FAQ

FAQ

How Does It Work?

What is the species this month, when are new species announced?

This month's species is the one pictured on our subscription choice page.

The species of the month is announced on the 1st of each month via social media and email.

Follow us on social media and subscribe to our email list & SMS messages to be notified about the species of the month and other offers and announcements.

Can I pick which species I get in my subscription box?

No, each month we introduce a new box featuring a rare or endangered species and that box is only available for a limited time via a subscription that month or until it sells out. Currently we offer previous boxes to active subscribers only via the subscription add-on section of the customer portal, but they often sell out in their initial run and may not be available again.

Can I order a subscription box from a past month?

Currently we offer previous boxes to active subscribers only via add-ons, however most of our species’ boxes sell out in their initial run and may not be available again.

Can I add items to my subscription box?

Yes, you can add individual items to your subscription order via the add-on section of the subscription portal. You can also add an additional stuffed animal subscription to receive multiple stuffed animals in a single subscription box. Note: If you are signed up for a monthly subscription box you need to sign up for a monthly add-on plush subscription, if you are on a 3-month prepaid subscription you need to sign up for a 3-month prepaid add-on plush subscription.

How do I add an item to my upcoming subscription order?

You can add individual items to your subscription order via the subscription portal - for a detailed 'how to' check out this article.

Can I order multiple subscriptions?

Yes, you can! Multiple subscriptions going to the same delivery address can be included on a single order. If you would like to send subscriptions to multiple addresses you will need to place separate orders on our website.

If you already have an active subscription with us you can also create multiple shipping addresses via the subscription portal and purchase additional subscriptions from there. If you have any questions you can reach out to the customer service team for assistance!

What is an add-on?

An add-on is an additional item available to be purchased when you have an existing active subscription with us. Currently you can have add-on item orders shipped to you immediately or included with your next upcoming shipment. Add-on orders cannot be shipped with orders that have already been processed.

What is the difference between the box types?

We currently offer three subscription box types: Conservationist for ages 9-12, Zoologist for ages 6-8 and Zookeeper for ages 3-5. The biggest difference between the subscription levels is the difficulty level of the learning materials, books and activities.

What comes in each subscription box?

Each of our subscription boxes comes with a fantastically huggable full sized stuffed animal of the featured species of the month! In addition to the stuffed animals each level of box receives the following items:

Zookeeper* - A paperback pre-reader animal of the month themed book, a craft instruction page and craft supplies, themed recipe card, a fun coloring page or activity, conservation information, crayons and a surprise item in every box!

Zoologist* - A paperback level 1 or level 2 reader animal of the month themed book, two-sided informative animal fact sheet, a craft instruction page and craft supplies, informative coloring page, themed recipe card, conservation information, animal writing report form, bookmark, pencil and a surprise item in every box!

Conservationist* - A large full color animal of the month themed workbook, two-sided informative animal fact sheet, a craft instruction page and craft supplies, informative coloring page, themed recipe card, conservation information, animal writing report form, bookmark, pencil and a surprise item in every box!

*Updated 9/2023 - please note that past subscription box contents may differ

Manage My Account / Manage My Subscription

Do I need to create an account?

No, you do not need to create an account to place an order or manage your subscriptions. We do recommend creating an account with us, so you also have access to your detailed order history and our rewards & referral program!

If you have placed an order but cannot log in or your email is not recognized please reach out to our customer support team and we will be able to assist you!

Why does it say I don’t have an account with you if I have placed an order/have a subscription?

When you place an order with us an account is not automatically created for you - please reach out to customer service via chat or email support@edzoocation.com with the email address used to place your order to have an account activation link sent to you.

How can I access my subscriptions?

You do not need an account to manage your subscription, from this link: https://edzoocation.com/tools/recurring/get-subscription-access enter the email address associated with your subscription to have a login code sent to you - If you have any issues please contact customer service and we will be happy to help.

I don't want my prepaid subscription to renew - how can I stop the automatic renewal?

All edZOOcation subscriptions automatically renew for convenience, peace of mind and uninterrupted service. However, customer support can disable the automatic renewal of your subscription after your initial order has been placed by request.

How can I pause my subscription?

You can pause your subscription at anytime via the subscription portal. For a detailed 'how to' check out this article.

