Shipping policy

Thank you for choosing SunPaw. We proudly provide free worldwide standard shipping on eligible orders placed through sunpaw.rest.

This Shipping Policy explains our order-processing procedures, estimated delivery times, tracking, customs responsibilities, and what to do if a shipping issue occurs.

1. Free Worldwide Shipping

SunPaw offers free standard shipping worldwide.

No minimum purchase is required unless otherwise stated on the website or during a special promotion.

Free shipping applies to eligible destinations served by our shipping partners. In rare cases, we may be unable to ship to locations affected by carrier restrictions, sanctions, conflict, natural disasters, inaccessible postal routes, or legal limitations.

2. Order Processing

Orders are generally processed within 1–3 business days after payment is successfully confirmed.

Processing includes:

Payment verification;
Order review;
Product inspection;
Packing;
Shipping-label preparation;
Handover to the carrier.

Business days normally exclude Saturdays, Sundays, and public holidays.

Orders placed during high-demand periods, promotions, product launches, or holidays may require additional processing time.

3. Estimated Delivery Time

Standard delivery is generally estimated at:

7–10 business days after dispatch.

This is an estimated timeframe and not a guaranteed delivery date.

The total time between placing and receiving an order consists of:

Processing time + shipping time

For example, an order may require 1–3 business days for processing followed by approximately 7–10 business days in transit.

4. Possible Delivery Delays

Although most orders arrive within the estimated period, delays may occur because of:

Customs inspections;
International border procedures;
Carrier congestion;
Severe weather;
Natural disasters;
Public holidays;
Peak shopping seasons;
Transportation disruption;
Incorrect or incomplete addresses;
Remote delivery locations;
Local postal interruptions;
Security screening;
Events beyond our reasonable control.

SunPaw will provide reasonable assistance when delays occur, but we cannot guarantee exact delivery dates or control the operations of independent carriers and customs authorities.

5. Shipping Destinations

We ship to most countries and regions worldwide.

Availability may vary according to:

Carrier coverage;
Local import rules;
Product restrictions;
Political or security conditions;
International sanctions;
Address accessibility.

If we cannot ship to your destination, we will contact you and issue a refund for any amount paid.

6. Order Tracking

When tracking is available, a shipping confirmation containing tracking information will be sent to the email address used at checkout.

Tracking information may require 2–5 business days to update after dispatch.

Temporary messages such as “label created,” “shipment information received,” or “tracking unavailable” do not necessarily mean the parcel has not been shipped. The carrier may not scan the parcel until it reaches the next sorting facility.

7. Multiple Packages

Products within the same order may be shipped separately because of inventory location, parcel-size limitations, or logistical requirements.

You may receive:

Multiple tracking numbers;
Packages on different dates;
Separate delivery notifications.

You will not be charged additional standard shipping fees when an order is divided into multiple parcels.

8. Accurate Shipping Information

Customers are responsible for providing a complete and accurate delivery address.

Before submitting an order, verify:

Full recipient name;
Street name and number;
Apartment, suite, or unit number;
City;
Province, state, or region;
Postal or ZIP code;
Country;
Telephone number;
Email address.

SunPaw is not responsible for delay, loss, or return caused by incorrect information supplied by the customer.

9. Address Changes

To request an address correction, contact support@sunpaw.rest immediately.

We will attempt to update the address, but changes cannot be guaranteed after an order has been processed or transferred to the carrier.

Once the package is in transit, the carrier may refuse an address change or may charge an additional fee.

10. Customs, Duties, and Import Taxes

International packages may be subject to:

Customs duties;
Import taxes;
Value-added tax;
Brokerage fees;
Clearance charges;
Local postal handling fees.

Unless expressly included at checkout, these costs are the responsibility of the recipient.

SunPaw does not control customs decisions and cannot predict the amount of any charge.

Customers are responsible for ensuring that products ordered from SunPaw may legally be imported into their destination country.

11. Customs Delays

Customs clearance times vary by country and are outside our direct control.

A parcel held by customs is not automatically considered lost. Customers may be required to provide identification, proof of purchase, payment, or other documentation requested by the local authority.

Failure to respond to customs may result in delay, return, or disposal of the shipment.

12. Delivery Confirmation

An order is considered delivered when the carrier records the shipment as delivered to:

The address provided at checkout;
A mailbox;
A parcel locker;
A reception desk;
A building concierge;
An authorized pickup location;
A person at the delivery address;
Another secure location selected by the carrier.

Customers should check these locations and ask household members or neighbours before reporting a package missing.

13. Missing Packages

If tracking shows no delivery and the estimated delivery period has passed, contact us at support@sunpaw.rest.

Please provide:

Your order number;
Full name;
Shipping address;
Tracking number;
A brief explanation of the issue.

We may contact the carrier and open an investigation. Carrier investigations can take several business days.

Depending on the findings, we may offer a replacement, refund, or another suitable resolution.

14. Packages Marked as Delivered

If tracking shows “delivered” but you cannot find the package:

Check your mailbox, porch, entrance, reception, concierge, and parcel locker.
Ask household members, neighbours, or building staff.
Wait 24–48 hours because carriers sometimes mark parcels as delivered shortly before final delivery.
Contact the local carrier.
Contact SunPaw if the parcel remains missing.

SunPaw will review the issue, but we cannot guarantee reimbursement where the carrier confirms valid delivery to the address submitted at checkout.

15. Lost Packages

A package may be considered lost after the carrier completes an investigation or after an extended period without tracking movement.

If a shipment is confirmed lost, SunPaw may provide:

A replacement at no additional cost;
A refund to the original payment method;
Store credit, with customer approval.

The available resolution may depend on product availability and the circumstances of the shipment.

16. Damaged Packages

If your package or product arrives damaged, contact us promptly and preferably within 7 days of delivery.

Include:

Your order number;
Photographs of the outer packaging;
Photographs of the shipping label;
Photographs or video of the damaged product;
A description of the damage.

Keep all packaging until the claim has been reviewed.

17. Refused or Unclaimed Packages

If a package is refused, not collected, or returned because of unpaid customs charges, SunPaw may issue a refund after the parcel is received and inspected.

Non-recoverable customs fees, carrier return charges, or handling costs may be deducted where permitted by law.

18. Failed Delivery Attempts

Carriers may make one or more delivery attempts or transfer the parcel to a collection point.

Customers are responsible for monitoring tracking information and collecting the parcel within the carrier’s deadline.

Failure to collect the parcel may result in its return or disposal.

19. Remote Areas

Delivery to islands, rural regions, military locations, post-office boxes, and other remote areas may take longer than the standard estimate.

Some carriers may transfer the parcel to a local postal provider for final delivery.

20. Order Cancellations

Orders can only be cancelled before processing or dispatch.

Contact support@sunpaw.rest as soon as possible. Once a package has shipped, cancellation is no longer possible, but you may request a return after delivery.