Shipping policy

Shipping Policy

At Pikapanda, we strive to process every order quickly, safely, and carefully. Below you will find all the information regarding our shipments.

Order Processing

Orders are processed after payment has been successfully received.

We aim to ship orders as quickly as possible. During busy periods, holidays, or for pre-orders, processing may take longer. If this is the case, we will inform you accordingly.

Delivery Time

For products in stock, the expected delivery time is 1 to 2 business days within the Netherlands.

For international shipments, the delivery time depends on the destination country.

The stated delivery times are indicative and do not constitute a fatal deadline. Delays by the carrier or other circumstances beyond our control do not automatically entitle you to cancellation, compensation, or dissolution of the agreement.

Pre-orders and Combined Orders

For pre-order products, the expected shipping date is as stated on the product page. This date is an indication and may change due to delays at suppliers, distributors, manufacturers, or carriers.

When an order contains one or more pre-order products, the entire order will only be shipped once all products in the order are in stock.

Would you like to receive products that are immediately available sooner? Please place them in a separate order. Unless expressly agreed otherwise, we do not ship orders containing pre-order products partially.

Carrier

All orders are shipped with DPD.

After shipment, you will automatically receive a Track & Trace code with which you can track your order.

Shipping Costs

Shipping costs are automatically calculated during checkout and depend on the destination, weight, and contents of the order.

Any promotions with free shipping will be clearly stated on our website.

Delivery

Orders are delivered to the delivery address provided by the customer.

Please check the delivery address carefully before finalizing your order. Pikapanda is not liable for delays, additional costs, or the inability to deliver an order due to an incorrectly or incompletely provided delivery address.

Not at Home

If you are not at home at the time of delivery, DPD will follow its own delivery procedure. This may mean that the package will be offered again, delivered to a parcel shop, or processed according to DPD's procedures.

Delivery to a Safe Place or Neighbors

If you choose via DPD to have your order delivered to a safe place, with neighbors, or at another delivery location of your choice, this is done at your own request.

From the moment DPD has delivered the order in accordance with your delivery instructions, the risk of loss, theft, or damage is in principle yours. In that case, Pikapanda cannot be held liable for an order that goes missing or is damaged after delivery to your chosen location.

We therefore advise, especially for valuable orders, to choose delivery to the provided address or collection at an official DPD parcel shop.

Damaged Shipments

Check your order immediately upon receipt.

Did you receive a damaged package or are products missing? Please contact us as soon as possible and, if possible, send clear photos of:

  • the outside of the package;

  • the shipping label;

  • the packaging;

  • the contents;

  • the received products;

  • any damage.

This allows us to start an investigation with DPD more quickly.

Missing or Not Received Shipments

Complaints about a missing or not received shipment must be reported to us as soon as possible after the expected delivery date. A prompt report allows us to start an investigation with DPD in a timely manner and, where possible, file a claim.

If a report is made a considerable time after the expected delivery date, DPD may no longer accept an investigation or claim. In that case, this may be taken into account when assessing a request for replacement, compensation, or refund.

We therefore advise you to report a missing or not received shipment to us immediately after the expected delivery date has passed.

Carrier Delay

A delay in delivery does not automatically mean that a shipment is considered missing.

When the Track & Trace indicates that a package is delayed or is still in the delivery process, we generally await the outcome of DPD's investigation.

If necessary, we will start an investigation with DPD. As long as this investigation is ongoing, we may hold a request for replacement, refund, or compensation.

After the investigation is completed, we will assess the outcome and, if applicable and in accordance with legal obligations, offer an appropriate solution.

Deadline for Reporting Shipping Issues

In order to start an investigation with DPD or a potential claim in a timely manner, we request that you report transport damage, a missing shipment, or a not received order to us no later than 14 days after the expected delivery date.

Reports made after this period may result in DPD no longer accepting an investigation or claim. If an investigation or recourse is no longer possible as a result, this may be taken into account when assessing a request for replacement, compensation, or refund.

This provision does not affect the legal rights of consumers.

Valuable Orders

For security reasons, we never state the contents or value of an order on the outside of the package, unless legally required or requested by the carrier.

For orders with an increased value, Pikapanda may take additional security measures, including manual checks, identity verification, extra packaging measures, or additional delivery conditions. As a result, shipping may take slightly longer in exceptional cases.

Responsibility During Transport

The risk of loss or damage to the order remains, in accordance with the legal rules for consumer purchases, at the expense of Pikapanda until the order has actually been received by you or a third party designated by you (who is not the carrier).

International Shipping

We ship to various countries.

For international orders, import duties, VAT, customs fees, or other local taxes may apply. These costs are for the recipient's account, unless expressly stated otherwise.

Pikapanda is not responsible for delays caused by customs inspections or local authorities.

Force Majeure

Pikapanda is not liable for delays or the inability to deliver an order due to force majeure. Force majeure includes, but is not limited to: extreme weather conditions, strikes, war, pandemics, government measures, carrier malfunctions, customs delays, or other circumstances over which we have no reasonable control.

Contact

Do you have questions about the shipping of your order or are you experiencing a problem with the delivery? Please contact our customer service and always include your order number. We are happy to help you as quickly as possible.