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FAQ

Is the Panastore a Panavision company?

The Panastore is an in-house retail business operated by Panavision employees that sells official Panavision gear and supplies. We have exclusive rights to the logos and designs!

Why did I not receive a tracking number for my USPS package?

International and domestic shipments are not trackable at Panavision via USPS.  We do not have access to Certified/Express Mail to ensure delivery and provide a tracking number, therefore when it leaves Panavision it is no longer our responsibility and you are shipping at your own risk.   When an order shipped internationally reaches the destination country, the package may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.

What is your return policy?

The Panastore strives to ensure that our customers receive only the highest quality merchandise and service. However, we realize that you may wish to return or exchange an item you purchase. Please carefully read our Return Policy to see if your item meets the criteria for an acceptable return or exchange.

The Panastore will accept the return of many items within 30 days of the date of the original invoice for either a full refund or an equal exchange. All refunds are subject to a 15% restocking fee. The Panastore will NOT accept returns in other than the item’s ORIGINAL UNUSED or UNOPENED condition. All warranty cards, product manuals, etc. must be in original, unaltered condition. All apparel must be returned unworn, with tags attached and accompanied by the original invoice. ITEMS THAT HAVE BEEN USED OR WORN MAY NOT BE RETURNED.

If an item you receive is incorrect, damaged or defective you can return the item by mail for a full refund or replacement. The replacement item will be sent to the original "ship to" address upon receipt of the original item to the Panastore, pending product availability. Once we receive your item, we will either credit your original method of payment or ship you a replacement item, based on your request.

If you want to exchange any item for the same item or for a different one, please contact a Customer Service Representative to request a replacement. You will be refunded your original purchase price, less shipping charges and any applicable restocking fee, once we receive the item and place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order. Please note that it takes us 3 to 5 business days to process returns once they arrive at our location.

We recommend that you insure your package and ship it via a trackable carrier method. The Panastore cannot replace or provide credit for any item lost during return shipping.

The Panastore is not responsible for merchandise damaged by customer misuse or failure to follow instructions accompanied with the product. Returns will not be accepted for merchandise that has been damaged by customer misuse or negligence.

Please inspect your order immediately upon receipt. DO NOT sign for a damaged package without full inspection of its contents. All items damaged in shipment are insured. If you receive a damaged item, please contact the Panastore within 24 hours. Lost packages shipped via the United States Postal Service are not eligible for replacement.

 What is your cancellation policy?

If you order any merchandise and wish to cancel your order before the item is shipped you may be subject to a 5% cancellation fee. Once an order has been submitted, you must contact the Panastore to cancel or change the order. We are unable to cancel or change an order that has already been processed for shipment.

 What is your refund policy?

Refunds are typically processed within one week of the customer's request. The funds will be deposited back in your credit card account and it will show on your next statement depending on the issuing bank and/or billing cycle. If you have requested an exchange, your account will be credited for the return and charged for the new item.

Shipping Charges are not refundable, unless there was an error on our part related to your order (in which case we will issue a credit for any applicable shipping charges). Customers are responsible for paying shipping charges to return the item(s) to the Panastore.

Please contact the Panastore Customer Service if you have any questions about the use of the item(s) or services you are purchasing. Call Monday – Friday, (818) 316-2100, 8AM-5PM Pacific Standard Time.

 

When should I expect my items to be delivered?

Please allow 1-3 days for order processing. Most packages arrive at their destination in 3-5 business days. Please allow the appropriate amount of time for the delivery of your order. We cannot guarantee transit times with any carrier. Deliveries to PO Boxes are made via USPS, International deliveries are sent via Fed Ex, and Domestic packages are shipped via UPS Ground. Please, email customer service at panastore@panavision.com before placing your order if you need expedited shipping.

 

We are currently offering free shipping on all domestic orders. International order charges are based on total weight and package dimensions and are determined by the shipping costs quoted by FedEx, and are calculated at the checkout screen for your review before submitting your order. Customs, Duties, Brokerage Fees, Taxes and other fees associated with importing products for International Orders will be the sole responsibility of the customer.

Do you offer international shipping?

Yes, we offer international shipping. However, our internal shipping department calculates shipping costs and customs duties for us (rather than Shopify). If you live outside the United States and would like to place an order, please email Panastore@Panavision.com with the following details:

  1. Name
  2. Address
  3. Phone Number
  4. Items you'd like to purchase (please include sizes and colors)

We will get back to you with a quote for the shipping/customs fees and proceed with the transaction via Paypal.