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Frequently Asked Questions, How can we help you?

How can we help you?

Frequently Asked Questions

First Time Customers

Shipping not available for the selected address ERROR

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. 

Tracking Number not Updating

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. 

Covid

Is Panda Hobby open for in-store shopping?

Yes! We are OPEN for in-store shopping.

No Vaccine Passport Required for Entry

Based on the REOPENING guidelines, we are able to allow in-store shopping. If you have been in contact with someone with COVID-19 PLEASE STAY HOME. If you are sick PLEASE STAY HOME. We will see you when you feel better. 

How to Curbside Pick-Up

Place an order for PICKUP at the location you want to pickup your order. 


For Curbside Pickup just follow these instructions:

  1. Receive Ready for Pickup email
  2. Arrive & Park
  3. TEXT us your Name, Order #, and EMAIL 

    Markham
    - 647-355-0707
    Mississauga - 647-831-3280
  4. Wait inside your car until your order is put into the bin

Will my shipping order be delayed?

We are working on your orders and shipping out as normal. There are currently no delays with us processing orders. Canada Post, Fedex, and our local couriers are not reporting delays at this time. However, because of additional protocols, couriers may take longer to update tracking information so please be patient.

I can't come in, can I do Curbside Pickup?

Yes. We offer Curbside pickup. Please review the instructions below or check your Ready for Pickup email.


Place an order for PICKUP at the location you want to pickup your order. 


  1. Receive Ready for Pickup email
  2. Arrive & Park
  3. TEXT us your Name, Order #, and EMAIL 

Markham - 647-355-0707

Mississauga - 647-831-3280

Do I need to wear a mask?

All customers MUST have a mask on and worn properly before entering the store. 

Can I use ______ as a mask?

Only mask accepted are mask designed to stay on your face while covering both your mouth and nose without any additional help. If you have something that might fall off or using your T-Shirt to cover your face, you will be denied entry. 

What are the reduced Hours of Operation?

Markham Location:

Monday to Saturday 12pm to 7pm
Sunday 12pm to 5pm

Mississauga Location:

Wednesday to Saturday 12pm to 6pm
Sunday 12pm to 5pm

How To In-Store Pickup

You can pickup your order in-store, just come inside! You must wear a mask, and sanitize upon entering. 

Is your BUILD & PAINT ROOM Open?

Build Room - CLOSED

Paint Room - CLOSED

P-Bandai Delays

Here is the whole situation with the delays. When we made the pre-orders last year, COVID-19 wasn't as bad and most businesses weren't affected however as the pandemic got worst 2 things happened that have caused major delays. 


1. Japan's COVID-19 situation got significantly worst have affected Bandai's production capacity. This resulted in products being delayed in release and/or split in multiple release phases. Unfortunately, some if not all of our products are affected by this and were delayed from the initial release estimation date. 


2. Canada's COVID-19 situation becomes very severe that Canada was among the restricted no-fly list from Japan. This means all our shipment that usually ships by airplane are now being forced to ship by sea. These shipments usually take 1-2 months minimum but there is a shortage of available shipment vessels which means additional delays. On average our shipments are seeing 3-6+ month shipping time because of this. 


We appreciate your understanding and patience in this situation. We're currently trying to find a solution but will update everyone once we have more details.  

Pre-Orders

PRE-ORDER POLICY CHANGE

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.

What does pre-order mean?

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.

When will I get my pre-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'

Is there a Pre-Order Status Page?

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. 

Can I pickup parts my order if I also have a pre-order?

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.

My order contains a pre-order, when will it ship?

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


When do I pay for the pre-orders?

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.

Where can I find the order number?

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.

In-Store Pickup

How does it work?

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.

Why can't I choose the pickup location I want?

If you can't choose the pickup location you want it's because the item is not available at that location. On each product page it will show where the item is in stock. If it shows that it is sold out at the location you want you won't be able to choose that location for pickup. 

Can I transfer my order to Mississauga to Pick Up?

Yes, you can! 


