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.
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
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.
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 firstname.lastname@example.org, since it may be possible to send the goods to you for a bit of a longer time!
- Hong Kong
- Indonesia (currently in a trial run)
- Kazakhstan (currently in a trial run)
- New Zealand
- Saudi Arabia
- Thailand (currently in a trial run)
- United Kingdom**
- United States***
- Vietnam (currently in a trial run)
11. Customer service
For all customer service enquiries, please email us at email@example.com