Shipping & Return


The item in stock is usually shipped within 2 to 3 business days. Pre-order items are shipped within about 10 to 15 business days.

All orders are delivered via a shipping service with traceable records. Package tracking number will be emailed to you once the package is on the way. If standard shipping is used, it usually takes about 1 week from shipment to arrival. If express shipping is used, arrival time can be as soon as 2-3 business days from shipment without taking into account with Customs clearance. In some cases and countries, the shipment might be delayed due to longer Customs clearance process. Please understand your country's process before ordering if you are located at the places that have relatively more difficult Customs clearance process, e.g. EU countries, India, etc. We will provide necessary documents to assist clearance process but we will not be responsible for the delay or failure due to Customs clearance. Fees and/or additional charges caused by returning packages will be rendered by the buyer.

Items that are not in stock in our U.S. warehouse will be directed to our factory located in China automatically, so the shipment might come from our shipping agents. For the convenience of Custom clearance, the invoice as found in the package is undersigned by our shipper with declared value which may be lower than your payment. 

  • No orders are processed on Saturday and Sunday
  • Deliveries are made Monday through Friday (except on holidays)
  • We can ship to PO Boxes and Military APO or FPO boxes via post office shipping services. However, the delivery time will be out of our control, please pay attention to your own package and we will not be responsible for the packages that is lost while delivery to these addresses.
  • If package is returned to seller caused by the reasons including, but not limited to, unsigned packages, non-deliverable addresses and failure of Customs clearance, associated fees and additional charges will be deducted from your refund. 

Shipping Costs:

  • Shipping costs will be depending upon the region of the destination country and the shipping method you choose.
  • Duties and taxes are unpaid.

Import Duties and Taxes: 

  • Most of our shoes are delivered to your doorsteps without extra charges on import duty or taxes. In case your order may be subject to VAT, import duties and/or taxes, they are levied once your package reaches your country.
  • PAN'S FAMILY ships your package DTU, “duties and taxes unpaid”, and does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered by the buyer in order for your package to clear customs.


14 Days easy return and refund for unused undamaged items in its original condition and returned in its original packaging.

Unused undamaged items in its original condition can be returned in its original packaging. You can request return for exchange or return for refund by contacting us within 14 days from the date of delivery (include). Please initiate return request by using the following link: 

Return address:

Pan'S Family
111 Bedford Rd STE 1
Armonk, NY 10504
United States

A China address will also be available upon request.

All merchandise must meet the guidelines listed below or it will be shipped back to the customer at the customer’s expense:

  • All merchandise must be unworn in its original condition. Any items returned with signs of use or damage can not be refunded. We can only accept returns that are in a resalable condition. 

  • Your return must be accompanied with original packaging plus any accessories or extras that may have been included with the shipment.

  • All items are shipped out from us will have a protective cardboard box, so if your return is sent to us without a protective cardboard box, we will not be able to accept the return.

  • A valid tracking number of your returned packages must be provided. Without valid tracking number of your returned package, we will not be able to process your return.

We DO NOT charge restocking fees. But we request that all the returned goods shall be shipped out with a valid tracking number within 10 business days of the date your return request is approved. If your return is not shipped out within 10 business days of the date your return request approved, your return request will be canceled and your order is no longer valid for return.

  • The item must be returned in its original unworn/unused/undamaged condition and returned in its original packaging for a refund.

  • Customer pays for return shipping. International shipping costs and tax/duty charges may occur on some returns. Please take it into consideration before place an order.

  • Items on sale or clearance are not eligible for return, unless the return is a result of an error (you received an incorrect or defective item).

  • Discount coupons are not refundable.

  • Bulk orders or custom orders are not refundable.

Please contact us to submit the return request for your order. The returned items shall be shipped via a prepaid (customer pays return shipping), insured, traceable method to PAN'S FAMILY return address. Package tracking number shall be provided once your return is on the way. We won’t be able to process your return if return package tracking number is unavailable.

Please allow a minimum five (5) business days for us to receive and process your return. You can expect a refund within ten (10) to fifteen (15) business days of when we receive your return and your return is qualified for refund. We’ll notify you via email, using the contact information you supplied to us when you placed your original order, when we have received and processed the returned product(s).
    Credits to a Gift Certificate
    When you return an order that was purchased with a gift certificate (the entire order or just part of it), there are two ways that we can process the return: If you used a gift certificate to pay for part of the order, the credit will be issued to the gift certificate first, even if the balance of the gift certificate was zero after the order was placed. After we credit your gift certificate, we credit the remaining amount, if any, of the return to your paypal account that was used to pay the remaining order balance. NOTE: We do not credit shipping costs for any returned orders. Tax or duty charges occurred on the returned items will be deducted from the original payment. Customer Service Representatives are available to assist you Monday through Friday from 10:00 am to 4:00 pm. Please do not hesitate to contact us with your questions and comments.

    Damaged and Defective Items

    Damaged or Defective products that are returned to PAN'S FAMILY are inspected by our Quality Assurance Department and refunded following our return policy, if the damage is the result of a manufacturing defect or deviation from our approved factory specifications. Our liability for any damaged or defective products is limited to the refund of such product. If the problem was caused by reasons other than materials quality, assembly process, or a deviation from our approved factory specifications, the original merchandise will be returned to you in the same condition as it is in upon our receipt of your returned package. We do not replace damaged or defective merchandise:

    • damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp objects, brutal force etc.)

    • damaged by misuse or activities other than the intended purpose

    • damaged by wear and tear