GENERAL
- Where is Koala Health located?
Our main office and warehouse is situated in Brisbane, QLD. Additionally, to expedite delivery times and minimize costs, your order may occasionally be dispatched directly from our suppliers' warehouses located in Brisbane, Melbourne, Sydney, and Perth. This ensures efficient delivery while keeping shipping expenses to a minimum.
- Am I able to get a written quote/ invoice?
Certainly, we are equipped to generate written quotes or tax invoices tailored to your organization or business needs. Every item listed on our website features an "Add to Quote" button alongside the "Add to Cart" option. To request a quote, simply click on the "Add to Quote" button, provide delivery details and any specific requirements, and we will promptly send you a customized quote.
ORDERS & DELIVERY
- How long does delivery take?
We take pride in providing rapid, streamlined, and complimentary/discounted delivery services across Australia. Our aim is to ensure your items reach you swiftly and affordably.
Most of our orders are swiftly dispatched using courier services on the same or following business day. While delivery timelines may fluctuate based on your location and the items in your order, typically, orders are delivered within 2-3 business days for metropolitan and large residential areas, and within 5-7 business days for regional areas.
- How long does it take to dispatch orders?
Orders submitted before 12 noon on weekdays will be promptly forwarded to our warehouse for dispatch, usually on the same day. Otherwise, they will be processed on the following business day. Rest assured, you will receive an email notification, complete with a tracking number, once your order has been dispatched.
- Am I able to change my order once it’s been placed/paid?
Once your order has been sent to the warehouse for processing and dispatch, we're unable to modify the order details or cancel it. If you require any changes to an existing order, please reach out to us as soon as possible, and we'll do our best to accommodate your request.
- How much are the shipping fees?
After selecting the product you wish to purchase, click on the "Add to Cart" button. This action will redirect you to your cart page, where you can review your selected items and view the associated shipping costs. Our shipping fees will depend on the location and size of the items.
- Can you deliver to PO Boxes?
As we primarily utilize courier services for deliveries, we regret to inform you that we cannot deliver to PO Box addresses. For successful delivery, we require the complete street address.
- Can I pick-up the items?
While we do not currently offer a pickup service, we provide direct delivery to your doorstep or business location, eliminating the need for you to travel. This ensures convenience and saves you valuable time.
- How do I check the status of my order?
To check the status of your order, you can:
- Log in to Your Account: If you created an account during the checkout process, you can log in to your account on our website. Once logged in, you should be able to view your recent orders and their current status.
- Check Your Email: We typically send email updates regarding your order status. Look for emails from us with subject lines like "Order Confirmation" or "Order Shipped" for the latest information.
- Contact Customer Support: If you're unable to find the information you need through your account or email, feel free to reach out to our customer support team. They'll be happy to provide you with an update on the status of your order.
By using one or more of these methods, you should be able to easily track the progress of your order and stay informed about its status.
WARRANTY & RETURNS
- Does your products come with warranty?
Yes, all of our products come with a warranty to ensure your peace of mind. We are also proud to be authorized dealers of reputable brands, guaranteeing the authenticity and quality of the products we offer. Our commitment to being an authorized dealer means you can trust the legitimacy of our products and rely on our support for any warranty-related issues or concerns.
- How do I make a warranty claim?
As an authorized dealer for all the products we offer, you are entitled to full manufacturer warranties on your purchases. Should you encounter any issues, we're here to assist you with making your warranty claim process as smooth as possible.
Please reach out to us via email at sales@koalahealth.com.au, providing specific details about the issue, including relevant photographs. Once we receive your email, we will promptly liaise with the manufacturer on your behalf to initiate and process your warranty claim. Your satisfaction is our priority, and we're committed to resolving any concerns you may have with your purchased products.
- Do you offer refunds?
All our products come with the protection of the manufacturer's warranty, ensuring your confidence in their quality and reliability. Additionally, many of the items we sell are backed by a 30-day money-back guarantee for your peace of mind. However, please note that in certain cases, a restocking fee may be applicable for change of mind refunds, and some products may be exempt from returns due to health and hygiene considerations. Rest assured, we're committed to providing transparent and fair policies to ensure your satisfaction with every purchase.