Frequently Asked Questions

1. General Questions

What is your return policy?

At Koaleey Nutrition, your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help.

 

Unopened Items: Returns are accepted for all full-priced orders, provided the items are unopened and the hygiene seal is intact. Specific details can be found in their Shipping & Returns policy.

 

Faulty or Damaged Items: If you receive a faulty or damaged item, Chuu Nutrition will replace it within 30 days of receipt. To initiate this process, contact them at support@koaleey.com

 

Please note that due to hygiene reasons, Koaleey Nutrition cannot accept returns or refunds on items where the hygiene seal has been broken or damaged. While they strive to provide the best possible service, not all return and exchange requests can be honored.

 

For purchases made through third-party retailers, such as Amazon, Etsy or Ebay, the return policies of those retailers will apply. It's advisable to review their specific return policies or contact their customer service for assistance.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

Yes, you can cancel your order if it hasn’t been processed or shipped yet. To request a cancellation, please contact us immediately at support@koaleey.com with your order number.

 

If you need to change your shipping address, product selection, or quantity, reach out to us as soon as possible. We’ll do our best to accommodate your request, but changes can only be made before the order is processed.

 

Once your order has been shipped, cancellations or modifications aren’t possible. However, you may be eligible for a return or exchange after receiving your order (refer to our Return Policy for details).

Do you have a physical store?

Currently, we do not have a physical store. 

2. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Do you offer installment payment options?

No, we currently do not offer installment payment options. All purchases must be paid in full at the time of checkout using our available payment methods.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

3. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.

Do you offer free shipping?

Yes, we offer free shipping on orders above a certain amount. Please refer to our shipping policy for more details.

Do you ship to P.O. boxes?

Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.

4. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing support@koaleey.com

What are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm AEST

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at support@koaleey.com