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  • ShopZoo FAQ

    Orders & Customer Service

    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, USPS is responsible for your package. As 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.

    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.

    To begin the return process, please contact us here. 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.

    We provide Size Guides for all our apparel items, but if the size was wrong or you simply want a different style, we offer complimentary exchanges. To begin the exchange process, please contact us here. You may view our Returns & Exchanges policy here.

    Please contact us here with the details, including your order number. We will reply to you with further instructions.

    Yes! Please contact us here with a description of the item(s) and the quantity you'd like to purchase and we'll go from there.

    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.

    We accept Visa, MasterCard, Discover, and American Express credit cards and we also offer PayPal, Venmo, Shop Pay, Apple Pay, and Google Pay as express payment options.

    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 here and we will forward your inquiry to our on-grounds Zoostore so they may assist you with a mail order.

    Yes! ShopZoo uses PCI level 1 compliance for credit card processing. This means we have adhered to the highest standards of server compliance and secure payment processing. Industry-standard Secure Socket Layer (SSL) encryption technology 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.

    Yes! However, please note that while multiple discount codes can be applied to the same order, they cannot be applied to the same item. Each item in your cart can only be subject to one discount code. Our system will automatically apply the discount that offers you the best deal.

    Subscriptions

    1) Log in to your customer account, and then click Subscriptions.
    2) Click on the subscription that you want to view.
    3) Under Past Orders, click View.

    1) Log in to your customer account, and then click Subscriptions.
    2) Click on the subscription that you want to skip.
    3) Under Upcoming order, click Skip.
    4) In the Skip next order dialog, click Skip to confirm.
    5) Optional: You may click Skip again to skip additional upcoming orders.

    1) Log in to your customer account, and then click Subscriptions.
    2) Click on the subscription that you want to pause.
    3) Under Overview, click Pause subscription.
    4) Click Pause subscription to confirm. A Subscription paused banner displays to confirm your subscription is paused.

    1) Log in to your customer account, and then click Subscriptions.
    2) Click on the subscription that you want to resume.
    3) Under Overview, click Resume subscription.
    4) In the Resume subscription dialog, click Continue. A Subscription resumed banner displays to confirm your subscription is resumed.

    1) Log in to your customer account, and then click Subscriptions.
    2) Click on the subscription with the shipping address that you want to edit.
    3) Under Overview, click the pencil icon next to Shipping address.
    4) In the Edit shipping address dialog, you can make changes to your shipping address.
    5) Click Save.

    1) Log in to your customer account, and then click Subscriptions.
    2) Click the subscription with the payment information you want to edit.
    3) Under Overview, click the pencil icon next to Payment.
    4) In the Replace payment method dialog, select a payment method.
    5) Optional: If you want to add a new payment method, then click Edit. Under Payment methods, then click Add to add a new credit card, debit card, or digital wallet.
    6) Click Save.

    1) Log in to your customer account, and then click Subscriptions.
    2) Click the subscription that you want to cancel.
    3) Under Overview, click Cancel subscription.
    4) In the Cancel subscription dialog, click Cancel subscription to confirm. A Subscription canceled banner displays to confirm your subscription is canceled.

    On-Grounds Retail & Membership

    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.

    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.

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

    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

    Membership discounts are only available for on-grounds shopping in our stores. We 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.

    SDZWA Resources

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

    Vendor Inquiries

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