配送说明
Punaien.shop 全站商品均享受免费配送服务。
目前我们仅支持配送至台湾、马来西亚和新加坡地区。
我们将在收到您的付款后尽快安排发货。商品发出后，将先进行中国大陆出口报关，预计需要 2–3 个工作日。
包裹抵达目的地并完成清关后，将由当地物流公司进行配送，届时您将收到邮件确认通知。
我们的配送方式为全程宅配。若因非物流公司原因导致配送失败（例如第二次配送未成功），包裹将被退回至物流站点，并可能产生额外费用。请您及时联系物流客服安排取件。
预计配送时间（从清关完成后起算）：
台湾：6–10 天
马来西亚：6–10 天
新加坡：6–10 天
退货政策
订单取消
您可以在下单后 1小时内 通过“联系我们”页面申请取消订单。若超过该时间，我们将尽力协助修改订单，但多数情况下订单可能已进入打包或发货流程，无法取消。
退货说明
若您收到的商品有瑕疵或因我们的错误发错商品，请您在签收商品后的 3天内 通过邮件与我们联系。
请注意：所有退货商品必须 未拆封、未使用，方可接受退货处理。
为确保您的退货能够尽快处理，请务必随包裹一同提供以下信息：
• 配送单复印件或订单编号
• 客服部门提供的退货授权编号
• 退货原因说明
请妥善包装退货商品，避免运输途中受损。我们建议使用挂号或保价邮寄方式，以便跟踪物流信息。
信用卡退款说明
退款金额仅限于商品本身的费用，运费不予退还。
包裹未收到或遗失申诉
若包裹的物流状态已显示“已送达”，但您实际并未收到包裹，请您务必在 3日内 向我们提交申诉。
这一3天期限可以让我们及时向物流公司提出调查请求。若在物流状态“已送达”后的 5天内 仍未提出申诉，可能无法获得补发或退款处理，因为物流公司需要在有效时间内接收索赔请求以进行调查。
提交申诉时请提供以下信息：
• 订单编号
• 收货地址
• 物流追踪显示的送达日期
• 未收到或遗失的情况描述
我们将协助您联系物流公司进行调查。您可能需要保留原始包装供物流公司检查。
若您未在物流状态显示“已送达”后的 5日内 提出申诉，该订单将被视为“已收货”处理，我们将无法根据与物流公司的合作条款受理逾期申诉。
感谢您的理解与配合。如有任何疑问，欢迎随时与我们联系。
Shipping Information
Free Shipping
We offer free shipping on all orders placed at Punaien.shop.
Shipping Destinations
Currently, we only ship to the following countries:
• Taiwan
• Malaysia
• Singapore
Order Processing & Export
Once your payment is confirmed, we will process and ship your order as quickly as possible.
After dispatch, all shipments from mainland China require 2–3 business days for export customs clearance.
Delivery Process
Once the package arrives at its destination country and clears customs, it will be handed over to a local logistics provider for final delivery. You will receive a confirmation email once this handoff occurs.
Home Delivery & Redelivery Policy
All deliveries are made to your provided address via home delivery.
If a delivery attempt fails due to reasons unrelated to the logistics provider (e.g., incorrect address, unavailability), additional redelivery fees may apply.
For example, if the second delivery attempt fails, the package will be returned to the local logistics station. In such cases, please promptly contact the logistics provider’s customer service to arrange pickup or redelivery.
Estimated Delivery Times (after export customs clearance):
• Taiwan: 6–10 business days
• Malaysia: 6–10 business days
• Singapore: 6–10 business days
Returns Policy
Order Cancellations
You may request to cancel your order via the Contact Us page within one hour of placing the order.
Requests made after this time will be considered; however, please note that in most cases, the order may have already been processed for packing or dispatched, and therefore cancellation may no longer be possible.
Returns
If you receive a defective product or an incorrect item due to our error, please contact us via email within 3 days of receiving the package.
Please ensure that all items are unopened and unused, as only such items will be eligible for return.
To ensure your return is processed efficiently, please include the following:
• A copy of your delivery note or your order number
• Return authorization (provided by Customer Service)
• A clear reason for the return
Please pack all returned items securely to prevent damage during transit.
We also recommend using registered or insured shipping services to allow tracking of the return parcel.
For credit card refunds, please note that we can only refund the total cost of the goods; shipping fees are non-refundable.
Claims for Non-Receipt or Lost Packages
Claims for packages marked as “Delivered” by the shipping carrier, but not received, must be reported to us within 3 calendar days of the delivery status update.
This 3-day window allows us to investigate the issue with the carrier promptly.
Claims submitted after 5 calendar days from the delivery status may not be eligible for a refund or replacement, as carriers require timely filing to conduct proper investigations.
To file a claim, please provide:
• Your order number
• Shipping address
• Delivery date as per the tracking information
• Description of the issue (non-receipt or loss)
We will work directly with the shipping carrier to investigate your claim.
Please note that you may be asked by the carrier to retain the original packaging for inspection.
Failure to report the issue within 5 days of the delivery status update will result in the order being considered delivered, as per our records.
Due to our agreements with shipping carriers, we are unable to accept claims submitted after this period.