SHIPPING

  • Do you ship internationally?

    At this time we do not offer international shipping.

  • How can I track my order?

    Once your KOALA is shipped, you will receive an email with tracking information. NOTE: We ship all our KOALA orders from the US. Our shipping partner works with the US Postal Service, UPS, DHL, and FedEx. They automatically select the best carrier based on your address and your order size. Which...

  • How do I file a Claim with Onward?

    If you purchased Onward Protection and something’s wrong, just file a claim here with your order info. Still have questions? Reach out to our friendly Hangtime support at hello@hangtimegear.com.

  • How long does shipping take within the U.S?

    U.S. orders will be shipped out within 24 hours of your order being received. From there, standard delivery is 3-7 business days.

  • What does Onward Cover?

    When you add Onward Protection to your order, you’re covered for: Lost packages – Never received your order? Covered. Stolen packages – Package marked as delivered but never showed? Covered. Damaged items – Arrived broken or unusable? Covered. Wrong item delivered – Got something different than ...

  • What is Onward Protection?

    Hangtime has teamed up with Onward to bring you extra peace of mind when you shop with us. Onward Protection is an optional add-on at checkout that safeguards your order from common shipping and product issues. If something goes wrong, they’ve got your back—no stress, no waiting around.

  • What mail carrier do you use for shipping within the US?

    Our shipping partner works with the US Postal Service and UPS. They automatically select the best carrier based on your address and your order size.

  • When does Onward consider a package or item to be damaged?

    Onward considers a package or item to be damaged when: The broken/damaged product is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc. Onward does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items.

  • When does Onward consider a package to be stolen?

    1. If an order is delivered, but nowhere to be found, Onward, at its discretion, may consider your package to be stolen. 2. If you entered the correct address at checkout and the package was delivered to the wrong address, Onward considers this as stolen and we will replace the order on your beha...

  • When does Onward consider my package to be lost?

    Onward may ask you to wait at least 5 business days to allow the carrier time to deliver the package. Onward may also ask you to confirm your shipping address and check front door camera footage and with neighbors/doormen/etc. for evidence of delivery. If an order is being reported as anything o...