Shipping Policy

SHIPPING SUPPORT

At Koala T Herbals, we care about getting your order to you quickly and safely — but we’re also a small, independent team (not Amazon). That means while we hustle hard, sometimes stuff happens. If you’re ever unhappy with how your order arrived, email us at help@koalatherbals.com — we’ll make it right.

PLEASE CONTACT US BEFORE RETURNING ANYTHING

Returns, issues, or shipping mix-ups? Please reach out first before shipping anything back. It helps us track your order, fix things faster, and reduce waste.

You can reach us at:
Help Center: help.koalat.com
Email: help@koalatherbals.com

1. SHIPPING

We usually ship within 24–48 business hours (Monday–Friday), but delays may happen during sales, holidays, or new product drops. Weekends and federal holidays don’t count as business days.

Shipping delivery times vary based on your location, method, and the shipping carrier. We can’t guarantee delivery speed, but once your order leaves our hands, you’ll get a tracking number to keep tabs on it.

You can check delivery estimates or updates using the Track My Order page.

2. ORDER TRACKING

Once your order ships, we’ll send you tracking info by email or SMS.

Note: tracking links might not show activity for 24–48 hours — that’s normal while the carrier gets things scanned and sorted.

3. INCORRECT ADDRESSES

It’s your responsibility to enter the correct shipping address at checkout — please double-check before placing your order.

If your package is returned to us due to:

  • An incorrect/incomplete address
  • Being unclaimed or marked "return to sender"
  • Any undeliverable status from the carrier

…we’ll notify you once it arrives back at our facility. At that point, we can either:

  • Reship it to the correct address (you may need to cover re-shipping)
  • Issue a refund per our return policy

If you realize you made a mistake before the order ships, email us immediately so we can update or cancel the order in time.

If the order has already shipped, try using these intercept tools:
UPS Package Intercept
USPS Package Intercept

4. LOST OR STOLEN PACKAGES

Koala T Herbals is not responsible for lost, stolen, or damaged packages once they’re marked as “delivered” by the shipping carrier.

Here’s what we recommend:

  • Monitor tracking on the day of delivery
  • Be available to receive it or check immediately once it’s marked delivered
  • Check porches, side doors, garages, etc.
  • Ask neighbors if they received it by mistake

Add Protection with SavedBy Insurance

During checkout, you’ll have the option to add SavedBy Package Protection for a small fee. If selected, you’re covered for any stolen, missing, or damaged packages.

To file a claim with SavedBy: savedby.io/file-a-claim

If you declined SavedBy and your package goes missing or arrives damaged, email us at help@koalatherbals.com with your order number and situation.

Please understand we can’t take responsibility for lost or stolen packages if you opted out of insurance.

5. INCORRECT OR DAMAGED ORDERS

We do our best to pack everything correctly, but hey — we’re human. If you received:

  • The wrong item(s)
  • Damaged product(s)

Please send a clear photo of the item(s) and your packing slip with good lighting so we can see the issue. We’ll get you taken care of quickly.

CONTACT US

Have a shipping question or concern? Want to yell at Truman the koala (he can take it)? Reach out:

Help Center: help.koalat.com
Email: help@koalatherbals.com
Mailing Address:3033 NW 178th St Suite B 1008 Edmond, OK 73012 United States