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STORE POLICY

Customer Care

At Marsupial Solutions LLC, we are dedicated to providing exceptional customer service and support to ensure your shopping experience is enjoyable and hassle-free. Our customer care policy outlines our commitment to addressing your needs promptly and effectively.
 

1. Accessibility

We strive to make our customer support easily accessible to all customers. You can reach our customer care team through various channels, including:

- Email: service@koalakoa.com
 

2. Responsiveness

We understand the importance of timely responses to your inquiries and concerns. Our goal is to respond to all customer inquiries within 72 hours during regular business hours (Monday to Friday, 9:00 AM to 5:00 PM EST). 
 

3. Problem Resolution

In the event of any issues or concerns with your order, we are committed to finding a prompt and satisfactory resolution. Our customer care team will work closely with you to understand the issue and take appropriate actions to resolve it to your satisfaction.
 

4. Feedback and Improvement

We value your feedback as it helps us improve our products and services. Please don't hesitate to share your thoughts, suggestions, or concerns with us. Your feedback will be carefully considered and used to enhance the overall customer experience.
 

5. Privacy and Confidentiality

Your privacy and confidentiality are of utmost importance to us. Any information you provide to our customer care team will be handled with the strictest confidence and used only for the purpose of assisting you with your inquiries or concerns.
 

6. Commitment to Excellence

We are committed to upholding the highest standards of customer care and service excellence. Your satisfaction is our top priority, and we will continue to strive for excellence in everything we do.

If you have any questions or require assistance, please don't hesitate to contact us.

Privacy & Safety

This Privacy Policy describes how Marsupial Solutions LLC collects, uses, and discloses personal information when you visit our website. koalakoa.com (the "Site") and purchase products from us.
 

Information We Collect

When you visit the Site, WIX may collect certain information automatically from your device, including your IP address, browser type, referring website, pages you viewed, and the dates and times of your visits. Additionally, when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number.
 

How We Use Your Information

We use the information we collect to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this information to communicate with you, screen our orders for potential risk or fraud, and provide you with information or advertising relating to our products or services.
 

Sharing Your Information

We may share your personal information with third parties to help us use your personal information, as described above. For example, we use WIX to power our online store--you can read more about how WIX uses your personal information on WIX's Privacy Policy. We may also share your personal information to comply with applicable laws and regulations, to respond to a subpoena, search warrant, or other lawful request for information we receive, or to otherwise protect our rights.
 

Data Retention

When you place an order through the Site, we will maintain your order information for our records unless and until you ask us to delete this information.
 

Your Rights

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
 

Changes to This Privacy Policy

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.
 

Contact Us

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at service@koalakoa.com

Anti-Scalping Policy

At Marsupial Solutions LLC, we are committed to ensuring fair access to our products for all customers. We strongly oppose the unethical practice of scalping, which unfairly inflates prices and restricts access to high-demand items. To uphold this commitment, we have implemented the following anti-scalper policy:
 

  1. Purchase Limits: To prevent bulk purchases by scalpers, we enforce purchase limits on high-demand items. These limits are set to ensure that as many customers as possible have the opportunity to purchase these products.
     

  2. Identification Comparisons: For certain high-value or limited-release items, customers information (name, address, IP, Payment information etc.) may be compared to other in process orders. We reserve the right to cancel and refund your purchase if we suspect you of trying to violate the Purchase Limit on high-demand or Limited-release item.
     

  3. No Resale Allowed: Products purchased from Koala's Korner-shop are intended for personal use only and may not be resold for profit. Customers found to be engaging in scalping or resale of our products will be prohibited from future purchases and may face legal action. Units are numbered and serialized to help combat scalping.
     

  4. Fair Pricing: We strive to maintain fair and consistent pricing for all our products. Price gouging or artificially inflating prices for profit is strictly prohibited.
     

  5. Monitoring and Enforcement: We actively monitor purchasing patterns and online resale platforms to identify scalping activity. Any instances of scalping will be investigated, and appropriate action will be taken.
     

  6. Community Engagement: We encourage our customers to report any suspected scalping activity to us. Together, we can work to ensure fairness and accessibility for all. As ask that if a high demand unit or limited-edition item is being sold at scalped prices to not purchase the item in boycott of the scalping taking place.
     

By implementing these measures, we aim to create a shopping environment where everyone has an equal opportunity to purchase our products at fair prices. Thank you for your cooperation in supporting our anti-scalper policy.

Marsupial Solutions LLC.

Payment Methods

- Credit / Debit Cards
- PAYPAL
- AFFIRM

Payment Methods
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