Shipping policy
Made close to you, so it ships from your side of the world — not the other.
How we make + ship your order
Every Zen Koala order is made just for you. We work with a production network across 33 countries, and our goal is to make 90% of all orders in the same country they're delivered to. Less time in transit, less carbon — faster, smarter, greener.
If we're swamped, your order might take a couple of extra days. We'll email you if there's a real delay.
Shipping rates
A flat rate per zone, calculated at checkout based on your delivery address. All prices include applicable taxes — GST in Australia and New Zealand, VAT in the UK and EU.
| Zone | Rate (AUD) |
|---|---|
| UK, Ireland, Germany, Denmark, Sweden | $7–9 |
| Europe (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Estonia, Finland, France, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and others) | $8–10 |
| USA, Brazil | $9–12 |
| Australia, New Zealand | $10–13 |
| Canada, Norway | $10–13 |
| Iceland, Liechtenstein, Switzerland | $15 |
| Japan, Singapore | $16–18 |
| Rest of the world | $20 |
Delivery estimates
Total end-to-end: usually 6–12 business days. That breaks down to about 1–4 days to make your item, plus delivery time from the closest production hub:
- Australia: 4–8 business days
- USA: 5–8 business days
You'll get exact dates in your order confirmation. Delivery times are estimates — delays do happen sometimes (weather, public holidays, things out of our hands), but we'll keep you posted.
Tracking your order
You'll get a tracking number by email as soon as your order ships. You can follow it the whole way to your door.
Customs, duties and taxes
Zen Koala isn't responsible for customs charges or import taxes on your end. These are set by your local government and are the customer's responsibility.
If a package gets returned to us because customs weren't paid, we'll refund the cost of the product but keep the original shipping charge.
Damaged or wrong items
If your order turns up damaged, faulty or just plain wrong, we'll make it right. You've got 30 days from delivery to let us know — email returns@zenkoala.com.au with your order number and a photo of the issue.
We'll send a free replacement, with no need to ship the original back. We make everything to order, so we'd rather you keep it, gift it or pass it on than wrestle with the post. For the full details, see our Refund policy.