FAQ

Frequently Asked Questions

SHIPPING

1. Where do you ship from and to?

We ship our products worldwide. All orders are carefully packed and dispatched from our primary fulfillment warehouses to ensure the fastest delivery possible.

2. How long will it take to receive my order?

Standard delivery typically takes 7 to 15 business days, depending on your location. Please note that shipping times may vary during holidays or peak seasons.

3. Do you offer free shipping?

Yes, we offer free standard shipping on orders that meet our promotional thresholds. Any shipping fees or free shipping options will be clearly displayed at checkout.

TRACKING

4. How can I track my order?

Once your order has been shipped, you will automatically receive a shipping confirmation email containing your tracking number and a link to track your package in real-time.

5. Why is my tracking number not updating?

It can sometimes take 24-48 hours for the tracking information to update in the carrier's system after your package has been scanned. If it hasn't updated after a few days, please reach out to us.

RETURNS & REFUNDS

6. What is your return policy?

We offer a 30-day return policy. If you are not completely satisfied with your purchase, you can request a return within 30 days of receiving your item, provided it is unused and in its original packaging.

7. How do I start a return or exchange?

To initiate a return or exchange, please contact our support team at koalababycarenursing@gmail.com with your order number, and we will provide you with the necessary instructions.

8. When will I receive my refund?

Once we receive and inspect your returned item, we will process your refund. The funds will be automatically credited back to your original payment method within 5-7 business days.

PAYMENT

9. What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express), as well as secure checkout options like PayPal, Apple Pay, and Google Pay.

10. Is my payment information secure?

Absolutely. Our store is built on Shopify, which is certified Level 1 PCI DSS compliant. Your data is encrypted and completely secure during the entire checkout process.