How can we help you?

You are receiving this error because in your order there are items that are only available at our Mississauga location that doesn't offer online shipping. 

If you go into the product, you can see which location the item is in stock, for all online shipping orders or VAULT orders, the product must be in-stock at our Markham location. 

Our Markham location is our warehouse and shipping center which we process all our shipping orders. Our Mississauga location is only a retail location, the site shows both location inventory for customers that want to check inventory at each location or order for in-store pick-up. 

Unfortunately right now while we work out the system glitches, you can only place orders for shipping with items available at the Markham location. 

If you want items from the Mississauga location, you can check out separately for in-store pick up, and in the notes section put instructions to ship with your Order #. Please note we only have transfers between stores every Wednesday so this will delay your order being shipped out until all items are combined together. 

You just received your Tracking Information and there is no update on the tracking link or it says it can't find the item? Don't worry, your package is still safe and on the way!

For some of our customers that live a bit far from us, sometimes your tracking will take some time to update. Our new shipping company first takes your package and ships it to your local post office and then gets handed off to Canada Post for delivery to your address. This means the carrier tracking page may not update until the last few days of your shipment’s journey. 

Once the order arrives in your local shipping hub, the tracking information will be updated. You may see the status of the tracking number not updating for a while but rest assured your order has been shipped out and is on the way to you! Once your order arrives at your local distribution center, the tracking number will be updated so that might take a few days to most of the shipping time. 

We are very fast in shipping out your orders, on average we ship out each customer's orders the same day or next business day. We only don't ship on weekends is well postal service don't work on weekends and holidays. But don't worry, if you receive a tracking number that means we've already shipped out your package and it's already on it's way. You will get an update to your tracking once the package has reached your local shipping hub. 

If you haven't received your tracking number, sometimes our courier takes a few days to provide us with your tracking number so once we receive your tracking number we will update your order as fulfilled and include the tracking number. Please note this doesn't mean we didn't ship out your order yet! We're pretty fast, we usually ship out your order in a day or two (except on weekends, the post office isn't open at that time)

Please note some areas such as British Columbia may take as long as 7-14 business days for your shipment to arrive by Canada Post. This is just our best estimate and does not include any unforeseen delays such as Covid-19 related or holiday volumes. 

If you wish to transfer your orders from one location to another, there are 2 methods to do so:

1. Store Transfer Form

or

2. Put instructions into the notes section on your Shopping Cart's page before checking out your new order

Example: Notes: Transfer to Markham or Mississauga

If you place an order and it contains a Pre-Order it can ONLY be shipped or picked up when ALL of the items are available. You will no longer be able to ship or pickup parts of an order. If you would like to ship or pickup some items before the Pre-Order arrives you will need to purchase those items in a separate order.

Pre-orders are items that have not been released yet. They are scheduled for production and if you would like to guarantee that you get one, you can purchase the pre-order. When it releases, usually atleast a month later, there will be one set aside for you.

Pre-Order customers receive the product first, any stock left will then be released for sale to everyone else. If we do not get enough Pre-Order due to production issues, orders are served based on their order time/date in order. 

On each pre-order product we list the estimated release date provided to us by the manufaturer. We are not notified in advance if there are any delays or the exact date. When the pre-order arrives at Panda we will notify you by email and you can come into pick up. If you chose shipping your order will be shipped out the next business day. If you choose Panda VAULT please note your order status will not change until you request to SHIP YOUR VAULT, then the order shipped will change to 'Fulfilled'

The moment you place your order is when you pay for your pre-order. If we are not able to fulfill your order because product was cancelled then we will refund your pre-order. However, if pre-order is delayed then we would not offer refund since your pre-order will be fulfilled.

Yes, we have a new Pre-Order Status Page where you can see what products arrived and their status. Click Here - Pre-Order Status Page

Status [ARRIVED] = all pre-order have been fulfilled and ready for pick-up/shipping/vault

Status [PARTIAL ARRIVAL] = only some arrived and in the product description will state the next restock date or product updates. 

No. Orders can only be picked up if all of the items are available. If you want to pickup your order separately you must make a separate order.

If your order contains a pre-order then it will only ship out when the pre-order arrives. 

Your order number is emailed to you when you place an order. If you have an account, you can check your order history and pull up your previous orders.

For all updates on Pre-Order products, you can simply click on the pre-order product, and on the product page the title of the product will give you an Estimated Arrival period. Please note this time frame is given to us by the Vendor and is subject to changes and delays without notice. 

