Shipping Policy

Shipping Information

At Zoo Shop, we’re dedicated to getting your aquarium and bird supplies to you as quickly and efficiently as possible, no matter where you are in the world (excluding Asia and some remote areas).

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation.

Shipping Methods & Timeframes

We offer two convenient shipping options to meet your needs:

Please note that delivery times may vary depending on your location and customs processing. You will receive a tracking number once your order ships so you can monitor its progress.

Returns & Exchanges Policy

Your satisfaction is our priority at Zoo Shop. We understand that sometimes a product might not be the perfect fit for your finned or feathered family members, which is why we’ve created a straightforward returns process.

Return Eligibility

We gladly accept returns and exchanges within 15 days of you receiving your items. To be eligible:

• Item must be unused and in its original condition
• Item must be in its original packaging
• Return must be initiated within the 15-day window

Non-Returnable Items

To ensure the health and safety of all pets, we cannot accept returns on the following items for hygienic reasons:

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

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 wish to return or exchange
3. Our team will respond within 24-48 hours with a Return Merchandise Authorization (RMA) number and return instructions
4. Securely pack the item in its original packaging, include the RMA number on the outside, and ship it to our facility

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

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.

Refund Processing

Once we receive and inspect your returned item:

• We will email you to confirm receipt of your return
• We will notify you of the approval or rejection of your refund
• If approved, your refund will be processed to your original payment method within 5-10 business days

Refund Timing by Payment Method:

• 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.

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