Question 1

Can I view the products somewhere?

Accepted Answer

On our website you can see all the details of each product. Currently we have no showroom.

Question 2

What is the cost of your products?

Accepted Answer

Check the prices of the products on our website.Our prices include VAT and exclude shipping costs.

Question 3

What if a product is out of stock?

Accepted Answer

You can check the availability of each product on our product page. Most of our products are in stock and available for immediate delivery. If an item is temporarily out of stock, we can notify you by email as soon as it becomes available again.You can contact us by email at info@thezoofamily.com

Question 4

Do I need to create a user account?

Accepted Answer

No, you don’t need to create a user account.However, we highly recommend it! Creating an account allows you to enjoy a faster checkout process, easily track your orders, save your favorite products, and receive exclusive offers and updates.

Question 5

From what age can the camera be used?

Accepted Answer

The Zoofamily cameras are suitable for kids starting from 3 years till 10 years and older. You can check the differences between each model and the recommended age for each one here.

Question 6

What is the warranty policy for The Zoofamily products?

Accepted Answer

We offer a 2-year degressive warranty against manufacturing defects on all kids' cameras.Consumables (components that can reasonably be expected to require replacement during the product's lifespan) and accessories are not covered by the warranty. These include batteries, antennas, remote controls, cords, buttons, battery covers, and similar items.

Question 7

Is the product safe for children?

Accepted Answer

Yes, the kids' digital cameras have completed laboratory tests and are certified to comply with applicable international standards for electronic and toy products.The camera body and case are free of toxic chemicals and comply with RoHS and CE regulations. Additionally, the printing paper is free of BPA and BPS.

Question 8

Where can I buy the printing paper?

Accepted Answer

In any paper speciality store or on our websiteType: heat transfer print paper Diameter 25mm Width 57mm

Question 9

What is standard included in packaging?

Accepted Answer

The package includes the camera, a 2-in-1 necklace (charging/transfer cable and necklace), a SD card, a protective screen and stickers.

Question 10

Does camera has a zoom function?

Accepted Answer

A zoom with lens is not available.

Question 11

Is there a charging cable included?

Accepted Answer

Yes, there is. It’s integrated into the necklace, so you can pull it out, and there’s your charging cable.You can easily plug it into a USB port.Here an image you can see.

Question 12

Is the photo quality high?

Accepted Answer

Short answer is YES. The resolution is not comparable to that of a mobile phone, just like a mobile phone cannot be compared to a SLR camera but we work with the latest technologies and for that reason our kids camera has minimum pixel of 12MP till 24MP what are for kids cameras very high.Photo and video quality of The Zoofamily kids camera is at the top of the class among all kids digital cameras!Example photo screen

Question 13

Do I need to purchase batteries for the products?

Accepted Answer

All our kids' camera products come with a built-in lithium-ion battery, which can be charged using the USB cable included in the package.However, the walkie-talkies require 3 small AAA batteries, which are not included with the purchase. We recommend using rechargeable AAA batteries for optimal performance and sustainability.

Question 14

How long does the battery last before I have to recharge?

Accepted Answer

Under normal use, the fully charged kids camera lasts about 4 to 6 hours before needing to recharge. Charging time is around 2 hours. And it can be charged wherever you could charge your phone.

Question 15

Are there any games on the camera?

Accepted Answer

Absolutely not. The whole idea is to get your kids to go outside and enjoy the moments! On the other hand, our kids camera software contains some digital stickers so you can add lots of funny faces on your picture.

Question 16

Are the print papers BPA-free?

Accepted Answer

The print paper refills are BPA-free, and BPS-free.Most BPA-free thermal paper available on the market uses a similar substitute chemical called BPS.

Question 17

What do the printed photos from the Zoo Print camera look like?

Accepted Answer

The photos printed with the Zoo Print camera have a retro black-and-white style, since they use thermal paper similar to receipt paper. They don't require ink, which makes printing quick and affordable, but the images are not in color and may have a slightly grainy or lower definition compared to traditional photos. They're perfect for scrapbooks, creative notes, or instantly printing fun moments. You can see it here.The black-and-white photo is 8x5 cm.

Question 18

My printed photos have stripes. What should I do?

Accepted Answer

Due to small dust particles, the printed images may have stripes.Simply wipe the roll and heat strip clean with an alcohol/water-based cleaner.See here.

Question 19

How does the Zoo Print camera work?

Accepted Answer

Watch the video here.

Question 20

How can I fix issues with the camera?

Accepted Answer

Please follow these reset steps:Turn on the deviceRemove the memory card.Locate a small hole on the side of the device.While the charging cable is connected, use a paperclip to press and hold theReset button inside the hole for 30 seconds. You should feel a distinct click when you press this button.Reinsert the memory card and turn on the camera.If the issue persists, record a video showing the failure and send it to info@thezoofamily.com. If the file is too large, use WeTransfer.

Question 21

How many paper rolls are included with the Zoo Print camera?

Accepted Answer

There are 3 paper rolls included, good for 225 prints! Two are regular thermal paper rolls, and one is sticker paper—perfect for making your creations stick anywhere.Compared with conventional instant print cameras, the cost is super low—just 0.02€ per print versus the typical 1€ per print.

Question 22

For the Zoo Print, do I always need to print out the photos?

Accepted Answer

You can choose if you want to print out the photo or keept it stored on your camera. Your choice!

Question 23

How to install paper rolls on Zoo Print?

Accepted Answer

Oh it takes 30 seconds to install new paper roll, make sure it's installed in the correction direction.Have a look at this video.

Question 24

Is the photo color-printed of the Zoo Print camera?

Accepted Answer

No it isn't as we use heat transfer technology - so no expensive cartridges or make a mess with ink. Unlimited fun!

Question 25

Do all cameras have instant print option?

Accepted Answer

No, only our Zoo Print camera.

Question 26

Can I transfer my photo’s to my computer?

Accepted Answer

Yes, you can easily can do this with connecting your charging/data transfer cable on to your computer.That specific folder should pop up and you can copy and paste the required photo’s.

Question 27

Are the screens on the cameras in color?

Accepted Answer

Yes they all are.

Question 28

Do all sleeves fit the entire collection?

Accepted Answer

No, they do not — only for the Zoo Friends collection.

Question 29

Where can I find the user manual for my camera?

Accepted Answer

Please find the user manual here

Question 30

How can I connect the walkie talkies?

Accepted Answer

If the walkie talkies are not working properly, please follow these steps:1. Unlock the walkie talkiesPress and hold the call button (located on the right side of the walkie talkie) until you hear a beep. This should unlock the walkie talkies.2. Test the walkie talkiesTo ensure your walkie talkies work properly, test them at a distance of 1 to 3 kilometers.This test will help identify any interference from other devices or the environment that may affect performance.3. If this is not sufficient, follow these additional steps:Press and hold the power button until you hear a beep and the function icon appears on the screen.Access the channel settings by pressing the button once.Use the up and down keys to select the desired channel.Press twice to access the group code settings.Use the up and down keys to select the desired group code.Save the settings by pressing the PTT (Push To Talk) button.Press and hold the PTT button to start an intercom session.Release it to end the session and send your voice.By following these steps, you should be able to resolve any issues with the walkie talkies. If you need further assistance, feel free to contact us.Send us a video showing the above steps and the issue you're experiencing with the walkie talkies.If the file is too large, you can send it via WeTransfer to info@thezoofamily.com.

Question 31

How do I charge my camera?

Accepted Answer

Look at our tutorial video:

Question 32

How does the selfie-modus work?

Accepted Answer

Look at our tutorial video:

Question 33

How do I reset and adjust the binoculars?

Accepted Answer

To reset and adjust the binoculars:Start by adjusting wheel (1) while looking only through your left eye (side 2) until the image is sharp and clear.Next, open both eyes and use the separate right-side adjuster (3) to make the image on the right side sharp.Once both sides are clear, your binoculars are properly set and ready to use.

