frequently asked questions

We know you might have some questions, so we've tried to cover most of them here..

 

Shipping & Returns

  • Where do you ship to and how much does it cost?

  • When will my products arrive and can I track my consignment?

  • What do I do if my products have arrived damaged?

  • Can I return or exchange an item?


Orders & Purchases

  • What payment methods do you accept?

  • Do you accept international orders?

  • Is it safe to use my credit card?

  • Is my order insured?

  • My Internet Service Provider filters unwanted email and spam. Could these filters block emails that I wish to receive?

  • Can't find the answer you're looking for?


Our Products

  • Where can I buy Koala Hill products?

  • Does Koala Hill conduct product safety testing?

  • What is the shelf life of Koala Hill products?

  • Which product is right for me?

  • Do you offer Gift With Purchase and special offers online?


Shipping & Returns

Where do you ship to and how much does it cost?

We currently offer FREE standard shipping to our customers in China and Hong Kong. For more information about shipping, please visit our Shipping & Returns page.

 

When will my products arrive and can I track my consignment?

Once your order leaves our warehouse you will be notified by email that it is on its way and may be provided with a tracking number to follow your order online. We use various carriers to deliver your order as quickly as possible. For more information on carriers and delivery times to your country, please visit our Shipping & Returns page.

 

What do I do if my products have arrived damaged?

All items leave our warehouse with the external packaging in good order and condition. If any item is received with the packaging severely damaged, torn or with large holes in it, please unpack the goods in the presence of the courier.

GOODS ARE DAMAGED - If the goods are physically damaged, do not sign for them! We will authorise the goods to be returned immediately. We use recognised Carriers and the drivers are usually cooperative. Do not be pressured or rushed to sign for goods where there is obvious damage.

GOODS LOOK OK - If the goods appear OK, but the packaging is damaged, you can still accept the goods. But next to your signature add the letters STC – Subject To Check.

As soon as possible and definitely within 24 hours, check the goods to make sure they are in good physical condition and are working correctly. If there is a problem, contact us immediately and we will arrange replacement.

If you only notice damage after goods have been delivered, please contact us immediately to discuss your options.

 

Can I return or exchange an item?

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund or exchange within 14 business days from delivery. 

Refunds and Exchanges will be processed within 5 business days upon receipts. Refunds (excluding the initial delivery charge) will be made against the original debit/credit card used.

We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and will return such goods to you within 28 days of such notification.

For full details on the Returns Process, please visit our Shipping & Returns page.


Orders & Purchases

What payment methods do you accept?

We currently accept payments directly on our website from Visa, MasterCard and American Express. There is also an option for ApplePay.

We also offer third-party payments via PayPal, who offer an integrated UnionPay service for our customers in China. We are about to launch another payment option through WeChat Pay to further accommodate our customers in China.

 

Do you accept international orders?

We can arrange delivery to other countries upon request. Please send an email to info@koala-hill.com.au to discuss your requirements. Our products and shipping can be paid for via direct bank deposit.

 

Is it safe to use my credit card?

At Koala Hill, we understand how important security is to you. When you order online with us, we use SSL encryption technology. This is the most advance consumer online security technique to date. You can be assured that your order will be placed safely and securely.

 

Is my order insured?

All goods that leave our warehouse are insured against damage and non-arrival. If goods don't arrive within the timeframe specified on our shipping page, you will need to Contact Us. However, if the Courier company website states that the goods have been delivered, then you will need to lodge a claim. This is not difficult, and is usually resolved promptly. By all means, please contact us for assistance.

 

My Internet Service Provider filters unwanted email and spam. Could these filters block emails that I wish to receive?

Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email. Many email programs allow you to designate messages from @koala-hill.com.au as legitimate email, ensuring that all future correspondence regarding your Koala Hill order will be accepted.

 

Can't find the answer you're looking for?

If you have a question that hasn't been addressed on this FAQ please Contact Us and we will reply to you personally.


Our Products

Where can I buy Koala Hill products?

Koala Hill products are available exclusively online. You can purchase Koala Hill products through our online store, or via our WeChat store.

 

Does Koala Hill conduct product safety testing?

Yes we do, to view more information on our testing procedures, please visit our Air Testing page.

 

What is the shelf life of Koala Hill products?

Based on the high standards of our product packaging process, the shelf life of our products is actually a number of years, however we recommend products be consumed within 12 months from purchase.

 

Which product is right for me?

All of our air products are suitable to be consumed by people of all ages.

It should be noted, our air products are designed for enhancement and recreational use only. Our air products are not designed to replace medical devices or prescriptions.

 

Do you offer Gift With Purchase and special offers online?

From time to time we may offer a free gift if you have made an eligible purchase, if such a promotion is being offered you will be notified prior to completing check out.

We often run competitions through our website and mailing list as a way of thanking our loyal customers, if you would like to view the terms and conditions for these competitions, please visit our Terms & Conditions page.


 

 

Do you have a special question? Can't find your answer here? Please Contact Us and we will reply to you personally.