How Are Products Shipped?
Orders placed before 1:00pm PST will generally be shipped out on the same day*. Orders placed after 1:00pm PST will generally be shipped out on the following day with the exception of orders placed on a Friday. Those orders will ship out on the following Monday or next Business day (if Monday is a holiday). You will be notified via email once your order has been shipped. Shipping times can vary based on method chosen and delivery location. Int’l orders must clear import/export regulations which could add to the shipping time of an order. International customers will be responsible for all taxes and duties associated with the shipment of their order.
Orders are shipped via the method chosen at the time the order was placed. Please note that all shipping times are in business days. We currently offer 3 shipping methods for Domestic orders: Ground Shipping (UPS), 2-Day Shipping (FedEx) and Overnight Shipping (FedEx). For Int'l orders, we use FedEx.
*Note that there could be a delay in processing your order if we encounter any issues with the billing information provided.
What Is Your Return Policy?
Koolaburra will accept returns** for items purchased on the Koolaburra.com store within 21 days from order date for refund or store credit. Returns received after 21 days will not be accepted. Please note that shipping charges are non-refundable. We do not do exchanges. You may return for refund or store credit and place a new order for the item, size and color of your choice.
**No returns are allowed on Final Sale items. All sales are final.
All returns MUST meet the following criteria:
• No scents or odors
• No scuffs or scratches on heel or sole
• No rips or tears
• No other signs of being worn
• All original packaging must be included
• No COD (Cash/Check on Delivery) packages will be accepted
Failure to return merchandise as listed above will result in the return being rejected and returned to the customer without credit. You will be contacted via phone and/or email if your return is being rejected. Your return will be sent back to the shipping address on your original order. You may also be charged a $13 rejection processing fee for all rejected returns.
All Merchandise must be returned to:
c/o DCL Corp
4455 E. Philadelphia St.
Ontario, CA 91761
What Happens If My Shipment Is Refused/Cannot Be Delivered?
You can Customer Service to request your RA #. The RA# must be clearly written on the packing slip AND on the outside of your shipping box or your return will be rejected. Fill out the Return Reason section included on your Packing Slip and include with your return. We recommended that you ship your return using a carrier who will provide your package with a tracking number to ensure that your package is returned to our warehouse. We suggest that you use FedEx, UPS or Insured Parcel Post for your Return. We are not responsible for any returned packages that are lost in transit. We encourage you to use the most economical shipping method for your return. If your return warrants reimbursement of shipping costs, we cannot reimburse you for an amount greater than your original shipping cost.
You will be notified via email once your approved return has been received, inspected and processed. Refunds or Store Credits will be processed within 7-10 days.
A refund may not show up until your credit card's next monthly billing cycle. You will be notified via e-mail when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
International returns. The customer is responsible for all duties or taxes. If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we credit your account.
Returns, refunds and store credits may be made at the discretion of Koolaburra.
Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to Koolaburra and the customer will be credited for the product cost and tax, less shipping and handling Customer will be required to place a new order and will be responsible for any associated shipping charges.