📦 Zoala – Shipping Protection Policy

This policy outlines the terms governing Zoala’s optional Shipping Protection add-on. Please review carefully before purchasing.

Shipping Protection (Optional Add-On)

Shipping Protection is an optional paid service available at checkout.

It is not insurance. It is a discretionary service provided by Zoala to assist customers in specific delivery situations.

Shipping Protection applies only to orders where the add-on was purchased at the time of checkout.

What Shipping Protection Covers

Shipping Protection may apply in the following situations:

  • Parcel confirmed lost in transit by the carrier
  • Parcel not delivered and no valid Proof of Delivery (POD) available
  • Parcel confirmed damaged in transit

In these circumstances, Zoala will provide a replacement at no additional product cost.

What Shipping Protection Does Not Cover

Shipping Protection does not automatically apply where:

  • The parcel is marked as delivered and valid Proof of Delivery confirms delivery to the correct address
  • Delivery photo or GPS confirmation shows delivery at the nominated address
  • The customer provided an incorrect address at checkout
  • The parcel was collected from a post office or collection point
  • The parcel was delivered to a safe place requested by the customer
  • The claim appears fraudulent, inconsistent, or unsupported by evidence
Where delivery has been confirmed by the courier to the correct address, risk transfers to the customer upon delivery in accordance with Australian Consumer Law.

Investigation Requirement

Before any replacement is approved, the customer must:

  • Confirm the delivery address provided at checkout
  • Review any available delivery photo
  • Check with household members
  • Check with neighbours
  • Confirm the parcel has not been collected from a post office or collection point

Zoala reserves the right to decline claims that cannot be reasonably substantiated.

Discretionary Nature of Shipping Protection

Shipping Protection is provided at Zoala’s discretion.

Zoala reserves the right to:

  • Request additional information or documentation
  • Deny suspicious, inconsistent, or repeated claims
  • Limit replacements to one per customer per 12-month period

Australian Consumer Law

Shipping Protection does not override or limit your rights under Australian Consumer Law.

Contact Us

Zoala
Owned and operated by Koala Global Group Pty Ltd
ABN: 11 683 872 782

📧 hello@zoala.com.au
🌐 www.zoala.com.au
📍 Sydney, NSW, Australia