Returns Policy

Returns Policy

If you are not satisfied for whatever reason with any item you have purchased from the Zoos Victoria online store, we are happy to offer you an exchange or refund (minus shipping costs). The item must be returned to us within 14 days in its original condition with proof of purchase.

If you have any questions or concerns about your orders, please email 

or if you have general retail enquiries, please email

Attention: RETAIL CORPORATE SERVICES, PO BOX 74, Parkville, Vic, 3052.

This refund and exchange policy applies only to items purchased online. Customers must exchange for equal value or select an item(s) for greater value and pay the difference. In the event we have made a mistake, the item is not as described, or the product is faulty we will refund reasonable return freight costs. Freight charges are not refunded where an item is returned for a change-of mind refund or exchange. Customer will be refunded via method in which they made payment. Please note any credit to your card account may not appear on your credit card statement until a future billing cycle, depending upon your bank’s procedures.

Please note:

Offers and stock availability may vary between the zoo online shop and Melbourne Zoo, Werribee Open Range Zoo and Healesville Sanctuary outlets. All Prices are in Australian Dollars and inclusive of GST. Please ensure the delivery address and receiver's name is correct and complete. Please include any business name if shipping to a work address as we are unable to change any details once the order has been placed. Zoos Victoria will not take responsibility for any orders that go missing due to incorrect delivery information provided by you. Please notify us within 4 weeks of if you have not received an item. After this time no refund will be issued for any missing orders.