FAQ's
Shipping & Delivery
How long will it take for my order to arrive?
Order processing takes 1-3 business days. Once shipped, delivery typically takes 7-12 business days. You will receive a shipping confirmation email with a tracking number as soon as your package is on its way.
Where do your products ship from?
Cozy Koala ships from our manufacturing partner's facility. We work directly with them to keep quality high and pricing fair — with tracking provided every step of the way so you always know where your package is.
Can I track my order?
Yes, absolutely! Once your order has shipped, we'll send you an email with your tracking link so you can follow your package right up to your door.
Orders & Cancellations
Can I change or cancel my order?
We process orders quickly to keep shipping fast. If you need to make changes or cancel your order, contact our support team at shopavorel@gmail.com within 24 hours of placing your order, and we'll do our best to accommodate you.
What should I do if I entered the wrong shipping address?
Contact us immediately at shopavorel@gmail.com with your correct address and order number. If your order hasn't shipped yet, we can update it for you. Once the package has shipped, we unfortunately can't change the delivery address.
Returns & Refunds
What is your return policy?
We want you to love your Cozy Koala. We offer a 30-day money-back guarantee — if you're not completely satisfied, you can return it within 30 days of delivery for a full refund. The item must be unused and in its original packaging.
What if my product arrives damaged or defective?
We take great pride in our product quality, but if your item arrives damaged during transit, we'll make it right. Email us at shopavorel@gmail.com within 48 hours of delivery with a photo of the damaged product, and we'll ship you a brand-new replacement immediately, free of charge.
Product Information
How heavy is Cozy Koala, and how big is it?
Cozy Koala weighs 0.68kg (about 1.5 lbs) and measures 60cm (about 24 inches) from nose to tail — big enough to hug, light enough to carry anywhere in the house.
How do I clean it?
Spot cleaning is recommended to protect the weighted filling inside. We don't recommend machine washing, as it can affect the fill's shape and softness over time.
Is it safe for kids?
We recommend Cozy Koala for ages 3 and up due to its small parts and weighted design. It's just as popular with adults looking for a little extra comfort.