Ordering

How do I know that my order was received?

After completing checkout, you should receive an order-confirmation email at the address used for your purchase. Please check your spam or junk folder if you do not see it.

Can I change or cancel my order?

Contact us as soon as possible with your order number. We will try to help, but changes or cancellations cannot be guaranteed once processing has started.

Shipping and Tracking

When will my order ship?

Processing and delivery times may vary by product and destination. Available shipping information will be shown during checkout and included in your order updates.

How can I track my order?

Once your order ships, we will email you a tracking number. You may also visit our Track Your Order page or sign in to your PanaToys account to view available order information.

Why hasn’t my tracking information updated?

Tracking updates may take 24–48 hours to appear after a shipping label is created. If there is still no update after that period, please contact us with your order number.

Can products from the same order arrive separately?

Yes. Some products may be shipped in separate packages or from different fulfillment locations. Each available tracking number will be provided separately.

Products

How can I find the right product for my child?

Please review the product description, recommended age, dimensions, materials and any available safety information before ordering. Adult supervision may be required depending on the product.

Are product colors and sizes exact?

We make reasonable efforts to display products accurately. However, colors may appear slightly different depending on lighting, photography and screen settings. Product measurements may also have small variations.

What should I do if a product arrives damaged or incorrect?

Contact us promptly with your order number, a description of the issue, and clear photographs of the product and packaging. We will review the information and explain the available next steps.

Returns and Refunds

Can I return a product?

Return eligibility depends on the product’s condition, the reason for the return and our current return policy. Please review the Return and Refund Policy before sending anything back.

Should I mail a return without contacting PanaToys?

No. Please contact us first and wait for return instructions. Products sent without authorization may not be accepted or processed correctly.

Customer Support

How can I contact PanaToys?

Visit our Contact Us page and complete the contact form. For order-related questions, include your order number and the email address used at checkout.

When will I receive a response?

We aim to respond within two business days. Response times may be longer during holidays or periods of unusually high demand.

Never include passwords or complete payment-card information in your message.