FAQ's
Please read our FAQ below. For any issues or questions regarding your order please e-mail us at info@koalapuffs.com. (E-mail inquiries answered Monday-Friday)
Processing Times and Shipping Information
Our current order processing time is 3-5 business days as all merch items are made to order. This applies to any replacement orders we send out. We fulfill all orders in chronological order by order date **Shipping and processing times may increase during sales when we receive a large volume of orders**
Please allow 24-48 hours after your package has shipped for your tracking information to update. If there is still no movement on your package and it has been more than 7 business days after you received your tracking information, please e-mail us and we're happy to look into it for you. Once a shipping label has been printed for your order, we cannot guarantee that your order can be canceled.
Disclaimer: All shipping prices listed at checkout are automatically calculated based on the size and weight of the item(s) in your order, the shipping destination, and the method of delivery. All quoted shipping speeds are an estimate based on your shipping method. These delivery estimates are provided by the mail carriers. We do not have any control over the price of shipping or the shipping speed as that is determined by the mail carriers. All orders are shipped from Southern California.
Delivery Address Changes
We cannot change your shipping address once a tracking number has been assigned to your order. Please e-mail info@koalapuffs.com should you need your shipping address updated and we will handle it on a case by case basis.
Tracking, Damaged or Missing Packages
We highly recommend purchasing Shipping Protection at checkout. If you purchased shipping protection and your package is lost, stolen, or items arrived damaged you can file a claim here. Once your claim is filed and approved, a replacement order will be created for you and you should receive an email confirmation.
Lost Packages: Please file a claim or e-mail us for lost packages. A package must be stuck in transit for a minimum of 7 days (domestic packages within the USA) before claiming it as lost. International packages require a minimum of 14 days of being lost before filing a claim. You must agree to confirm if your lost package shows after it's been 20 days from the original ship date or we may not fulfill your replacement order.
Stolen Packages: Please file a claim or e-mail us for stolen packages. Please check with your neighbors to ensure they did not accidentally receive it. We will need documentation and/or proof of the package being stolen. If your package has been marked as delivered but not received for more than 7 days, we can file a claim on your behalf.
Damaged Items: Please make sure to send us photo documentation of the damaged items and in the condition that you received it. Please also send any pictures of the packaging that may have been damaged as well. We can submit the claim on your behalf.
If you did not purchase shipping protection, and it has been more than 90 days since your package was delivered, we do not guarantee replacement items being sent. Please reach out to us within 90 days of receiving your package for any issues or replacements.
For issues related to your package once it is in transit, please contact the shipping carrier and reference the tracking number and related shipping information that was provided to the email that you placed your ordered with. We are not responsible for any lost, stolen, damaged, or mis-scanned packages by the mail carrier.
I promise, they know better than us! Any international orders that are in-transit for over 20 days, please reach out to your local customs office to see if the package has been held up in customs and is requesting a customs fee.
Please e-mail info@koalapuffs.com for any damages related to your package.
Return and Exchange Policy
To inquire about a return or exchange, please e-mail info@koalapuffs.com. Exchanges are dependent on inventory and therefore we cannot guarantee that an item can be exchanged. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. You will be responsible for paying your own shipping costs for exchanging the item.
Koala Puffs offers free returns on clothing merchandise within 14 days of delivery as long as your item is unused and in that same condition that you received it (excludes monthly boxes, mystery boxes, Build a Boxes, and add-on items). It must also be in the original packaging. No refunds will be issued for items not received by our returns department. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
For any damages as a result of shipping or defects, please e-mail info@koalapuffs.com.
Refunds
Most refunds will be credited to the original purchaser's payment method within 10 business days or in the form of an online gift card for store credit. We are unable to process refunds to any other account or card except for the original method of payment.
If your package is processed as returned to sender for any reason, we can either offer you a one-time courtesy reshipment or we can process you a refund (minus the original shipping fee from your original order).
Pre-Order Items
If you have selected an item that is pre-order, the estimated ship date is visible in the product description on our website. Please note that the estimated ship date can change depending on when we receive the pre-order items at our warehouse. We will update you via email if there are any delays.
International Orders
Customs? Who Pays?
You, the customer, are responsible for all taxes and duties (including VAT) imposed by your country of residence. Koala Puffs is not responsible for any packages held by international customs agencies and it is not the responsibility of Koala Puffs to make the customer aware of these agencies and their actions. Please check with your country's customs office to determine their procedures and any potential charges. UK and Canadian residents might expect a customs charge of at least 20% of the total cost of the purchase. Koala Puffs is not responsible for this payment. Your package may arrive at your local post office or delivery center and be held until pick up and payment is made. If you have issues with this process or need further clarification please feel free to email us or research your country's customs info.
Should your package be missing any items after being cleared by customs, please reach out to the mail carrier and/or your country's customs office for further information and to file a claim for the missing items. We are not responsible for any missing items in packages due to being seized by customs. We are not responsible for packages being sent back due to mail carriers and/or customs sending the package back for containing smoking products. We will refund you for the price of the product, minus the original shipping cost. You assume all risks by ordering smoking products internationally.
When will my favorite design be back in stock?
We aim to keep our drops more exclusive and limited. We don’t have any plans to bring back past designs at this time, but if we do that will be a sweet surprise!
Customer Inquiries
For any inquiries not answered by our FAQ, please feel free to e-mail info@koalapuffs.com for further assistance. We typically respond to e-mails Monday-Friday.
Payment Types Accepted
