Standard shipping is free for all orders! For sofa beds, you can also choose our $179 white-glove service at checkout if you’d like us to handle the assembly and packaging removal for you.

Standard shipping is free for every single order, so you don&apos;t have to worry about extra costs at checkout.For our larger sofa beds, we use a specialized LTL freight service to ensure they arrive in perfect condition. While standard delivery is always free, you can also choose to upgrade to our white-glove service for $179 at checkout.&#xA0;If you pick this option, partner delivery team will assemble your new furniture and take away all the leftover packaging, so your new space is ready to use immediately!

How much does shipping cost?

We cannot ship to P.O. Boxes or APO addresses. Please use a physical street address at checkout to avoid your order being blocked and delayed.

Currently, we are unable to ship to P.O. Boxes or APO/FPO addresses. Our delivery partners require a physical street address within the 48 contiguous states to ensure your new furniture arrives safely.We strongly recommend avoiding these types of addresses at checkout. If an order does happen to go through with a P.O. Box or APO address, it will unfortunately be blocked by our system and unable to ship. If this happens, our team will reach out to you to gather a physical delivery address, which can cause a delay in getting your pieces to you.

Do you ship to P.O. Boxes or APO addresses?

Most orders ship via FedEx (2–7 days), while our Wanda, Byron, and Torquay chaise models ship via LTL (7–21 days) with scheduled delivery. If you'd like to upgrade your FedEx order to a scheduled LTL delivery, just email us!

By default, almost all of our orders are shipped via FedEx with a delivery window of 2&#x2013;7 days. We don&apos;t currently use any other carriers for these standard shipments.The exception to this is for our larger pieces, including the Wanda and Byron models, as well as the chaise-style Torquay models. Because of their size, these are shipped via a specialized LTL carrier. This method typically takes 7&#x2013;21 business days, and the best part is that you&#x2019;ll be able to work directly with the freight carrier to schedule a specific delivery date that fits your schedule.If you have an order that would normally go via FedEx but you&#x2019;d prefer to upgrade it to an LTL carrier for that extra level of delivery coordination, just reach out to us at gday@koala.com and we&#x2019;ll be happy to help!

Can I request a specific shipping carrier?

Standard delivery is doorstep only, but for Byron and Wanda models, you can upgrade to white-glove service for $179. This includes delivery to your room of choice, full assembly, and packaging removal.

For most of our products, standard delivery is a doorstep service. Since our furniture is designed for tool-free assembly, most customers find they can get set up in just a few minutes without any extra help!However, for our Byron and Wanda models, we do offer a white-glove service for $179 at checkout. If you choose this upgrade, a professional team will handle the delivery to your room of choice, complete the full assembly, and remove all the leftover packaging for you. This is a great option if you&#x2019;d prefer to sit back and relax while we do the heavy lifting!

Do you offer white-glove delivery or assembly services?

Tracking usually updates within 2 days as your order moves through the network. If your link hasn't updated for more than 2 days or your delivery window has passed, let us know and we'll look into it for you!

It&#x2019;s completely normal for tracking links to have a little &quot;quiet time&quot; while your order is moving between sorting facilities. Most of the time, these updates resolve themselves within about 2 business days.If you notice that your tracking hasn&apos;t moved for more than 2 days, or if you have officially passed your estimated delivery window, please give us a shout at gday@koala.com. We&#x2019;ll jump in and check with the carrier to make sure everything is still moving along as it should!

What should I do if my tracking hasn't updated in a few days?

Check your tracking link first - there is usually a photo showing exactly where the driver left your boxes. If there’s no photo or you don't recognize the location, send us an email at gday@koala.com and we'll help you out!

It can be a bit stressful when your tracking shows &quot;Delivered&quot; but there&#x2019;s no sign of your new pieces. The first thing to do is check your tracking link for a delivery photo. Most carriers will snap a picture of exactly where they left the boxes, which can help you track them down if they&#x2019;ve been tucked away in a safe spot.If your tracking doesn&apos;t include a photo, or if you don&apos;t recognize the area in the picture provided, please reach out to us at gday@koala.com right away. We&#x2019;ll get in touch with the carrier to investigate and help you find your delivery!

My tracking says "Delivered" but I don't see my boxes - what now?

Our items ship in multiple boxes to make handling easier. Boxes sometimes arrive separately, so please allow 48 hours for the full order to arrive before reaching out!

To make moving and delivery easier, our furniture arrives in multiple boxes rather than one large crate. This helps you navigate tight hallways or stairs with ease.You can find the exact number of boxes and their dimensions in the product details section on the product page. Because they ship as separate pieces, boxes may occasionally arrive a day or two apart. Most split deliveries are completed within 48 hours, but if you&apos;re still missing items after that, please let us know!

How are my items packaged for shipping?

Most orders arrive via FedEx in 2–7 days. For our Wanda, Byron, and Torquay chaise models, expect 7–21 days with a scheduled delivery call from our carrier. Check your confirmation email for your specific window!

Shipping times depend on exactly what you&apos;ve ordered:Most items ship via FedEx and typically arrive at your doorstep within 2&#x2013;7 days from dispatch.Our larger, more intricate pieces&#x2014;specifically the Wanda, Byron, and Torquay chaise models&#x2014;ship via a specialized LTL carrier. These deliveries take between 7&#x2013;21 days from dispatch.&#xA0;For these items, the carrier will call you directly to schedule the final delivery within your selected preferred delivery window.To take a peek at your delivery window, you can select one at checkout or, if you have already purchased, you can refer to your confirmation email!

How long does shipping take?

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Shop Sofa Beds

Our Story

Koala

Got a question about the journey from our warehouse to your front door? Here is the lowdown on where we ship, what it costs to get there, and how we handle deliveries to different types of homes across the country.

Shipping Questions

Shipping, Delivery & Payments

How can I contact the customer service team?

Do you have a phone number I can call?

Can I change or cancel my order after it's placed?

How can I leave a review or share my feedback?

Where can I find my order number?

What are your holiday or sale period response times?

Get in Touch

Where are the legs and hooks hidden?

Do the modules arrive pre-covered?

Do I need my own tools to build it?

Is it easy to move if I rearrange my room?

Do you have an assembly guide I can follow?

Shipping & Assembly

What kind of fabrics can I choose from?

Can I swap out my covers for a new look later?

Will these fabrics stand up to daily life?

Are the fabrics water-resistant?

Fabrics & Customization

Help! My new covers are a bit wrinkled

What’s the best way to clean my covers?

Should I wash my covers inside out?

Care & Maintenance

What makes the Torquay so comfy?

Tell me about your eco-friendly certifications.

Are your fabrics free from "nasties" and chemicals?

Comfort & Safety

The Torquay Modular

How big is my sofa once it's all put together?

Wait, my covers arrived unassembled - is that normal?

How do the modules stay together? Are the brackets secure?

Is it easy to build (and take apart) by myself?

What is a Bouclé (and what on earth is a Demi-Bouclé)?

I heard 100,000 Martindale is the best - how do your fabrics score?

Can a Bangalow Ottoman connect to my sofa, or does it stand alone?

Does the Ottoman or Chaise have hidden storage?

Can I toss my covers in the washing machine?

How do I stop my sofa from sliding around on my floor?

The Bangalow Modular

How much weight can modular sofas handle?

How many different ways can I set up my modular sofa?

Can I add more pieces later to make my sofa bigger?

Can I buy extra or replacement covers in different colors?

Can I remove the whole sofa cover, or just the cushions?

What is the best way to spot-clean and care for my sofa?

Can I use a fabric protector or other cleaning products?

General Modular Questions

Our Modular Range

When will my order arrive?

Can I choose a specific delivery date or time?

Why is my order arriving in multiple shipments?

What if I’m not home to receive my delivery?

My delivery window starts tomorrow, but I still don’t have tracking. What should I do?

Tracking & Delivery Windows

What payment methods do you accept?

Do you offer "Buy Now, Pay Later" options?

More on Shop Pay Installments: Payments, Late Fees, and Missed Payments.

Can I use multiple payment methods for one order?

Do you have any discounts?

Payment Options & Security

How do I update my delivery address?

Can I delay my delivery if my house isn't ready?

How do I add an item to an existing order?

How do I cancel a specific item but keep the rest of my order?

I forgot to use my discount code - can you apply it now?

Can I change the fabric or color of my sofa after ordering?

Managing Your Order

Whats Koala's return policy?

How does the 120-day trial work?

How do I start a return?

What do you do with returned products?

I bought my product second-hand from a friend, can I return it for a refund?

In what condition do you accept returns?

Are there any return shipping fees?

How long does a refund take to process?

Can I exchange my item for a different colour or model?

120-Day Trial

What is covered under my warranty?

What is not covered by the Koala warranty?

How do I make a warranty claim?

Warranty & Quality

What should I do if my order arrives damaged?

How do I know if I have a defect or just natural wear?

I’m missing a part - can you send a replacement?

Faults & Damages

Returns & Warranties

Do you have any showrooms where I can test-sit a sofa?

Can I order fabric swatches to see the colours in my home?

Where are Koala products designed and made?

Do you offer a removal service for my old furniture?

Can I sign up for the mailing list to be the first to know about sales?

What should I do if I spot an issue with an ad or think there’s some misinformation?

General Enquiries

Do you have a Martindale rating?

Can I purchase additional or replacement covers separately?

How do I care for/clean my sofa covers?

Are replacement covers available in multiple colors?

What is the water-resistant treatment?

Why does my Koala Sofa Bed cushion look uneven after unboxing?

Can I sleep on my Koala Sofa Bed every night?

Can I sleep on my Koala Sofa Bed as soon as it arrives?

What size sheets should I use on my Koala Sofa Bed?

Can the Ottoman be connected to the sofa like a chaise?

Does the sofa bed come with an ottoman?

Is it easy to assemble and disassemble?

How much weight can the sofa hold?

Koala Sofa Bed Generation 4

Koala Sofa Bed

Assembly/Care

Koala Sofa Bed Generation 3

Are the removable covers machine washable?

Why does my Byron Sofa Bed cushion look uneven after unboxing?

Can I sleep on my Byron Sofa Bed as soon as it arrives?

What size sheets should I use on my Byron Sofa Bed?

Byron Sofa Bed Generation 3

Byron Sofa Bed

How big is the Wanda Chaise sofa bed?

Which side is the chaise positioned on?

Where are my back cushions?

What is the weight capacity of the Wanda?

The handles on the slide - out frame are stuck under the cushion - how do I reach them?