Shipping & Returns
Please note that delivery time may be extended due to increased order quantity during sale.
Europe: free delivery on most orders above 99 EUR.
On European orders below 99 EUR the shipping cost depends on the shipping country and your total purchase amount.
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 GLS from our warehouse in Belgium. You will receive an e-mail 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 custom 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.
All orders placed before 11 am CEST will be shipped the same day. Orders placed after 11 am CEST, will be shipped the following business day. In tense periods the delivery might take longer.
The Zoofamily is not responsible for any shipping delays. GLS is responsible.
Delay might occur on 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 email@example.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 - firstname.lastname@example.org ) 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:
Within what a period must be an item returned?
The return period is 30 days after receiving the goods.
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 e-mail or phone:
Monday to Friday between 8.30 am - 5.00 pm
Phone (0032) 473 38 18 51