• How long does it take for me to receive my order?

After receiving the order, the package will be shipped within 1-3 days. Usually we will use China Express Mail Service for delivery. Different countries and regions have different timeliness. Due to the different customs processing times in various countries, we cannot promise to Delivered within the specified time. Any question, pls email to 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?

Most of the parcels will be delivered by CHINA POST. Parcels information: https://global.cainiao.com/

  • 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.

  • What is your returns policy?

30 days within purchase and unused, if the products present mismatched, they can be returned.

  • I received the wrong item

If we send the wrong product, we will give you the product for free, and will reissue a new product within 48 hours.

  • My order arrived damaged

The quality of express service in different countries is different, and the product packaging is individually designed to avoid damage to the goods during transportation. We ensure that the quality of the goods delivered to you is qualified.

  • Where should I mail my authorized return?

Different return methods are used in different regions, please contact us at service@pantaimail.com

  • How do I receive customer support?

Contact us service@pantaimail.com

  • What do I do if I entered an incorrect shipping address?

All packages that are refused, unclaimed from the local post office, undeliverable as addressed because you input the wrong name or address or telephone number when you placed your order, will not be our responsibility.

  • Can I change or cancel an order after I’ve submitted it?

All order cancellations must be done within 24 hours of placing the order.

  • Can I pre-order an item that is sold out?

You cannot place an order directly for sold-out products. You can contact us at service@pantaimail.com to book out-of-stock products.