FAQ

COVID

Is Panda Hobby open?
We are OPEN for in-store shopping starting June 11, 2021. Please refer to our COVID Updates page for latest information [Click Here]
Will my order still be shipped out?
Yes! We will still be working on your orders and shipping out as normal. There are currently no delays in processing orders. Canada Post and other courier services currently have higher than normal shipping volumes so there might be delays during transit. Couriers may also take longer to update tracking information so please be patient.
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. 

Do I have to book an appointment?
No. With our new process, we will be able to maintain a safe wait protocol and ensure convenient pickup process.

Pre-Orders & 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'
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.
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.
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.

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. When your order is ready, come in with your email confirmation and order number.
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 send us an email with your order number and 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. 

Shipping

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. 
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.
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 theguys@pandahobby.ca
My order contains a pre-order, when will it ship?
If your order contains a pre-order then it will only ship out when all items are available.

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. 


Save on Shipping

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. 

Combine and Ship

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. We will send you an invoice depending on which shipping rate you qualify for. If you qualify for free shipping we won't send you an invoice. 

Returns and Exchanges

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.

Defective/Missing

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 theguys@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 theguys@pandahobby.ca. We will try to our best to help!

Out of Stock

When will you get _________ 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 _________ 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.

Buying In-Store & Online

_______ is out of stock online, is it available in-store?
Our online and in-store inventory are synced. If it is out of stock online, it is out of stock in-store too!
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.

Build Room & Paint Room

Is the paint/build room open?
Our build room and paint room are currently closed.
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