Shipping Policy
Domestic shipping processing time
All orders are processed within 2–3 business days of receipt. Orders are not processed or shipped from Friday, 12 pm EST through Sunday, or holidays and are dispatched from Ballina on the North Coast NSW.
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If we are experiencing a high volume of orders, shipments may be delayed by a few days. If your shipment experiences a significant delay, we will contact you via email or phone.
Shipping rates and delivery estimates for domestic & worldwide destinations
Shipping charges for your order will be calculated and displayed at checkout as per Australia Post postage charges.
Our Shipping costs and timeframes are based upon Australia Post’s guidelines and may vary slightly based on busy times of year, pandemics and your region.
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Standard domestic post within Australia – approximately 3-5 business days
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Express domestic post within Australia – approximately 1-2 business days
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New Zealand Tracked Post – approximately 7-14 business days
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America and United Kingdom – approximately 15-20 business days
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Rest of world – approximately 15-25 business days
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Worldwide orders can also be sent express post via Australia Post at additional costs.
Once the product leaves our hands we are not responsible for the postage service / delays.
Shipment Confirmation and Order Tracking
You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours.
Customs, Duties, and Taxes
Kilko the Koala is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs).
Damages
Kilko the Koala is not liable for any products damaged or lost during shipping. If you received your order damaged, please file a claim with the shipment carrier. Save all packaging materials and damaged goods before filing a claim.
Incorrect Shipping Addresses and Refused Delivery
We make every attempt to validate the shipping address provided at checkout to ensure it’s recognised as a valid address by Australia Post. If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded. Kilko the Koala will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.
Missing or Stolen Shipments
If you didn’t receive your order, but the shipping carrier has reported that it was delivered, please let us know as soon as possible via email, hello@kilkothekoala.com
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We will file a claim with Australia Post. We will replace or refund your order when the investigation is complete. Allow up to 21 days for the investigation.
