Shipping & Returns

A quick note: During busy periods like sales, delivery times might take a little longer than usual. Thanks for your patience!

Shipping Costs

UK & Ireland: We currently ship within the UK and Ireland only.
Free Shipping: On all orders over £85.
Standard Delivery: For orders under £85, a delivery fee of £5.99 applies.

When will my order be shipped?

Same Day Dispatch: Orders placed before 2:00 pm (Mon-Fri) will be shipped the same day.
Next Day Dispatch: Orders placed after 2:00pm will be shipped the next working day.
Please note: During peak times, delivery might take a little longer- but we'll do our best to get your order to you quickly.

Important Delivery Info

Collection Points: If your parcel is delivered to a collection point, please make sure to pick it up on time.
Redelivery: If a package is returned to our warehouse because it can't be collected or the address is incorrect, we are unfortunately unable to cover the re-shipping costs. You will need to pay the delivery fee again to have it resent.

Returns & Exchanges

We want you to be 100% happy with your purchase. If something isn’t quite right, we’re here to help!

30-Day Returns: You have 30 days from the day of delivery to return your item.
How to Return: Ensure the item is unused and in its original, undamaged packaging. Please include a completed return form and send it to our UK warehouse:

The Zoofamily
Haus Distribution LTD Unit E2,
High Flatworth Tyne Tunnel Trading Estate
North Shields, NE29 7UZ

Please note:

Return Costs: Return postage costs are the responsibility of the customer.
Original Shipping: Original delivery charges are non-refundable.
Tracking: We strongly recommend using a tracked service. We cannot process a refund for items lost in transit without proof of postage.
Processing Time: Refunds are typically processed within 7 working days of receiving your return.

2-Year Warranty
We offer a 2-year degressive warranty against manufacturing defects on all products.

What’s covered: Manufacturing defects on cameras and walkie-talkies.
What’s not covered: Consumables and accessories (batteries, antennas, remote controls, cords, buttons, battery covers, etc.) are not covered as they are subject to standard wear and tear.
To make a claim: Please email info@thezoofamily.co.uk with your order number and a photo/video of the defect.

Contact us:
Monday to Thursday: 9:00am – 5:00pm
Friday: 9:00am – 3:00pm
E-mail: info@thezoofamily.co.uk