Question 1

Where do you deliver?

Accepted Answer

We deliver Australia-wide. Free metro delivery is available for Sydney, Melbourne, Brisbane and Gold Coast on most items. Regional and remote postcodes may incur additional freight.

Question 2

Are your prices GST-inclusive?

Accepted Answer

Yes. All customer-facing prices on our website include 10% GST.

Question 3

How long does delivery take?

Accepted Answer

Most metro orders dispatch within 1–2 business days and arrive within 3–7 business days. Regional and remote deliveries may take longer.

Question 4

Why does my parcel show vidaXL branding?

Accepted Answer

Some products are supplied and dispatched through our fulfilment partner network, which may include DropXL / vidaXL. This means the parcel, carton, manual or label may show vidaXL branding. Your purchase was still made through Koala Coast Pet Supplies, and our team remains your point of contact for order support, delivery questions, returns and after-sales assistance.

Question 5

What is your returns policy?

Accepted Answer

We accept returns within 30 days of delivery. Items must be in original condition and packaging where required. See our Returns page for full details.

Question 6

Can I track my order?

Accepted Answer

Yes — once your order ships you'll receive an email with tracking details.

Question 7

Do you sell pet food?

Accepted Answer

Yes. We carry pet food across dog, cat, bird and fish categories. For hygiene reasons, opened food cannot be returned unless faulty.

Question 8

How do I contact support?

Accepted Answer

Email hello@koalacoast.com.au or visit our Contact page. We respond within one business day.

Frequently asked questions