Frequently asked questions
The questions we are asked most often, answered in full. If yours is not here, email [email protected] and we will answer within one business day.
This website does not process payments. When you place an order we record it and email you a secure payment link handled by an outside payment processor, and your payment details are entered there rather than here. No payment information of any kind is ever typed into a Pandolux page, and we never see or store your payment details at any point.
No. Checkout is guest-only and there is no account system on this site at all. You give us a name, a shipping address and an email address, and that is the whole of it. Your order number and tracking number arrive by email, so keep that message - it is the only record on your side.
Orders are packed at our Branchburg, New Jersey warehouse within one to two business days of payment clearing. After that, Standard shipping takes 3-5 business days, Expedited takes 2 business days and Overnight arrives the next business day. The date range shown on the product page and at checkout already includes handling time.
Standard shipping is free on merchandise subtotals over $49, measured after any discounts and before tax. Below $49, Standard costs $5.95. Expedited and Overnight are always charged at their posted rates. The cart shows how much more you need to add to cross the threshold.
Usually yes, if you email us before the parcel is packed - which in practice means within a few hours on a business day. Send your order number to [email protected] and say what needs to change. Once a tracking number has been issued the order is with the carrier and has to be handled as a return instead.
Email us within seven days of delivery with your order number and a photograph of the damage and the packaging. We send a replacement or a full refund, whichever you prefer, and we do not ask you to ship the damaged item back. There is no charge to you for any part of this.
Thirty days from delivery for unused items in their original packaging. Start a return by emailing your order number and we will send written instructions and a return address. Refunds go back to the original payment method within five business days of the item reaching us.
We do when the fault is ours: a damaged item, a wrong item, or a product that does not match its description. You do when you have simply changed your mind, and the outbound shipping cost is not refunded on those returns. We never charge a restocking fee.
No. Teak, acacia and bamboo boards and utensils should be hand washed in warm soapy water and dried standing up. A dishwasher cycle soaks and then bakes the wood, which raises the grain and eventually splits the board. Oiling with food-grade mineral oil every month or two keeps them sound for years.
Every product page lists measured dimensions, weight and materials rather than the manufacturer's marketing copy. Where a specification is missing it is because we could not verify it, and we would rather leave it blank than guess. Email or call us and we will measure the item on the shelf for you.
No. We ship to all fifty US states, the District of Columbia, and US territories served by USPS. We cannot ship internationally and we cannot ship to freight forwarders, because we have no way to stand behind a parcel once it leaves the country.
No. Prices are shown before tax. Sales tax is calculated at checkout based on your shipping address and appears as its own line in the order summary before you place the order, so nothing is added after you have committed.