Refund, Returns and Cancellation

Overview

This document states the general clauses of the Refund Policy, Return Policy, and Cancellation Policy of PingPong Sourcing.

Section 1: Refund Policy

1.1 – Merchandise Order Refund

If your order arrives damaged or isn’t up to standard, we will replace or refund the affected items. Please contact your account manager or open a support ticket through My Account > Support within 5 business days of receiving your order. Claims made after this time will not be considered. To help us assist you quickly, please include pictures or videos that show the issue. PingPong Sourcing will determine how many items need to be checked.

The claim review process may take up to 5 business days. For product replacements, we will let you know the expected delivery date and ship the items as soon as possible. Refunds will be processed within 2 business days after we finish reviewing your claim.

Section 2: Return Policy

Due to the cross-border nature of your orders, merchandise cannot be returned once they are shipped. However, if your order arrives damaged or in poor condition, we will replace or refund you for the affected items. For more information, see the Refund section.

Section 3: Cancellation Policy

3.1 – Merchandise Order Cancellation

We understand that circumstances may change, so we try our best to support your business needs. Should you need to cancel an order, contact your account manager or open a support ticket as soon as possible.

Here’s how cancellation refunds work:

Blank merchandise	Before shipping	We will refund you after deducting the following fees: Service charge $25 processing fee $55 restocking fee Additional expenses (e.g. packaging design)
Blank merchandise	In transit	Regretfully, we are not able to process a refund at this stage.
Decorated merchandise	Before decoration	We will refund you after deducting the following fees: Service charge $25 processing fee $55 restocking fee Additional expenses (e.g. packaging design)
	Imprinting/Quality check	Regretfully, we are not able to process a refund at this stage.
	In transit

Special Note (Updated April 11, 2025):
We know tariff changes create uncertainty. To support you, we’re offering more flexible cancellation options—including reduced fees and extended cancellation windows. Just reach out. We’ll work with you to find the best solution, case by case.

Section 4: Contact

For general inquiries, email [email protected]. If you have an account with us, please contact your account manager directly or open a support ticket.