ZoomiePlay / Customer care
Shipping & returns.
A little peace of mind.
Good things for your pet home, backed by people who care. Here’s what to expect from checkout to your door, with support beyond delivery.
01 / Shipping
Let’s get the good stuff to you.
We know you’re looking forward to your order. We work to get your order moving promptly, with clear updates along the way.
- 01 / Order confirmed
You’re in.
After checkout, look out for your order confirmation email. Keep it handy for your order number and status link.
- 02 / Prepared with care
Getting it ready.
We aim to prepare your order for dispatch as quickly as possible. Processing is separate from delivery time. Business days exclude weekends and public holidays.
- 03 / On its way
Follow the journey.
Once your order ships, we’ll send a shipping confirmation. Use the tracking details provided to follow your parcel. A new tracking link may need a little time to show its first carrier scan.
Delivery estimates
Delivery time depends on your destination and shipping service. For help with an estimate before ordering, email support@zoomieplay.com.
Any delivery window is an estimate. Public holidays, carrier disruptions or customs checks can occasionally affect timing. If we become aware of a significant delay, we’ll contact you with an update and the available options.
Shipping options & costs
Available destinations, delivery options and shipping charges are shown at checkout before you pay.
Need to change something?
Email us as soon as possible with your order number and the change you need. We’ll check whether your address or order can still be updated before fulfilment.
My delivery needs a little help. What should I do?
If your order is taking longer than the estimate, arrives damaged or seems to be missing, email support@zoomieplay.com with your order number. We’ll look into it and help you with the next step.
If tracking shows delivered but you can’t find the parcel, check the delivery location and with anyone who may have accepted it, then contact us.
02 / Our 30-day money-back guarantee
A little less worry.
A lot more confidence.
Try your ZoomiePlay purchase at home. If you’re not happy with it, contact us within 30 days of delivery to start your money-back guarantee request.
Start your guarantee request support@zoomieplay.com
- 01
Send us a quick email.
Reach out to support@zoomieplay.com with your order number, the email used at checkout and a brief note about what didn’t work for you.
- 02
We’ll walk you through it.
We’ll confirm the next steps and provide the correct return instructions and address. Please contact us before sending anything back; the address on your parcel may not be the return address.
- 03
Your refund, back to you.
Once we receive and check an eligible return, we’ll issue your refund to the original payment method and send a confirmation email. Your bank or payment provider may need additional time to show the credit.
Yes, you can give it a try.
Opened and gently tried products are covered. Please return the product with its included parts and accessories. Damage caused by misuse or accidental damage after delivery is not covered by this voluntary guarantee.
Clear costs. No restocking fee.
For a change-of-mind or satisfaction return, you’re responsible for return postage. We cover return postage when an item arrives damaged, faulty or incorrect.
There is no restocking fee. We refund the amount paid for the returned product. Original shipping charges are not refunded unless the item is damaged, faulty or incorrect, or a refund is required by applicable law.
Something arrived wrong?
Let us know as soon as you notice a damaged, faulty or incorrect item. Include your order number and a description; photos are helpful if available. We’ll help arrange an appropriate replacement, refund or other resolution.
Returning a set or bundle?
For a full set or bundle refund, return all items included in that purchase. If only one item has an issue, contact us so we can help with that item. Refunds reflect the amount actually paid after any discount.
Our 30-day guarantee is in addition to your rights under applicable consumer law. It does not limit your rights for faulty, damaged, incorrect or misdescribed goods.
03 / A real person, a little help
We’re just an email away.
Questions before you order or need a hand afterwards? Send us a note.