Shipping policy

OUR SHIPPING PHILOSOPHY

• While we may not move at cheetah speed, we work hard to get your order to you as quickly as possible. Orders are processed Monday–Friday and typically ship within 48 hours.
• As a thank you to our Wildlife Allies, we offer Free Standard Shipping on domestic ShopZoo orders over $60. Learn more here.
• We do not profit from shipping fees. If a shipping charge applies, you are charged the carrier’s rate based on your order weight and delivery destination. Shipping costs are calculated automatically at checkout.

SHIPPING OVERVIEW

• Orders with paid shipping are sent via USPS Priority Mail.
• We ship to PO Boxes and APO/FPO addresses via USPS.
• Once a package leaves our warehouse, transit times are determined by USPS.
• Delivery delays may occur due to weather, holidays, or carrier congestion
  

After a package is scanned as “Delivered,” responsibility transfers to the recipient. We recommend selecting a secure delivery location whenever possible.

FREE STANDARD SHIPPING FOR ORDERS OVER $60

Free Standard Shipping is valid on U.S. orders of $60 or more after discounts and promotions are applied.

• Available only for shipments within the United States
• Order minimum is based on the post-discount merchandise subtotal
• Sales tax and shipping fees do not count toward the order minimum
• Not valid on in-store purchases at the San Diego Zoo or San Diego Zoo Safari Park
• Not valid on bulk or special orders

To learn more, please click here.

SECURE DELIVERY

Please provide the most secure delivery address possible. If your home delivery location is not secure, consider shipping to a workplace or trusted friend or family member.

To ensure you receive order updates:

• Add ShopZoo@sdzwa.org to your safe sender list
• Monitor tracking emails
• Watch for your “Out for Delivery” notification

Most packages shipped within the continental U.S. arrive within 7 business days after shipment. If your package has not arrived after this timeframe, please check your tracking information and contact us here for assistance.

CAN'T FIND YOUR PACKAGE?

If your tracking shows “Delivered” but you cannot locate your package:

1. Review the tracking details for the exact delivery location.
2. Check your mailbox, parcel locker, porch, garage, or other common drop areas.
3. Ask household members and neighbors if they accepted the package on your behalf.

If the package is still missing, contact us here promptly. We will initiate a USPS search request on your behalf. USPS investigations typically take up to one week.

If USPS confirms the package was lost, misdelivered, or damaged in transit, we will gladly issue a replacement and file a carrier claim.

PLEASE NOTE: Once a package is marked as “Delivered,” ShopZoo and USPS are not responsible for theft. We strongly encourage secure delivery arrangements.

MISSING, INCORRECT, OR DAMAGED ITEMS

We carefully pack and verify every order prior to shipment. If you believe an item is missing, incorrect, or damaged, please contact us here within 48 hours of delivery confirmation so we can assist you promptly.

If a fulfillment error occurred during packing, we will work quickly to correct it. For items reported as damaged in transit, documentation — including clear photos of the item, packaging, and shipping label — may be required to support a carrier investigation.

All shipments are documented at dispatch, including verified package weights. Carrier tracking and handling records are reviewed for all discrepancy claims.

As a nonprofit organization, every purchase directly supports our conservation mission. To ensure responsible stewardship of funds, shipment discrepancy claims are reviewed in accordance with our established verification procedures.

ShopZoo reserves the right to deny claims that lack required documentation or when carrier verification confirms proper delivery.

INTERNATIONAL SHIPPING

We ship to more than 40 international destinations. Please note:

• Customers are responsible for all duties, taxes, and customs fees due at delivery.
• International transit times vary by destination and customs processing.
• Orders marked “Unclaimed” by customs and returned to us are not eligible for shipping refunds.

If your country is not listed at checkout, please contact us here and we’ll be happy to assist.

FREIGHT FORWARDING

We are happy to ship to a freight forwarding service. Simply enter your freight forwarder’s address at checkout. Please note that once a package is delivered to the forwarding address, ShopZoo is not responsible for transit beyond that point.