We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will provide a shipping cost based on your postal code and the shipping option you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page or at least will be available using the tracking number provided by email confirmation when your order has shipped.
If you choose the 'ship by weight' option, your order will be sent via courier. We use Couriers Please, who also provide complimentary insurance to cover your parcel up to $1000 in value (please see their website for more details). If you would like the courier to leave your parcel at the door if you are not home, we can arrange an 'Authority to Leave'. However, please note that insurance is waived if you select this option and neither we, nor Couriers Please, can accept responsibility for parcels that go missing after they're delivered on an Authority to Leave basis.
Please also note that shipping rates are calculated by weight AND volume, whichever is greater. This is standard with all shippers and not anything Koala Bare Foods can change.
If an item is out of stock, we may hold your order to allow for that item to become restocked and thus, fulfill your order. If you do not wish for this to happen, please leave a comment in the 'Additional Comments' box when placing your order stating "Should an item be unavailable, please refund my order in full". We do not ship partial orders nor offer free shipping on the delayed item.
All packages will be sent with "Authority to Leave" for the month of December and the first half of January.
Whilst we do our best to remain current with all supplier's packaging and represent their products on our website correctly, please understand that all manufacturers go through packaging changes at some point. Koala Bare Foods reserves the right to send the latest version of a manufacturer's product, even if it differs in look from what you see on the website. If you are wanting the old/new version and are aware of the packaging change, please contact us FIRST to check what we have in stock.
We do not offer refunds on shipping because your order 'took too long'. We have no control over Australia Post transit times and these should be used as a guide only. On items shipped free, there is a $5 packaging and handling fee to cover our costs. Only the actual freight charge is waived.
If, for some reason you are unsatisfied with your purchase, you may request a refund in the form of a store credit by simply logging in to your account, viewing the order using the "Complete Orders" link under the My Account menu and clicking the Return Item(s) button. Please state the reason for your request and wait for a Return Authorisation Code to be issued to your inbox once your request has been processed. Once you've lodged the return at the post office, please email us with the tracking number. We cannot be held liable for packages without tracking. We'll notify you via e-mail of any store credits issued once we've received and processed the returned item. You may return most new, unopened items within 30 days of delivery for a store credit, minus shipping costs and a 25% restocking fee UNLESS the return is a result of our error. In the event of an error by Koala Bare Foods, we may choose to replace or refund the item, at our discretion.
You should expect to receive your store credit within four weeks of giving your package to the return shipper. This time period includes the transit time for us to receive your return from the shipper and the time it takes us to process your return once we receive it. The store credit will be issued to your email address in the form of a code to be used at checkout.