Koala Living Delivery Standards
Dear Koala Living Customer
Being the nominated Third-party provider for Koala Living, we are excited to deliver your new furniture. A text with a non-negotiable delivery time frame has already been sent to you. Please see below our general terms and conditions.
- Pre-prepare the room/space in which the furniture is to be delivered into.
- Movers will safely place your items in the desired room, as long as there is easy and safe access available.
- Due to OH&S reasons, the delivery men are not able to remove their shoes before entering your home.
- Ensure that there is parking available for a minimum 4-Tonne truck size (length of 4.2m and a width of 2.3m) to drop your goods.
- Ensure lift is booked based on the time frame provided on the text message.
- ALL PROPERTY DAMAGES AND MISSING BOXES/PRODUCTS MUST be reported to movers and on online at https://forms.gle/wo4HiSCBRHsoo9fGA whilst at your property. ANY UNREPORTED PROPERTY DAMAGE OR MISSING PRODUCTS CLAIMS AFTER THE MOVERS HAVE LEFT WILL NOT BE ACCEPTED. Reported claims will be handled within a reasonable time not on the day of delivery.
Frequently Asked Questions:
1. What if the access is tight but I want the drivers to try as I believe the goods will fit it.
You will be asked to sign a “Damage Waiver form”, in which drivers will then carefully proceed to attempt to complete the job. But any minor damages as a direct result due to access issues caused to property or the products during the process will not be the responsibility of the drivers. Please only sign the waiver form if you accept these terms.
2. The products I got were incorrect, as I ordered something else.
The goods will be left somewhere safe and secure at your house/property. Please email Koala Living Customer Service Team – cs@koalaliving.com to report the issue for assessment and resolution.
3. Goods are not fitting in the area I wanted it to go, what do I do.
The goods will be left somewhere safe and secure at your house/property. Please email Koala Living Customer Service Team – cs@koalaliving.com to report the issue for assessment and resolution.
4. I am not satisfied with the quality of the goods.
The goods will be left in your possession. You must keep these items secure and protected until a resolution with Koala Living has been agreed upon. Please email Koala Living Customer Service Team
– cs@koalaliving.com to report the issue for assessment and resolution.
5. There is an unexpected damage to the goods.
If there is damage or fault on receiving your goods, we will proceed to complete the job as booked. You can ask the drivers to document with pictures and report this BEFORE they leave your home and please report the issue online at https://forms.gle/wo4HiSCBRHsoo9fGA. Please email Koala Living Customer Service Team – cs@koalaliving.com to report the issue for assessment and resolution.
6. There are product/boxes missing in the delivery.
If you have cause to believe that there are any missing goods, please ask the drivers to cross-check their “GOOD SUMMARY’ of what products have been collected from the Koala Living Warehouse. Please ask the drivers to report this BEFORE providing your signature to close the job and report the issue online at https://forms.gle/wo4HiSCBRHsoo9fGA
7. What if the delivery men caused damage to my furniture and/or property.
If you have cause to believe that the drivers caused damage to property or products WHILE HANDLING this must be reported https://forms.gle/wo4HiSCBRHsoo9fGA IMMEDIATELY while the drivers ARE STILL AT YOUR HOME. You should take pictures of the alleged damage if possible and include evidence the drivers were present at the time of reporting. NO PROPERTY DAMAGES CLAIMS CAN BE MADE AFTER THE DRIVERS HAVE LEFT THE PREMISES. **Property damage and claims of further damage to goods while handling will be handled by Move My Stuff directly and not liable to Koala Living**
8. What if the delivery drivers are not proving the service I booked.
Please ask them to contact their Operational Manager to check your booking request that you paid for. Details should also be noted on your Koala Living invoice.
9. I am not available at the delivery time sent to me. What should I do.
If you did not make contact within 48 hrs to cancel the delivery, a re-delivery fee equal to the delivery paid will be incurred. This MUST be paid before another date can be rebooked.
