Shipping & Return Policy
Free Shipping
We provide free shipping for orders over $39 and ship to any physical address within contiguous United States(excludes AK, HI & PR). Note that there are restrictions on some products, not all products can be shipped to international destinations.
Tracking Information
KOALAGP orders are usually shipped out within 24 hours. Once your package is picked up, we'll send you the tracking information, then you can check it.
Delivery
Delivery Time: 2-5 working days
KOALAGP Carriers: USPS, FedEx and UPS
A 10% restocking fee will be charged on any order if delivery is refused, or 5% restocking fee for store credit.
All packages will be shipped without a signature requirement for delivery. KOALAGP is not responsible
for lost or stolen packages without a signature. Signature for delivery is available for an additional fee.
Please note: that our warehouses do not ship on weekends or holidays.
Affected by Covid-19, there will be some delay on the delivery.
Customs Duty Policy：
All orders shipped to Canada and Mexico may incur customs duties and taxes. These charges are imposed by the local customs authorities and are the responsibility of the recipient. We recommend that customers check with their local customs office to understand any applicable fees and regulations before placing an order. Please note that delays may occur if additional documentation is required for customs clearance.
15 Days Return Policy：
All products purchased from KOALAGP.com are eligible for return within fifteen (15) calendar days from the date of delivery.
To qualify for a return, items must be unopened, unused, and in their original, undamaged packaging. KOALAGP reserves the right to refuse any return that does not meet these conditions.
To request a return or exchange, customers must first contact us through the official contact form on our website and obtain return authorization. The original invoice must be provided as valid proof of purchase, and the reason for the return must be clearly stated. Returns sent without prior authorization may be refused.
If the return or exchange is requested for reasons not attributable to KOALAGP (including but not limited to personal preference, incorrect selection, or other non-quality-related reasons), all return shipping costs, reshipping fees, and any applicable handling charges shall be solely borne by the customer.
Damaged Goods:
If a parcel is damaged during transit, customers must notify KOALAGP within fifteen (15) calendar days of receipt. Prior authorization must be obtained before returning any merchandise.
To process any claim related to shipping damage, customers are required to provide clear and sufficient photographic evidence via email, including:
Photos of the outer shipping carton (all sides)
Photos of the shipping label
Photos of the internal packaging
Photos clearly showing the damaged product(s)
Failure to provide adequate photographic evidence may result in denial of the claim.
KOALAGP reserves the right to determine, at its sole discretion, whether a refund, replacement, or other resolution will be provided.
Defective Merchandise:
Merchandise should be examined immediately upon receipt. If a defect is identified (excluding packaging) KOALAGP will accept the merchandise back within fourteen (15) days of purchase for exchange or return. Prior to return, you must contact KOALAGP to receive return authorization.
Returned products must be returned in the same condition as received and in the original packaging, without any damage or alteration.
Incorrect Item:
If an incorrect product is sent to you, please contact KOALAGP immediately. We will then ship the correct item(s) to you. You then have fourteen (15) days to return the incorrect item(s) to KOALAGP. If you do not return the original item(s), we reserve the right to charge an amount equal to the price of the replacement item(s), including delivery charge, to the payment card you used for the order.
Refund Policy:
If a refund is approved we will automatically credit the purchase to you credit card or original method of payment.
Cancellation Policy:
Orders canceled for any reason other than those indicated above, may be subject to a re-stocking fee of 10% of the product purchase price. Postage/delivery costs are a non-refundable. All orders canceled prior to dispatch from KOALAGP will not incur any additional cost.