FREQUENTLY ASKED QUESTIONS

Yes. You can place an order as a guest with no obligation to create an account.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at hello@speedykoala.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via hello@speedykoala.com, we may be able to cancel your order before it’s processed. If not, we’ll dispatch your order.

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

We currently only support the following currencies for charging our customers in their local currencies: USD, CAD, AUD, GBP and EUR.

You can choose the type of currency you want to pay in by tapping on the drop down currency selector on the right side of where the item price is listed.

If your credit or debit card use another currency, then you will be charged in USD, CAD, AUD, GBP or EUR, depending on the website you are on. Your bank will apply the corresponding conversation rate of the currency you choose.

Currently we do not have an option to accept payments in installments. We are looking to bring that payment option for our customers in the near future.

There are several reasons why a payment can be denied.

Please know that your bank or our payment provider authorizes or denies a payment.

For privacy reasons banks usually don't give details about payments, however, we would like to share some common causes of declined payments:

• The card has Insufficient funds or has reached its limit
• The credit or debit card information is incorrect
• CVV mismatch
• The credit card is expired
• You are making an international purchase and your card is not supported
• Your card has been previously reported as stolen
• Your purchase triggered fraud protection
• Your country is not supported by Speedy Koala payment providers
• Your payment attempts have been refused by your payment provider

If you are sure your card information is correct, please try again later! There might be a communication error or a technical problem, but please don't try it more than 2 or 3 times because the payment server can detect it as a threat and block payments for a long period of time. If your payment is declined after the second attempt, please contact your bank.

There are several reasons why your credit card may not be accepted. We suggest you try the following: Verify your credit card number and expiry date, confirm you are using your credit and not your debit card, and check that you haven't exceeded your transaction limit. If, after exploring these possible causes, your card is still not accepted, either use an alternate card or contact your financial institution.

No! We do not offer Cash on Delivery as our payment option at the moment.

We offer a 30 day money back guarantee if you feel not satisfied with your purchase and these is an issue with the product.

Please inspect your order upon reception about if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Just email us clear photos or videos and explain what the issue is about the product and request for a refund.

We will also issue a full refund for your order if you simply change your mind after receiving it. However, you will have to cover return shipping expenses on your own to be able to get a full refund.

For further questions, please contact our support using our help desk.

You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. However, you must cover any fees associated with return shipping and handling. Unfortunately, we don’t offer exchanges. If you’re unsure about anything related to the product, please contact us before making purchase.

Please contact our customer service team via hello@speedykoala.com. Providing the return is within the 30-day cancellation period and meets our return criteria. You will need to arrange and pay for suitable packaging and shipping expenses when returning an item.

In the rare event that your order arrives damaged or faulty, please take photos or videos of the product in question and email our customer service team via hello@speedykoala.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

We do accept returns with respect to the following conditions:

• The item must have been sold on our online store
• The item shouldn't have been used in any way
• The return request is made within 30 days of delivery
• The return is made within 14 days of the return or exchange request
• The return shipping expenses are covered by you

To ask for a return, please contact our support using our help desk.

We ask for proof so we can validate the cause of item getting damaged during transit. Therefore, we can claim insurance paid for the products we shipped from our delivery partner.

Refunds requested for damaged products during transit are processed within 48 to 72 hours after getting your email including images or videos of the damaged product you received.

Refunds for returned items are processed once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

Please allow 5-7 business days for the refund to reflect on your statement.

Please take clear high quality photos or videos where we can assess the damage and send an email to hello@speedykoala.com by describing your concern.

Our help desk team will be in touch with you as soon as possible to resolve the issue.

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of $10, $20 or $50.

To purchase a gift card, please contact our dedicated help desk via email at hello@speedykoala.com and someone from our support team will get back to you within 24 hours.

At the moment, we do not have any referral program in effect.

We currently don't have any physical stores under our brand name. However, we do have several distributors in Europe, the US, and Canada.

We guarantee any of our products made by us and sold through our online store to be free of defect. We would gladly accept any refund request resulting from a defective item granted they respect the following conditions:

• The item must have been sold on our online store
• The item shouldn't have been used in any way
• The refund request is made within 5 days of delivery

If you have a refund request resulting from a defective item please reach out to our support for more information on how to proceed.

To contact us, you can either use our chat box available on the bottom right corner of your screen to directly chat with us or you can send us an email at hello@speedykoala.com any time of the day.

You can also use our contact form available here. Please fill the form with your query and set it to us.

Our dedicated help desk team will be in touch with you as soon as possible.

We currently do not have any vacant positions available.

Please follow our Facebook and Instagram where we post all our latest products and news about upcoming events.

Our social media accounts are listed below:

• Facebook (SpeedyKoala)
• Instagram (SpeedyKoalaCom)
• Twitter (SpeedyKoala)
• Snapchat (SpeedyKoalaCom)

Although our design and support team are located in Toronto, Canada, our products are made in Asia, like most manufacturers, in order to be competitive.

Speedy Koala is committed to support fair trade and labor standards. All our partners must respect all our standards on fair labor and environmental protection, and we ask them to make their commitment by signing some agreement documentation accordingly.

Our products are designed and made to respect the highest standards in the industry.

We have an active product development team constantly refining our existing products and ensuring secure quality controls.

We put a lot of work into displaying product colours and textures accurately. However, relative inconsistencies in color may exist from one display monitor to another.

Please note that you may not receive all your items in the same package. It is because sometime we ship our items from our different warehouses. If your items ship separately, you will receive more than one tracking numbers in separate shipping email confirmations. Please click on "view your order" to be redirected to the tracking information.

Please contact customer service should you require any additional information via email: hello@speedykoala.com

Most of our statues are made from high quality resin which goes through complex process of molding to acquire a perfect statue shape. After that our team carefully hand paint the statues while paying attention to detail.

It takes almost 4 hours to perfectly shape and paint a statue.