F.A.Q.
Your order will be shipped the same day if received before 4:00 PM Monday to Friday.
Orders received on Saturdays, Sundays, and Holidays will be shipped the next first working day.
In some cases, an order may not appear immediately with a status of Shipped.
This would mean that the order has not been fully processed in our system or we do not have confirmation of the status from the carrier.
In the event of a problem with shipping an order, our customer service department will contact you as soon as possible.
Tracking the status of your order is available only for registered customers on www.panda-bg.com.
You can do this after logging in to your account in the My Orders menu
The tracking number will appear in the order tracking section.
Note: Some delivery methods other than those listed on the website may not provide tracking information.
The postage for an order is calculated from the volumetric weight of the products according to the tariff of the couriers listed the online store.
In order to calculate the delivery cost, you need a valid phone number and your address data (or selected courier office).
It is possible that the same cannot be calculated by the site in special cases:
Total weight of the products is over 30kg
The volumetric weight of the products requires them to be sent as "palette" shipment
Using "Quick order" without delivery data, which is obtained after we contact you.
Temporarily unavailable connection to the carrier server
Due to the irrevocable process of a completed (including paid online) order, the same cannot be canceled by you on the site after.
You still have the possibility to cancel an order placed before the ordered goods are prepared for delivery to a carrier.
You can request such a cancellation in accordance with the site's terms and conditions for canceling an ordered product by calling 070018880 before 4:00 p.m. on the day of the order or, within the meaning of the Bulgarian Consumer Protection Act, to take the opportunity within the 14-day period for canceling the contract.
After receiving and processing the cancellation request, your order will be canceled in our system, and the ordered goods will not be sent to you. This will automatically be reflected in your profile on the site.
In the event that your request to cancel the order is received and processed by us after the goods have already been taken by carrier, we will not be able to cancel the order especially outside Bulgaria. In such a case, the conditions for withdrawal from the distance contract and for returning goods apply.
Only unused, unpacked goods, with preserved unopened packaging, without removed protective bands, foil etc, can be accepted.
Please, send the goods you wish to return to the following address: Burgas, Tsar Simeon Str. 131, "Panda 3 Co.,.Ltd". It is mandatory to attach the receipt and/or invoice for the purchased goods to the goods you are returning.
Refunds for paid orders are made only to the bank account specified by you. The price you actually paid for the goods under the canceled/cancelled order will be refunded to you within 14 days of canceling the order in our system.
The availability announced on the site is for goods in stock and ready to be shipped by 4:00 PM the same business day.
If in processing your order we determine that there is insufficient availability or have any complains about the product, we will contact you at the contacts indicated. There are cases it may have been in responsibility by the supplier or manufacturer.
After placing an order and cases as above, we will inform you in what time delay we expect the product (quantity) to be available for order. We may also send only the available products (quantities), only after your confirmation.
Paid online orders will be processed with a full refund or the difference with the products subjects on shortage.
We always strive to ensure that products not matched the established standards are not allowed for sale and to maintain the announced stock to fully satisfy the needs of consumers.
In the description of the offered goods, we try to show the most important features for them. If you need more data about functionalities of the product, you can always contact us for assistance.
Our goods are carefully packaged for delivery in accordance of requirements of the carrier.
We know that despite the precautions, damage to the shipment may occur.
If you find any upon receipt, in order to place complain about the Carrier's responsibility please, contact our Customer Service department at support@panda-bg.com or by phone at 070018880.
For the return of products from an order to us, delivery to a Carrier's office is accepted.
The return of amounts paid by the customer is made by us only to a bank account.
We currently deliver orders only to the EU countries.
We can deliver products to other countries outside the EU, after you have been informed of additional shipping costs for the order.
If you do not find postage data for your country, please send us an email or you do not need more information. We will do our best to satisfy your request.
Some international orders may be subject to additional shipping fees or processing by domestic carriers of each country, which are beyond our control.
The recipient of the shipment is responsible for paying all subsequent shipping fees, as well as customs fees.
The responsibility for whether the products you purchase are allowed to enter the recipient country lies with the recipient and is subject to regulations outside our competence.
Panda Co., Ltd does not assume responsibility for orders to customers through other unauthorized persons for their purchases, incorrect delivery and billing data, as this is not considered a reason for a complaint and the costs incurred are not refunded.
To make it easier for you to find the right product, you can use data filtering for multiple visualized products in their category.
Select a category and subcategory for the products to which the product you are looking for belongs.
Check the value of the data that is important to you in the attribute filter.
With parametric filtering, after each selection of attribute data, the requested products will automatically update.
You can contact our customer service team at support@panda-bg.com or by phone at 070018880, 8:00-18:00h, Monday to Friday.
Substitute products are functionally similar in form and application to the original, with possible differences in color, external shape, packaging.
An Exact substitute is a product that is functionally identical (same shape and function), but with a different designation from different manufacturers.
An Improved substitute is a product that has technical improvements to a previous version from the same manufacturer.
Use our technical support is from 9:00 - 18:30, Monday-Friday via:
Email to Customer Service: support@panda-bg.com
Contact Customer Service: at 070018880, 8:00 a.m. - 6:00 p.m. Monday-Friday
Before placing an order, the data in the "Order Comment" field allows you to write comments to it that will help us to more accurately fulfill it.
For registered users, the same will be saved in the correspondence regarding the order.
We strive to ensure availability and competitive prices for users with long-term planned consumption of our products.
You can do this with the inquiry link on the product page or send an email to rfq@panda-bg.com with details about the products you are looking for.
For products subject to special negotiation, the terms of promotions and discounts on the site do not apply.
Our online help from 9:00 - 18:30, Monday-Friday
Email us to Customer Service: support@panda-bg.com
Contact us at Customer Service: t.070018880, 8:00 a.m. - 6:00 p.m. Monday-Friday
Dear Customers,
The personal data you fill in when registering will be used only for your service - order processing, contacting you in case of problems and other related to the fulfillment of your order.
We guarantee that this data will not be provided illegally to third parties or used for purposes other than those described above.
The user account and the data in it can always be deleted at the user's request.
We do not collect or process in any way credit and debit card data (such as card number, CVC code, etc.).
The entry of such data by you when paying for an order with bank cards is done via a link from www.panda-bg.com to the relevant secure payment system in a protected Internet environment via an encrypted connection.
We inform you that on the Internet and social networks there may be pages available offering services on behalf of "PANDA 3" Ltd., the content of which would be false and misleading.
We assure you that upon detection of the existence of such pages, we will immediately take the legally permissible actions to suspend their use and/or remove them, and if necessary, we will notify the competent authorities.
We remind you to be careful and not to share any personal data in case of suspicious activities.
We strongly advise you to report any suspected abuse!
Thank you for your understanding,
PANDA 3 Team
