FAQs

FAQs

1. Which countries do you ship to?

We currently ship within the United States.

Shipping costs and estimated delivery times will be clearly displayed during checkout before you complete your order.

2. How long do processing and delivery take?

  • Processing Time: 1–3 business days after payment is received

  • Delivery Time: 6–14 business days after shipment

Once your order has been shipped, you will receive a shipping confirmation including tracking information (if available).

Please note that in exceptional cases, such as high order volumes, holidays, or external shipping delays, delivery times may be longer.

3. Where is TinyKoalas located?

TinyKoalas is a company based in Germany.

Business Address:

Horneburg 37
44869 Bochum
Germany

From here, we coordinate our customer service, order processing, and cooperation with our shipping partners.

4. Which payment methods do you accept?

We accept the following secure payment methods:

  • Visa

  • Mastercard

  • American Express

  • Maestro

  • UnionPay

  • PayPal

  • Klarna

  • Google Pay

  • Shop Pay

  • Apple Pay

All payments are processed through secure and encrypted payment providers.

5. Is my payment secure?

Yes. Our store uses modern SSL encryption technology to protect your data.

Payments are processed exclusively through secure payment providers. Sensitive payment information, such as full credit card details, is not stored by us.

6. How do returns work?

You have the statutory right to cancel your order within 14 days without providing a reason.

In addition, we offer a voluntary return period of up to 30 days after receiving your order, provided that:

  • The item is unused

  • The item is in its original condition

  • The original packaging is available

To initiate a return, please contact our customer service team by email.

For more information, please see our cancellation policy and return policy.

7. When will I receive my refund?

Once we have received and inspected your return, the refund will be issued within 7–10 business days to the original payment method used.

Depending on the payment provider, it may take additional time for the refund to appear in your account.

8. How can I contact customer service?

You can reach us via:

We aim to respond to all inquiries within 24–48 hours on business days.

9. How do you ensure product quality?

We work with carefully selected suppliers and review our product range according to established quality standards.

Our product descriptions include important information about materials, use, and care instructions. Please always follow the information provided for each product.

Transparency & Consumer Protection

  • Transparent prices including applicable taxes

  • Clear shipping costs

  • Statutory cancellation rights

  • Data protection in accordance with applicable regulations

  • Complete company information in our legal notice

TinyKoalas stands for transparent processes, secure payment processing, and fair terms for families and customers.