Customer Help

Product Warranty

Koolcams Pty Ltd, the parent business for Kooloop products provide a limited warranty on our pet accessories at time of purchase against material defects and workmanship for 12 months. Dogs MUST BE supervised when on a collar and NOT tied to a fixed point or runner which could lead to dog injury and collar damage. This kind of use will cause your warranty to be void. This warranty does not include wear and tear, chewing or abuse. 

If you experience a genuine problem with our product, please provide details of the issue or defect as well as a picture showing the defective issue and email to: support@kooloop.com.au.   

Our policy is for replacement only.  Returns should be addressed to:

Koolcams Pty Ltd – RETURNS, PO Box 1813, Aitkenvale Qld 4813, Australia. 

Returns from customers in the USA returns should be addressed to:

Kooloop RETURNS, 128 Old Brickyard Ln, Berlin, CT 06037, USA


Returns Policy

Koolcams Pty Ltd will accept returns for items that are in an 'as new' condition within 30 days from the date of purchase.

The items must be new in appearance and free from hair and dirt.   We recommend carefully trying on your new products indoors, keeping the packaging intact, before taking outside.

Before returning please..

  • Be certain that the item was purchased within the last 30 days. 
  • Be certain that the item was purchased from kooloop.com.au and is the genuine product of our Australian design.
  • Items that do not meet these criteria will not be considered for return.
  • Please send back items that are in an 'as new' condition to the relevant address below
  • Returns from customers in the USA should be addressed to: Kooloop RETURNS, 128 Old Brickyard Ln, Berlin, CT 06037, USA
  • Returns from customers outside of the USA should be addressed to: Koolcams Pty Ltd – RETURNS, PO Box 1813, Aitkenvale Qld 4813, Australia. 

We recommend selecting a shipping method that includes a tracking number. Please include a brief explanation for your return and a copy of the receipt that shows the transaction number. 
An email notification will be sent upon the credit being provided to the card. Please allow up to 30 days for the credit to appear on your credit card statement. Please note that shipping charges are not refundable.

Shipping

Australia 

Orders are generally processed within 48 hours.

We deliver via Australia Post and provide two shipping options.  Standard shipping allows for street address or PO box delivery. For all orders on Standard shipping within Australia, we charge a flat rate of $7.00 per item.

Premium Shipping requires a physical address (not a PO Box) as the item will need to be signed for delivery and insurance included.  For all orders on Premium shipping within Australia, we charge a flat rate of $10.00 per item.

This is a 3-10 day service.

Upon ordering you will receive an order confirmation, a tracking email and a delivery confirmation that will be sent to the email address submitted with the order.

International

All Orders are generally processed within 48 hours.

Our delivery for International orders are on standard shipping that allows for street address or PO box delivery. For all orders shipped outside of Australia, we charge a flat rate of $15.00 per item.

This is a 3-10 day service.

Upon ordering you will receive an order confirmation, a tracking email and a delivery confirmation that will be sent to the email address submitted with the order.

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