FAQs

FAQs – Koala Stress Free

What are our general shipping times?

• Standard Shipping (6 to 12 business days)
  • Orders $0.00–$59.99: $6.99
  • Orders $60.00 and up: FREE
• Express Shipping (4 to 10 business days)
  • Flat rate of $14.95

We work with trusted courier partners to ensure reliable and timely deliveries across Australia. After confirming payment and completing logistical processing, we dispatch your order as soon as possible.

Holiday Shipping Notice – December 2024 Only

During the holiday season, increased demand may cause delays with Australia Post and Aramex. Please allow extra time for your order to arrive.

How can I pay for my order?

We accept major credit and debit cards, Apple Pay, Afterpay, and Zip Pay.

Can't find the option to pay with Afterpay?

After entering your shipping details and selecting a shipping method, choose Afterpay at checkout.

Steps to complete your order:

1. Find your desired product and click 'Add To Cart' or 'Buy Now'.
2. Enter your shipping and billing details.
3. Confirm your payment.
4. We will dispatch your order promptly!

Will I receive an order confirmation email?

Yes! Once your order is placed, you’ll receive an Order Confirmation email with your order summary and shipping details. If you don’t see it in your inbox, check your Spam, Promotions, or Social folders. If you still can’t find it, email us at support@koalastressfree.com.au, and we’ll resend it.

Is your website secure with my personal information?

Absolutely! We use SSL security encryption to protect your personal details. Your credit card information is never stored or shared.

Are your products Australian-made?

Our product range is sourced in Australia, and we are committed to supporting the local economy. Some items may be shipped from overseas depending on stock availability.

How do I check my order status?

Once your order is processed (within 12-24 hours), you will receive a shipping confirmation email with tracking details. You can track your order on our Track Your Order page using your order number and email.

Can I change or cancel my order?

We aim to process orders quickly (within 24-72 hours). If you need to make changes or cancel, contact us immediately at support@koalastressfree.com.au. We’ll try our best, but if the order is already dispatched, we won’t be able to modify it.

What is your return and refund policy?

• 30-Day Money-Back Guarantee: Available for products that do not deliver promised benefits. Returns must be unused and in original packaging.
• Change-of-Mind Returns: Accepted within 14 days (excluding massage chairs and promotional items). Refunds are issued as store credit, and customers cover return shipping.
• Faulty or Defective Products: If your item is faulty or does not match its description, you are entitled to a refund, repair, or replacement. Return shipping is covered by us.

To initiate a return, contact support@koalastressfree.com.au with your order number and photos/videos of the issue. Refunds typically process within 5-10 business days, and store credits are valid for 12 months.

For full details, visit our Return & Refund Policy page.

Still have questions?

We’re happy to help! Contact our friendly support team at support@koalastressfree.com.au.