How can I cancel my subscription?

You can cancel your monthly subscription at any time via the subscription portal.

If you would like assistance canceling your subscription, or to confirm that your subscription has been canceled please reach out to our customer support team via chat, phone or email!

For a detailed walk through on how to cancel your subscription check out this article.

*Please note that canceling a pre-paid subscription will not automatically cancel existing pre-paid orders. If you would like to cancel your existing pre-paid orders please reach out to support.

*Please note that canceling a prepaid subscription will also disable your portal access to modify your subscription address, box shipment date and view add-ons. However, customer service is able to cancel the automatic renewal of prepaid subscriptions without disabling your portal access. If you would like to cancel the automatic renewal of your subscription please reach out to customer support.

Can I edit my billing information?

Yes, you can edit your billing information any time via the customer account page, subscription billing can also be managed without creating an account via the subscription portal. You can also reach out to customer service to have your information updated for you.

Can I edit my shipping address?

Yes, you can edit your shipping address at any time. However, orders that have already been processed will go to the address provided when the order was placed. If your order is still being processed you can reach out to customer service and we will try to intercept the order before it is shipped and update your address.

How can I modify my subscription shipping address?

You can update your shipping address or add a new shipping address to your subscription account via the subscription portal. For a detailed guide check out this article.

Can I ship an item to a different address if it's a gift?

Absolutely, you can edit your shipping address at any time. However, orders that have already been processed and shipped will go to the address provided when the order was placed. If your order is still being processed you can reach out to customer service and we will try to intercept the order before it is shipped and update your address.

What are your terms of service?

You can find our terms of service here: https://edzoocation.com/policies/terms-of-service

What is your privacy policy?

You can find our privacy policy here: https://edzoocation.com/policies/privacy-policy

Where can I find my past orders?

You can view your detailed order history by signing into your account: https://edzoocation.com/account

You can also view a simplified order history via your subscription portal: https://edzoocation.com/tools/recurring/get-subscription-access

Ordering from edZOOcation™

Why is my order confirmation image different from the box I received?

The main product images on our site are updated on the 1st of every month to reflect the new animal of the month and that image is tied to our order confirmations.

If you have multiple subscription orders process in the same month they will all be for that month's species. If you skip a month you will skip that month's species.

Can I include a gift note with my purchase?

We do not have the option to add a gift note upon checkout at this time (we are actively working to add this feature soon, so stay tuned!)

If you would like to include a gift note with your order please contact us at support@edzoocation.com with your order number and the message you would like to have included.

Note: Packing slips do not have any receipt or purchase information.

What is your order cancelation policy?

Most orders can be cancelled within 48 hours of being processed. To cancel an order please reach out to customer support with the order number as well as the reason for the cancelation request. If a refund is due it will be applied to the payment method used at the time of purchase.

Orders beyond 48 hours cannot be cancelled once they have begun processing at our fulfillment center - however if you would like to return the order once it is received we can provide you with a return label. Please reach out to customer support for assistance.

Can I reuse a discount code if I return an item?

Discount codes are valid for one time use per order. Our Customer Service team is unable to apply historical promo codes for replacement orders or exchanges.

How do I purchase a gift card?

edZOOcation gift cards are available in denominations of $10 and can be purchased here: https://edzoocation.com/products/edzoocation-gift-card

How do I redeem a gift card?

After purchasing a gift card, you will receive an email with a promotional code for the value of the card. To redeem, use the gift card's promotional code at checkout. If you have a gift card balance you would like to have applied to your subscription account please reach out to customer service.

What if my promo/discount code is expired?

Promo codes/ discount codes are not valid after the expiration date. Our Customer Service team is unable to apply historical promo codes for replacement orders or exchanges.

Why is my discount code not working?

There are a few reasons why your discount code may not work at checkout:

Make sure you enter the code in the cart page and not from the checkout page. Some promo codes will only work from the cart screen. https://edzoocation.com/cart
Multiple discount codes can't be combined.
Your discount code may have expired.
Discount codes can't be applied to gift cards.
To have a discount code apply with free shipping, your purchase must be $40 or more after the discount has been applied and before taxes.
Free standard shipping (for orders of $40 or more) is for USPS Economy Shipping ONLY. Free shipping does not qualify for any other shipping methods or international orders.

