includes the customization service fee of the customization merchant and the cost of purchasing the original brand products on your behalf.
How to maintain and clean properly
1. Customized shoes and clothing can be worn and washed normally, but avoid violent wearing, scratches with sharp objects, and high-concentration organic solvents during use.
2. When washing and caring for customized shoes and clothing, please do not use a hard brush and chemical-containing rinsing agents and decolorizers to avoid fading the pigment.
Can l request my own design?
Yes! Of course! We would love for you to participate in our customization process and share your customization ideas. You can follow us, we will also hold customization community services regularly
Is the paint durable?
Yes! The paint is crack, water resistant and 100% wearable, however damage can be caused through misuse.
Are your products sustainable?
All our shoes tag are made with water bottle cap that collected from PandaUFO ‘PICK UP ACTION’ team in Himalayas.
Do you ship internationally?
Yes we do! Check out our Shipping Options Page for more information on worldwide shipping
How long does it take to get my products?
All our products are made to order, our turnaround time can be up to 7 days.
Standard Shipping: $0.00 (Free)
Order Arrival: 7-16 business days, depending on location
Free standard shipping on all orders
Express Shipping: $50.00
Order Arrival: 4-7 business days
Who does PandaUFO ship with?
We ship our packages via UPS, FedEx, USPS or Canada Post.
Why didn’t I get an email about my order delivery?
After placing the order, it may take us 7-10 working days to prepare your order. Because all products are customized, we need some time to carefully process your products and ensure the quality!
Is there free shipping?
Yes, we offer free shipping for all orders. Go shop your sneakers now!
How can I track my order?
Once your order is processed and shipped, you will receive an email with your tracking number. You can use this number to track your package on our website or the carrier’s website.
I still haven’t received my package. Where is my order?
Your estimated delivery date including processing time and delivery time – please allow up to this date for your order to arrive. Please check the Shipping Info page for details. You’ll be able to follow your order as it’s been sent with trackable service. To check this, all you need to do is log into your account and check “Track Order Details” under “My Orders” to follow your parcel. If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Care Team with Live Chat or Email for further help.
Do you offer refunds?
As all of our customs are made to order, we do not offer refunds or exchanges so please be sure of your size before placing an order.
Please enquire for more information about ourRefund policy.
How do l return my order?
PandaUFO wants you to be happy with your purchase. But everything is hand-crafted and made to order therefore all sales are final and we do not offer refunds or exchanges. Please be sure of your size before placing an order with us. So be sure to have a live chat with us first.
Please enquire for more information about our Refund policy.
Why is my credit/debit card not being accepted?
The billing address and phone number provided must match the information currently on file with your bank. If you feel there’s an error, we recommend getting in contact with your banking institution or rechecking the information entered in the required fields.
I accidentally entered the wrong apartment number. Can l change it after the order has been placed?
Reach out to our Customer Care team immediately. We’ll make every effort to change the address information as long as your order has not yet been processed or shipped.
Can l change my address after my order has been placed?
Reach out to our Customer Care team immediately. We’ll make every effort to change the address information as long as your order has not yet been processed or shipped.
I received a package with no sender information. Can you please tell me who sent it?
If you received a gift and do not know who sent it, we’re happy to help. Please reach out to our Customer Care team and provide the order information found on the slip in your box so that we can best assist you.
Can l change my payment method after the order is placed?
Unfortunately no. Once you have checked out, we’re not able to change the payment method on the order.
Why am l being charged foreign transaction fees when using PayPal?
We’re sorry for the inconvenience. We’re currently working with PayPal to make some process updates, but in the meantime foreign transaction fees may still apply.
Can I change my email address after the order has been placed?
Unfortunately no. Once you have checked out, we can’t change the email address attached to the order, but please contact our Customer Care team and they’ll be happy to provide you with your order information.