Question 1

Where do you deliver?

Accepted Answer

We deliver to a supported list of Australian postcodes, and delivery is free to all of them. Enter your postcode on any product or cart page to confirm we deliver to you.

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 orders dispatch within 1–2 business days. Standard delivery is generally estimated at 5–8 business days. Delivery times may vary by product and fulfilment location.

Question 4

Why does my parcel packaging look different?

Accepted Answer

Some products may be dispatched directly from one of our fulfilment partners. Packaging and delivery documentation may vary depending on the product and dispatch location. Your order support, returns assistance and after-sales service remain managed through Koala Coast.

Question 5

Can I return an item if I change my mind?

Accepted Answer

Yes. Koala Coast offers a 14-day change-of-mind return policy for eligible unused products in their original condition and packaging. Return shipping is at the customer's cost and a 10% restocking fee applies. This voluntary policy is separate from your rights under the Australian Consumer Law.

Question 6

What if my item is faulty or damaged?

Accepted Answer

Contact us as soon as possible and include your order number and details of the problem. We may request photographs or video to help assess the issue. Faulty-product claims are handled in accordance with the Australian Consumer Law and are not limited by our 14-day change-of-mind period.

Question 7

Where do I send my return?

Accepted Answer

Please contact us before sending anything back. Products may be dispatched from different supplier fulfilment centres, so the correct return address can vary by product. Do not send a return to the address shown on the parcel unless we have specifically confirmed that address for your return.

Question 8

Can I track my order?

Accepted Answer

Where tracking is available, you'll receive an email with tracking details once your order ships.

Question 9

Will all my items arrive together?

Accepted Answer

Not necessarily. Some products are dispatched from different fulfilment locations, so an order containing multiple items may arrive in separate parcels or on different days. Where tracking is available, we'll send tracking information as each shipment is dispatched.

Question 10

Why did I receive more than one shipping notification?

Accepted Answer

If items from your order are dispatched separately, each parcel may have its own tracking information. You may therefore receive a shipping notification each time another parcel is dispatched. There is no extra delivery charge if your order is split across parcels.

Question 11

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 12

How do I contact support?

Accepted Answer

Email info@koalacoast.shop or visit our Contact page. We respond within one business day.

Frequently asked questions