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, but you may risk damaging some parts of the Zoo Snood (e.g. horns or antlers).
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) 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 24 hours. From there, how long it will take to get to you really depends on the post office (USPS). We ship out of Los Angeles, CA, so if you’re on the East Coast, you can expect it to take a couple days to arrive. If you’re on the West Coast, you should get your Zoo Snood in 1-2 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.
We have a shipping calculator available before final checkout where you can get a shipping cost estimate and delivery time estimate. You may want to add an extra day to the delivery time estimate just to be safe.
2) What if I place an order on the weekend?
If you place an order over the weekend, we will process, pack, and ship it on Monday.
3) Where is my tracking number?
You will receive an email from USPS with tracking information when your order has been processed by us (usually within 24 hours, unless on the weekend). Sometimes emails from USPS are caught in spam filters, so make sure to check your junk email box before asking us about it.
4) Do you ship internationally?
Yes. We ship worldwide. However, international shipping costs can be high, so make sure you check our shipping calculator before you check out! Shipping for 1-2 Zoo Snoods usually costs between $15 to $20 to most countries outside the U.S., and may take 7-12+ business days to arrive.
5) 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 seven (7) days of receipt of the item. Returned items for a refund must be received at our warehouse within thirty (30) 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 return instructions via e-mail, including a return shipping address.
Orders that are returned to warehouse and qualify for a refund will receive a product refund but not shipping refund. You are responsible for return shipping. Returns may also be done in-person at our Los Angeles warehouse location during regular business hours. 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 pay to ship the exchanged 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 VERY rarely encounter broken or defective Zoo Snoods(less than 0.1%). But, if you are one of the incredibly rare cases where you received a defective Zoo 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 pay to ship the exchanged 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.
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 10% 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?
Unfortunately, we only sell our Zoo Snoods online for the time being.
4) Where are you located?
Zoo Snood HQ is located at 2457 Hunter St., Ste. B, Los Angeles, CA 90021, USA. It’s not a retail location though…just our office and warehouse. That said, we can sell you a Zoo Snood if you want to come by in person.
5) I’m in Los Angeles right now. Can I come by your HQ and buy a Zoo Snood in person?
Sure. If you come by during our office/warehouse hours, you can buy a Zoo Snood in person. With LA traffic, it may be easier to just buy it online and wait for it in the mail though. Packages to LA usually only take a day to get there. Call or email us ahead of time if you want to drop by, just to make sure we’re in to greet you!
6) 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!