FAQ

Frequently Asked Questions (FAQ) — The Hidden Panda 🐼

Toys & Kids Apparel

Are your products safe for kids?

Yes. We carefully work with trusted suppliers and production partners to ensure our toys, apparel, and accessories are designed with comfort, quality, and child safety in mind.

What sizes do you offer?

Our kids apparel is available in multiple sizes for toddlers and young children. Please refer to our Size Guide on each product page for detailed measurements.

Are your products machine washable?

Most apparel items are machine washable using cold water and gentle cycles. We recommend air drying for longer-lasting prints and fabric quality.

Do your plush toys and accessories come exactly as shown?

We do our best to display product colors and details accurately. Slight variations may occur due to screen settings and manufacturing differences.

Matching Sets & Apparel

Do you offer matching family outfits?

Yes 🐼
We offer selected matching sets for:

  • kids
  • siblings
  • parents & children

Availability may vary by collection.

Are your prints durable?

Yes. We use high-quality printing methods designed for everyday wear and long-lasting comfort.

Orders & Shipping

How long does shipping take?

Estimated delivery times:

USA

5–10 Business Days

UK

5–10 Business Days

International

7–15 Business Days

Please note that processing times may take 2–3 business days before shipment.

How much is shipping?

Shipping fees vary depending on:

  • destination country
  • order value
  • product weight

Free shipping may apply on eligible orders.

You can view final shipping costs at checkout.

How do I track my order?

Once your order ships, you’ll automatically receive a tracking number via email.

If you experience issues tracking your order, contact us at:

📧 support@thehiddenpanda.com

Will I pay customs or import fees?

Orders are shipped on a DDP (Delivery Duty Paid) basis whenever applicable, meaning duties and import taxes are generally included in the final checkout price.

However, additional customs charges may occasionally apply depending on local regulations.

Returns & Refunds

What is your return policy?

We accept eligible returns within 14 days of delivery.

Items must:

  • be unused
  • remain in original condition
  • include original packaging and tags

Customized items and heavily used products are not eligible for returns.

Please review our Returns & Exchanges Policy for complete details.

How long does it take to receive my refund?

Once your return is received and approved:

  • refunds typically process within 5–10 business days
  • timing may vary depending on your payment provider

You’ll receive an email confirmation once your refund has been issued.

Payments

What payment methods do you accept?

We currently accept:

  • Visa
  • Mastercard
  • American Express
  • PayPal
  • Shop Pay
  • Apple Pay
  • Google Pay

Payment availability may vary depending on your country or device.

Need More Help?

We’re always happy to help 🐼

📧 support@thehiddenpanda.com

Customer Support Hours:
Monday – Friday
8:00 AM – 6:00 PM EST