Shipping policy


Shipping Policy
Welcome to PocketPanda!


We are a Canadian, online-only operation handling all fulfillments directly out of Montreal, QC. To ensure highest quality of service, we focus exclusively on domestic logistics and ship strictly within Canada. 
Because your order never crosses an international border, you will never face surprise import fees, broker charges, or customs duties. All relevant provincial and federal taxes are calculated transparently right at checkout.

 

Handling and Transit
Our team works efficiently to get your items out the door. 

  • Local & Nearby Urban Hubs: 1–3 business days
  • Central & Maritime Provinces: 3–6 business days
  • Western Canada & Coast: 4–7 business days
  • Northern Territories & Isolated Locales: May require additional transit time

Note that delays may occur during high-demand windows

 

Carrier Networks 
As seen in our system configurations, we dispatch all orders using two of Canada's most reliable courier networks to balance speed and cost-effectiveness:

  • Canada Post
  • UPS

 

Rural Areas
We are committed to reaching customers nationwide. However, certain highly remote postal codes incur steep freight surcharges from national carriers.
In the rare event that the actual cost to ship to your address heavily exceeds normal domestic rates, we will pause your order and contact you via email. You will have the flexibility to:

  • Approve and settle the regional shipping difference.

  • Cancel the transaction for a prompt, hassle-free refund 

Want an upfront estimate? Drop us a line at pocketpandamail@gmail.com with your postal code before completing checkout, and we’ll happily look up the direct rates for you.


Tracking
Peace of mind matters. Every single parcel we send leaves our facility with a unique tracking ID, which is automatically emailed to you the moment fulfillment is complete.
Please note that tracking links do not go live instantly. Carriers frequently display messages like "Label Created" or "Package Pending" until the box physically arrives at their primary sorting hub and receives its first baseline scan. If your tracking page shows zero logistical movement for more than 5 business days post-notification, alert our support team so we can open an inquiry.


High value Security
To protect your investment, shipments valued above $1,000 may be sent with a mandatory direct signature requirement upon delivery. In the rare scenario of a high-value transit dispute or damage claim, we require cooperation with the carrier's investigation, which may include providing photos of the external box and internal packaging.

 

Failed deliveries
Please double-check your shipping details prior to finalizing payment. If a shipment is flagged as undeliverable and returned to our facility due to:

  • Incomplete or inaccurate address strings provided by the buyer

  • Unclaimed parcels sitting at a local postal outlet past the carrier's holding window

  • Refusal of the package at the doorstep

  • Exhausted delivery attempts by the courier

The buyer assumes financial responsibility for the operational costs tied to the mistake, including return-to-sender freight fees levied by the carrier. Upon safe return of the merchandise, you can choose to:

  1. Cover the shipping cost to attempt a second delivery.

  2. Receive a refund for the returned goods, minus all real shipping costs, return freight fees, and non-refundable payment processing merchant fees.

 

Transit Disruptions, Losses, & Misplaced Deliveries
Once a parcel is scanned into the possession of Canada Post or UPS®, the physical custody and logistical timeline shift to the respective carrier. For routine delays or weather-related extensions, monitoring the tracking link directly yields the most accurate data.
If your tracking link insists the package was successfully delivered, but it is nowhere to be found:

  1. Search alternative drop zones (side doors, porches, community mailboxes, or apartment parcel lockers).

  2. Check with other members of your household, property managers, or immediate neighbors.

  3. Allow an extra 24 hours, as couriers occasionally mark routes as completed ahead of time.

While we are always ready to advocate for you and file formal tracer claims with our account managers, PocketPanda cannot assume liability or issue refunds for items that carry official carrier verification of successful delivery to the address provided at checkout.

 

Transaction Review
To protect our digital storefront and community from risk, we reserve the right to cancel, limit, or refuse service on any order at our sole discretion. This framework applies to flags involving suspected fraud, unauthorized package-forwarding addresses, sudden inventory shortages, or irregular shipping risks. Any order nullified under these provisions will be immediately made whole via a full refund.