Shipping Policy

Pandoroa Shipping Policy

At Pandoroa, we strive to get your chosen charms to you as efficiently and securely as possible. This Shipping Policy outlines key details about how we process and deliver your orders, including timelines, coverage areas, and how to track your package. If you have questions about your order’s shipping status, contact our team at [email protected] for assistance.

1. Order Processing Time

Before your order ships, we need time to prepare and verify your items to ensure they meet our quality standards.
  • Most charm orders are processed within 1–2 business days. Business days exclude weekends (Saturday and Sunday) and major holidays (e.g., Christmas Day, New Year’s Day, Thanksgiving Day), which may extend processing time.
  • Custom-engraved charms or limited-edition designs require additional preparation. For these items, processing time typically ranges from 3–5 business days, and we’ll clearly note this on the product page at the time of purchase.
  • Once your order is processed and ready for shipment, we’ll send a shipping confirmation email to the address you provided during checkout. This email includes a tracking number to help you monitor your package’s journey.

2. Shipping Coverage Areas

We currently offer shipping to most countries and regions worldwide. However, there are a few exceptions due to local regulations, shipping restrictions, or logistical limitations.
  • When placing an order, you can enter your shipping address during checkout to confirm if delivery is available to your location. If your region is not eligible for shipping, you’ll receive a notification at checkout, and we’ll be unable to process your order until a valid address is provided.
  • For international shipments (outside of your country/region of purchase), please note that your package may be subject to local customs duties, taxes, or fees. These charges are determined by the customs authorities of your destination country and are the responsibility of the recipient. Pandoroa has no control over these additional costs and cannot estimate their amount—we recommend checking with your local customs office for details before placing an international order.

3. Shipping Methods & Delivery Timelines

The delivery timeline for your order depends on the shipping method you select at checkout and your destination. Below are the typical delivery timeframes for common shipping methods we offer (note: these are estimates and may vary due to factors like weather, carrier delays, or customs processing for international orders):
  • Standard Shipping: This is our most commonly selected option for domestic and international orders. For domestic shipments (within the same country as our warehouse), standard shipping typically takes 3–5 business days after processing. For international shipments, standard shipping timelines range from 7–14 business days, though remote regions may take up to 21 business days.
  • Express Shipping: If you need your charms sooner, you can choose express shipping at checkout (where available). Domestic express shipping usually delivers within 1–2 business days after processing. International express shipping typically takes 3–5 business days, but may be longer if customs clearance is delayed.
  • Please keep in mind that delivery timelines start from the date your order ships (not the date you place the order) and do not include processing time or non-business days.

4. Shipping Costs

Shipping costs for your order are calculated at checkout based on several factors, including your shipping destination, the weight and dimensions of your package (which depends on the number and type of charms you purchase), and the shipping method you select.
  • To view the exact shipping cost for your order, add your desired charms to the cart, proceed to checkout, and enter your shipping address. The available shipping methods and their corresponding costs will be displayed before you complete your purchase.
  • Shipping costs are non-refundable, even if you later request a return or refund for your order (unless the return is due to an error on our part, such as sending the wrong item—we’ll cover return shipping costs in these cases, as outlined in our Refund Policy).

5. Package Tracking

Once your order ships, you’ll receive a shipping confirmation email with a unique tracking number and a link to the carrier’s website.
  • You can use this tracking number to check the real-time status of your package, including when it leaves our warehouse, arrives at local sorting facilities, and is out for delivery.
  • If you don’t receive a tracking number within 3 business days of your order being placed (or within the stated processing time for custom items), check your spam folder first—emails may sometimes be filtered incorrectly. If the email isn’t in your spam folder, contact us at [email protected] with your order number, and we’ll resend the tracking details or investigate the delay.

6. Missing or Delayed Packages

While we work with reliable shipping carriers to ensure timely delivery, occasional delays or issues may occur.
  • Delayed Packages: If your package is taking longer than the estimated delivery timeframe, use the tracking number to check for updates. Common reasons for delays include weather disruptions, carrier backlogs, or customs holds (for international orders). If there’s no update on the tracking page for 3 or more business days, contact us—we’ll reach out to the carrier to inquire about the status and provide you with an update.
  • Missing Packages: If the carrier’s tracking page shows your package as “delivered” but you haven’t received it, first check with household members, neighbors, or building management (if applicable) to see if someone else accepted the delivery. Some carriers may leave packages in a secure location (e.g., a porch, mailbox, or parcel locker) if no one is available. If you still can’t locate the package within 48 hours of the “delivered” status, contact us with your order number and tracking number. We’ll work with the carrier to file a missing package claim and assist in resolving the issue, which may include arranging a replacement shipment if the package is confirmed lost.

7. Restrictions on Shipping

Certain charm designs or materials may be subject to shipping restrictions in specific regions. These restrictions are often imposed by local customs authorities or carrier policies (e.g., restrictions on items containing certain metals or gemstones).
  • If an item in your order is restricted for shipping to your destination, we’ll notify you via email within 1 business day of order placement. We’ll offer you the option to replace the restricted item with an eligible alternative or cancel that part of your order (with a full refund for the restricted item).
  • We reserve the right to cancel an order if we determine that shipping to your location is not possible due to restrictions, and we’ll issue a full refund for the canceled order within 3–5 business days.
At Pandoroa, we’re committed to keeping you informed about your order’s shipping every step of the way. If you have any concerns or need further clarification about our shipping process, don’t hesitate to reach out to our team at [email protected].