By Phone:
Questions? Problems? Want to order over the phone?
We're here seven days a week from 8:00 am to 5:00 pm Australian Eastern Standard Time. Just call +61 7 5436 2000 and we'll be happy to help you.

By Email:
Drop us a line at mailorder@australiazoo.com.au. We will reply as soon as possible, Monday - Friday.

Security:

1. Is it safe to use my credit card?
Yes it is. Our SSL (Secure Sockets Layer) server software encrypts (turns into code) all of your personal information, including your credit card number, name, address, and phone number, so that no one else can read it. It's the best technology available today for making e-commerce transactions safe. You can identify a secure order form by the presence of a locked padlock on your internet browser or in the bottom left (or right) hand side of your screen.

The major credit card vendor warranties guarantee all unreceived items are not charged. This means you pay nothing if unauthorised charges are made to your card as a result of shopping at Australia Zoo. As a result it is, in fact, much safer to use your credit card on the web than in a restaurant or other commercial consumer service. Alternatively, you can order from us by telephone or fax, or by mail with a cheque or money order.

As with all credit card transactions, when ordering online, you do so at your own risk. While Australia Zoo takes all precautionary measures available, we do not make any warranties or assurances regarding the safety of online transactions, nor do we accept any liability for damages or other forms of monetary relief for matters related to, or in connection with the transaction, regardless of the cause of action. Please contact your credit card vendor should you have any questions.

2. What happens once I've placed my order?
Once you place an order with Australia Zoo, you will receive an order confirmation email from our Customer Service Department. If you have any questions along the way, just call us at +617 5436 2000 or +617 5436 2112 or email us at mailorder@australiazoo.com.au .

3. What about my privacy?
The confidentiality of your personal information is something we take very seriously. We will not sell, rent, or loan any identifiable information regarding our customers to any third party. Any information you give us is held with the utmost care and security, and will not be used in ways to which you have not consented.

4. SSL text.
Our Secure Server encrypts (turns into code) all transactions using the same schemes employed by major financial institutions. This means that even if somebody managed to intercept an order on its way from you to us, it would be next to impossible for them to recognise it as such because all they would see is a code. It would take a long time for them to be able to retrieve the encrypted card number from this code. How long is a long time? Using a computer that can execute 1 million instructions per second would take someone 64 years to decrypt your card number.

5. Are Cookies Used?
Yes. By itself, a web site has no way of knowing if it has previously been visited by you. Even if you have just moved from one page to another on the same site, that site cannot 'remember' you without the help of a small piece of data such as a Cookie. You can turn cookies on or off through your browser's Options or Preferences.

Using cookies allows us to build your personal shopping list for you. We do not use cookies to collect private personal data about you.

Note that any information collected will be about your browser and connection, rather than personal details as such, unless you specifically provide those details. Keep in mind that most Cookies are used on the Web to provide you with additional functionality, rather than invade your privacy.

6. What are Conservation Points?

Australia Zoo is all about conservation, every penny spent online goes directly back into conservation, by helping us do that you gain conservation points to redeem elsewhere. For further details check out our conservation points page.

7. What are Ecards and Gift Certificates?

Gift certificates are the perfect solution when you just can't find the right gift or you're short of time. Gift Certificates make the perfect present for friends, family, and business associates. Gift certificate can be redeemed partially or combined with other payment methods if gift certificate amount is not sufficient for the purchase.

Return Policy:

Australia Zoo's 100% Customer Satisfaction Policy means we want you to be completely satisfied with your purchase. If you are unhappy with anything you order from our site, you can return it within 30 days. We are more than happy to either exchange, replace or refund. Refunds are issued in the same tender as the original purchase. (For example, if you paid with Visa, you'll get a credit on your Visa account.)

To return merchandise, send it to:

Australia Zoo
Steve Irwin Way
Beerwah, Queensland 4519
Australia

Please include a proof of purchase (receipt and/or original order number) for all returns/exchanges. Be sure to include your name, address, and telephone number in the package as well. For all refund and exchange requests, please include credit card details to enable us to apply the refund, or charge freight (less handling) on exchanged items. We also welcome your comments on how we can improve our merchandise and the quality of the product supplied to you. Please note that you are responsible for postage on returned merchandise.

NB: Please do not send us your credit card details via email