Shipping Policy


Koala Paradise ("we" and "us") is the operator of (koalaparadise.com and mypetparadise.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.


1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.


2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

4.3 Dispatch Time

Orders are usually dispatched within 2 business days of payment of order

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.


4.4 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.


4.5 P.O. Box Shipping

Koala Paradise will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Items Out Of Stock

If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.


4.7 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.


5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.


6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.


7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes

Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in destination country


8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.


9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.


9.1 Process for parcel damaged in-transit

We will process a refund as soon as the courier has completed their investigation into the claim.


9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Estimated delivery time

Our delivery time is between 2-4 weeks, but most of the packages are being delivered after 14-18 days. Longer than this means there are circumstances that are out of our control. (Customs, bad weather, etc.)

11. Supported countries

Our shipping methods support several countries worldwide. If your country does not exist in this list, please do not hesitate contact us at koalaparadiseteam@gmail.com, since it may be possible to send the goods to you for a bit of a longer time!

  1. Australia
  2. Austria
  3. Belgium
  4. Brazil
  5. Canada
  6. Denmark
  7. Finland
  8. France*
  9. Germany
  10. Greece
  11. Hong Kong
  12. Hungary
  13. Ireland
  14. Indonesia (currently in a trial run)
  15. Israel
  16. Italy
  17. Japan
  18. Kazakhstan (currently in a trial run)
  19. Korea
  20. Luxembourg
  21. Malaysia
  22. Mexico
  23. Netherlands
  24. New Zealand
  25. Norway
  26. Poland
  27. Portugal
  28. Russia
  29. Saudi Arabia
  30. Singapore
  31. Spain
  32. Sweden
  33. Switzerland
  34. Thailand (currently in a trial run)
  35. Turkey
  36. Ukraine
  37. United Kingdom**
  38. United States***
  39. Vietnam (currently in a trial run)

 

11. Customer service

For all customer service enquiries, please email us at koalaparadiseteam@gmail.com