The product's title will change according to the status of the product:

[Pre-Order] > [Pre-Order END] > [Coming Soon] > [Arrived]

Once an item has arrived, the title of the pre-order product will change to [ARRIVED], this means your pre-order has arrived and is ready for pick up or shipping. 

If you've selected for in-store pick up then you will receive a ready for pick up email once your order has been prepared. 

If you've selected for shipping then you will receive a separate email containing your tracking info once your order is processed and shipped out. Please allow up to 1-3 business days upon the item arriving at our warehouse to receive your shipping confirmation email. 

[Pre-Order] - This item is for pre-order and we are currently accepting pre-order. Please note if all pre-order amounts are sold out then we will not be accepting any additional pre-orders. We only sell what we know we will be getting so we try not to oversell pre-orders without confirming our reserved amount from our Vendor. 

[Pre-Order End] - This item has ended and we have stopped accepting pre-orders. This is usually due to the time limit each pre-order has and once the pre-order period ends with our Vendor then we will stop accepting pre-orders. Please note even though we stopped accepting pre-order, we may or may not have additional stock for regular sell when it arrives. 

[Coming Soon] - We have latest update from our shipping vessel and know an approx date it is coming. The pre-order has already landed in Canada and we should be expecting it very soon (approx 1-3 weeks)

[Arrived] - We have received the pre-order and working on notifying everyone who pre-order this item. If you see the item status change to this then your order should be shipped out very soon or you can make your way to pick up at our store location. 

[Partial Arrival] - Our vendor did not supply us with the amount we requested therefore only some pre-orders are fulfilled. You should have received an email from us regarding this. You can also check the description in the products page to see what the next restock date is. 

If you wish to transfer your orders from one location to another, there are 2 methods to do so:

1. Store Transfer Form or

2. Put instructions into the notes section on your Shopping Cart's page before checking out your new order

Example: Notes: Transfer to Markham or Mississauga

Buy online, and pickup in-store! Go through the checkout process and when we ask you to choose your shipping option just choose pickup and your pickup location. When your order is ready, come in with your email confirmation and order number.

If you wish to transfer your orders from one location to another, there are 2 methods to do so:

1. Store Transfer Formor

2. Put instructions into the notes section on your Shopping Cart's page before checking out your new order

Example: Notes: Transfer to Markham or Mississauga

After you have placed an order you will receive a confirmation email stating that we received your order. We will prepare your order and when it is ready, we will send you an email telling you that your order is READY FOR PICKUP. Now you can come to the store to pick up your order. Instructions to pick up your orders are in your READY FOR PICKUP email notifications. 

You can pickup your order after we email you that it is ready. During operating hours this may take up to 2 hours. If the store is closed, your order will be prepared when we are open. You do not have to pickup the order on the same day, or even the same week. Because of the current situation, we know it might be difficult or take more time to get to the store. Don't worry if you cannot make it out anytime soon. We will keep your order safe.

Don’t worry! We can send you an invoice to pay for shipping. Please reply the READY FOR PICKUP email and let us know what happened. We will make sure that your order gets shipped to you. 

Or you can place a separate order and add instructions to the notes section on the bottom of the carts page to combine your two orders together to ship out. Please make sure to select the correct shipping method for your second order with shipping fees paid. 

140 Amber St. Unit 8
Markham ON, L3R 3J8

966 Dundas Street E Unit 5
Mississauga ON, L4Y 4H5

You are receiving this error because in your order there are items that are only available at our Mississauga location that doesn't offer online shipping. 

If you go into the product, you can see which location the item is in stock, for all online shipping orders or VAULT orders, the product must be in-stock at our Markham location. 

Our Markham location is our warehouse and shipping center which we process all our shipping orders. Our Mississauga location is only a retail location, the site shows both location inventory for customers that want to check inventory at each location or order for in-store pick-up. 

Unfortunately right now while we work out the system glitches, you can only place orders for shipping with items available at the Markham location. 

If you want items from the Mississauga location, you can check out separately for in-store pick up, and in the notes section put instructions to ship with your Order #. Please note we only have transfers between stores every Wednesday so this will delay your order being shipped out until all items are combined together. 

