SHIPPING & RETURNS
Shipping Policy
1. Processing Time: Orders are typically processed and shipped within 1-2 business days after the order is placed, excluding weekends and holidays.
2. Shipping Methods: We offer USPS Flat Rate Priority Mail Only.
3. Shipping Rates: Shipping rates are calculated based on the weight of the package and the destination. Customers can view shipping rates during the checkout process before finalizing their order. Upon review, we will permit international shipping, though it is prohibitively expensive. The buyer understands that customs may cause damage, which is not covered under the warranty.
4. Delivery Time: Delivery times vary depending on the shipping method chosen and the destination. Estimated delivery times will be provided during the checkout process.
5. International Shipping: We currently only offer shipping within The United State of America. International shipping rates and delivery times are currently unavailable.
6. Tracking: Once your order has been shipped, you will receive a shipping confirmation email with tracking information. You can track your package using the provided tracking number.
Return & Exchange Policy
1. Eligibility: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Returns must be initiated within 30 days of the delivery date.
2. Return Process: To initiate a return, please contact our customer service team at service@koalakoa.com to request a return authorization. Once your return is authorized, you will be provided with instructions on how to return the item.
3. Refunds: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the return is approved, a refund will be processed to the original method of payment within 14 business days.
4. Return Shipping: Customers are responsible for return shipping costs unless the return is due to an error on our part. In such cases, we will provide a prepaid return shipping label.
5. Exchanges: We currently do not offer exchanges. If you would like to exchange an item, please follow the return process outlined above and place a new order for the desired item.
6. Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately with photos of the damage, and we will arrange for filing a claim with USPS.