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FAQ

General

The prices of the camera?
Our prices include VAT and exclude shipping costs.

Can I view the products somewhere?
On our site you can see all the details of each product.  Currently we have no showroom. 

What if a product is not in stock?
On each product page you can see if the product is available. Most of our products we have in stock and we can deliver immediately. If our stock temporarily exhausted, then we can let you know when the product is again available by e - mail.

Do I need to register?
No, you don’t need to register

Need help?
If you need help you can contact us from 9h to 17h30 on +0032(0) 473 38 18 51 or by mail, info@thezoofamily.com

Does it actually work? Is the photo quality good?
Short answer is YES.
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 cameras.

Any games in the camera?
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.

From what age can the cameras be used?
The Zoofamily cameras are suitable for kids starting from 3 years till 10 years and older.

What is your product warranty?
We offer a 2-year degressive warranty for manufacturing defects on all kids cameras. 

Do I need to purchase any battery for the camera?
No. All of our kids camera products come with a built-in lithium ion battery, charged via the USB cable included in all camera packages.

How long does the battery last before I have to recharge?Under normal usage, 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. 

Is the product safe?
Yes. The kids digital cameras have completed lab tests and certified to be in comply with applicable international standards of electronic and toy products. The camera body and case are free of toxic chemicals. We follow the famous ROHS Standards en all our kids digital cameras are CE approved.

How many paper rolls are included with the 3in1-print camera?
There are 3 paper rolls included, good for 225 prints! Compared with conventional instant print cameras, the cost is low (€ 0.02 per print versus traditional €1 per print).

Where can I buy the paper rolls?
Any paper speciality store or in our webshop.
type - heat transfer print paper 
Diameter 25mm
Width 57mm

Order

How long is my order reserved?
All orders will reserved 8 days for you. If we didn't received the payment after 8 days automatically the articles goes back in stock .

How do I know if my order was successful?
You will receive shortly after your order a confirmation of the items you ordered. If you did not receive this confirmation please contact us at info@thezoofamily.com

Can I cancel an order?
After placing an order and completing your payment, it is included directly in our system and can’t be cancelled. In some cases there is a short period in which the order can still be put on stop. Therefore, it is important that you take contact with us at info@thezoofamily.com and do not forget to mention your order number.

Payments

How can I pay?
With The Zoofamily we have the following payment methods: Banktransfer, Visa, Maestro,Paypal and IDEAL.

What if my online payment fails?
Sometimes it happens that your online payment fails or you didn't have your card on hand. Don't worry, you can still do your payment by banktransfer. 

These are our bank details: IBAN BE98 73705145 3893
Remember: when you pay don't forget to mention your name and order number.

How long does a bank transfer?
Transfers can take between 1 and 5 days to be on our account.

Can I pay later?
No. Unfortunately we don't have this possibility. You can online pay with creditcard (Maestro, Visa), banktransfer, Ideal and paypall.

Can I receive an invoice on behalf of my company?
Yes, just make the order on behalf of a company.

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

Shipping

Where can I receive my order?
You can receive your order at any address (home, work, etc. , mailbox is not possible).

How long does it take before I receive my order?
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 work with all major logistics companies.

Possible for delivery in the weekend?
We will send generally with the courier service of GLS and this only on weekdays.

What are the shipping costs?
We offer FREE standard shipping across Europe on all orders over 99€.
Within Benelux Under 99€ we offer a flat 7€ shipping rate.
Outside Benelux depends on weight and size calculated in checkout.
We ship worldwide and shipping cost depends on weight and size calculated in checkout.

How do I know my order is shipped?
Once your package will be sent with GLS you receive an email confirmation from GLS courier service with the exact delivery date.

Can I track my shipping?
Yes you can, once your items has left the warehouse you will receive a track & trace mail.

I have given the wrong address.
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.com

Caution! 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.

Exchange & Return

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 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 fits you have the right to exchange or return your purchase. This also applies for damaged articles.

You always have this in writing within 14 days after delivery (via email - info@thezoofamily.com ) to bring 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 a period of 30 days:

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

Within what a period must be an item returned?
The return period is 30 days after receiving the goods.

How do I get the amount of my return.
Once the return is approved, you will receive the amount of your purchase back to your account. Make sure you mentioned on the return form your IBAN and BIC code of your bank account to refund.

When will I receive the amount of my return?
Items that are returned under the conditions as described above, be refunded by us within 10 working days.

What I should do when the returned amount is not correct?
Please contact our customer service via info@thezoofamily.com. They will search for a solution as soon as possible.

 

Didn’t find what you were looking for?

+32 (0) 473 38 18 51 - info@thezoofamily.com
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