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ShopZoo FAQs

Just the FAQ's, Jack!

Q:        Where’s my order?

A:         The first thing to do is open your order or delivery confirmation email and click on the tracking number to confirm where your package was delivered. Smaller packages with 1-2 items are usually delivered directly to your mailbox or parcel locker. Next thing to do is check the bushes, front and back porches, and other possible delivery spots, such as with your neighbors. If you are still unable to locate your package, please contact or visit your local post office immediately and provide them with the tracking number on your delivery confirmation email. Please note that once your package is shipped, the USPS is responsible for your package. And soon as your package is marked as "Delivered" by the mail carrier, it is the responsibility of the recipient to retrieve and secure it. For more information, please refer to our "Shipping" policy 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:         Membership discounts are only available for on-grounds shopping in our stores. Currently, we are not able to verify membership discounts for online purchases. We try and offset this by offering "Free Shipping" on purchases over $60, which equates to a much better deal than a membership discount in most cases. We also recommend signing up for our e-newsletter to receive weekly emails with special offers and new arrivals. The sign-up form can be found at the bottom of the website.

 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 Zoo or the Safari Park and shop. Visit any ticket booth for details.
At the Zoo, purchase a 1-Day Pass at the regular price 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. Return before your time is up and your 1-Day Pass purchase price will be refunded (within 3-4 business days).
At the Safari Park, purchase a 1-Day Pass at the regular price and shop for 45 minutes. Return before your time is up and your 1-Day Pass purchase price will be refunded (within 3-4 business days). Please note that there is a parking fee at the Safari Park.

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: