You may return most new, unopened items within 30 days of delivery for a refund of the purchase price, less original shipping fees.

To be eligible for a return:

• Items must be in new, unused, and resaleable condition
• All original tags must be attached
• Apparel must be unwashed and unworn
• Drinkware must be unwashed and unused
• Items should be returned in original packaging (when possible)

We reserve the right to deny returns that do not meet these conditions.

The following items are final sale and not eligible for return or exchange:

• Limited Edition Mystery Pins
• Mystery Boxes
• Mystery Bags

Due to the unique nature of these products, all sales are final. When purchasing multiple quantities, duplicates may occur. Mystery Boxes or Bags may contain identical or similar items. We cannot guarantee that each box or bag is unique.

To initiate a return, please contact us here and include:

• Your order number
• The item(s) you wish to return
• The reason for your return

We will email you return instructions.

• Customers are responsible for return shipping costs.
• If the return is due to our error (incorrect or defective item), we will provide a prepaid return shipping label.
• For international returns and exchanges, customers are responsible for return shipping costs.

If you are returning items valued over $100, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items.

Once we receive and inspect your returned item(s), we will issue a refund to your original form of payment (less original shipping fees, unless the return was due to our error).

You will receive an email confirmation once your refund has been processed.

Please allow:

• Transit time for your return to reach us
• 3–5 business days for processing after receipt
• 3–5 additional business days for your bank to post the refund

Most refunds are completed within approximately 10–14 business days from the date the return is shipped.

If returned items do not meet our return criteria, we may return the item(s) to you at your expense.

We offer complimentary exchanges for different sizes or colors of the same item.

To request an exchange:

1. Contact us here with your order number.
2. We will provide return instructions and a prepaid label.
3. Include a note in your return package indicating the size or color requested.

Once we receive and inspect the returned item(s), we will ship your exchange.

If the requested item is out of stock, we will contact you to arrange an alternative or issue a refund.

ShopZoo purchases may be exchanged at gift shops at the San Diego Zoo or San Diego Zoo Safari Park for items of equal or greater value.

• Order confirmation email must be presented.
• Hats are not eligible for in-store exchange due to their sensitive nature.
• Price differences must be paid at the time of exchange.

• Returns sent without prior authorization may experience processing delays.
• Original shipping fees are non-refundable unless the return is due to our error.
• Gift returns may be eligible for store credit.