Refund policy

San Diego Zoo Wildlife Alliance (“SDZWA,” “we,” “us,” or “our”) is committed to providing quality merchandise. The following policy governs returns and refunds for purchases made through our online store.

RETURNS

Most new, unopened items may be returned within thirty (30) days of the delivery date for a refund of the purchase price, less original shipping charges.

To be eligible for return, items must:

• Be in new, unused, and resaleable condition;
• Include all original tags and packaging; and
• For apparel, be unwashed and unworn; and
• For drinkware, be unwashed and unused.

We reserve the right, in our sole discretion, to refuse returns that do not meet these requirements.

Customers are responsible for all return shipping costs unless the return is the result of our error, including shipment of an incorrect or defective item. In such cases, we will provide a prepaid return shipping label.

Excluded items are identified below under Final Sale Items.

RETURN AUTHORIZATION PROCESS

To initiate a return, customers must contact us through our designated contact form here and provide:

• Order number;
• Item(s) to be returned; and
• Reason for return.

Upon review, we will provide return instructions. Returns sent without prior authorization may result in processing delays or denial of the return.

For additional information regarding exchanges, please refer to our Returns and Exchanges Policy here.

REFUNDS

Refunds will be issued only after returned merchandise is received and inspected to confirm compliance with this policy.

Approved refunds will be issued to the original form of payment and will exclude original shipping charges, except in cases where the return is due to our error.

Customers will receive email confirmation once the refund has been processed.

Refund processing time typically includes:

• Transit time for return shipment;
• Inspection and processing upon receipt; and
• Three (3) to five (5) business days for financial institutions to post the refund.

While most refunds are completed within approximately fourteen (14) days from the date the return is provided to the carrier, processing times may vary and are not guaranteed.

FINAL SALE ITEMS

Due to the unique nature of the following products, all sales are final and returns or exchanges will not be accepted:

• Limited Edition Mystery Pins
• Mystery Boxes
• Mystery Bags

When purchasing multiple quantities of Mystery Pins, Boxes, or Bags, customers acknowledge and agree that duplicate items may be received. Mystery Boxes or Bags may contain identical or similar items. We make no representations or guarantees that individual boxes or bags will be unique.