Shop Frequently Asked Questions
Can I cancel or amend my order?
Once your order is placed, it is considered final and amendments cannot be made. Our team will do our very best to ensure any requests are adhered to and if you would like to make any changes to your order, please contact our team immediately at retail@savethekoala.com. We will do our best to make any amendments before shipping.
What are my payment options?
All orders can be paid via Credit or Debit Card
How can I exchange items or make a return?
If you are not completely satisfied with your order, please submit an enquiry to retail@savethekoala.com and we will assist with your exchange in a timely manner.
What is your returns policy?
We are happy to provide you with a refund if you are unhappy with your order. Under the strict circumstance products are returned unused and in their original condition. Items must be returned within 14 days of receiving your parcel (at your cost if it is a change of mind). This is extended to 21 days for international customers. We recommend that all items are assessed as soon as they are received to ensure you are able to return items within the timeframe.
I have received a faulty item?
If an item you have received is faulty, please contact us and a member of our team will respond promptly. Please ensure you have photographed the faults in your item so these can be assessed by a member of our staff.
Do you have a store I can visit?
Save the Koala Shop is located at 23 Stephen St, Warialda NSW 2402. All orders placed online will be dispatched from the same location.
I didn’t receive an order or shipping confirmation. What should I do?
We are sorry to hear that. Please ensure you check your junk folder. Alternatively, please ensure the email address provided is correct. If this has happened, please contact us immediately so we can verify that the order has been placed and received correctly. You can reach us during business hours on (02) 6729 1936
Where do I send returns/exchanges?
Please send your return to:
23 Stephen Street
Warialda NSW 2402
Australia
Please ensure you have contacted us prior to posting your return/exchange.
Missing your order?
If your expected delivery date has passed and you have not yet received your parcel, please refer to your tracking information and courier company. Alternatively, please contact our team.
Shipping
Where do you ship from?
All order placed online at savethekoala.com are shipped from Warialda, NSW 2402
How much is shipping?
Shipping costs vary and depend on the delivery location combined with the weight and size of your order. Please add all items to your cart and follow the checkout prompts, enter your delivery location and a shipping price will be shown before final payment is requested.
How long will my order take to ship?
Once you have placed your order, all orders will be processed and shipped in approximately 48-72hours. Please note that shipping times may vary as a result of Australia Post. All shipping times are estimates only.
How long will it take to receive my order?
We recommend allowing 5-10 business days for domestic delivery (within Australia)
We recommend allowing 10-15 business days for all international deliveries.
Do you ship on the weekends?
All orders are processed on Mondays and Thursdays
When it comes to delivery of your order, each carrier has their own operating hours. For example Australia Post generally don’t deliver on weekends.
Will I receive tracking on my parcel?
Once your order has been processed and shipped, you will receive a tracking number for your parcel. Please follow instructions to track your parcel.
Australia Post is the carrier used whilst your parcel is in Australia. Please note that once the parcel has been dispatched overseas, your local carrier is responsible for delivery.