Question 34

What are the dimensions of the zoo light magnet holder?

Accepted Answer

The dimensions of the zoo light magnet holder is 6 cm diameter.

Question 35

What are the dimensions of the Zoo Light Magnet Holder?

Accepted Answer

The magnet holder has a diameter of 6 cm.

Question 36

How long does the Zoo Light battery last?

Accepted Answer

Depending on the selected light intensity, the battery lasts approximately 2.5 to 3.5 hours.

Question 37

How do I switch between light modes?

Accepted Answer

Use the touch button to cycle through the modes with a short press. To turn the light off, press and hold the button for a few seconds.

Question 38

How can I confirm that my order was placed successfully?

Accepted Answer

You will receive shortly after your order a confirmation of the items you ordered.If you did not receive this confirmation, please check the spam folder in your mailbox for your order confirmation.In the event that you still cannot locate an order confirmation, please email our customer service info@thezoofamily.com

Question 39

Can I cancel an order?

Accepted Answer

It is possible to cancel the order if it has not yet been shipped from our warehouse. If you want to cancel an order, please contact us as soon as possible by e-mail or phone:Phone: (0032) 471 78 32 29E-mail: info@thezoofamily.comMonday to Friday between 8.30 am - 5.00 pm.

Question 40

Can I pay later?

Accepted Answer

We have Klarna Pay Later, with which you can pay later.

Question 41

Can I receive an invoice on behalf of my company?

Accepted Answer

If you would like to receive an invoice issued to your company, please contact us via email to request it.

Question 42

Is it safe to pay on the website of The Zoofamily?

Accepted Answer

Yes, for secure online payment we work together with the International company Mollie.As a market leader in online payment solutions for e-commerce Mollie guarantees you a 100 % safe handling. The transaction is made via a secure site with different firewalls between Mollie and the buyer. Neither we nor any third parties get your card number or other information to see. Mollie verifies the validity of your card, card number and access rights of your credit card and give message to us if everything is in order and the payment will be made.So your order will be confirmed and immediately proceeded to dispatch.

Question 43

What can I do if my payment is not working?

Accepted Answer

If you're experiencing difficulties with your payment, here are a few steps you can follow:✔ Double-check that all payment information entered is correct. ✔ Try using another payment method available on our website. ✔ Make sure your card is enabled for online or international payments. ✔ Contact your bank to ensure nothing is blocking the transaction.If the problem persists, feel free to reach out to us at info@thezoofamily.com. We’ll be happy to assist you promptly.

Question 44

Do you sell gift cards?

Accepted Answer

Yes, we’ve started offering gift cards, and you can purchase them directly on our website!

Question 45

Why does my discount code not work?

Accepted Answer

Firstly, check if you are entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired.Secondly, check the terms and conditions of your code, if the item is in sale or in a certain category the discount may not be valid on this product.If it’s still not working, please email us at info@thezoofamily.com and our team will be able to advise you further.

Question 46

Is it possible to use more than one promotional code on my order?

Accepted Answer

No, you can only use one promotional discount in each individual order.

Question 47

Which payment methods do you accept?

Accepted Answer

You can choose from the following payment methods:BancontactKBC/CBCCredit/Debit CardGiroPayKlarna Pay LateriDealFeel free to use any of these options to complete your purchase.

Question 48

Where can I receive my order?

Accepted Answer

You can receive your order at any address of your choice, such as your home or workplace.However, we are unable to deliver to mailboxes or P.O. boxes due to shipping restrictions.

Question 49

How long will it take to receive my order?

Accepted Answer

Our warehouse is based in Belgium, a central location to have fast deliveries. Based on our experience, standard shipping usually takes about 4-5 business days in Europe. We’re doing our best to deliver it promptly for you.We work with all major logistics companies.

Question 50

Is delivery possible on the weekend?

Accepted Answer

We generally use DPD courier service for deliveries, and this is only available on weekdays.

Question 51

What are the shipping costs?

