customer help

Our happiness team is here to help.

FAQs about purchasing

Orders and Shipping

How long does it take for me to receive my order?
Delivery time to USA 10-45 days, your order will be shipped out within 48 hours after we receiving your payment. Since our warehouse in California, delivery to California is the fastest, and other states are slightly slower. For other area’s buyers we will ship goods from China mainland warehouse.Different countries different shipping time. Because of the different customs handling time, we can not promise you delivery time. If you have any questions, please contact service@pantaimail.com
How do I create an account?
You can create your account here: https://www.bgrillmat.com/my-account/
How do I change my shipping address?
You can change before delivery, if you have any questions, please contact us service@pantaimail.com
Please note that any orders that have already been packed or shipped cannot be change.
How do I track the status of my order?
Buyers from USA,normally your package will be delivery by UPS, for other area’s buyers we normally ship by China Post, you can track your package by this website https://www.17track.net/en
Will you keep my credit card information on file?
No, your payment information is encrypted. We can only see whether your payment is successful, not your credit card information.
Do you charge sales tax?
Our products are sent from China, and there is currently no separate additional tax. If the national policy is adjusted, we will adjust it simultaneously.
Do you ship to my country?
Yes, our products can be delivered to all countries and regions in the world, but due to different customs clearance times in different countries, we cannot promise to deliver them at the specified time.
Will my items come in one package?
If your received package seems to be missing any items, please do not worry! We do ship orders in multiple/separate packages every now and then, due to weight restrictions and also to facilitate faster shipping once an item is located in our warehouse. Simply drop us an email at service@pantaimail.com and we’ll take care of it right away.

If you need to swap an item

Returns and Exchanges

What is your return policy?
If the product is not used within 30 days of purchase, it can be returned if it does not match.
I received the wrong item
If we send the wrong product, we will provide you with the product free of charge and will resend a new product within 48 hours.
My order arrived damaged
The quality of express delivery services in different countries is different, and product packaging is designed individually to avoid damage to the goods during transportation.We ensure that the goods delivered to you are of high quality.
Where should I mail my authorized return?
Different regions use different return methods, please contact us:service@pantaimail.com
How do I get customer support?
contact us service@pantaimail.com
What if the shipping address I entered is incorrect?
We are not responsible for any packages that are rejected because you entered an incorrect name, address or phone number when placing your order, are unclaimed at the local post office, or cannot be delivered to the address.
Can I change or cancel my order after I submit it?
All order cancellations must be completed within 24 hours of order placement.
Can I pre-order items that are sold out?
You cannot place an order directly for products that are sold out.You can contact us at service@pantaimail.com to reserve out-of-stock products.