Shipping policy

Shipping Policy – Koala Pets

Thank you for shopping with Koala Pets. We aim to process and deliver all orders quickly and reliably from our UK warehouse.

Bear and Koala LTD
Unit 1
Newport Business Park
Newport
Pembrokeshire
SA42 0LT

1. Shipping Origin

All orders are shipped from the United Kingdom from our trading address.

2. Order Processing

Orders are shipped the same working day before 12pm (Monday–Friday) once payment is confirmed.
Orders placed after 12pm, on weekends or on UK public holidays will be shipped the next working day.
During busy periods (such as promotions or holidays), processing times may be slightly longer.

3. Delivery Methods

We use trusted UK carriers, including:

  • Royal Mail (Tracked services)

  • Evri

  • DPD

The carrier used will depend on parcel size, weight and destination.

4. Delivery Timeframes (UK)

  • Standard Delivery (Royal Mail Tracked 48): Typically 2–4 working days transit time after dispatch.

  • Express Delivery: Typically 1–3 working days transit time after dispatch.

Delivery estimates may vary due to factors outside our control (e.g. weather, carrier delays).

5. Shipping Costs

  • Free Standard Shipping on orders over £10 (UK mainland)

  • Orders under £10 will have a delivery cost of £3.99 
    All shipping costs are displayed before payment is completed.

6. Order Tracking

Once dispatched, you will receive a confirmation email with tracking details.
Tracking can be viewed directly via the carrier’s website using the tracking number provided.

7. Delivery Areas

We currently deliver to United Kingdom addresses.
Delivery to Northern Ireland may take slightly longer than mainland UK.
International shipping may be available on selected products — where available, it will appear at checkout.

8. Incorrect Addresses

Please ensure your delivery address is correct and complete at checkout.
We are not responsible for delays or lost parcels caused by incorrect or incomplete delivery information.

9. Delivery Issues

If your order is delayed, missing or arrives damaged, please contact us as soon as possible so we can help.

📧 Email: cs@koalapets.co.uk
📞 Phone: 01239 562341

We aim to respond to all enquiries within 24 business hours.

10. Contact Details

Koala Pets
Operated by Bear and Koala Ltd
Registered in England & Wales
Company Number: 14243047

📍 Address:
Unit 2 Plasyffynnon, Velindre
Crymych, Pembrokeshire
SA41 3XB
United Kingdom

📧 Email: cs@koalapets.co.uk
📞 Phone: 01239 562341