1) How long will my order take to arrive?

We process orders Monday-Friday, so if you placed an order during the week, it will be processed, packed, and shipped within 1-2 business days. From there, how long it will take to get to you really depends on the post office (USPS) and/or DHL. It generally takes 5-10 business days to arrive within US, if you'd like to to get it earlier do opt for our express shipping options (within 3-4 business days). 

International shipping times vary greatly, depending on which country and how efficient the customs office is. You should expect at least 7-12 days for international orders, although we have had instances where it has taken even longer. However, Canada/Mexico often arrive within 3-5 days. European Union countries don’t often experience long delays either. Sometimes Eastern European, African, or Asian countries can experience delays related to customs or other factors beyond our control.

Please also note that we do not ship to Belgium.

If you're an international customer, we strongly urge you to select the extra $0.98 "Route" shipping insurance option in your cart before checkout. If your package is lost (or even just delayed), they will buy a replacement and ship it for you! 

2) Where is my tracking number?

You will receive an email with tracking information when your order has been processed by us within 1-2 business days. Sometimes the emails can get caught in spam filters, so make sure to check your junk email box before asking us about it.

 

3) What is Route+ Shipping Protection?

On your shopping cart page before checkout, you will see the option to add Route+ Shipping Protection to your order for $0.98. By selecting this option, your package will be fully insured in cases where it may be lost in the mail, damaged, or stolen. You will also receive Route's advanced real-time tracking for your package delivered straight to your phone or inbox. You can visit Route's FAQ page for more details here. For only $0.98, it's a pretty great service for peace of mind!

**We HIGHLY recommend using this service for all international packages.

 

1) What is your return policy?

If you are unsatisfied with your Zoo Snood in any way, we offer a money back return policy. Returns must be requested within thirty (30) days of receipt of the item. Returned items for a refund must be received at our warehouse within thirty (60) days of receipt of the item. To request a return, please visit our contact page. In the subject field, type "RETURN" and enter your order number in the comments field and the reason for your return. You will receive further return instructions via e-mail.

U.S. return requests that qualify will receive a pre-paid return shipping label to send the product back to us. Once the product is received, we will issue a full refund.  Returns may also be done in-person at our Los Angeles warehouse location during regular business hours.

Unfortunately, due to the high cost of international shipping, non-U.S. customers must pay to ship any returned products back to us themselves.

We reserve the right to refuse the return of any items that have been worn or damaged.

 

2) What about your exchange policy?

We’re happy to exchange your Zoo Snood for a different one! To request an exchange, please visit our contact page. In the subject field, type "EXCHANGE" and enter your order number in the comments field and the reason for your exchange. You will receive return instructions via e-mail, including a return shipping address. You must arrange for return shipping, but we will cover the cost to ship the new replacement product back out to you.

Exchanges may also be done in-person at our Los Angeles warehouse location during regular business hours. We reserve the right to refuse the exchange of any items that have been worn or damaged.

 

3) My Zoo Snood is broken/defective. Can you send me another one?

We rarely encounter broken or defective Zoo Snoods, but if you do happen to have a problem with your snood, we’d be happy to send you a replacement. To report a broken/defective product, please visit our contact page. In the subject field, type "DEFECTIVE" and enter your order number in the comments field and explain the problem. You will receive a follow-up email with instructions on what to do next.

 

4) My Zoo Snood doesn’t fit my pet. Can I get a different one?

Sure. If your Zoo Snood doesn’t fit, we’d be happy to send you a different style of equal value. To request an exchange, please visit our contact page. In the subject field, type "EXCHANGE" and enter your order number in the comments field and the reason for your exchange. You will receive return instructions via e-mail, including a return shipping address. You must arrange for return shipping, but we will cover the cost to ship the new replacement product back out to you.

Exchanges may also be done in-person at our Los Angeles warehouse location during regular business hours. We reserve the right to refuse the exchange of any items that have been worn or damaged.

 

PRODUCT & CARE

1) What size Zoo Snood should I get?

Please refer to our sizing guide for help figuring out which size Zoo Snood you should get for your pet.

 

2) How should I wash my Zoo Snood?

We recommend washing your Zoo Snood by hand with cold water, then letting it air-dry. This is the gentlest way to clean pretty much anything. You can also machine wash using the gentle cycle if hand-wash is not an option.

If your Zoo Snood is getting a little loose, you can try washing it in hot water to shrink it a bit.

 

3) How often should I wash my Zoo Snood?

That’s entirely up to you. We usually give it the “smell test.” If it’s stinky, we wash it.

 

4) Will my Zoo Snood shrink?

If you hand-wash your Zoo Snood as described above, then it won’t shrink. If you wash it in hot water, then it may shrink a bit. After having your pet wear a Zoo Snood for extended periods of time, some of our customers actually like to shrink their Zoo Snoods a little to make it fit a bit more snugly.

 

5) Can I use the crocheted Spiked Collar as a replacement for a real collar?

We do NOT recommend using our Spiked Collar as a replacement for your real collar, which is why we didn’t include an attachment ring/clip for a leash on it.  The Spiked Collar is meant to be worn just for fun, and is not safety tested for durability.  The last thing we would want is for the Spiked Collar to stretch or break during an exciting moment for your dog.

 

1) I really want a Zoo Snood in a different design/animal and/or color. Can you make one for me?

Sorry, but we only have what is shown on our Website. If you’re really interested in a specific color or design, please email us and let us know! If enough people keep asking us to make a certain design, we’ll certainly consider it for next season! But as far as custom designs right now, you’re out of luck.

 

2) Do you offer any discounts? What about free stuff?

You can get an immediate 15% discount if you sign up for our newsletter. Newsletter subscribers get exclusive access to discounts, sales, weekly and monthly contests, and random product giveaways. You should definitely sign up!  We also run contests and giveaways for free Zoo Snoods sometimes, and announce them on our social media accounts and contests page. Follow us to find out when we have a new giveaway!

 

3) I need a Zoo Snood right away. Do you have any retail stores?

We have a small handful of mom & pop retailers that carry our products in their stores, but we can't be sure what they may have in stock at any given time. Please shoot us an email with your location, and we can let you know if there's someone nearby!

 

4) Where are you located?

Zoo Snood HQ is located at 135 E Chestnut Ave., Ste. 5B, Monrovia, CA 91016, USA. It’s not a retail location though…just our office and warehouse. 

  

5) Do you offer bulk discounts?

Yes we do! If you have a large group of people looking to make a group buy, please fill out our contact form with details, and we’ll get back to you as soon as possible!

 

6) Do you offer wholesale?

Yes! If you're a retail store owner interested in carrying our products, please visit our wholesale page.