Refund & Returns Policy

This Refund & Returns Policy works alongside our Terms of Service, Privacy Policy, and Cookie Policy. It applies to all orders placed through ZOOGABOOG!.

1. Eligibility window

• Got a physical order (shirts, signs, print)? Tell us within 7 days of delivery.
• Ordered something that has not started yet? Your order page in the dashboard has a Cancel button while the job has not started. Cancel there and a refund request opens for a person to approve, usually the same day, for the full amount. If the button is gone, the job already went to press: call us and we will see what can still be done.
• On a monthly plan? You are not refunding an order, you are canceling a plan: cancel from your dashboard or email support@zoogaboog.com. The plan runs to the end of the month you already paid for, then stops. We do not split a month and refund part of it. The plan terms on that product's page also apply.
• Would rather not lose the plan entirely? Ask us to pause it instead of canceling. The charges stop, the plan waits for you, and you resume when you are ready.
• After 7 days we consider the order closed. If something is genuinely wrong and you are on day nine, call us anyway. We are not going to hide behind a calendar.

2. Custom & personalized orders

Most of what ZOOGABOOG! delivers is made just for you: websites, design work, branded apparel, signage, and printed materials. Because of that:

• Once production starts, refunds are for work that is defective, damaged, or incorrect because of something we got wrong. Before production starts, cancel and get your money back in full, no argument.
• "Change of mind" or preference-based requests are not eligible for refund once work has started or production has begun.

3. Digital and service-based products

Digital work (website builds, design files, hosting) is non-refundable once delivered or activated, unless we failed to deliver what we agreed to. SEO and Ads Management run three months first, because that is how long results take, so those three months are not refundable partway through. Everything else on a monthly plan is month to month: cancel any time inside your account and you owe nothing more. The one exception is the Free Rebuild promotion, whose 12-month Care Plan minimum and $500 buyout are set out in our Terms of Service.

4. LiveDesign sessions

• Cancel a paid session more than 24 hours before it starts, right from your dashboard, and a refund request opens automatically for the full amount. A person approves it, usually the same day.
• Inside 24 hours, call us. We will usually move the session rather than let you lose it.
• A no-show on a paid session is not refundable, because the designer's time was already blocked off for you. Call us anyway and we will usually reschedule once.
• A free briefing has nothing to refund, so cancel or rebook it whenever you need to.
• A session that actually happened is not refundable, unless we did not deliver what we agreed to. If that is how it went, tell us.

5. Builds paid in stages

Website builds, and any larger build, are paid in three stages: 40% to start, 40% at review, and 20% at the end (for a website, when it launches; for anything else, at final approval). If you decide to stop partway through, you are refunded for any stage that has not been started. Work you already approved is not refundable, because it is done. We will show you exactly where that line falls before anything is charged or refunded, so there are no surprises in either direction.

6. Do we need the item back?

• Most of the time, no. Custom printed work cannot be resold, so shipping it back to us helps nobody.
• For a defect, send us photos and the order details and we get a correct one to you. Photos from your phone are fine, just attach them to a message in your dashboard, up to 20MB each.
• If we do ask for the item back, it needs to be in its original condition and packaging, and we cover the shipping.

7. How to request a refund or return

1. Message us from your dashboard, or email support@zoogaboog.com.
2. Include your order number, a description of the issue, and supporting documentation (photos or screenshots).
3. We get back to you within 3 to 5 business days, and usually much faster than that. If it is urgent, call us instead of waiting.

8. Resolution options

If your request is approved, we'll offer one of the following:

• Refund, sent back to the card you paid with. We send it the day we approve it. Your bank usually posts it within 7 to 10 business days, and that part is on their clock, not ours.
• Replacement or redelivery, a corrected version of your order at no additional cost.
• Partial refund, when part of the order was right and part of it was not. If 200 of your 500 flyers came out wrong, we fix or refund the 200. You should not have to eat the part that was fine, and you should not have to pay for the part that wasn't.

9. Shipping costs

• If ZOOGABOOG! is at fault (defective, damaged, or incorrect items), we cover all return shipping or remake costs.
• If the issue is due to customer error (incorrect files, sizes, or details submitted), the order is not eligible for refund or replacement, though we may still offer a discounted reprint.

10. Please call us before you call your bank

If you are unhappy, we would much rather hear it from you. Here is the practical reason: when a card dispute opens, the money leaves us immediately, our system flags your order and puts it on hold, and a person moves to stop the job. If it is already on the press we may not be able to stop it, and you may end up with neither the product nor a quick refund. So call us first. If we owe you a refund, you will have it.

11. Final discretion

Somebody has to make the last call, and on refunds that somebody is us. But we are small business owners too, and we know exactly what it feels like to get stonewalled by a company that made a mistake. Call us. A real person answers.

12. Questions or claims

Need help with a return, refund, or order issue? We're here.

Get it done right. The first time.

When we miss, we fix it. That's the deal.