FAQs

1. How long does it take to process my order?

   Once we receive your order it will be processed within 24 business hours. Order processing operates Monday - Friday (public holidays excluded). Orders received after 3pm AEST will be processed the following morning.

   Once your order has been dispatched, you will receive tracking details via email. 

2. I entered the wrong delivery address, what should I do?

   Send an email to hello@thecollagen.co or fill out our contact form here as soon as possible, including your order details and the correct address. We will do our best to rectify this for you!

3. Can I use a P.O Box or Parcel Locker as my delivery address?

   Yes! All Australian orders can be delivered to a P.O Box or Parcel Locker.

4. Do I have to sign for my delivery?

   All orders are delivered with Authority To Leave (ATL), no signature required. If no one is home at the time of delivery, the parcel will be left in a safe and discreet location at the discretion of the delivery driver.

   If you require signature on delivery, please contact hello@thecollagen.co or fill out our contact form here as soon as you place your order to request Signature on Delivery.

   You can also manage your delivery and any changes via the Australia Post website using the tracking number that is sent in your tracking email. 

   Please be aware that if your order is processed with Authority to Leave, and your package goes missing after being delivered, The Collagen Co. will be unable to process a claim. 

5. Why isn’t my order tracking updating or progressing?

   If you’re concerned about the whereabouts of your parcel, please first contact Australia Post, and quote your tracking number. Australia Post can provide the most accurate updates regarding your delivery.

   Our aim is to provide customers with a fast and reliable delivery service, however transit times listed above are estimates only, and unforeseen delays are out of our control. Whilst every effort is made to ensure your order reaches you in a timely manner, we are unable to accept any liability for delayed delivery caused by any third party. 

6. Do you deliver to International countries?

   Yes! We deliver to United States and Singapore. All international orders are shipped via Australia Post, and include tracking. 

   If for any reason you are unable to receive or collect your international order, please ensure someone will be available to receive or collect it on your behalf. We cannot resend products free of charge outside of Australia if your order gets returned to us. Signature is required by default.

7. Are there any additional charges for International deliveries?

   Recipients of international deliveries may be subject to import taxes, customs duties and fees levied by the customs office of your delivery destination. 
   
   Import Fees vary according to the customs regulations of the destination country. Components that play a role in import fee calculations are (among others):

   • Product category and price
   • Shipping costs and package weight
   • Customs clearance channel
   • Import taxes based on customs duty amounts

   Customs policies vary widely, and some countries don't charge Import Fees for shipments that fall below a minimum value. Contact the customs office of the destination country for more information.
   
   Any import fees incurred are required to be paid by the customer. The Collagen Co. is not liable for any import fees, and no refunds will be issued for orders where import fees remain unpaid by the customer.