Frequently Asked Questions (FAQs)

Welcome to the Frequently Asked Questions (FAQs) page. Here, you’ll find answers to our most common questions and helpful tips to ensure you have the best experience while shopping with us. Whether you’re looking for information about placing an order, shipping, or returns, we’ve got you covered!

If you don’t find what you’re looking for, our customer support team is always ready to help.

Solutions Begin Here – We're Ready to Assist!

1. What is ePanda.com.au?

ePanda.com.au is a reliable Australian online platform dedicated to providing affordable and sustainable networking solutions. We serve businesses, IT professionals, and individuals across Australia, offering high-quality products to enhance your connectivity. Whether you're upgrading infrastructure, expanding your network, or searching for budget-friendly alternatives to new hardware, we help you find the perfect solutions to suit your needs. At ePanda, we focus on delivering outstanding value, top-tier products, and an exceptional shopping experience tailored to each customer.

2. How can I create an account?

Creating an account is easy and recommended for a seamless shopping experience. To sign up:

    • Click the “My Account” button at the top of the website.
    • Select the “Register” option to create your account.
    • Enter your email address, and we’ll send you a link to set a new password.
    • Click the link to create your new password.
    • Update your profile information.
    • You’re all set and ready to start shopping!

With an account, you can:

    • Track your orders.
    • Save your favorite items to a wishlist.
    • Enjoy exclusive offers and promotions.
3. Do I need to create an account to place an order?

No, you can place an order as a guest. However, creating an account allows for faster checkout, order tracking, and access to exclusive offers.

4. What is a Wishlist, and how does it work?

A Wishlist is a feature that allows you to save your preferred products for future reference or purchase in your account.

    • To add items to your wishlist, simply click the "Add to Wishlist" button on the product page.
    • You can access your wishlist at any time by logging into your account and navigating to the Wishlist section.
    • Additionally, you can easily share your wishlist with friends or family by clicking the "Share" button or copying the link and sending it via email.
5. What is a Waitlist, and how does it work?

The Waitlist allows you to sign up for notifications when a sold-out item becomes available again. Here’s how you can join:

    • Simply visit the product page of the sold-out item you’re interested in.
    • To join the Waitlist of the item, enter your email address and click on Add to Waitlist button to receive updates on the product’s availability.
    • Once the item is back in stock, you will receive an email notification, allowing you to purchase it at your convenience.

Ordering and Payments

1. How do I place an order?

To place an order on ePanda:

    • Browse our product categories and choose the items you love.
    • Click “Add to Cart” on each product.
    • Once you’ve finished shopping, click the cart icon at the top-right corner.
    • Proceed to checkout, where you’ll enter your shipping and payment details.
    • Click “Place Order” and wait for your confirmation email.
2. What payment methods do you accept?

We accept the following secure payment methods:

    • Credit/Debit Cards (Visa, Mastercard, American Express)
    • PayPal
    • Afterpay, Zip Pay (if applicable)
    • Apple Pay, Google Pay (on supported devices)

All payments are processed securely through Square, ensuring that your information is protected with industry-standard encryption and safety measures. You can shop with confidence, knowing that your payment details are safe at all times.

3. Can I modify or cancel my order after it has been placed?

We strive to process and ship orders as quickly as possible. If you need to cancel or modify your order, please contact us at support@epanda.com.au or through our Contact Us page as soon as possible. Please note that we can only accommodate changes or cancellations before the order has been dispatched. We appreciate your understanding and are here to assist you with any concerns.

4. I haven’t received my order confirmation email. What should I do?

If you haven’t received your order confirmation email, please follow these steps:

    • Check your spam or junk folder: Sometimes, confirmation emails can be mistakenly filtered by email providers.
    • Verify your email address: Ensure that the email address you provided during checkout is correct.
    • Wait a few minutes: It might take a few minutes for the confirmation email to arrive, especially if there’s high traffic on our site.

If you still haven’t received the email after checking your inbox and spam folder, please contact our customer support team. We’ll be happy to confirm your order details and resend the confirmation if needed.