For returns or exchanges: Promo codes are ONLY valid for one time use per order. Our Customer Service team is unable to apply historical promo codes for replacement orders or exchanges.

If your discount code still does not apply, contact us at support@edzoocation.com with your discount code and a screenshot of your cart at checkout if possible.

Product Questions

How do I create a rewards account?

To create a rewards account you need to have an existing edZOOcation customer account. To learn more about creating an edZOOcation customer account check out this article or click on "Join Now" to create your account. If you think you should have an account but cannot log in please reach out to customer service and we would be happy to assist you!

Do you offer wholesale/bulk orders?

Yes, please visit https://wildlifetree.faire.com to place a wholesale order with us.

How can I get answers to my questions about specific products?

Go to our contact page and send us an email today or reach out to support via the chat button at the bottom right of your screen.

https://edzoocation.com/pages/contact-us

How should I wash my plush?

Most plush can be cleaned with a gentle surface washing. Use a soft cloth dampened with water to gently wipe the surface.

If you choose to use a gentle detergent as a cleaner, be sure to spot test in an inconspicuous area first. Wipe the animal with a water dampened cloth afterwards to remove any residue. Use a stiff brush with wide plastic bristles to brush the hair out. Be sure to fluff the stuffed animal's fur diligently. Alternate between wiping and brushing and work the fur in all directions.

I have an issue with my order. How can I get help?

Go to our contact page and send us an email today or reach out to support via the chat button at the bottom right of your screen.

https://edzoocation.com/pages/contact-us

What conservation groups do you donate to?

We support zoos, conservation, and animal education organizations all over the world who actively fight to save species and conserve wildlife.

Check out the links to our different Conservation Partners at the bottom of our homepage for information on their amazing contributions to species across the globe.

Return Policy

How do I return an item?

To return your product, you should mail your product to: Wildlife Tree, 3541 Old Conejo Road, Suite 105, Newbury Park, CA 91320. Contact us in advance to get a return label for easy shipping.

For more information, please see our full refund policy:

https://edzoocation.com/policies/refund-policy

What is your return policy?

Our policy lasts 30 days from receipt of the item(s).

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

For more information, visit our refund policy page here:

https://edzoocation.com/policies/refund-policy

What items are eligible for return?

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

For more information, visit our refund policy page here: https://edzoocation.com/policies/refund-policy

When will I get my refund?

Most refunds are issued after your return has been received and inspected. If approved, the refund will be automatically applied to your credit card or original form of payment. Refunds typically take 2-3 days to show on your statement depending on your bank’s policies. https://edzoocation.com/policies/refund-policy

Where can I find a return label?

Please contact customer support via chat or by emailing support@edzoocation.com to get a return label emailed to you.

https://edzoocation.com/policies/refund-policy

Shipping & Delivery

Can I get my order faster?

edZOOcation does not offer expedited shipping for our subscription orders currently - if you need your order by a specific date please contact customer support.

Do you ship internationally?

edZOOcation does not offer international shipping for our subscription orders currently.

How do I track my order?

You can log in to your account and view your order history.

When your order is placed you will receive a confirmation email - that email has a link to your order status page which will update with tracking information as soon as it is available.

How much does shipping cost?

Subscription boxes and add-on orders ship FREE anywhere in the US!

(please note that orders placed using the first box free promotion will have a one-time shipping and handling fee of $12.95)

What is your shipping policy?

You can find our shipping policy here: https://edzoocation.com/policies/shipping-policy

When will I receive my order?

Your subscription box is packed with care and our processing time before the order ships is typically 5-7 days, excluding weekends. During times of high order volume such as the beginning of the month or the holiday season processing time may be 7-10 business days. Most boxes are shipped via USPS or UPS sure post and shipping transit time is typically 3-5 days.

When will my order ship / How long is the processing time?

Where do you ship from?

Most shipments come from our headquarters in Ventura County, California. We may on occasion offer a split ship from multiple locations based on an item’s availability.

Why hasn't my tracking information been updated?

Once your order has been shipped you should receive a system generated email with a tracking number. Most tracking numbers will update within 24-48 hours of being picked up by the carrier.

You can also check your order confirmation email for a link to your order status page to find your tracking number. If you have any issues or concerns please reach out to customer service for assistance.