Q & A

[DELIVERY]
Do you deliver to a residential address?
Unfortunately we cannot deliver to a residential address. Our vehicles are commercial trucks and carry deliveries for multiple clients that at times requires temporary offloading during transportation.

Can I still pick-up my order with a smaller vehicle?
Yes for smaller vehicles we ask that you make payment and receive your invoice at our front desk. We have two (2) bay doors that can receive smaller vehicles and help load your order.

Do you offer Net 30/60/90 payment terms?
Almost all new customers are asked for COD or payment upon receipt. Long-standing customers, or those with good credit references, can qualify for various alternative payment terms depending on order history. We work with the Coface Group and other risk-management companies to aid us in these decisions.

How do I order online?
For new customers, first register as a new customer at panasiafood.net. You will be contacted via email. Orders can be made directly on our website or through our app once you’ve registered as a customer.

Can we arrange our own shippers to pick-up the order?
Yes we have four(4)docks that can receive containers. We ask that you give us two(2)days advance notice of the shipping company's arrival and to send us a Bill of Lading once the order is confirmed. Each invoice shows weight and volume and customers can estimate how many pallets they would need for their order.

How much does it cost for delivery?
We deliver within the GTA to commercial addresses. The minimum order amount is $1,000.00 for free shipping. Please allow for five (5) business days for local delivery. We do not deliver orders below the minimum amount.

What is your refund and return policy?
For local customers, if items are damaged during shipping or receiving, we ask that customers take pictures of the damaged items. If the item cannot be used in its entirety, we ask that you first return the item. If unable to return the item, we ask that it be stored so that we may pick it up upon our next delivery.

[RETURN] 
What is your refund and return policy?
For local customers, if items are damaged during shipping or receiving, we ask that customers take pictures of the damaged items. If the item cannot be used in its entirety, we ask that you first return the item. If unable to return the item, we ask that it be stored so that we may pick it up upon our next delivery.

What if I can't store the item to return on the next delivery?
Should storing the item not be possible, we ask that you contact us to advise on disposal.

Do I get fully credited for damaged items?
Depending on the amount of damage, customer accounts are credited with the amount of the damaged items.

What if I have an issue with the quality of the item(s)?
Sometimes, items may experience quality issues. In this case, depending on the nature of the issue, we can credit your next delivery or offer a refund.

How long do I have to claim a refund or return?
Returns or refunds must be claimed within 3days of receiving the item. For out-of-town and out-of-province customers, damaged items must be claimed upon receipt of the order and credited to customers’ accounts.

[ORDER]
Step 1: Place your order on our website.
The better the photos, the more users will like an online store.

Step 2: Your order is processed by our team.
Your online order is then processed by our team and adjusted for any promotional pricing. We will email a Pro Forma Invoice with estimated weight(lbs) and CBM.

Step 3: Revise or confirm your order.
If the invoice is confirmed, please move on to the next steps. If the order needs to be revised, contact our team via email and we will assist you.

Step 4: Make Payment.
We accept online payments through EFT.

Step 5: Make arrangements for shipping or pick-up.
Once payment has been confirmed, we can arrange for delivery locally our out-of-town. Customers are also welcomed to make their own shipping/pick-up arrangements. A final invoice will be issued prior to shipping.

How do I know how many pallets I need for my order?
At the end of your invoice we list the weight and CBM. Note that the weight does not include the pallet weight which is about 50 lbs. Shippers usually have different size trucks depending on if the pallet is for frozen, fresh or dry. It is best to tell us which shipper you will use and what type (frozen, fresh or dry) to estimate how many pallets will be needed.

[PAYMENT]
Do you offer Net 30/60/90 payment terms?
Almost all new customers are asked for COD or payment upon receipt.
Long-standing customers, or those with good credit references,
can qualify for various alternative payment terms depending on order history.
We work with the Coface Group and other risk-management companies to aid us in these decisions.

How do you accept payment?
We accept payment via cheque upon delivery or ETF before delivery.
NSF charges for cheques will be claimed against the customer.