Accepted Answer

The shipping fee may vary depending on your location.Belgium 3,99€Netherlands 4,99€France 4,99€Luxemburg 4,99€Germany 4,99€Spain 9,99€Italy 9,99€U.K 9,99€We offer FREE standard shipping across Europe on all orders over 59€. Outside EU: we ship worldwide and shipping cost depends on weight and size, calculated in checkout.

Question 52

How will I know if my order has been shipped?

Accepted Answer

Once your package is shipped with DPD, you will receive an email confirmation from the DPD courier service with the exact delivery date.

Question 53

How can I track my shipping?

Accepted Answer

Once the items have left the warehouse, you will receive a tracking number via email. If you have not received the email with a tracking number, please check your spam folder or contact us via email at info@thezoofamily.com.

Question 54

I never received my order. What should I do?

Accepted Answer

Please send us an email at info@thezoofamily.com with your order number, and we will resolve this for you.

Question 55

What should I do if I entered the wrong address?

Accepted Answer

Please check your address when completing the data on the checkout page!If you see in our confirmation email a wrong delivery address, please contact us immediately by mail: info@thezoofamily.comCaution! Once you had already received an email with the confirmation of shipping it is too late to correct the address and we will have to wait until your order comes back. We will contact you if the package is returned to us and make a new appointment to send it again.

Question 56

What happens if nobody is home during delivery?

Accepted Answer

As we currently ship with DPD, they will make three delivery attempts. Alternatively, the courier may leave your parcel in a safe place that is convenient for you to collect.

Question 57

What is your return policy?

Accepted Answer

We have a 30-day guaranteed return policy for our products. Simply send us an email at info@thezoofamily.com, and we will be able to help you from there. Good to know, so far we have less than 1% return rate, so 99% are happy customers.How can I return an item?If something doesn't fit, you have the right to exchange or return your purchase. This also applies to damaged articles.Send us a mail to info@thezoofamily.comAfter our approval send your return item to the address above, within 14 days after you have informed us, that you want to cancel the purchase.Items must be returned in unused and undamaged condition, with original packaging, and accompanied by a completed return form. Please make sure to write your full name and order number.Returns must be sent directly to our warehouse (not to drop-off or access points):The Zoofamily Lobeliastraat 4 8670 Koksijde Belgiuminfo@thezoofamily.comPlease note: We do not hold responsibility for items lost in shipping when returned, so we recommend keeping your shipping receipts and tracking numbers.When returning an item, the shipping costs will be covered by you and not by The Zoofamily.Within what period must an item be returned?The return period is 30 days after receiving the goods.

Question 58

Can I exchange an item?

Accepted Answer

You can exchange an item with a higher-price item or the same item with a different size. See detailed policy here.

Question 59

Do I have to pay for the return myself?

Accepted Answer

The return of items must be covered by the customer.

Question 60

How can I start a cooperation with you?

Accepted Answer

To become a reseller, visit our B2B website and navigate to the Become a Reseller section. Fill in your company details and submit your request. Our B2B Customer Service Team will review your application and get back to you.

Question 61

How does shipping work?

Accepted Answer

We ship from our warehouse in Belgium. Standard shipping across Europe takes up to 5 business days. Once your order is dispatched, you’ll receive a tracking number via email.Important: Due to the lithium batteries in our cameras, air shipping to islands is currently restricted. In such cases, you can either:✔ Pick up your order from our warehouse ✔ Have the order shipped to the mainland of your countryFor shipping inquiries specific to your location, please contact us at customerservice@thezoofamily.com

Question 62

What are the shipping fees to my country?

Accepted Answer

Belgium: €7Netherlands & Luxembourg: €9France & Germany: €12Italy, Spain, Portugal, Denmark: €20

Question 63

Where can I view the catalogue?

Accepted Answer

You can access our latest 2025 catalogue by clicking this link.

Question 64

Can I sell The Zoofamily products on marketplaces?

Accepted Answer

No. To protect our partnerships, selling The Zoofamily products on online marketplaces like Amazon and other similar is strictly prohibited.

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