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Store Policies

Zoolikins Store Policies

Payment

We are happy to accept Visa, Mastercard, American Express, Paypal, and money orders by mail.  Money orders must be received with one week of order date, or your items will be returned to stock.  Money orders may be sent to:

Zoolikins
7118 E. 5th Ave.
Scottsdale, AZ 85251


Shipping Information

Zoolikins ships to the United States, its territories, APO/FPO addresses and internationally where permitted.  bumGenius and ErgoBaby products may not be shipped internationally.  If you place an international order and shipping charges can't be calculated, we will send you an email to let you know what the charges will be.

All orders will be processed and shipped promptly in the order they are received.  For orders with product totaling greater than $100.00 (after discounts, coupons, and gift certificates), customers within the continental United States have the option of choosing free shipping via our Super Saver Shipping, which utilizes both Federal Express and USPS.  To receive free shipping on your order totaling $100 or more, you must select the Super Saver Shipping.  Under $100.00, the shopping cart will calculate exact postage for a number of different shipping options with carriers USPS and Federal Express.  Shipping cost includes delivery confirmation and insurance. Occasionally we have free shipping promotions for particular items- we will ship these items by the least expensive method, either FedEx Ground/Home Delivery, USPS Priority Mail, or USPS First Class Mail (for small orders 13 ounces or less).

Express shipping is available via Federal Express, and will be shown as an option upon check-out. Same-day shipping on express orders is available if the order is received by 10:00 AM Pacific time. Be sure to include a telephone number where we can reach you regarding your urgent order, just in case we have a question. 

To receive free shipping, you must choose the free shipping option upon checkout.  Shipping funds can not be refunded due to an incorrect or mistaken shipping selection.

If you live in the Phoenix metro area, you are welcome to pick up your order at our Scottsdale location.  When checking out, select "Pick up" as your order option and we will let you know when your order is ready.  In most cases, your order can be ready for pickup the same day- just let us know by email or telephone that you wish to pick up your order right away.

If you have provided an email address, you will receive a shipping notice when your order ships.  Packages are shipped Monday-Friday (excluding holidays or other closures).  You can track your package using the tracking information provided in your shipping notice. You can also log in to your account at any time to see the status of your order and your tracking number.

Zoolikins makes every effort possible to ensure that your package is shipped complete within 1-3 business days (business days are Monday-Friday).  If there is a question or problem with your order, change in your order or special requests, additional processing time may be required.  When choosing shipping method, please note that order processing time is in addition to transit time.  For example, if you choose FedEx shipping and are quoted a transit time of 5 business days, this is only the transit time.  Processing and packaging your order may take up to 3 business days.  FedEx is our preferred shipping method, as it is extremely reliable and provides full tracking information for your package.  USPS may be quicker to some regions, but there is no tracking information and no guaranteed arrival time.  FedEx transit time is shown in the map below.  Super Saver Shipping is usually the the time it takes for FedEx Ground plus 1 day.

Any special circumstances regarding processing and shipping time will be posted on the front page at www.zoolikins.com and in your order confirmation e-mail.  Special circumstances include, but are not limited to, shipping holidays due to inventory counting, national holidays, post office closure, and natural disasters.

All orders ship from our warehouse in Phoenix, Arizona 85034.

FedEx Ground transit time shown below is in business days.  For example, if the order ships on Monday, then 1 business day means that the order will arrive Tuesday.  2 business days means the order will arrive on Wednesday.  If shipping to a residential address, deliveries will also be made on Saturdays.

Fed Ex Ground Map from Arizona

 

Returns/Exchanges


All sales are final 30 days after order date.  Sales on clearance items are final upon purchase. 
  Items to be returned to us for any reason must be postmarked within 30 days of order date.
  Please read all of the following important information:

  • Cloth diapers fall under the same health and safety regulations as underwear and other intimate apparel.  Legally we must follow certain strict guidelines, as we have an obligation to all of our customers to do so.  Cloth diapers to be returned MUST NOT be worn, washed, or used and must be in new condition in original packaging (if it came in packaging)
  • Toys must not be opened or played with, as we will be unable to re-sell them.
  • If you wish to return an item, please request the return authorization through your online account. Log in, click "orders," choose the relevant order, and click on "return an item." Check off the item or items you wish to return. We will review your request and contact you with your return number. Please print out the return slip or include a note with all the relevant information, including the return number. Please contact us if you do not receive approval or information from us within 2 business days.
  • The return number must be clearly marked on the outside of your package.
  • All returns should be sent with delivery confirmation and/or tracking information and insurance. We are not responsible for returns lost or damaged in transit.
  • Shipping fees will not be refunded or credited.  If free shipping was received and the returned items bring your order below the free shipping minimum, actual shipping charges for the original order will be subtracted from your refund or store credit.
  • If you would like a refund to your paypal account or credit card, a 10% re-stocking fee will be assessed. No restocking fee is assessed if store credit is chosen. 
  • Please note that items with odors will not be accepted for return.  Odors include (but are not limited to) perfumes, oils, cooking odors, pet odors, smoke, or anything that doesn't smell "new."
  • If you believe you have a defective item, please let us know. Every manufacturer has different procedures for processing defective items, with some requiring the item be sent directly to them. We will help you with this process.

When you receive a return number and approval, please write it on your package and send to:

Zoolikins Returns
7118 E. 5th Avenue
Scottsdale, AZ 85251

When we receive your package back in good order, we will send you a voucher code by e-mail with your store credit. If you prefer a refund, please let us know and we will get it processed right away (subject to policies above).

Defective Items

Most of our manufacturers offer limited-time warranties on workmanship and materials. If you have received a defective item, please let us know and we will tell you where to send the item for replacement or repair. Some manufacturers require defective items to be sent directly to them, while we take care of others in-house. All manufacturers' warranties are voided if the products were not cared for properly- with cloth diapering items, this includes the use of unapproved additives.

Order Changes, Additions, or cancellations

We are happy to work with you to get your order just right.  If you need to make a change to your order, please contact us within 24 hours and we will make the adjustment, provided your package has not yet shipped. 

For order additions, simply place another order and indicate in the comments that you would like to combine it with a previous order, or give us a call on our toll free number at 888-677-3228.

Cancelled orders that require a refund will be assessed a 10% re-stocking fee- no exceptions.  Orders may be cancelled as long as they have not yet shipped.  Please contact us with your cancellation request, order number, and reason for the cancellation.  We will promptly refund your payment, minus a 10% restocking fee. If you would like to cancel your order, but keep your payment as a store credit, no restocking fee is assessed.

Security and Privacy

The security of your payment details and personal information is of the utmost importance to us.  For this reason, we never see, nor do we retain, any credit card information.  All credit card payments are encrypted and processed through our secure payment gateway and are used only for the transaction that you authorize.  Your name, address, telephone number, and e-mail are only used for Zoolikins business and will never be sold to anyone.

 

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07/12/2012, 03:41 PM

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