Frequently Asked Questions
Products
Orders
Samples
Shipping
Return & Refund
Payment
Branded Packaging & Bespoke Packaging
General
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1. What types of products does PandaPak supply?
PandaPak provides a wide array of environmentally conscious food-to-go packaging solutions, including eco-friendly, compostable, recyclable, and sustainable materials. Our products cater to various entities, including restaurants, cafes, takeaway shops, schools, healthcare facilities, universities, catering companies, bakeries, street food vendors, dark kitchens, and event organizers.
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2. What makes PandaPak products eco-friendly?
PandaPak prioritizes environmentally and ethically sourced materials, focusing on energy-saving practices, reusable materials, and recyclable products to mitigate environmental impact. The company is dedicated to addressing climate change and advancing sustainability.
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3. Do Panda Pak products come in different sizes and styles?
Absolutely. We offer a wide variety of sizes, styles, and compartment options to suit different types of food and service settings—whether you're packaging sushi, salads, hot meals, or takeaway drinks.
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4. What materials are used in Panda Pak's eco-friendly packaging?
Panda Pak uses a range of eco-conscious materials including bagasse (sugarcane fiber), kraft paper, and PLA bioplastics. All materials are chosen for their compostability, recyclability, or biodegradability, helping reduce environmental impact.
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5. How does Panda Pak ensure the durability of its sustainable packaging solutions?
We combine high-quality natural materials with rigorous product testing to ensure strength, leak resistance, and insulation. This means our packaging performs just as well as conventional options, without the environmental cost.
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6. Do Panda Pak's products comply with UK environmental regulations?
Absolutely. All Panda Pak products comply with current UK and EU environmental standards, including those related to compostability, recyclability, and food safety. We stay up to date with evolving legislation to ensure full compliance.
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7. Are Panda Pak's packaging materials sourced from certified sustainable sources?
Yes. We prioritize materials certified by credible sustainability bodies such as FSC® (Forest Stewardship Council) and other recognised organisations. Responsible sourcing is a core part of our commitment to sustainability.
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1. How can I place an order with PandaPak?
You can place an order with PandaPak either online by completing the order process on our website or by sending a purchase order (PO). For any specific assistance or inquiries, feel free to contact our sales team at info@pandapak.ai.
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2. Do I need to place a minimum order quantity for PandaPak products?
Our standard packagings do not have a minimum order quantity (MOQ). However, for branded or bespoke packaging orders, there is a minimum order quantity requirement. For further information, please don't hesitate to get in touch with us.
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3. Are businesses or organizations able to make bulk or wholesale purchases from PandaPak?
PandaPak gladly accepts larger bulk orders, and deliveries surpassing the courier threshold will be sent via pallet. Businesses or organizations interested in placing bulk or wholesale orders are encouraged to reach out to us for detailed information on delivery options and any additional considerations.
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4. What happens if the item I want is out of stock?
If a product is temporarily unavailable, you’ll see an out-of-stock message on the product page. You can sign up to be notified when it’s back in stock, or contact our team for alternatives.
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5. Does Panda Pak offer subscription services for regular deliveries?
Not at the moment. While we don’t offer formal subscription plans, we do work closely with regular clients to set up recurring orders and delivery schedules tailored to their needs. Contact us to explore custom options for your business.
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6. Is there an option to schedule deliveries for a specific date with Panda Pak?
Yes. You can request a preferred delivery date at checkout or by contacting our team after placing your order. While we do our best to meet your requested schedule, please note that all deliveries are subject to availability and transport logistics.
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7. How can I modify or cancel my order after it's been placed with Panda Pak?
If you need to make changes or cancel your order, please contact us as soon as possible. We can usually accommodate requests before the order is dispatched. Once the items are on their way, cancellation or changes may not be possible.
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8. Does Panda Pak provide order confirmations and tracking information via email?
Yes. Once your order is placed, you’ll receive an order confirmation by email. When your order is out for delivery, you’ll also be notified. While full tracking may not be available due to our in-house delivery service, we’ll keep you updated on the delivery status.
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1. How to request samples from PandaPak?
We provide free samples of our products. However, a nominal delivery charge may apply depending on the delivery method (e.g., DPD or Post). To request samples, simply fill out the samples request form on our website and include the relevant product codes.
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2. Are there limitations on the quantity of sample requests for a particular product from PandaPak?
We will send 1-2 samples for each request. However, we can offer various sizes for each product type, enabling you to thoroughly assess the packaging and confirm its compatibility with your needs.
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3. Is it able to request customised samples from PandaPak?
We can produce customized samples, and there will be a associated cost, which we will confirm once the design is finalized. Please note that there are some products for which we are unable to provide samples.
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4. Are there any costs associated with requesting samples from Panda Pak?
