FAQ
At Panda Shop the customer always comes first. It is our goal to make your shopping experience easy and pleasant.
If you have any questions or concerns, please do not hesitate to contact us by:
Tel: 2851 7255
Email: pandashop@wwf.org.hk
Do I need to create an account to shop?
Yes. To shop in our store, you will need to create a Panda Shop store account. Your account is protected by a password that you choose
I am WWF’s regular donor. Do I still need to create an account to shop?
Yes. We store our member database and Panda Shop sales record in 2 different systems.
Is there any user guide?
Yes. Please refer to How to Shop page.
How do I check the status of my order?
You can check your order status by going to My Account page. Please note that orders will normally be shipped within 7 working days. If there is a delay in shipping your order our staff will contact you to let you know.
Can I return/exchange products?
Items are non-refundable except the products is faulty or damaged. Customers can return the faulty or damaged products in the original packaging within 14 days with receipt that issued by WWF. Any shipping and handling fees that were paid during the original order are non-refundable. All additional shipping and handling fees are chargeable.
Please contact us as soon as possible by one of the following methods. We will try and change your order before shipping.
Tel: 2851 7255
Email: pandashop@wwf.org.hk
Can I buy offline?
Yes. You can buy offline by one of the following methods:
(1) Come to our Visitor Centre
Central Visitor Centre
Address: No.1 Tramway Path, Central, HK (Central MTR Station Exit J2, near Peak Tram Terminal. ONLINE MAP)
Opening Hour: 9am – 6pm, Monday to Friday (Except Tuesday)
10am-7pm, Saturday, Sunday & PH Holiday
Closed Every Tuesday
(*Closed on Lunar New Year holidays)
Tel: 2851 7255
Email: pandashop@wwf.org.hk
I am WWF’s regular donor. Do I have discount offer?
Yes, but please note that the discount offer only applies to shopping in our Central or Mai Po Visitor Centre, with presenting the membership card for verification. Members can enjoy 10% discount throughout the year and 15% on birthday month. The offer is not applicable to online shopping. For the address of our visitor centres, please refer to the previous question.
What do you do with the information that is inputted into my account?
We will ask for your name, email address, billing and shipping addresses and telephone numbers. This account information is kept along with your order history. You can view your account information by clicking on the My Account page at any time.
Your personal information may be used by us and the appointed service providers for communication and marketing purposes. Please refer to our Privacy Policy page for details.
We do not ask for your credit card information on the store. Your credit card information is processed by Asiapay, an independent online payment gateway, that to secure your payment process.
What will I get if I sign up for WWF’s newsletter?
You will receive a monthly email about latest global and local conservation news. We hope you find these informative and interesting but if you no longer wish to receive these emails please use the unsubscribe on the bottom of the latest promotional email or go to My Account and select Subscribe Newsletter and un-tick the box.
How shipping fees are calculated?
Shipping fees are calculated automatically based on the total weight of the products you have selected. The total weight is calculated by:
Product's weight + Packaging weight = Total weight
(1) The packaging weight will depend on your product's weight:
| Product weight | Packaging weight |
| 1 - 100g | 20g |
| 101 - 250g | 40g |
| 251 - 250g | 300g |
| 501 - 1000g | 400g |
| 1.01 - 10kg | 500g |
(2) Local shipping fee:
| Total weight | Local Postage Fee | |
| 0.01 - 0.5kg | $15.5 | |
| 0.51 - 1kg | $30 | |
| 1.01 - 2kg | $48 | |
| 2.01 - 3kg | $77 | |
| 3.01 - 4kg | $93 | |
| 4.01 - 5kg | $109 | |
| 5.01 - 10kg | $188 | |
| 10.01 - 15kg | $225 | |
| 15.01 - 20kg | $245 |
Please select the products you desire and proceed to the check out. Once on the checkout screen you will see your shipping fee.
If your items are to be shipped to residential area, we recommend you take the registered post option to insure your order arrives safely. The extra cost for registered post is $15.5
How long does delivery take?
After receiving orders we will prepare your order and ship within 7 working days. We ship via Hong Kong Post Office (HKPO) or other courier service providers. Normally it takes 1-2 days for local delivery.
If you need special arrangement for the product delivery, please contact us by:
Tel: 2851 7255
Email: pandashop@wwf.org.hk
Can I ship internationally?
Yes. We provide overseas shipping services to 2 regions: Mainland China, Macau.
After receiving orders we will prepare your order and ship within 5 working days. We ship via Hong Kong Post Office (HKPO) or other courier service providers. Normally it takes 7-14 days for overseas delivery (in normal situation)
Your postage fee will be actomatically calcuated by the system based on the total product weight, and will be shown on the "checkout" screen. Here below is the shipping charge table.
| Countries | 0.01-0.5kg | 0.51-1kg | 1.01-2kg | 2.01-3kg |
| Mainland China | $110 | $190 | $240 | $260 |
| Macau | $50 | $75 | $110 | $237 |
If you wish to ship to other countires, please contact us by email (pandashop@wwf.org.hk) to check the delivery fee.
Where can I collect my order?
You can collect your order from our Central Visitor Centre office.
Address: No.1 Tramway Path, Central, Hong Kong (Central Station Exit J2, near Peak Tram Terminal. ONLINE MAP)
Opening Hour: 9am – 6pm, Monday to Friday (Except Tuesday)
10am-7pm, Saturday, Sunday & PH Holiday
Closed Every Tuesday
(*Closed on Lunar New Year holidays)
Tel: 2851 7255
Email: pandashop@wwf.org.hk
When can I collect my order?
Our staff will let you know when your order is ready for collection. Normally you will be called within 2 to 3 days after placing your order.
Can I ask my family/friend/courier to collect my order?
Yes. Please give them a copy of your order confirmation for verification.
How can I pay?
If you complete the online payment option your payment will be processed securely by credit card.
Will my online payment information being protected?
Yes. Panda Shop uses the AsiaPay secure payment processing system to handle our online transactions because we believe it gives you the best security.
AsiaPay is an independent online payment gateway. It uses the same 128-bit SSL encryption technology as most banks.Your credit card information is held by AsiaPay, solely for the purpose of processing payments. This information is not held by WWF at any time.
How will WWF use Panda Shop’s income?
All Panda Shop’s income will support WWF-Hong Kong’s ongoing conservation and education works.
Are payments for Panda Shop products tax deductible?
No. Only donations over $100 are eligible for a tax deductible receipt.