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. Excluded items include Face Masks due to their sensitive nature and SDZWA x BRITTO Limited Edition Plush*. If the return is a result of our error (you received an incorrect or defective item, etc.), we'll also pay the return shipping costs.

To complete your return, please send us an email at ShopZoo@sdzwa.org. 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 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 Face Masks and Hats due to their sensitive nature. We appreciate your understanding.

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

*SDZWA x BRITTO LIMITED EDITION PLUSH RETURNS POLICY

Due to the limited edition nature of the "SDZWA x BRITTO Limited Edition Plush" items, returns or exchanges will not be accepted. ALL SALES ARE FINAL.

REFUNDS

Once your return is received and inspected, your refund will be processed, less original shipping fees, and a credit will automatically be applied to your original method of payment. 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 (5 to 10 business days).

EXCHANGES

Need a different size? If you need an exchange for a different size or color of the same item, send us an email at ShopZoo@sdzwa.org. 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. Once we receive the original item in an unused condition, we will send out the new size or color as requested.

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

SHIPPING

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).