Returns & Exchanges

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 of the purchase price, less the original shipping fees. Items must be in new, resaleable condition with the tags still attached (apparel items must be unwashed and unused). You are responsible for paying to ship the item(s) back to us. If the return is a result of our error (you received an incorrect or defective item), we'll send you a prepaid return shipping label. Excluded items include Limited Edition Mystery Pins, Boxes, or Bags*.

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. If the return is for an exchange (see below*) or a result of our error, we'll email you a prepaid return shipping label.

• Only exchanges for ShopZoo purchases are accepted at gift shops at the San Diego Zoo and Safari Park for items of equal or greater value. Exceptions to this policy include Hats due to their sensitive nature. You must show your order confirmation email to exchange items at our stores. If you need us to resend you a copy of your order confirmation email, please contact us here.

NOTE- For international exchanges and returns, it is the customer's responsibility to pay for return shipping.

*MYSTERY PINS, BOXES, OR BAGS RETURNS POLICY

Due to the unique nature of the Limited Edition Mystery Pin, Mystery Box, or Mystery Bag, returns or exchanges will not be accepted. ALL SALES ARE FINAL. PLEASE NOTE: When purchasing multiple quantities of the Mystery Pin, you may receive duplicates. It's possible that Mystery Boxes or Mystery Bags may be identical or share like items. We cannot guarantee that each box/bag is one-of-a-kind.

REFUNDS

As soon as we receive the item(s) back and inspect them to verify they are in new, resaleable condition, we will then issue a refund back to your original form of payment, less original shipping fees. You will then be notified via email that your return has been processed.

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 (3–5 business days).

EXCHANGES

We provide Size Guides for all our apparel items, but if you need a different size or would like an exchange for a different color of the same item, please contact us here. Let us know your order number and we will then email you a return shipping label*. Please package the item up in the same package it arrived in, plain mailing envelope or box, and include a note on the packing slip indicating the new size or color you would like an exchange for. As soon as we receive the item(s) back and inspect them to verify they are in new, resaleable condition, we will then mail the new size or color as requested.

*For international exchanges and returns, it is the customer's responsibility to pay for return shipping.

SHIPPING RETURNS/EXCHANGES

If you are shipping a return order/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(s).