For old orders, please fill out a transfer form here: [TRANSFER FORM - SAUGA]


For new orders, please follow the instructions below:

  1. Place a new order
  2. On the 'View Your Cart' page, in the notes section on the bottom put instructions to 'Transfer to Sauga'
  3. Check out and select IN-STORE PICK UP > MARKHAM
  4. Transfer occurs every Wednesday, once your transfer arrives at Mississauga, you will receive the 'Ready to Pick Up' notification

Can I transfer to my order Markham to pick up?

You can only transfer NEW ORDERS. 


For new orders, please follow the instructions below:

  1. Place a new order
  2. On the 'View Your Cart' page, in the notes section on the bottom put instructions to 'Transfer to Markham'
  3. Check out and select IN-STORE PICK UP > Mississauga
  4. Transfer occurs every Wednesday, once your transfer arrives at Markham, you will receive the 'Ready to Pick Up' notification

For any old orders, you will have to contact us via customerservice@pandahobby.ca and tell us your Order # and you want to transfer to Markham to pick up. 

How can I pickup my order?

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. 

When can I pick up my order?

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.

I accidentally chose PICKUP instead of SHIPPING. HELP!!!

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. 


Where is the Markham Location?

431 Alden Rd Unit 19
Markham ON, L3R 3L4

Where is the Mississauga location?

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

Shipping

Cannot Ship to Address Error

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. 

How long does it take for my order to ship out?

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. 

My Tracking Number is not updating!

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. 

How long does shipping take?

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. 

How can I track my package?

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.

My order is taking really long to arrive! Is it lost?

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

How much is shipping? (Canada & USA)

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.

How much is shipping? (Outside of Canada & USA)

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. 

Why hasn't my order been shipped out yet?

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

Can my address be a PO Box?

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. 

Panda Vault

Combine Orders and Save on Shipping!

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. 


What is it for?

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. 

How can I save on shipping?

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)

How long can I keep my orders in my Vault?

Orders can be stored in your Vault for 60 days. 


I'm ready to ship the orders in my Vault, what do I do!

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)

Orders

What is the refund policy?

We do not accept returns or cancelations.


I already placed an order and I want to add more. What can I do?

If your order has not been shipped yet you can send us an email to combine the two orders together. Please provide both of your order numbers.

I made a mistake with my order, what can I do?

If your order has already been shipped that means it is already on the way to you. There is nothing we can do at this point. If the order has not been fulfilled you can send us an email with your order number to adjust your order.

There is something missing from my order!

Oh no! Please check inside the boxes. Sometimes we might put smaller items like decals or markers inside of the kit boxes. If it is not there please send an email to customerservice@pandahobby.ca and we will get that sorted out for you right away.

Do you sell replacement parts?

We do not carry replacement parts and we cannot order them.

There is a defect in the product, what can I do?

If there is a problem with the product we can contact the manufacturer on your behalf. Please take a picture and send an email to customerservice@pandahobby.ca. We will try to our best to help!

My order didn't go through but there's a charge

Anytime you make a purchase online, your credit card will place a pending charge (it might appear as a charge, authorization, or pending depending on your bank) and show up on your account online. Please note this is because your bank has authorized the charge and is only to hold the amount while the check-out process is being conducted and the payment is captured only when your order is finished and processed properly. If your order was not processed or the order didn't go through properly, your pending charge will be removed/returned later when the bank resyncs again. We have no control over this process and is with your bank specifically. 


If you placed an order using a debit/visa, the money is withdrawn by your bank and held for the transaction to finish processing. If the order is not processed the bank will return your money after. 


The return of your fund process may take up to 2-14 business days (depending on your bank) however we've seen this clear up as fast as a few hours. 


If you have any additional questions we would suggest inquiring with your bank as we did not receive your order or payment.

Out of Stock

When will you get a SPECIFIC ITEM back in stock?

Japan runs a little bit differently than what we are familiar with. They don’t produce all of their products constantly. Instead they have their own production schedules and batches of products are produced at a time. That means that a particular model kit maybe produced every few months, once a year, once every two years, etc. We do not know what the production schedules are so we are unable to tell you when something is going to be produced. We are Authorized Resellers of the brands we carry, so we will have access to all of the produced products, and we will try to bring everything we can.

How can I get notified when a SPECIFIC ITEM is back in stock?

When a product is out of stock, click into the product and find the Notify Me button. Enter your email and you will be notified automatically as soon as the product becomes available for purchase.


When do you get restocks?

We have a calendar that we try to keep as updated as possible. The calendar has our restock schedule as well as any upcoming events, contests, or closures. You can find the calendar on the main menu, under the Panda tab.

A SPECIFIC ITEM is out of stock online, is it available in-store?

Our online and in-store inventory are synced. Each product will show which location has inventory available. If all of the locations are showing out of stock we will not have it in-store. 

Can you save an item for me? I’m afraid it will sell out before I arrive.

The only way you can guarantee you will get what you want when you come in is to buy it online. You can buy an item online and choose in-store pickup for free.

Panda Rewards

What are Panda Rewards?

We’ve been working on this for a really long time and we are so excited to announce that it’s finally ready!Panda Rewards is one of the ways that Panda Hobby can thank our loyal customers for supporting our shop. With each purchase, our customers can collect points which can be redeemed for awesome rewards. These rewards ranges from specially made items to unique trinkets you cannot purchase.

1. SIGN UP

Start earning points with every purchase online or in-store by using the same email to create an online account on our website and provide the email in-store. Be sure to use to the same email to collect your points both online and in-store. 

2. EARN POINTS

Earn 1 point for every dollar you spend online or in-store. Be sure to check Panda Rewards often to see other ways to earn points. 

3. GET REWARDS

Redeem your points for free stuff or $$ off! Rewards ranges from free kits to rare items found in Japan.

How do I create an account?

Mobile: In the menu at the top of the page click on the person. Click “Register”. Use the same email you normally use in-store to register for your account.

Desktop: Look for the “Register” button at the top right-hand side of the page. Use the same email you normally use in-store to register for your account.

I used a different email for in store and online, what can I do?

We can change your in-store email address to the same email address as your online account. Just send us an email! We can only accept requests to link accounts over email.

Can I have more than one account?

No. Limit one account per person, duplicate accounts are not be eligible for points redemption.

Can I transfer points between accounts?

No. Because we give away bonus points, we cannot allow the transfer of points between accounts.

How do I earn points?

You earn points for every purchase you make both in-store and online. Just make sure you use the same email so it goes to the same account. If you login to your account online you can see the list of things you can do to earn bonus points.

Can I earn points in store and online?

Yes! Use the same email in-store and online, it’s that easy!

How do I see my points balance?

Sign into your account and click on the bubble with the gift box at the lower left-hand corner.

What rewards can I choose from?

The rewards you can redeem will change based on availability. We are aiming to keep it stocked with Panda & Japan goodies. You can view what rewards are available for redemption on the Rewards page.

How can I redeem points?

Click the Panda Rewards button (that little gift box bubble on the bottom left) and you will be able to see all the rewards you can redeem. When you have earned enough points to redeem click on the big redeem button. You will get a code to apply during checkout. Make sure to add it!

Don't click redeem if you don't want to redeem it!

If you click the redeem button, it will redeem your points!

General Panda FAQ

Is the paint/build room open?

Our build room and paint room are currently closed and will remain closed until further notice. 

How can I hang out with other builders?

We have a Panda Hobby Facebook Group for all our fellow builders to connect. Don't be a stranger and reach out to one another. You are not alone.

We hope everyone will continue to support our small business and together we will get through these challenging times. Remember to be kind to one another.

I Emailed but no one responded to me yet.

Our customer service team works Monday - Friday from 12pm-7pm EST. All communications via e-mail, Facebook or Instagram will be done between work hours. We do not answer e-mails after hours, over the weekend or holidays. 
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