You can reach us at:

    • Email: support@epanda.com.au
    • Phone: 1300 580 768

Shipping and Delivery

1. How long does shipping take?

We aim to get your order to you as quickly as possible. Our standard delivery times are:

    • Standard Shipping: 3-7 business days
    • Express Shipping: 1-3 business days

Delivery times may vary depending on your location and external factors such as holidays or courier delays.

2. Do you offer free shipping?

Yes, we do! Get free shipping on every order, Australia-wide. No matter the size of your purchase, we’ll deliver it straight to your door at no extra cost!

3. How can I track my order?

Once your order has been dispatched, you’ll receive an email with a tracking number and link. You can also track your order anytime by logging into your account and visiting the My Account section. Simply use your username to check the delivery progress. If you encounter any issues or need further assistance, our support team is here to help!

4. My order is delayed. What should I do?

We sincerely apologize for any delays you may be experiencing. Please note that during high season periods, or due to location-based factors, delivery times may be longer than usual. Rest assured, we are working closely with our courier partners to ensure your order arrives as quickly as possible.

To check the status of your order, please refer to the tracking link provided in your order confirmation email for the latest updates.

If the tracking hasn’t been updated or if you need further assistance, please don’t hesitate to reach out to our support team. We are here to assist you and will do everything we can to resolve the issue promptly.

You can contact us at:

Returns and Refunds

1. What is your return policy?

We want you to be completely satisfied with your purchase. If you’re not happy, you can return your item within 14 days of receiving it, provided it meets the following conditions:

    • The item is unused and in its original condition.
    • It includes all original packaging and tags.
    • Proof of purchase is provided.

To initiate a return, please contact us at support@epanda.com.au with your order details.

2. How long will it take to process my refund?

Refunds are typically processed within 5-7 business days after we receive the returned item. Refunds will be issued to the original payment method.

3. What if I receive a damaged or incorrect item?

We sincerely apologize for any inconvenience caused. If you receive a damaged, defective, or incorrect product, please contact us immediately at support@epanda.com.au or through our contact page with your order number and photos of the item. We’ll arrange for a replacement or refund as quickly as possible.

Warranty Information

1. What is covered under the warranty?

The warranty typically covers manufacturing defects and faults that occur during regular use within the specified warranty period. It does not cover damages resulting from misuse, accidents, or wear and tear over time. Please refer to the product description page for specific warranty coverage details.

2. How long is the warranty period for my product?

Warranty periods vary by product and are clearly stated on each product's description page. Please check the warranty section for the specific product you are purchasing to ensure you are aware of the coverage period.

3. Can I extend the warranty on my product?

Yes, you can purchase an extended warranty within 30 days of your original purchase. If you would like more information or assistance with purchasing an extended warranty, please contact our customer support team at support@epanda.com.au or through our contact page with your order number.

4. What if my product is out of warranty?

If your product is out of warranty, we may still be able to help with repairs or replacements at your cost. Please contact us with the details of your issue, and our team will advise on the best course of action.

5. Do I need to register my product for warranty?

In most cases, you do not need to register your product to activate the warranty. As long as you have proof of purchase and the product is within the warranty period, we can process your claim. However, it’s always a good idea to keep your proof of purchase for warranty purposes.

Account and Support

1. What should I do if I’m having trouble logging into my account?

If you're unable to log in, you simply reset your password, follow these steps:

    • Go to the My Account page.
    • Select the Lost your password? option.
    • Enter the email address linked to your account.
    • Check your inbox for a reset link and follow the instructions to set a new password.
    • If issues persist, contact our customer support team via Email, Phone, Contact Us page or Live Chat for  assistance.
2. How can I update my account details?

To update your account information:

    • Log in to your account on the My Account page.
    • Navigate to Account Details.
    • Update your personal information, such as your name, email address, password, shipping address and billing address.
    • Click Save Changes to ensure your updates are applied.
3. How can I contact customer support?

We’re here to help! You can reach us through the following methods:

  • Email: support@epanda.com.au
  • Contact Form: Available on our Contact Us page.
  • Live Chat: Chat with our team directly on our website during business hours.
  • Phone: 1300 580 768

Get in Touch

    Need a Help?

    • phone 1300 580 768
    • messenger Messenger
    • email support@epanda.com.au

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