• How long will it take my order to ship?
All orders shipping within the US will typically arrive anywhere from one to three weeks. It can take as little as three days for delivery depending on the efficiency of your local postal service.
International shipping times vary. KottonZoo.com does not ship partial orders, your order will only ship if all items are in stock. If items are out of stock you will be notified by email.
• How much does shipping cost?
Shipping is based on the items in your shopping cart, as well as the final destination.
To check shipping for an order, simply place the items you want in your cart and head over to the checkout page.
• Where is KottonZoo.com located?
111 NE 1st Street, Floor 9, Miami, FL 33132 , USA
• Why have I not received my order yet?
Orders may take up to 3-5 business days to be processed. Shipping can then take up to 2-3 weeks.
For made-to-order items, please allow an extra 5-7 business days before your order is shipped.
If an incorrect address was provided, your order could have had an attempted delivery and been returned to our distribution center. If this is the case, a KottonZoo representative will contact you as soon as it is received and processed.
• Are tracking numbers available?
Yes, we issue tracking numbers for all domestic orders. Unfortunately, we do not offer tracking numbers for International orders.
As soon as your order is shipped, you will receive an email notification with your USPS tracking number ( only if you have selected PRIORITY SHIPPING METHOD ).
With any order questions, please submit a request using the help desk.
• Does KottonZoo accept international orders?
Yes, during the checkout process be sure to specify your address, province and country. International shipping rates and time frames differ from those of domestic orders. KottonZoo is not responsible for any taxes or tariffs you may incur by ordering. Shipping and Handling costs ONLY cover our shipping and handling costs to send the item to you.
If you cannot select your country from the drop down menu during the checkout process, then we are unable to ship to your country. If you cannot select your country please do not select another country. We apologize for any inconvenience this causes.
• What is your exchange / return policy?
Did we make a mistake?
While it's not common, if we sent you the wrong item, size or color we'll be happy to get you the right item right away, as long as it's unwashed, unworn and undamaged. The same applies if your merchandise arrives damaged.
Please make sure to reach out to us right away for returns, we need to start the process within 30 days of the date you receive the item.
Click here to download our returns/exchange form!
Did you just change your mind?
If you're not happy with your purchase and have not worn, washed or damaged the t-shirt or piece of merchandise, just contact us and we'll exchange it or give you a refund, minus your original shipping. You just pay for shipping and we'll take care of it!
Please note that all SALE items are FINAL SALES. No refunds or exchanges will be granted for any SALE items that were purchased while the items were on sale.
What about custom products?
If you ordered a custom product and it arrived damaged we will happily replace or refund it. Otherwise we don't offer refunds on custom items since they are made especially for you and can't be resold.
• What is a coupon code and where do I get one?
All of the KottonZoo brands have the ability to issue discount codes for customers to receive a deduction on their order. These codes are entered and applied towards your shopping cart balance during the checkout process. Coupon codes must be entered at the time of purchase to receive discount.
• I received the correct order, but would like to return it. What is the process?
You may return your item if it is unwashed and unworn. You will be responsible for the cost of shipping the item back to KottonZoo and the credit you receive will be for the cost of the item(s) with the original shipping fee deducted.
Returns and exchanges must be made within 14 days of the original ship date. If you received the correct item but wish to exchange it, you will also be responsible for the cost of our shipping the new item to you. Returns received without shipping reimbursement payment will not be accepted.
• What payment methods are accepted on KottonZoo.com?
KottonZoo currently accept the following methods of payment:
- Credit Card (Visa, Mastercard, American Express, Discover)
- KottonZoo Gift Cards
• How will my package be shipped to me?
All packages are shipped via USPS shipping.
• What is KottonZooo.com?
KottonZoo is the new way for brands to sell merchandise online, while staying true to their original artwork and overall image. KottonZoo specializes in design; merchandise printing and online storefronts as well as the distribution of products directly to consumers.
• Can I contact a store, band, company or vendor through KottonZoo.com?
No, we cannot provide any contact information to our customers. We operate their stores and process their orders made through KottonZoo.com and any of our affiliated sites.
• How do I know if the item I want is in stock?
All items have real-time inventory which means the available size would not display if there were no inventory.
The inventory system powering KottonZoo is extremely accurate, however, in the event that an order is placed for an item that is out-of-stock, KottonZOo offers a few solutions:
- Swap the out-of-stock item with another item of equal value.
- Wait until the item becomes available again.
KottonZoo will attempt to get in touch with you to get a final decision regarding the out of stock item. If KottonZoo cannot reach you within seven (7) days of the order being placed to make a decision regarding the out of stock item, the entire order will be held until the out-of-stock item becomes available.