Usually we are able to prepare your order within 24-48 hours unless it’s the weekend or holiday. Make sure that your name and address is correct, if we need to get in touch with you to correct any of these issues it will cause delays. Your order will be shipped out at the next available shipping day (Monday-Friday). Please note postal offices are closed on weekends and holidays, we will not be shipping out those days. 

You just received your Tracking Information and there is no update on the tracking link or it says it can't find the item? Don't worry, your package is still safe and on the way!

For some of our customers that live a bit far from us, sometimes your tracking will take some time to update. Our new shipping company first takes your package and ships it to your local post office and then gets handed off to Canada Post for delivery to your address. Once the order arrives in your local shipping hub, the tracking information will be updated. You may see the status of the tracking number not updating for a while but rest assured your order has been shipped out and is on the way to you! Once your order arrives at your local distribution center, the tracking number will be updated so that might take a few days to most of the shipping time. 

We are very fast in shipping out your orders, on average we ship out each customer's orders the same day or next business day. We only don't ship on weekends is well postal service don't work on weekends and holidays. But don't worry, if you receive a tracking number that means we've already shipped out your package and it's already on it's way. You will get an update to your tracking once the package has reached your local shipping hub. 

If you haven't received your tracking number, sometimes our courier takes a few days to provide us with your tracking number so once we receive your tracking number we will update your order as fulfilled and include the tracking number. Please note this doesn't mean we didn't ship out your order yet! We're pretty fast, we usually ship out your order in a day or two (except on weekends, the post office isn't open at that time)

Please note some areas such as British Columbia may take as long as 7-14 business days for your shipment to arrive by Canada Post. This is just our best estimate and does not include any unforeseen delays such as Covid-19 related or holiday volumes. 

Shipments within Canada usually arrive between 5-10 business days. Here is our best guess from experience:

• Ontario: 1 – 3 business days
• Quebec: 2 – 5 business days
• New Brunswick: 5 – 7 business days
• Nova Scotia: 5 – 7 business days
• PEI: 6 – 8 business days
• Newfoundland: 7 – 10 business days
• Manitoba: 4 – 6 business days
• Saskatchewan: 7 – 10 business days
• Alberta: 5 – 7 business days
• British Columbia: 5 – 7 business days

Remember, these are our best guestimations based on previous shipments. Shipping times are subject to change due to the Pandemic situation where delays often occur. 

When your package is shipped we send you a tracking number. You can also login to your account and view your Order History. Click into the order to find the tracking number.

Here’s what you can do! Login to your account and check the order page. Did you order a pre-order? Has your order been fulfilled? Is there a tracking number? If not, check your email, maybe we’ve sent you an email and we’re waiting for your reply. If there is a tracking number, click it and check the status. If this still doesn’t answer your question, send an email to customerservice@pandahobby.ca

Our rates are as follows for most Canadian and USA addresses:

• $15 flat rate
• $10 for orders over $150 before taxes
• FREE for orders over $300 before taxes

If the shipping rate exceeds the free shipping threshold you may be required to pay an additional shipping fee. We will try our best to find the most economical and reliable shipping courier for you so that your order arrives safely.

Areas that require actual shipping rate:

Canada: Newfoundland and Labrador, Nortwest Territories, Nunavut, and Yukon

USA: Alaska, Hawaii, Puerto Rico

For international orders, you will be charged $20 when placing your order. If your shipping rate exceeds the $20 you have already paid you will be sent an invoice for the remaining balance. At that time you can choose to cancel your order and receive a refund, or pay the balance to have your order shipped out. 

You may have chosen VAULT for your shipping options instead of SHIPPING RATE. 

VAULT is our private warehouse option to collect, combine and ship out together to take advantage of our shipping rates. 

If you have chosen this by mistake you can do one of the following:

1. You can come pick up in-store (Local Only) 

2. Request a shipping invoice to change your order to be shipped out (Rates Below)

3. [Fastest Method] You can make another purchase and before you checkout go to View Cart. At the bottom is the Notes section. Please leave a note telling us which order you would like us to combine to ship or simply say "Ship My Vault". Make sure that in this order you select the correct shipping method.

Here is our flat rate shipping:

Shipping starts at $15 Flat Rate (+Tax)

Orders $150+ = $10 Shipping (+Tax)

Orders $300+ = Free Shipping (+Tax)

Rates apply to all orders that are shipping out together. 

