Billing & Returns Policy

Last Updated: August 10, 2023

By confirming your purchase at the end of the checkout process, you agree to accept and pay for the products you ordered, as well as any applicable taxes.

Prescription orders and some non-prescription orders are subject to approval by your veterinarian and verification by our pharmacists prior to fulfillment. The receipt of an order number or an email order confirmation does not constitute Koala’s acceptance of an order or confirmation of Koala’s agreement to sell a product or dispense a prescription. Koala reserves the right, without prior notice, to limit the order quantity on any item, refuse service to any customer, and cancel any order for any reason at Koala’s sole discretion.

Koala products will be shipped to the address designated by you, provided that the address is accurate and complete and complies with any applicable carrier requirements. Delivery time is subject to the carrier. Once the shipping carrier has delivered your order to your shipping address, we cannot be responsible for any damage to your shipment.

While we are unable to accept returns or exchanges on prescription medications or over-the-counter products, we are fully committed to ensuring customer satisfaction. If you have received an incorrect or damaged shipment or are unhappy with your order, please contact us at or at
(866) 445-6252 and we will address your request on a case-by-case basis.