• What if I received my order in the mail, but it's wrong?
If you have received your order and it is wrong due to an error caused by KottonZoo (ie: You ordered a specific size or color and received a DIFFERENT item), send it back to us at the following address:
111 NE 1st Street, Floor 9, Miami, FL 33132, USA.
Please include the unwashed & unworn product, a note explaining the mistake, and your order number. We will send out the correct order right away. Please submit a request using the help desk about any problems immediately so our warehouse can be aware of the return before it arrives.
Orders ONLY qualify for exchange if the incident is reported within fourteen (14) days of the items ship date. Also, the product cannot be washed, damaged or worn to qualify for the exchange.
When returning an item please ONLY send orders back via standard USPS mail. KottonZoo does NOT cover the cost of shipping that is not standard parcel post via the USPS. KottonZoo does not refund priority shipping, delivery confirmation, or any other additional services. KottonZoo only covers the cost of shipping if the order is a mistake made by KottonZoo.
Any items that are returned due to a customer error are susceptible to a $10.00 restocking fee in addition to the cost of re-shipping and handling the item.
• I have emailed the KottonZoo Support Team and not received a response! Is anyone even reading my email(s)?
We read every email that we receive and can assure you that we are doing our best to resolve any issues with your order. However, due to the high volume of emails we receive, we may not be able to respond to every email immediately. Please be patient and only send your email once. We will respond to your email as quickly as possible.
• When will my card be charged?
KottonZoo charges the customer's card at the time of purchase.
• Does KotonZoo accept PayPal as a payment option?
YES! KottonZoo supports real-time PayPal payments for both domestic and international orders.
• I did not receive my order confirmation email, what should I do?
Please check your SPAM or JUNK mail filters and make sure you add [email protected] to your approved address book. This is the email account we will be contacting you from. If you still do not have an email, please submit a request using the help desk
• Do you ship partial orders?
No, we cannot ship partial orders. If your order is missing an item you will be notified by email and will be asked to choose a replacement item of equal or lesser value. If KottonZoo cannot reach you or does not receive a response, your order will be held until all of the items ordered become available. This also applies to pre-sale items that you may have ordered. Your order will not be shipped until that pre-sale item becomes available.
• Does KottonZoo accept COD packages?
No, KottonZoo does not accept COD packages.
• Does KottonZoo accept pre-paid Gift Cards?
KottonZoo does not accept any pre-paid gift cards, including Visa / MasterCard gift cards.
• My order just will not go through, why?
Make sure you have filled out all of the fields, including the country to which your order is shipping. If you still have problems, please submit a request using the help desk with a description of your problem and we'll look into your specific case.
• Why is my credit card being declined?
Here are the reasons why your card might be denied:
- The Credit card company processing your card, for whatever reason has deemed that there are not enough funds or too many transactions on your account to process this order. You will need to contact your credit card or issuing bank.
- The credit card information you entered did not pass our Billing Address Verification Check. When we check a card for available funds, we also check to make sure that the billing address of the card matches what the user entered. This is one way that we protect our customers from fraud. If the billing address doesn't match, the order will get declined.
• What if one of my items is out of stock?
If an item in your order is out-of-stock, you will be contacted by a member of the KottonZoo Support Team. You may either wait for the item to restock or choose a replacement item of equal or lesser value. If the out-of-stock item in your order becomes available before your order ships with the replacement item, you will receive your original order.
• How will charges appear on my credit card statement?
Charges will appear on your credit card statement from KOTTONZOO
• What is a card code?
The card code is a three or four digit number located on the back of credit cards and bankcards. This number is an added fraud protection feature used when someone is purchasing a product online or over the phone.
• What if I received my order, but it's incomplete?
If you received your order and it is missing items, please contact customer support at the help desk. You must notify us of any problems with your order within 14 days of the delivery date.
• Are there any easy ways to get discount coupon codes?
Yes! Just send us a picture of yourself sporting your KottonZoo merchandise to [email protected]. If the photo is real (and appropriate) we'll post it to our KottonZoo social media fan pages and send you a discount code!
• What if I entered the wrong address, or my package is undeliverable?
If you give us the wrong address and/or the USPS deems your package undeliverable it will be returned to our warehouse.
When it arrives here you'll be contacted by a customer service agent and asked to give us a new address. We will not try to ship it to the same address, and you'll need to pay for shipping again.
If you would rather not pay shipping again we will gladly refund the purchase price, minus the original shipping.
• What brand of shirt or hoodie will I receive?
If we guarantee a brand for a specific item, that brand will be listed either on the main store page or under sizing chart description next to each product. However brands do vary from brand to brand and product to product.
Please reference our sizing chart for general sizing guidelines.