Shipping Policy
Order Processing
Place your order before 12 pm (AEST) and we’ll dispatch it out the same business day. Orders placed after 12 pm (AEST), on weekends, or on public holidays will be dispatched on the next business day.
Delivery Timeframes
Delivery timing depends on your selected delivery method and destination within Australia. Please note that the timeframes provided below are estimates only and not guarantees, as actual delivery times may vary due to factors beyond our control, including courier delays, weather conditions, and other unforeseen circumstances.
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Regular Post:
- Same state: 2–4 business days
- Interstate: 3–6 business days
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Express Post:
- Same state: 1–2 business days
- Interstate: 1–3 business days
Order Tracking
Once your order is dispatched, you'll receive a confirmation email containing your tracking link. Click the link to track your parcel's journey and estimated delivery date. If you have any further questions or need assistance tracking your order, contact us via email at support@koakids.com.au—we’re happy to assist!
Shipping within Australia Only
Currently, KOA Kids only ships orders within Australia. We do not offer international shipping at this time, but we're growing fast—so stay tuned for future updates!
Returns Policy
Please note that all KOA Kids products must undergo stringent quality assurance and scientific tests as outlined by the Australian Therapeutic Goods Administration. We take extensive measures to ensure KOA Kids' products are in optimal condition when dispatched from our warehouse.
Products can only be returned or exchanged under the following circumstances:
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Damaged during transit
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Incorrectly dispatched products
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Faulty product
Due to health risks associated with tampering, all products are sold on a "No Return Basis".
No refund or exchange will be provided for:
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Change of mind
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Products that have been opened, tampered with, or are not in resalable condition
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Incorrect orders placed by the recipient
Consumer Guarantee
KOA Kids products come with guarantees that cannot be excluded under Australian Consumer Law. For goods, you are entitled to a replacement or refund for major failures. You are also entitled to have the goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not constitute a major failure.
If you believe you have received a faulty product and wish to make a claim under our Consumer Guarantee, please retain your proof of purchase with respect to the purchase of Products from our Website, the Products in question, and contact us via email at support@koakids.com.au.
Damaged or Unsatisfactory Deliveries
Should your products arrive in a condition that is less than satisfactory, kindly notify us immediately via email at support@koakids.com.au. Our deliveries are managed by reputable third-party courier services. While every precaution is taken to ensure accurate and safe delivery, we cannot guarantee unforeseen circumstances such as damage or delay that may result in your products not arriving at a specified time or place. We will work with you to resolve any issues resulting from third-party failures.
We reserve the right to request a photo of the damaged products or for the damaged products to be returned.
Changes to Returns Policy
Subject always to the provisions of the Australian Consumer Law, KOA Kids reserves the right to amend this Returns Policy at any time. Any updates or modifications will be posted directly on this page, with changes taking immediate effect upon posting.
This Returns Policy should be read in conjunction with our Terms of Service and Privacy Policy.