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Return Policy

How do I return an item?

Money-Back Guarantee
We want you to be fully satisfied with every item that you purchase from www.zookeeperusa.com. If you are not satisfied with an item that you have purchased, you may return the item within 30 days of delivery for a full refund of the purchase price, minus the shipping, handling, gift wrap, or other charges.

The item must be returned in good condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure full credit.

Credit
You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.

Damaged or Defective Items
If you receive a damaged or defective item, contact ZooKeeper USA within 30 days of delivery at 206-779-5238. Please supply ZooKeeper USA with your order number, item number and tracking number from your original confirmation e-mail. ZooKeeper USA will also need your e-mail address and phone number. ZooKeeper USA will make every reasonable effort to replace the item in a timely manner. We cover shipping charges if there was damage to the item due to shipping.

Returning an Item
Here are the instructions for returning an item:

  • Pack the item securely in the original package, if possible.
  • Enclose the bottom portion of the original packing list with the item. Be sure to keep the top portion of the packing list for your records. If you cannot send your packing list, please include your order number, billing name, and address with the item.
  • All products must be returned in new (or as received) condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure full credit.
  • All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
  • For your protection, we recommend that you use UPS or Insured Parcel Post for your return. Unless your packing slip directs you to ship an item to a different address (and if so, follow such directions), ship the return package to:

ZooKeeper USA c/o Polar Fusion LLC
Returns Department
22737 72nd Ave S, Suite C-106
Kent, WA 98032