Frequently Asked Questions

How do I contact the Australia Zoo Online Shop?

If you have any questions at all, we are happy to help. Please call us between 8:00 am to 4:30 pm AEST on +61 7 54362112 or +61 7 54362000, or email us at onlineshop@australiazoo.com.au. We will reply to emails within 48 hours.

What currency are the product prices displayed in? 

We charge in Australian dollars (AUD) and all prices are displayed in your local currency. You do have the option to use the ‘select currency’ tab to change the display. The currency converter is there to give you an indication of what you may be charged in your local currency.  The actual amount debited will depend on the exchange rate on the day, along with any fees and charges your banking institution may apply.

What happens once I have placed my order?

Once you place an order, you will receive an order confirmation email. Then, once the order has been shipped, you will receive another email to let you know your parcel is on its way.

How long will my order take to arrive?

We will dispatch your order from our warehouse within 48 hours (weekdays) and send via Australia Post. Once dispatched, delivery times vary between locations. As a general rule please allow 2 to 6 business days for Australian destinations (or sooner for express post) and 10 business days for international destinations (or 4 to 6 business days for express post).  

How are postage costs calculated?

Our packaging and handling charge depends on the weight of the parcel and its destination. You will need to create a user account in order to use the Online Shop. It is free and easy, just follow the prompts. The system will then be able to calculate a cost for you, which will include the postage charge.

What about customs, duties and taxes?

Australia Zoo does not add any additional levies or surcharges to your delivery costs. However, there may be some other charges your destination country may apply, and we do not absorb these. For the UK, and all other EU countries, please refer to the attached links.

https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

https://ec.europa.eu/taxation_customs/individuals/buying-goods-services-online-personal-use/buying-goods/buying-goods-online-coming-from-a-noneu-union-country_en

What is the returns and exchange policy?

Here at Australia Zoo we pride ourselves on providing the best customer service possible. We understand there may be times when your purchase is not suitable. 

Within 30 days of purchase, you may return to us, at the address below, any unwanted items that are in original sale condition, being unworn, unwashed or otherwise unused with original tags/labels attached, for a refund or an exchange.

Any postage payable for ‘change of mind’ is the customers’ responsibility; accordingly, there may be a small return postage fee for exchanges, so please include your credit card details when returning your items. Please also include proof of purchase (or quote the original order number) along with your name, address, best contact number and details of the refund or exchange.

Please return to:

Australia Zoo Online Shop
1638 Steve Irwin Way
Beerwah QLD 4519
Australia 

Refunds will generally be processed back on to the debit/credit card used when making your original purchase.

Excludes gift cards or custom prints.

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

What format are the DVD's?

Our DVDs (unless stated in the description) are in NTSC format, meaning they will play anywhere in the world.

Are there Christmas order cut off times?

Deliveries may take a little longer at this time of the year, so for Christmas deliveries, please ensure you place your order by the 15 December for domestic destinations or 30 November for international destinations.

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 is 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.

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.

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.

What is 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, 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.

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, 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.