ZOOZO Support
How can we help?
Delivery times, refunds, instrument care and ZOOZO+ — each answer lives in one place. Still stuck? Chat with us on WhatsApp.
Refund Policy
We want every ZOOZO family to be completely happy. If something is not right, our 30-day refund guarantee makes it right at no cost to you.
30-Day Window
Request a refund within 30 days of delivery. Items must be in their original condition with all packaging and accessories included.
Eligible Reasons
- Damaged or defective on arrival
- Incorrect item shipped
- Significantly different from described
- Change of mind (unopened, unused)
Non-Refundable Items
- Downloaded or digital tutorial content
- Personalized storybooks (after proof approval)
- Gift cards or membership credits
- Items marked as final sale
How Refunds Work
Refund or Replacement, You Choose
Request a Refund
Message us on WhatsApp with your Order ID, item photo, and reason for return. We typically reply within 24 hours.
Free Return Pickup
We arrange a free courier pickup at your address. No need to print labels or pay shipping fees.
Refund Issued
Once received and inspected, we refund to your original payment method within 5–7 business days. Replacement ships immediately.
Membership Refunds
ZOOZO+ songs are bought one at a time and paid for once. There is no subscription to cancel and nothing renews. Because access to a song is granted immediately after payment, digital song purchases cannot be refunded; the song stays in your account permanently, on every device, including all later updates.
Contact Support
Talk to a real person
Our Jakarta care team answers on WhatsApp first — it is the fastest way to reach us for order, delivery, refund or membership questions.
+62 851-1052-5358
Typical reply within 1 hour during work hours.
support@zoozo.id
Best for invoices and detailed requests.
Support Hours
Mon – Sat, 08:00 – 18:00 WIB
Have your Order ID ready so we can help faster.