Shipping Policy

GENERAL INFORMATION


PICK UP

If our system shows that your order is for pick up then that means you chose pick up upon checkout and you agreed that you will pick up your order in our selected location.

DELIVERIES

Only customers who paid a shipping fee on their order will be delivered via our preferred courier or shipping company.

SHIPPING

Metro Manila orders will delivered via Lalamove or Mr Speedy.

Outside Metro Manila/Provincial orders will all be via LBC or JRS unless specified that it is not.

Tracking # will provided via email upon fulfillment of an order. 

 

SHIPPING/DELIVERY SCHEDULE

  • Once order is paid, we will deliver your order via our partner courier on the same day or 3 to 5 business days (depending on the option you chose when you ordered) if within Metro Manila. Otherwise, we will dispatch your order on the next business day via LBC or JRS.
  • Please note that we do not guarantee the time of delivery of your orders. We dispatch Metro Manila orders once a day for same day delivery. We dispatch provincial orders on the next business day.
  • As a general rule, cut-off time for same day delivery orders is 3:00 pm. Orders after 3:00 pm will be delivered the next day. Please do not rush us to deliver your order the same day if you ordered after 3pm. We work everyday and even on public holidays, we need to rest too so we are energized to serve you again the following day.
  • There may be times that we cannot dispatch your order on the same day such as when there is a typhoon. Please be understanding and do not force us to deliver your order. Our main priority is the safety of our staff, partner courier and its riders. Our staff and riders are human too.

Outside Metro Manila

  • All provincial orders will be dispatched the next business day. 
  • No shipping on Sundays and Public Holidays. If you order the day before a public holiday, your order will be dispatch on the next business day.

SHIPPING/DELIVERY RATES

Metro Manila 

  • Same Day Delivery (Metro Manila Only) is via Lalamove or Mr Speedy. Rate starts at P300.
  • 3-5 Business Days Delivery (Metro Manila Only) is via Lalamove or Mr Speedy. Rate starts at P200.

Outside Metro Manila

  • 500g to 1.5kg or fits a small box - P300
  • 1.5kg to 3kg or fits a medium box- P500
  • 3kg to 6kg or fits a large box - P1000
  • 6kg to 8kg or fits a extra large box - P1900

TRACKING

Lalamove or Mr Speedy

A link will be provided to you to track your delivery.

LBC

You can track your parcels through the LBC website https://www.lbcexpress.com/track/

BULKY ITEMS

In case your items are bulky, we will charge additional shipping fee to upgrade your box to a larger one.



SUBSCRIPTION DELIVERIES

KoalityMart.com may (at its absolute discretion) allow customers, for orders shipped within Australia only, to order products on an ongoing/recurring basis, by selecting the purchase quantity and order frequency in which they would like the product(s) to be delivered to them. Customers must create an Account to take advantage of this service. Products will be sold to the customer at the fixed price paid by the customer at the time of the first order. Customers may cancel or pause a recurring order (in whole or in part) at any time, up to the shipment date. To cancel, suspend or pause a recurring order log into your Account at [insert a hyperlink here to take them to the login page] Payment for recurring order can be made by credit card or PayPal and you can set or adjust the payment method at any time prior to the shipment date by logging into your Account. If the customer’s credit card or PayPal account has been charged for a purchase which is part of a recurring order, but the purchase has not yet been dispatched, KoalityMart.com shall immediately issue a credit to the customer’s credit card or PayPal account in the amount of the cancelled order charged to your credit card or PayPal account. KoalityMart.com cannot guarantee that products selected for recurring orders will be available for supply, including at the frequency selected by the customer. In the event that KoalityMart.com  does not have sufficient stock to fill an order, the customer will be notified and given the option to either choose to wait for the product to be restocked, cancel that particular occurrence of the supply of the product, or cancel the recurring order. Where a product is discontinued the customer will be given the option to select a suitable replacement product or cancel the order. Shipping costs for recurring product deliveries will be determined in the same manner as for individual product deliveries. KoalityMart.com reserves the right to cancel or skip a recurring order at any time and notify you via email. This recurring order option is not available for International customers requiring delivery outside of Australia and is not available with the Click and Collect service.

KoalityMart.com uses the PayPal and Shopify payment gateway to process credit card payments on an ongoing basis required for it to provide the recurring delivery service. To take advantage of the recurring deliveries service, customers must allow PayPal to store their credit card details. PayPal will collect, store and use your personal information in accordance with its privacy policy.

LIMITED PURCHASE QUANTITIES AND FREQUENCY

KoalityMart.com  reserves the right to monitor and limit the purchase amounts and/or purchase frequency of products at its sole discretion. KoalityMart.com reserves the right to restrict sales to a non-commercial level at its sole discretion (including in respect of sales on a recurring basis). In such cases KoalityMart.com will reduce product(s) and/or order frequency to what KoalityMart.com considers a non-commercial supply. 

INTERNATIONAL DESTINATION RESTRICTIONS & LIABILITY

KoalityMart.com thoroughly monitors all international orders and inspects all packages leaving our distribution centres to ensure that all items ordered by customers are included in each order and that each order is safely packed for International shipping.

KoalityMart.com has no control over International Customs or International Postal Operations and as such, takes no responsibility for damaged items or items claimed to be missing.

KoalityMart.com will not refund any International orders where such claims are made. We recommend such claims are placed with your local customs and or postal service.

KoalityMart.com reserves the right to restrict parcels where the destination country is; Egypt, Ghana, Indonesia, Lebanon, Macedonia, Morocco, Nigeria, Pakistan, Romania, Serbia and Montenegro, Ukraine or others at it's sole discretion.KoalityMart.com is not responsible for the loss of any orders due to untraceable consignments numbers. KoalityMart.com is not liable for any cost that may be incurred due to customs tax or delivery tax. KoalityMart.com holds no liability to any orders that are detained by any countries customs, this may also affect delivery times and KoalityMart.com holds no responsibility on the order being delivered within a certain timeframe or cost. KoalityMart.com cannot guarantee the quality of any consumable products delivered due to extended shipping times and weather and hold no liability on replacing/refunded them. KoalityMart.com  cannot guarantee the quality of any food products delivered due to extended shipping times and weather and hold no liability on replacing/refunded them. KoalityMart.com  will refund the exact amount of a cancelled order in Australian Dollars, however for international orders the currency at the time will dictate how much will be deposited back into your account. KoalityMart.com is not liable for any discrepancy of currency at the time of the refund. 

 As such by agreeing to purchase the goods in your basket today, you accept that KoalityMart.com is responsible for the picking packing and dispatching of your goods to you. If for any reason whatsoever, be it taxes, custom law, duties or any other reasons whatsoever your parcel does not make it to your door and Koality Mart has picked, packed and dispatched the goods you have ordered, whilst we regret the non-delivery, KoalityMart.com is unable to refund your payment.

KoalityMart.com uses equally reputable international couriers for your delivery, so you can have absolute confidence that if your order fails to arrive it is not a function of the courier but rather a regulatory hurdle. Given the quality of our courier partners, if your delivery arrives damaged please let us know and we will endeavour to either resupply the goods or refund your payment based on the individual circumstances. However outside of this non damaged delivery guarantee KoalityMart.com is unable to guarantee goods purchased on our web site will be compliant with your local laws and regulations and as such be permitted to make it to your door.