Contact Us
Koala Global Group Pty Ltd (Australia)
YOPUP sells internationally through our online platforms.
What to include in your email
To help us resolve your enquiry quickly, please include:
- Your order number (if applicable)
- Your full name and the email used at checkout
- A short description of the issue or question
- Clear photos/videos if something arrived damaged or faulty
No phone support: We handle support by email to keep accurate records, protect privacy, and provide consistent help across time zones.
Response times may vary during peak periods, promotions, or public holidays.
FAQs
Quick answers to the most common questions about shipping, tracking, returns, and hygiene rules.
How do I contact YOPUP support?
We provide email support only. Please contact us at hello@yopup.com.au and include your order number (if applicable).
How long does processing take before my order ships?
Orders are typically processed within 1–3 business days (Monday to Friday). Orders placed on weekends or public holidays begin processing on the next business day.
How long does shipping take?
Delivery times are estimates (not guaranteed) and vary by destination after dispatch:
- Australia & Oceania: 5–12 business days
- United States: 5–12 business days
- Canada: 7–15 business days
- Europe (EU & UK): 7–15 business days
- Middle East: 6–14 business days
- Asia: 7–20 business days
- Latin America: 10–25 business days
- Brazil: 12–25 business days
Will I receive tracking?
Yes. All orders include tracking. You’ll receive tracking details by email once your order ships.
Tracking can take up to 48 hours to show updates after dispatch.
I didn’t receive tracking — what should I do?
If you haven’t received tracking within 5 business days after dispatch, email us at hello@yopup.com.au.
Can I return my order if I change my mind?
Change-of-mind returns are assessed under our Return & Refund Policy and are eligible for store credit only (not a refund to the original payment method), unless required by law.
To be eligible, the item must be unused, unopened, and in original sealed packaging, and the request must be made within 7 days of delivery.
Why can’t opened or used items be returned?
For safety, animal welfare, and hygiene compliance, opened or used pet care items cannot be resold. Returns are not accepted if the product has been opened, used, tested, or shows pet hair, dirt, wear, or misuse.
My item arrived damaged or faulty — what happens?
If your item arrives damaged, defective, or faulty, you may be entitled to a remedy under applicable consumer law.
Please email hello@yopup.com.au with your order number and clear photos/videos showing the issue. We’ll assess and arrange a replacement or, where required by law, a refund to the original payment method.
Do I have to pay customs duties or import taxes?
International orders may incur customs duties, VAT, import taxes, or clearance fees. These charges are not included in product or shipping prices and are the customer’s responsibility.
Refusal to pay customs charges does not qualify for a refund.
I entered the wrong address — can you change it?
If your order has not been processed or shipped yet, we may be able to help. Once an order is processed or shipped, address changes may not be possible and rerouting is not guaranteed.
Please contact us ASAP at hello@yopup.com.au.
Tracking says “Delivered” but I can’t find my parcel
If tracking shows “Delivered” but the parcel is missing, this may involve theft or misdelivery after drop-off. Customers must contact the local carrier or postal service to lodge a claim.
We may assist where possible, but we can’t guarantee a replacement or refund in these cases.
What if my parcel is confirmed lost in transit?
If the carrier confirms the parcel is lost in transit based on tracking, we’ll offer a replacement or a full refund. Carrier confirmation is required.
Do you ship all items together?
Some orders may ship in separate parcels for operational efficiency. If this happens, each parcel will have its own tracking number, and items may arrive on different dates.