Effective date: 14th February 2025
This Shipping & Delivery Policy explains how we process, ship and deliver orders placed on colloflex.com (“the Site”). It should be read together with our Terms & Conditions and Returns & Refunds Policy.
“We”, “our” and “us” refer to FSF Global Trading, trading as ColloFlex.
Quick summary (important)
• Some ColloFlex packs (especially for the United States) may be sold as “Shipping + Duties Included” (duties prepaid). When this is clearly shown on the product page and/or at checkout, the price you pay already includes tracked shipping and prepaid import duties/taxes for that order.
• For orders not labelled “Shipping + Duties Included”, shipping is calculated at checkout and import duties/taxes (if charged) are typically payable by the recipient directly to the courier or customs.
• We ship from Malaysia using trusted express couriers, primarily DHL Express and FedEx.
1. Who we are
FSF Global Trading (ColloFlex)
Business registration: 003756234-X
Registered address
53, Jalan Sungai Merbau 32/93, Kemuning Greenville,
40460 Shah Alam, Selangor, Malaysia
Operational & return address
Semenyih Integrated Industrial Park,
43500 Semenyih, Selangor, Malaysia
Support
Email: support@colloflex.com
WhatsApp / Telegram (messages only): +60 18 2119951
2. Where we ship
We ship worldwide using trusted express couriers, primarily:
• DHL Express
• FedEx
Some countries or regions may be restricted due to courier limitations, sanctions or local import rules. If we cannot ship to your country, you will not be able to complete checkout, or we will contact you to cancel and refund your order.
3. Order processing time
Orders are usually processed and dispatched within 1–3 business days after payment has been received and cleared.
Business days are Monday to Friday, excluding Malaysian public holidays.
During busy periods (promotions, year-end holidays) processing times may be slightly longer.
If there is any unexpected delay with preparing your order, we will do our best to notify you by email.
4. Shipping methods & delivery estimates
We primarily use express services for faster and more reliable delivery.
Estimated transit times after dispatch:
• Asia: around 5–10 business days
• United States & Canada: typically 5–12 business days
• United Kingdom & European Union: typically 5–12 business days
• Australia & New Zealand: typically 5–12 business days
• Other destinations: timing may vary depending on courier routes and customs clearance
These timeframes are estimates only and are not guaranteed. Actual delivery time can be affected by:
• Customs inspection and clearance
• Local courier performance in your country
• Incorrect / incomplete delivery address
• Extreme weather, strikes, public holidays or other events beyond our control
5. Shipping fees
Shipping fees are calculated automatically at checkout based on the destination country, total weight and chosen service (where options are available).
Any promotional free-shipping offers will be clearly displayed and may apply only to certain countries or order values.
For orders labelled “Shipping + Duties Included”:
• Where the product page and/or checkout clearly states “Shipping + Duties Included”, the selling price already includes tracked shipping and prepaid import duties/taxes for that specific order.
• In these cases, shipping may show as included (or zero additional shipping fee) at checkout.
• If you do not see “Shipping + Duties Included” for your order, then shipping is calculated at checkout and duties/taxes (if charged) are handled as described in Section 7.
6. Tracking your order
Once your order has been shipped, we will email you a shipping confirmation including your tracking number.
You can use this number on the courier’s website (DHL or FedEx) to follow your shipment.
Tracking updates are provided by the courier; there may be short periods without scans while the parcel is in transit between facilities or waiting for customs inspection.
If you have not received a tracking email within a few days of ordering, please check your spam/junk folder, then contact us.
7. Customs, import duties & local taxes
Most of our orders are shipped internationally from Malaysia. Depending on your country’s rules:
• Your parcel may be subject to import duties, taxes (e.g. VAT), customs clearance fees and courier handling charges.
• Unless clearly stated otherwise at checkout (for example “Shipping + Duties Included”), these charges are not collected by us and are payable by you directly to the courier or customs authority on or after delivery.
If we offer a “Shipping + Duties Included” / duties-prepaid option for certain destinations (for example, some US shipments):
• This will be clearly labelled on the product page and/or at checkout.
• We will pay the estimated import duties/taxes to the courier on your behalf (where applicable).
• If customs requires additional information from the recipient (such as identity verification or a tax/ID number in some countries), the recipient must cooperate to avoid delays.
• Any additional charges caused by incorrect address, delivery refusal, or failure to cooperate with customs remain your responsibility.
Important note about returns and duties:
• Import duties/taxes charged by customs or a courier are governed by local regulations and may be non-refundable, even if an order is returned. We will assist where possible, but we cannot guarantee recovery of duties/taxes once paid.
Refusal to pay import duties (where applicable) or failure to cooperate with customs may result in the parcel being returned, destroyed or confiscated. In such cases, refunds may not be possible (see our Returns & Refunds Policy).
8. Delivery address accuracy
Please ensure that your:
• Full name
• Street address (including unit / apartment / floor)
• Postcode / ZIP
• City and country
• Contact phone number
are all correct and complete at checkout.
We are not responsible for delayed, lost or returned shipments caused by:
• Incorrect or incomplete address information
• Local delivery issues where the courier is unable to contact you or access your address
• Failure to collect from a pickup point or customs office within the specified time
If a parcel is returned to us due to address issues or non-collection, we can usually resend it, but additional shipping costs may apply.
9. Lost or severely delayed shipments
We treat a parcel as potentially lost when:
• There has been no tracking movement for at least 14 business days from the last scan; and
• We have opened an investigation with the courier.
If your tracking shows no updates for several days:
• Check the courier’s site directly.
• Contact the courier with your tracking number.
• If you still cannot get information, email us at support@colloflex.com.
Once the courier confirms a parcel is lost or cannot be located:
• We will either resend your order at our cost (where possible), or
• Refund the product cost (and shipping where required by law), at our discretion, depending on stock availability and destination risk.
We cannot be held liable for delays caused by customs, natural events or courier network disruptions, but we will always assist you in resolving issues wherever possible.
10. Damaged or missing items on delivery
Please check your parcel as soon as it arrives.
If the outer box is visibly damaged, take photos before opening. If items inside are damaged or missing:
• Take clear photos of:
– The shipping label and outer box
– Inner packaging
– All damaged products
• Keep all packaging materials.
• Contact us within 7 days of delivery with your order number and photos.
We will work with you to resolve the issue, which may include:
• Replacement of damaged items
• Partial refund
• Full refund in serious cases
11. Order changes & cancellation after shipping
If you need to change your delivery address or cancel your order, please contact us as soon as possible after placing the order.
Once an order has been packed or handed to the courier, we may not be able to intercept or change it.
In that case, you may need to wait for delivery and then use our Returns & Refunds process if you still wish to return the goods (where allowed).
12. Returns & refunds
This Shipping & Delivery Policy focuses on how your order is shipped.
For full details on:
• Which products can be returned
• Return time limits
• Who pays for return shipping
• Non-refundable cases
please see our dedicated Returns & Refunds Policy on the Site.
13. Contact us
If you have any questions about shipping, delivery or tracking, please contact:
FSF Global Trading (ColloFlex)
Email: support@colloflex.com
WhatsApp / Telegram (messages only): +60 18 2119951