Shipping Policy

Order Processing

We aim to process and ship orders within 1–3 business days after payment has been successfully received.

Orders placed on weekends or public holidays will be processed on the next business day.

During periods of high order volume, promotions, or holidays, processing times may be slightly longer. If there is a significant delay, we will contact you using the information provided with your order.

Shipping Methods & Delivery Times

We offer shipping options to selected destinations. Available shipping methods and estimated delivery times will be displayed at checkout based on your shipping address.

Estimated delivery times are provided for reference only and may vary due to factors such as:

• Carrier delays
• Customs clearance
• Weather conditions
• Public holidays
• Incorrect or incomplete shipping information
• Other circumstances beyond our reasonable control

The delivery time shown at checkout or provided in your tracking information is the most up-to-date estimate available.

Shipping Costs

Shipping costs are calculated based on your destination, order value, package size, and the shipping method selected.

The applicable shipping fee will be displayed at checkout before you complete your purchase.

From time to time, we may offer free shipping or promotional shipping rates. Any applicable free-shipping threshold or promotion will be clearly displayed on our website or at checkout.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing tracking information, where available.

Please allow some time for the tracking information to become active after the package has been handed over to the carrier.

You can use the tracking information provided to check the latest delivery status of your order.

International Shipping

We currently ship to selected countries and regions.

International orders may be subject to customs duties, import taxes, VAT, or other fees imposed by the destination country. Unless otherwise stated at checkout, these charges may be the responsibility of the customer.

Shipping availability, costs, and delivery times may vary depending on the destination.

Customs & Import Duties

For international orders, customs clearance procedures may cause additional delays.

Any customs duties, import taxes, VAT, or other charges imposed by local authorities will be handled according to the applicable shipping and tax arrangements shown at checkout.

We are not responsible for delays caused by customs authorities or for charges that are imposed after the order has been shipped, except where required by applicable law.

Incorrect or Incomplete Shipping Information

Please make sure that your shipping address and contact information are accurate before placing your order.

If an order cannot be delivered because of an incorrect or incomplete address provided by the customer, additional shipping costs may apply for reshipment, where permitted by applicable law.

If you notice an error in your shipping information after placing an order, please contact us as soon as possible. We will do our best to assist you, but we cannot guarantee that the information can be changed after the order has been processed or shipped.

Delayed, Lost, or Damaged Packages

If your package is significantly delayed, appears to be lost, or arrives damaged, please contact us as soon as possible at eva.tao@medi-sun.com.

For damaged packages, we may ask you to provide photographs of the package and the product to help us investigate the issue with the shipping carrier.

We will work with the carrier to investigate delivery issues and provide an appropriate solution in accordance with applicable laws.

Contact Us

If you have any questions about shipping or your order, please contact us at:

Email: info@colla-paw.com

We will be happy to assist you.