At Zoo Shop, we’re committed to ensuring your complete satisfaction with every purchase. We understand that sometimes a product might not be the perfect fit for your finned or feathered family members. That’s why we’ve created a straightforward and transparent returns process to make things right.

Our Return Policy Details

We gladly accept returns and exchanges within 15 days of you receiving your items. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our support team at [email protected] within 15 days of receiving your order.
  2. Provide your order number and details about the product you would like to return or exchange.
  3. Our team will respond within 24-48 hours with a Return Merchandise Authorization (RMA) number and instructions for returning your item.
  4. Securely pack the item in its original packaging, include the RMA number on the outside of the package, and ship it to our facility.

Return Shipping Information

Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Our Return Address:
Zoo Shop
12022 Town Park Circle
Anchorage, US 99577

Refund Processing

Once we receive and inspect your returned item, we will send you an email to notify you that we have received it. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original method of payment within 5-10 business days. The timing of when the refund appears in your account depends on your payment provider’s policies:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days
  • PayPal: 3-5 business days

Exchange Processing

For exchanges, we will ship the replacement product once we receive and process your return. Standard shipping fees apply for the new item unless the exchange is due to our error.

Non-Returnable Items

To ensure the health and safety of all pets, certain items cannot be returned for hygienic reasons:

  • Opened or used aquarium water treatments
  • Bird food and treats that have been opened
  • Bird diapers for hygiene reasons
  • Aquarium test kits that have been opened or used
  • Any product that has been installed or used in an aquarium (substrate, filters, etc.)

Return Request Email Template

Use the template below to request a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Zoo Shop Support Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name: [Product Name] Reason for Return/Exchange: [Please provide details] Please advise on the next steps for processing this request. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Need Assistance?

Our dedicated support team is here to help with any questions about returns or exchanges:

Email: [email protected]
Response Time: Within 24-48 hours
Business Hours: Monday-Friday, 9:00 AM – 5:00 PM (AST)

Thank you for being a valued member of the Zoo Shop family. We appreciate your trust in us for your aquarium and bird care needs!

Warmly,
The Zoo Shop Team