For more info on Panda Vault see here: https://pandahobby.store/pages/vault

We do not ship to PO Boxes by default. We may ship to PO Boxes on a case to case basis. If you require shipping to a PO Box please send us an email before hand or your order may be automatically canceled. 

While we try to make sure our flat rate shipping covers all items, there are some items that are considered oversized. These items are either too large to fit in our regular shipping boxes or too heavy to fall under the flat shipping rate. For orders that includes an oversized item, the customer are required to pay the actual shipping rate for the order to be shipped out. If the shipping is too expensive, the customer can request to cancel the order and receive a refund. Please note that the cancelation is only applied to the order with the oversized item. 

If you choose expedited shipping, the cost will be slightly higher than our standard flat-rate shipping fee.

Your order will be delivered by one of our preferred carriers, such as UPS, FedEx, Canpar, Purolator, ICS, DHL, and others. 

However, we may contact you if the shipping fee is too much to ship to your specific address and either request for additional shipping fee or offer to switch to another courier provider to keep cost low. 

When checking out, you will first pay $20 CAD. Once we prepare your order and get a shipping quote, we will send you a PayPal invoice for the remaining balance for shipping. 

If you choose to accept the shipping rate, you can pay the PayPal Invoice and we will process your order to be shipped. Please keep in mind, depending on your location, transit time might range from a week to a couple of month. During the invoicing period we can change your rate to have faster delivery time but the price will reflect on the speed. 

If you do not wish to proceed, we can cancel your order and refund you the total amount. 

If your order contains any paint, spray cans or liquids, we will contact you to let you know your order might not be accepted at your country's custom. 

If your order is rejected by your country's custom and we receive the returned items, we can refund you the items minus the shipping fee paid. 

If your order is seized and destroyed by your country's custom then we are not able to refund your order. 

You must agree to these risk in order to ship any parcel with paint, spray cans or liquids. If not we will cancel your order to prevent any risk of your order not arriving. 

Please note every country is different and custom agents responds differently, if one order is permitted and another one is denied, we are not responsible for it. 

Everyone who has an account with us has their own Vault. This means that when you make an order you can put it in your Vault. We keep your orders in your Vault and you can have them combined to ship together. 

1. SIGN UP

Sign up for an account and make sure you use the same account every time you make an order. We can only combine orders from the same account. 

2. PLACE AN ORDER

When you place an order, choose the Vault as your shipping option. When we see this, we know to put it in your Vault.  

3. COMBINE AND SHIP

Ready to ship your orders? Let us know by filling out this form. Once we get your request we will combine and ship out your order. 

You only have one small item to buy right now

Suddenly you find yourself in need of cement. But you have nothing else to buy! With the Vault, you can buy the cement and put it in your vault. Now you're guaranteed to get it, but you don't have to ship it out right away. You can combine it with other purchases later and pay only one shipping rate.

Something you wanted came back in-stock!

The kit you want is back in-stock, but a new release is coming out next week. Now you don't have to gamble and hope that both are in-stock at the same time. You can order the kit you want and store it in your Vault. When everything you want have arrived you can combine the orders to take advantage of one shipping rate. 

Your shipping fee is based on the total amount before taxes of all your orders combined. For example, you make an order for $80, $130, and $90. If you shipped each of these orders separately you would have to pay 3 shipping rates. If you put them in your Vault and ship them out together, you would qualify for free shipping over $300! (before tax)

Orders can be stored in your Vault for 60 days. 

Let us know you are ready to ship your orders out by filling out this form . When we receive the form we will combine your orders for shipping. If you qualify for free shipping we will pack your order and ship it out within 24-48 hours. If you do not qualify for free shipping we will email you to choose 1 of 2 Options. 

Option 1. We can email you a shipping invoice. (Rates Below) Reply to this email if you choose this method.

Option 2. You can make another purchase and before you checkout go to View Cart. At the bottom is the Notes section. Please leave a note telling us which order you would like us to combine to ship or simply say "Ship My Vault". Make sure that in this order you select the correct shipping method.

Shipping starts at $15 Flat Rate (+Tax)Orders $150+ = $10 Shipping (+Tax)Orders $300+ = Free Shipping (+Tax)

For areas that require Actual Shipping Fee, customers are free to use our Panda Vault however when shipping out, we will invoice the actual shipping rate.

This is to help our friends in those areas to be able to combine multiple orders together to get a single cheaper shipping rate. 

Please note once an order is placed into our Vault, we cannot cancel or refund the order.