Frequently Asked Questions
For any issues or questions regarding your order, please email us at:
E-mail inquiries answered | Monday-Friday
Processing Times and Shipping Information
The warehouse processing times vary for every item. Most in-stock orders are shipped within 5-7 business days following order placement unless otherwise stated. (This includes any replacement orders we send out. We fulfill all orders in chronological order by order date)
Shipping methods selected at checkout do not include our processing time and the estimated shipping time is calculated from the time that your order leaves our warehouse (not from the time that you placed your order).
Please note that we do print shipping labels prior to fulfilling your order so there is usually a few days of lag between you receiving your tracking information and when it is dropped off to the mail carrier for shipment. Once your label has been printed, our team will start to fulfill your order and you should start to see movement with your tracking information within the next few days.
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.
Current Available Shipping Methods (Shipping estimates are based after your package leaves our warehouse):
Priority Mail 1-3 Business Days Delivery
Ground Shipping 2-8 Business Days Delivery
International** 2-10 Business Days Delivery
**Most international packages will be delivered within this time frame. International packages may take up to 28 business days depending on your location**
Business days refer to Monday-Friday and exclude national holidays
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 our warehouses located in Southern California.
Please note, shipping speeds may be affected by COVID-19. We thank you for your understanding and patience!
If you are subscribed for our monthly Koality box, you will be charged automatically on the 1st of each month (unless you skip a month) . After your payment is approved on the 1st, it may then take up to 5-7 business days for our warehouse to process and ship out your order (dependent on the volume of orders). If you pre-subscribed for a monthly box, then your order will start processing on the 1st of the month before it is shipped out. Each shipping fee will be automatically calculated with each monthly charge based on the size and weight of that month's box and the destination of your box.
You may cancel your subscription at any time through our Customer Portal for subscriptions. You can also use Customer Portal to update your information such as your contact information and shipping address. You may also choose to skip a delivery for a month as long as it is skipped by the 1st of each month. Any subscriptions not cancelled or skipped before the 1st of the month will be processed and charged.
We recommend skipping months instead of cancelling your subscription.
If your card is declined for any reason, we will send you an e-mail with instructions on how to update your billing information. We will attempt to charge your card every (5) days after the first failed attempt with a maximum of 3 retry attempts. If your payment information is not updated within the allotted time your subscription will be cancelled.
If you still have questions or have any issues with managing your subscription, please e-mail email@example.com and our customer service team would be happy to assist you!
Delivery Address Changes
We cannot change your shipping address once a tracking number has been assigned to your order. Please e-mail firstname.lastname@example.org 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 note since we have no control over packages once they have been scanned by the mail carrier, we are not responsible for any shipping delays. **Most mail carriers have been experiencing shipping delays due to COVID-19.**
We do not guarantee that we can provide replacement pieces as it is dependent on inventory. We usually do not issue replacements if a piece has already been used as we are unable to tell when the damage was caused. Please e-mail email@example.com for any damages related to your package.
Return and Exchange Policy
To inquire about a return or exchange, please e-mail firstname.lastname@example.org. 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.
Made to order and custom items are non-returnable and nonexchangeable.
We do not accept returns or exchanges on monthly boxes, mystery boxes Build a Boxes, or add-on items, once your box has been shipped, your order cannot be cancelled and we do not accept returns on these items.
For any damages as a result of shipping or defects, please e-mail email@example.com.
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).
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.
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!
For any inquiries not answered by our FAQ, please feel free to e-mail firstname.lastname@example.org for further assistance.
We typically respond to e-mails Monday-Friday.