Shipping policy

At Koala Blue, every order is thoughtfully prepared and shipped from Colombia.

Processing Time

Please allow 1 to 3 business days for order processing before shipment. During launches, promotions, holidays, or high-volume periods, processing times may be slightly extended.

Estimated Delivery Time

Once shipped, U.S. orders typically arrive within up to 8 business days. Delivery times are estimates only and are not guaranteed.

Shipping Rates

Shipping rates are calculated at checkout unless otherwise stated.

If applicable, we may offer free shipping on qualifying orders, as shown at checkout or during promotional periods.

Order Tracking

Once your order ships, you will receive a confirmation email with tracking information.

Delays

We do our best to ship within the timeframe shown on our website. If we are unable to ship within the expected timeframe, we may contact you with an update and the available options in accordance with applicable requirements. Carrier delays, customs delays, weather events, and other circumstances outside our control may affect delivery times.

Shipping Address Accuracy

Customers are responsible for entering the correct shipping address at checkout. Koala Blue is not responsible for orders shipped to an incorrect or incomplete address provided by the customer.

If you notice an error, please contact us as soon as possible at customercare@koalablue.co. We cannot guarantee changes once an order has been placed.

Undeliverable, Refused, or Returned Packages

If a package is refused, unclaimed, or returned due to an incorrect address, failed delivery attempts, or similar delivery issues not caused by Koala Blue, the original shipping charge is non-refundable.

If you would like the order reshipped, additional shipping charges may apply.

Lost or Stolen Packages

Once an order has been marked as delivered by the carrier, Koala Blue is not responsible for lost or stolen packages. If you believe your package was lost in transit, please contact us at customercare@koalablue.co and we will do our best to assist you in reviewing the issue with the carrier.

Customs, Duties, and Taxes

Because orders are shipped internationally from Colombia, they may be subject to customs duties, taxes, import fees, or other charges depending on the destination and current regulations. These charges are the responsibility of the customer unless otherwise stated.