Shipping & Returns

Please note that delivery time may be extended due to increased order quantity during the sale.

Shipping costs

Europe: free delivery on all EU countries orders above 59 EUR.
Except Greece, Cyprus, Malta, Islas Canarias, Baleares, Jersey

Orders below 59€, these rates apply for the most common countries

Belgium 3.99€
France, Germany, Netherlands 4,99€
U.K., Spain, Portugal, Italy 9,99€

Countries outside of Europe: On all orders outside of Europe, the shipping cost depends on the shipping country and your total purchase amount. 

All international orders are shipped with quality couriers from our warehouse in Belgium. You will receive an email with shipping information when your package is on its way.

PLEASE NOTE: Orders delivered to countries outside the EC fiscal (VAT) area will not have VAT (BE Tax) charged to them. Also note that, depending on your order and country, you will be liable to pay local taxes and duties upon receiving your order, for which The Zoo family can not accept liability. The refusal to pay such fees will cause a full cancellation of the order. Transportation costs and customs clearance costs associated with a cancellation will be deducted from the total amount refunded to you. Countries where this applies is for example, Norway and Switzerland.

Delivery

All orders placed before 14 pm CEST will be shipped the same day. Orders placed after 14 am CEST will be shipped the following business day. In tense periods, the delivery might take longer.

Delay may occur, and The Zoofamily is not responsible for any shipping delays caused by the courier.

A delay might occur in international shipping if the package is held at customs. The Zoofamily is not responsible. 

PLEASE NOTE: If your package has been delivered to a collection point, please make sure to collect it in time, before it is returned to our warehouse. If your package is returned to our warehouse, The Zoofamily will not cover the shipping cost. You will have to cover the shipping costs in such circumstances.

What is your return policy?

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.

You always have this in writing within 30 days after delivery (via email - info@thezoofamily.com ) to bring it up to date. The item must be returned in undamaged and unused condition, along with the completed return form, to our address in the original packaging, also within 30 days:

The Zoofamily
Lobeliastraat 4
8670 Koksijde
Belgium
info@thezoofamily.com

Within what period must an item be returned?

The return period is 30 days after receiving the goods.

Cancellation

It is possible to cancel your 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 email or phone:

Monday to Friday between 8.30 am - 5.00 pm 
Phone (0032) 471 78 32 29
E-mail info@thezoofamily.com