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ShopZoo FAQs

Just the FAQ's, Jack!

Q:        Where’s my order?

A:         Check your order confirmation email (look in your spam folder just in case) 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 and ask them for a Service Request # prior to contacting us here.

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

A:         If you don’t like the color or you just changed your mind, send the item(s) back on your dime. Once we receive it, we will give you a full refund of the purchase price, less the original shipping fees. If the size was wrong or you simply want a different style, we offer complimentary exchanges. To begin the return or exchange process, email us at ShopZoo@sdzwa.org. For more information on our Returns and Exchanges policy, click here.

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 if we ship to your country? Please contact us here.

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 and we also offer PayPal as an express payment option. Gift cards cannot be redeemed or purchased at ShopZoo. If you do not live locally and would like to redeem a gift card for merchandise, please contact us and we will forward your inquiry to our on-grounds Zoostore so they may assist you with a mail order.

 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:  San Diego Zoo Wildlife Alliance Membership

            If you’ve already signed up to be a member but haven’t received your card or have more questions, please visit San Diego Zoo Wildlife Alliance Membership.

 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:         Give us a detailed description of the item(s) and in most cases we can arrange a special order for you. To begin the process, please contact us here.

 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 San Diego 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 San Diego Zoo / Safari Park but I changed my mind or didn’t receive it or have questions about it.

A:         Contact the Reservation Sales department at 619-718-3000, or email them directly at Reservations@sdzwa.org.

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: