30-Day Return and Refund Policy

Last Updated: September 27, 2026

OfficeKoala accepts eligible return requests submitted within 30 calendar days after an order is marked as delivered by the shipping carrier.

This policy applies to purchases made directly through officekoala.com. Purchases made through TikTok Shop, Walmart, eBay, Amazon, or another marketplace are also subject to that marketplace’s return and refund policies.

Return Eligibility

To qualify for a return, an item must:

  • Be returned within the applicable return period

  • Be unused, unaltered, and in its original condition

  • Include the original packaging, accessories, manuals, cables, adapters, and other included components

  • Include proof of purchase from OfficeKoala

  • Receive return authorization from OfficeKoala before being shipped back

Items returned without prior authorization may not be accepted.

Label Printers

Printers returned because of a change of mind or incorrect product selection must be unused and complete with all original packaging, accessories, manuals, cables, and included components.

If a printer is defective, damaged during delivery, or different from what was ordered, please contact us before returning it so that we can evaluate the issue and provide appropriate instructions.

Label Rolls and Ribbons

Unopened and unused label rolls and thermal transfer ribbons may be eligible for return within the return period.

Opened, installed, or partially used label rolls and ribbons cannot normally be returned unless they are:

  • Defective

  • Damaged during delivery

  • Different from what was ordered

  • Inaccurately described on our website

Customers are responsible for confirming printer compatibility, label size, material, and application requirements before ordering. If a product listing accurately identifies its compatible printer series, opened supplies purchased for an incompatible printer may not qualify for a return.

Please contact us before ordering if you are unsure whether a label or ribbon is compatible with your printer.

Bundles, Kits, and Promotional Items

Bundle and kit returns must include all products, accessories, label rolls, ribbons, and other components originally included.

Partial returns of bundle components require prior approval. If a partial return is approved, the refund may be recalculated based on the regular price of the items retained by the customer.

Complimentary products, promotional items, and free sample rolls do not have a separate refundable value. If a complimentary item was provided as part of a qualifying purchase, OfficeKoala may require it to be returned with the original order.

Non-Returnable Items

The following items are generally not eligible for return unless they are defective, damaged during delivery, or different from what was ordered:

  • Opened or partially used label rolls and ribbons

  • Custom-made, personalized, or specially manufactured labels

  • Special-order products obtained specifically for a customer

  • Products marked “Final Sale” or otherwise identified as non-returnable

  • Items altered, modified, misused, or damaged after delivery

  • Items missing original components, accessories, or packaging

  • Complimentary samples or promotional items with no purchase value

Wholesale, business-to-business, custom-production, and special-order purchases may be governed by the applicable quotation, invoice, purchase agreement, or written terms provided before the order was placed.

Starting a Return

Before sending an item back, email hello@officekoala.com and provide:

  • Your name

  • Your order number

  • The product you want to return

  • The reason for the return

  • Photos or videos if the product is damaged, defective, incomplete, or incorrect

If the return is approved, we will provide return instructions.

Authorized returns should be sent as instructed to:

OfficeKoala
39116 Fremont Hub #1237
Fremont, CA 94538
United States

Please do not send a return without authorization or send products directly to the manufacturer.

Return Shipping

Customers are responsible for return shipping costs when the return is due to:

  • A change of mind

  • An incorrect size, color, material, or product selection

  • Ordering a product that is incompatible with the customer’s printer when compatibility was accurately disclosed

  • An item that is no longer needed

  • An incorrect or incomplete delivery address provided by the customer

OfficeKoala will cover reasonable standard return shipping costs when we confirm that the product received was:

  • Defective

  • Damaged during delivery

  • Different from what was ordered

  • Shipped as the result of an OfficeKoala fulfillment error

Customers must follow the return shipping instructions provided by OfficeKoala. Expedited shipping, upgraded shipping services, or independently purchased return postage may not be reimbursed unless approved in advance.

Original shipping charges are non-refundable unless the return resulted from an OfficeKoala error or otherwise required by applicable law.

We recommend using a trackable shipping service. Customers remain responsible for customer-paid returns until the package is delivered to OfficeKoala.

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incomplete, or different from what you ordered, contact hello@officekoala.com as soon as possible. Include your order number and clear photos of:

  • The product

  • The shipping package

  • The shipping label

  • Any visible damage

  • The items and accessories received

Please keep the original shipping package and product packaging until the issue has been resolved.

Depending on the circumstances, OfficeKoala may offer troubleshooting assistance, replacement parts, a replacement product, or a refund.

Lost or Delayed Shipments

A shipment that has not been delivered is handled as a shipping issue rather than a standard return.

If tracking shows that your order is delayed, delivered but not received, or potentially lost, contact us so that we can review the shipment and, when appropriate, open an inquiry or claim with the carrier.

Refund Inspection and Approval

After we receive an authorized return, we will inspect the product and notify you whether the refund has been approved.

Returned items may be denied or receive a reduced refund if they are:

  • Used beyond what was necessary to verify the item

  • Altered or damaged after delivery

  • Missing accessories, components, manuals, or packaging

  • Returned in a condition that prevents resale

  • Different from the product authorized for return

OfficeKoala does not charge a standard restocking fee. However, the refund may be reduced when returned merchandise is incomplete, damaged, or missing items included with the original purchase.

Receiving Your Refund

Approved refunds will be issued to the original payment method.

Please allow 5–10 business days after the refund is issued for your bank, credit-card company, or payment provider to post the funds to your account. Processing time may vary by financial institution.

Refunds cannot be redirected to a different payment method or account.

Exchanges

For most non-defective products, the fastest way to receive a different item is to return the original eligible product and place a new order after the return is approved.

For defective, damaged, or incorrect products, OfficeKoala may arrange a replacement when appropriate and subject to product availability.

Warranty Support

This 30-Day Return and Refund Policy is separate from any applicable manufacturer or product warranty.

For warranty assistance after the return period, contact hello@officekoala.com with your order number, printer model, serial number if available, and a description of the issue.

Marketplace Purchases

If your order was placed through TikTok Shop, Walmart, eBay, Amazon, or another marketplace, please start the return through that marketplace account.

Marketplace return windows, procedures, refund decisions, and shipping requirements may differ from this policy. Where marketplace rules apply, those rules may control the return process.

Contact Us

For questions about returns, compatibility, refunds, damaged shipments, or warranty support, contact:

OfficeKoala
Authorized NIIMBOT Distributor

Email: hello@officekoala.com
Phone: (+1) 415-867-3723
Business Hours: Monday–Friday, 10:00 AM–5:00 PM Pacific Time

39116 Fremont Hub #1237
Fremont, CA 94538
United States

OfficeKoala
Professional Labeling Solutions for Real-World Workflows.