FAQs

What if an item is out of stock?

If an item is out of stock or not on the website, please contact us on 02 9978 4743. Staff are best able to assist you between 11am - 4pm AEST or email zooshop@zoo.nsw.gov.au

Returns Policy

If you are not completely satisfied with your purchase we offer an exchange or refund within 35 days with proof of purchase. Postage costs are not reimbursed unless product is faulty or damaged.

Exchange or Refund

Please contact us on 02 9978 4743. Staff are best able to assist you between 11am - 4pm AEST or email zooshop@zoo.nsw.gov.au

Once we have received the returned product including proof of purchase we can either send an alternative or a refund can be processed using your original payment method. All purchases and refunds are transacted in Australian Dollars (AUD).

Faulty product

Please contact us on 02 9978 4743. Staff are best able to assist you between 11am-4pm AEST or email zooshop@zoo.nsw.gov.au  and we will send you a returns envelope. Once we have received the returned product a replacement can be sent or a refund can be processed using your original payment method. All purchases and refunds are transacted in Australian Dollars (AUD)

What payment types do you accept?

We accept Visa or MasterCard

How long does delivery take?

Due to the impact of Covid-19 all online orders are currently being sent once a week. Please allow 3-7 business days after receipt of your order comfirmation for your order to be processed. 

Please allow an additional 7 to 10 business days for delivery in Australia. 

Christmas delivery - we advise that Christmas gift orders be placed by December 10. Any orders after this date cannot be guarenteed delivery by Christmas.

Do you deliver internationally?

No, unfortunatley due to the impact of Covid-19 we currently are not able to deliver overseas.