Samples are free of charge, and we even offer complimentary delivery within the UK. For sample requests outside the UK, please contact us to discuss potential shipping fees.
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5. How long does it take to receive samples from Panda Pak after requesting them?
Sample orders are typically dispatched within 1–2 working days. Delivery times may vary depending on your location, but most UK-based businesses receive samples within 3–5 business days.
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6. Are the samples provided by Panda Pak representative of the full product line?
While the samples we provide will give you a good sense of the material, size, and structure, they may not fully represent every variation or customization option. For a more specific match, please contact us to discuss your exact requirements.
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7. Are there any restrictions on the types of products I can request samples for?
We offer samples for a wide range of products, including our eco-friendly packaging options. However, some custom or large volume products may have different policies. Please reach out to us for more details.
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1. What is PandaPak’s delivery method?
We offer two shipping methods: Packsense for deliveries within London and DPD for other areas across the UK. Once your order is dispatched, you will receive a shipping notification via email and/or text.
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2. What is the estimated delivery time for PandaPak’s orders?
Your order will typically arrive within 2 working days. Please note that during busier periods, delivery times might be extended. We strive to ensure timely delivery to your satisfaction.
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3. Does Panda Pak offer international shipping, and what are the associated costs?
At the moment, we primarily ship within the UK. For international shipping inquiries, please contact our team directly. We’re happy to explore options based on destination, order volume, and logistics availability.
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4. Can I track my Panda Pak order once it's been dispatched?
While we don’t offer full real-time tracking, you’ll be notified via email once your order is out for delivery. For local deliveries using our in-house fleet, tracking may be limited to delivery status updates such as "on delivery."
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5. What should I do if my Panda Pak order arrives damaged or incomplete?
Please contact us within 48 hours of receiving your delivery. We’ll investigate the issue and arrange a replacement or refund as appropriate. Be sure to include photos and order details to help speed up the process.
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6. Does Panda Pak offer expedited shipping options for urgent orders?
Yes, we do our best to accommodate urgent requests. If you need faster delivery, please contact us before placing your order. We’ll confirm availability and advise on any additional charges that may apply.
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1. What is the return & refund policy for PandaPak’s products?
For faulty items, we offer a straightforward process for refunds or replacements without complications.
For non-faulty items, return requests are subject to our discretion. To be eligible for return, goods must remain unopened and in the same pristine condition as when they left our warehouse, free from any damage. Should you wish to discuss a return, kindly reach out to us directly. Additionally, a 10% administrative fee based on the products' prices will be charged. Please note that as the customer, you are responsible for shipping the goods back to our warehouse at your own expense. We advise taking necessary precautions as Packsense cannot be held responsible for any lost goods during transit.
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2. Can customised or personalised products be returned to PandaPak?
We do not accept return of customised or personalised products.
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3. How long does it take to process a return with PandaPak?
Customers are advised to contact our customer service team directly for information regarding the timeframe for processing returns and issuing refunds. Typically, this process can take between 7 to 10 days after the goods have been received at our warehouse.
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4. How do I initiate a return or exchange with Panda Pak?
To start a return or exchange, simply contact our customer service team with your order number and the reason for the return. We'll provide you with return instructions based on your location and order details.
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5. Are there any restocking fees for returned items to Panda Pak?
Yes. A 10% administration and restocking fee applies to all returns. For customers in London, we can arrange collection and apply the fee. For customers outside London, you are responsible for returning the goods, and the same fee will still apply.
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6. What happens if I receive the wrong items in my Panda Pak order?
If you receive an incorrect item, please contact our customer service team as soon as possible with your order number and a photo of the products received. We'll arrange a replacement or refund at no extra cost to you.
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7. Will I receive a confirmation once Panda Pak receives my returned items?
Yes, we’ll notify you via email once your returned items have been received and inspected. You’ll also be informed when your refund or exchange has been processed.
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1. What payment methods does PandaPak accept?
We accept various forms of payment, including:
- Visa
- Mastercard
- American Express
- Discover
- PayPal
- Pay On Account (Credit Account)
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2. Is my payment information safe when process payment with PandaPak?
At PandaPak, we prioritize the security of your payment information. We utilize cutting-edge encryption technology to guarantee a safe and secure purchasing process.
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3. Does PandaPak have any discounts for specific payment methods?
Sorry, currently we do not have any discounts for specific payment methods.
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4. Does Panda Pak offer credit terms for business customers?
Yes. Credit terms are available for eligible business accounts upon approval. If you're a regular trade customer, please contact us to discuss setting up a credit account.
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5. Can I receive a VAT invoice for my purchase from Panda Pak?
Yes. Credit terms are available for eligible business accounts upon approval. If you're a regular trade customer, please contact us to discuss setting up a credit account.
