Refund policy

Thanks for shopping at Up North Zoo! 

If you are not entirely satisfied with your purchase, we're here to help.

RETURN POSTAGE

If you've received a faulty or incorrect product. don't sweat it - we'll sort your postage! Just hit us up at upnorthzoonz@gmail.com For standard returns, you are responsible for paying your own shipping costs, so postage is on you, shipping costs are nonrefundable.

Please not that we are not liable for any items purchased without tracking. In the event of non-delivery or loss of such items. we regret that we cannot offer replacements or refunds as it is out of our control.

TIME FRAME FOR RETURNS

All online orders must be returned within 30 days of receiving your purchase. Please contact us for returns outside of this timeframe. Where delivery has been delayed for an online order, we will take into consideration the delivery date, as well as the purchase date.

SALE ITEMS
Products advertised on ‘sale’ or purchased with a ‘discount code’ will be accepted for exchange of size, colour or style, or you will be sent an online store credit. We can't refund sale items, sorry!.

EXCHANGES
We have a pretty cruisy exchange process around here. You can exchange any items you have purchased online for a different size or colour, OR you can go for a different item. If you’re exchanging for a different item and there’s a price difference, don’t sweat it! We can either refund the difference or process the extra payment with you. Our exchange process is super lenient as we understand that you can’t try before you buy online. Your return postage is on you, but we send out your exchange at no postage cost.

RETURN TO STORE?
Good news! Our retail store is the same as our website, so we are able to refund you or issue store credit for your online order in store. We can also assist with an exchange of an item purchased online. You can also drop an item off to store and our in-store team can arrange a refund/store credit for you.

REFUNDS/STORE CREDIT
If you paid full price for your order you are eligible for a refund back to the account you used to purchase. Once your return is received we'll email you advising you of your refund being actioned. If your item/s were on sale, we will refund you in the form of an online credit. In store credit notes/gift cards will work online and vice versa, If your online/in store credit isn't working online, Just hit us up at upnorthzoonz@gmail.com and we will get it sorted for you.

RETURN TIPS
1. Don't clean any items you plan on returning, as we won't be able to accept an item if it has been put through a machine wash, we can only accept items in the same condition as they were when purchased.

2. Lost your receipt? No worries, we will have the purchase in our system history and still be able to give you a refund/exchange or store credit for your item.