Help & Support Center
Frequently asked questions and active support channels for tracking and deliveries.
Tracking FAQs
What does "ON HOLD" status mean?
An "On Hold" or "Held by Customs" status indicates that your shipment is temporarily paused in transit. This is usually due to pending inspection fees, customs checks, or request updates from the shipper/recipient. Please log in to manage options or message live support to resolve any issues.
How can I change my delivery address?
To request address updates or schedule holds, click "Manage Shipment" in the tracking dashboard (Sign-in required). Once logged in, authorized shippers and recipients can submit changes directly.
How does escrow-protected shipping work?
With Pandoon's integrated escrow system, payment for high-value goods is held securely by Pandoon Express during transit. Once our milestone tracking records confirm successful delivery to the recipient, the funds are safely disbursed, ensuring secure transactions.
Can I schedule a package pickup?
Yes! Pandoon Express offers convenient, on-demand package pickups. Shippers can log in to their dashboard account to schedule a pickup time, or choose "Request Pickup" when booking a shipment as a guest. Our local couriers will collect your parcel directly from your home, office, or warehouse.
What shipping options do you support?
Pandoon Express manages both small parcel shipments (via ground networks and overnight air flights) and large-scale cargo container freight (LCL/FCL ocean cargo). We also provide specialized transactional shipping with integrated escrow protection.
Do you offer label printing and packaging services?
Yes! Through Pandoon's Design & Print solutions, we help you prepare, label, and document packages. You can print shipping labels directly from our online tools or visit one of our local depots for full service.