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ShopZoo FAQs

Just the FAQ's, Jack!

Q:        Where’s my order?

A:         Check your order confirmation email (everyone gets one) for the tracking number. This has great information and will tell you exactly where your package is. We ship to the address you entered on the shipping page so if it’s been delivered and you still don’t have it, check the address you gave us. If all else fails, you’ll need to contact your local post office.  

Q:        What if I want to return the item I purchased?

A:         If you don’t like the color, if the size was wrong, or you just changed your mind, send the item(s) back on your dime. Once we receive it, we will refund the purchase price. We regret to inform you that during this sensitive time, ShopZoo returns or exchanges will not be accepted at our shops at the San Diego Zoo and Safari Park. Thank you for understanding. 

Q:        What if my order arrived damaged?

A:         Send us an email at ShopZoo@sdzwa.org with the details, including your order number. We will contact you with further instructions

Q:        Can I place a bulk order (large quantities) for items on your website?

A:         Yes! Please email us at ShopZoo@sdzwa.org and we'll go from there.

Q:        Can I have my order shipped to an international address?

A:         Most of our products can be shipped to international addresses. Recipients are responsible for all customs duties or taxes in that country, which are collected by the carrier upon delivery. Shipping rates are calculated based on the weight of the order and its destination.

Want to know which countries we ship to? Go here:  shopsandiegozoo.com/pages/shipping

To determine shipping rates, simply begin the checkout process. After entering the address information, you can review your order with the shipping charges added.

 Q:        How do I pay for my order?

A:         We accept Visa, MasterCard, Discover, and American Express credit cards. Gift cards cannot be redeemed or purchased at ShopZoo. 

 Q:        Is it safe for me to pay by credit card?

A:         Yes. ShopZoo secure server software uses industry-standard Secure Socket Layer (SSL) encryption technology. SSL encodes your personal information, including credit card number, name, and address, as it travels over the Internet so that all transactions are secure. We, nor anyone else, has access to your credit information after your order has been placed.

 Q:        I’d like to sell my product on ShopZoo – what do I need to do?

A:         To submit products to be considered for sale, send an email with descriptions, pricing and all relevant information to Buyers@sdzwa.org

 Q:        I’d like to become a member – how do I do that?

A:         Contact the Membership department by using the following link:  zoo.sandiegozoo.org/membership

            If you’ve already signed up to be a member but haven’t received your card or have more questions, please visit sandiegozoo.org/contact

 Q:        I’m already a member – how do I apply my membership discount to my order?

A:         Currently, we are not able to offer membership discounts for online purchases. We strive to be able to do so in the future.

 Q:        I saw something in the stores but I can’t find it online – what do I do now?

A:         You can place a phone order by contacting the Zoo Retail office at 619-557-3964, daily from 10-5 PST.

 Q:        I prefer to shop in person but I’m not a member, do I have to buy an admission ticket?

A:         We offer a Shopper’s Pass, which allows you to enter the Zoo or the Safari Park and shop for 30 minutes. Once shopping, if you desire more time, you can extend your pass up to 60 minutes total. Just inform any shop employee that more time is needed. Visit any ticket booth for details.

 Q:        I purchased an admission ticket to the Zoo/Safari Park but I changed my mind / didn’t receive it / have questions about it.

A:         Contact the Reservation Sales department at 619-718-3000

 Q:        I‘m not really interested in buying merchandise but not sure how I got here…

A:         This happens more than you’d think! Here are links to the most requested areas of interest: