We strive for 100% customer satisfaction and we stand behind the quality of the products we sell. You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
To complete your return, please send us an email @ ShopZoo@SanDiegoZoo.org. Let us know your order number and the item(s) you would like to return, along with the reason why. We will then email you instructions to process your return.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. When your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
You should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item.
Need a different size? If you need to exchange it for the same item, send us an email at ShopZoo@SanDiegoZoo.org. Let us know your order number and the item you would like to exchange, along with the item you would like to exchange it for. We will then email you a return shipping label. Once received we will ship out your new item as quickly as possible.
If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.