Thank you for choosing PANGU BAG. To ensure a clear and smooth shopping experience for you, we hereby state our complete policy regarding order delivery, local pickup, and return/exchange services.

1、 Delivery Policy

1.1 Delivery Area

We provide worldwide distribution services, covering Chinese Mainland, Hong Kong, Macao, Taiwan, as well as the United States, Canada, the United Kingdom, Australia, major European Union countries, Japan, South Korea, Singapore and other major countries and regions in the world. You can enter your address on the checkout page to confirm if it is within the delivery range.

1.2 Delivery Time

The following is an estimated total processing and delivery time (calculated from successful payment, excluding customs clearance time):

Delivery area

 

Standard Delivery

 

Express delivery

within China

 

3-7 working days

 

1-3 working days

United States, Canada

 

7-15 working days

 

3-7 working days

Major European countries

 

7-15 working days

 

3-7 working days

Australia, New Zealand

 

10-20 working days

 

5-10 working days

other regions

 

10-20 working days

 

Please contact customer service.

Please note:

The above time is an estimate, and delays may occur due to holidays, promotional seasons, and force majeure factors

Order processing time: Inventory items are usually shipped within 1-3 working days after placing an order

Pre sale products: The page will clearly indicate the expected delivery time (such as "expected to be shipped within 15-20 working days")

1.3 Delivery fees

The shipping fee is automatically calculated at checkout based on the weight, volume, delivery address, and selected logistics method of the product. Partial regions can enjoy free shipping discounts when orders are full. Please refer to the website announcement and checkout page for specific details.

1.4 Logistics Tracking

After the order is shipped, you will receive a shipping notification email containing the tracking number

You can check the real-time logistics status on the "My Orders" page or through the carrier's official website (such as DHL, FedEx, SF Express, etc.)

Once an international package leaves the country of origin, tracking information updates may be delayed by 1-3 days

1.5 Tariffs and Import Taxes

International orders may incur tariffs, import taxes, or value-added taxes, which are borne by the consignee

We cannot pre calculate or control this fee, the specific amount and levy will be determined by the customs in your country/region

Some countries/regions may require the recipient to clear customs on their own, please pay attention to logistics notifications

2、 Local pickup service

For the convenience of local customers, we offer free offline pickup services in some cities.

2.1 Available Cities (Example)

Shanghai: PANGU Experience Store, XXX Anyi Road, Jing'an District

Beijing: Cooperation Space, XXX Sanlitun Road, Chaoyang District

Shenzhen: Cooperation counter at XXX Wanxiang Tiandi, Nanshan District

More cities continue to increase, please select "Store Self pickup" at checkout to view available locations

2.2 Pickup Process

When placing an order, choose "store pickup" and convenient pick-up points

After the order is ready, you will receive a pickup notification email/text message (usually 3-5 working days after placing the order)

Please come to the store to pick up the goods within 7 days after receiving the notification, with the order number and valid ID card

If not collected on time, the order will be automatically cancelled and a full refund will be issued

2.3 Pick up Point Service

Free back/try on suggestions

On site size change (depending on inventory)

Professional product cleaning and maintenance consultation

3、 Return and Exchange Policy

3.1 Return Conditions

We offer a 14 day worry free return service (calculated from the date you sign for the product), subject to the following conditions:

The product remains in a brand new condition without being used, washed, or worn

Hang tags, labels, and original packaging are intact

All accessories and gifts are complete with the product

The product has no human damage, odor or contamination

The following situations are non returnable:

Customized products, discounted products (clearly marked as "non refundable")

Underwear, socks, and other close fitting clothing (for hygiene reasons)

Used or damaged goods

Return period exceeding 14 days

3.2 Return process

Authorization application: Log in to your account and enter "My Orders", or contact customer service to submit a return request

Obtain return label: After approval, we will send the return authorization and prepaid return label (for quality issues) or return address (for non quality issues)

Diversified return of goods:

Within China: Returned by designated courier, it is recommended to keep the logistics tracking number

Jiubao

International Return: Use our "International Return Consolidation Service" (no need to pay high international shipping fees), or send it back by yourself

Acceptance refund: After the warehouse receives and inspects the goods, the refund will be returned to the original location within 7-14 working days

3.3 Exchange Process

If you need to change the size or color:

Return the original product according to the return process

Indicate "exchange" and required size/color in the return request

We will prioritize reserving inventory for you and immediately send out new products after receiving and inspecting the returned goods

If the replacement item is out of stock, we will arrange a refund or provide alternative solutions for you

3.4 Refund Instructions

The refund amount is the actual payment amount for the product, excluding the original shipping cost

If the return is caused by product quality issues or our wrong shipment, we will bear the return shipping cost

If the return is due to personal reasons (such as dislike, size mismatch, etc.), the return shipping cost will be borne by you

The refund delivery time varies depending on the payment method, usually taking 1-10 working days

4、 After sales support

4.1 Handling of Product Issues

If quality issues are found with the goods during receipt or use:

Please contact us within 30 days after receiving the product

Provide clear photos or videos to explain the issue

We will provide you with the following solutions:

After confirming the quality issue, free repairs, exchanges, or returns are available

Minor defects can provide partial compensation or coupons

4.2 After sales maintenance

PANGU BAG provides paid lifetime maintenance services. If maintenance is required:

Please send an email

Provide product photos, damage descriptions, and purchase receipts

We will evaluate and provide a repair plan and quotation