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6. Does Panda Pak charge any additional fees for using certain payment methods?
No, we do not charge extra fees for using any of the accepted payment methods. The price you see at checkout is the final amount you’ll pay.
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7. What happens if my payment fails during checkout?
If your payment is declined, please double-check your card details or try another payment method. If issues persist, feel free to contact us—we're here to help!
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7. Can I split my payment into multiple methods?
At this time, we only accept one payment method per order. However, if you need assistance, please contact our customer service team for potential alternatives.
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1. What kinds of branded packaging & bespoke packaging are available for PandaPak’s products?
We can do many different types of branding & bespoke packaging for our products. Please contact sales team for detailed information.
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2. Does PandaPak require a minimum order quantity for custom branded packaging & bespoke packaging items?
We do require a minimum order quantity for branded & bespoke packaging producst and it can vary from product to product.
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3. Is it possible to request a sample of a custom-branded packaging & bespoke packaging product from PandaPak before making a larger order?
Custom branded & bespoke packaging samples can be provided for certain products, although please be aware that there may be a fee associated with producing the sample. In some cases, we may also be able to send printed examples of products we have previously manufactured for clients.
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4. What file formats are required for submitting artwork for custom packaging?
We prefer high-resolution vector files in formats such as AI, PDF, or EPS. This ensures your branding prints clearly and accurately. If you're unsure about your file format, our team can review and advise.
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5. How long does it take to produce and deliver custom-branded packaging from Panda Pak?
Production times vary, but custom orders usually take 6–8 weeks from artwork approval to delivery. Timelines may vary based on product type, order volume, and seasonal demand.
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6. Can Panda Pak assist with the design process for custom packaging?
Yes! We offer design support to help bring your vision to life. Whether you need help fine-tuning an existing design or creating something from scratch, our team is here to assist you through the process.
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7. Are there any setup fees associated with custom-branded packaging orders from Panda Pak?
Yes, a one-time setup fee may apply for new custom printing jobs. This covers the cost of preparing printing plates or tooling. We’ll always provide a full quote upfront, so there are no surprises.
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1. What is PandaPak’s address?
Our address is Cumberland Business Park, Cumberland Avenue, Park Royal, London, NW10 7RT.
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2. How can I find recruitment Information?
If you're interested in joining PandaPak, please feel free to express your interest by emailing us a copy of your CV. Our dedicated team will carefully review your inquiry and inform you of any relevant opportunities that align with your skills and qualifications. Thank you for considering a career with PandaPak.
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3. What is the warranty policy of PandaPak?
The Company warrants that electrical goods supplied will conform to specifications and be free from defects for 12 months from the delivery date. The Company's obligation in case of a breach is limited to repairing or replacing defective goods, returned by the customer. This warranty supersedes all other warranties, expressed or implied, subject to the following conditions:
- 3.1 Claims must be in writing and submitted within 3 days of delivery.
- 3.2 The Company is not liable for defects arising from customer-supplied drawings, designs, or specifications.
- 3.3 The Company is not liable if defects result from willful damage, misuse, negligence, failure to follow instructions, or unauthorized alteration or repair.
- 3.4 The Company is not liable if the price for the goods remains unpaid by the due date.
- 3.5 This warranty does not cover parts, materials, or equipment not manufactured by the Company; the customer is entitled to the manufacturer's warranty.
- 3.6 Except for death or personal injury due to negligence, the Company is not liable for consequential loss, damage, or other claims.
- 3.7 Goods can be returned (at the customer's cost, in original boxes) within the first 7 days of the order date, with any initial carriage costs deducted from the final refund value.
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4.What is the difference between compostable, biodegradable, and recyclable packaging?
Compostable packaging breaks down into natural elements in a compost environment, leaving no toxicity in the soil. Biodegradable packaging decomposes naturally over time but doesn't necessarily meet composting standards. Recyclable packaging can be processed and used again to make new products. Understanding these differences helps in making environmentally responsible choices.
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5. Why should I switch to sustainable packaging?
Switching to sustainable packaging reduces environmental impact, minimizes waste, and meets growing consumer demand for eco-friendly products. It also aligns your business with global efforts to combat pollution and climate change.
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6. How does the choice of packaging materials affect the recyclability of the product?
The recyclability of packaging depends on the materials used. Mono-material packaging, such as PE/PE or PP/PP structures, is easier to recycle compared to multi-layered materials. Choosing packaging made from a single type of recyclable material can enhance its recyclability.
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7. Does Panda Pak support businesses looking to become more sustainable?
Absolutely. We partner with businesses to offer tailored eco-packaging solutions and help them reduce their environmental footprint through product recommendations and custom branding.
