Frequently Asked Questions

Where are my Shongolulus?

With their million feet, the Shongolulu isn’t the fastest animal on the planet, but it is certainly the most persistent, and it always reaches its goal. Yours are on the way. You can check your order status here: Order Status

My Shongolulus aren’t exactly what I wanted. What is Shongolulu’s return policy?

We want what you want. If you didn’t get what you wanted, send it back! We accept unused items with original tags, purchased exclusively from Shongolulu.com. Returns must be received at our San Diego location within 30 days of delivery.

Shongolulu Gift Cards and store credit cannot be returned. Additionally, any items marked Final Sale are not eligible for return.

Please allow up to 7 business days from when we receive your returned Shongolulus for your refund to be processed.

For full details, please visit our Returns page.

Can I exchange my Shongolulus for something different?

Shongolulu offers exchanges for unused items only, within 30 days of delivery. Just send back your unopened or unused Shongolulus with their original tags and we’ll be happy to replace them with something new.

How much does shipping and handling cost?

We are always trying to give you the lowest shipping and handling rates possible. As such, shipping and handling costs vary depending on our shipping carriers and promotions we may run. Please check Shongolulu.com for current shipping rates and/or any promotions we may be offering.

Shongolulu reserves the right to change its shipping policies at any time.

Can I return products I purchased from a retailer on Shongolulu.com?

We only accept returned items purchased on Shongolulu.com. If you want to return Shongolulus you purchased from a retailer, please contact that retailer directly for information on their return policy.

How do I check the balance on my Shongolulu Gift Card?

Easy! Click here to check your remaining Gift Card balance.

Gift Cards are only redeemable at Shongolulu.com. This card may not be exchanged for cash, unless required by law. Lost, stolen, or damaged cards will not be replaced. Gift Card are non-refundable.

Ordering on Shongolulu.com

What Forms of Payment does Shongolulu.com accept?

We accept Visa, MasterCard, American Express, Discover, PayPal, Shongolulu Gift Card and Shongolulu.com store credit. We do not accept checks or cash at this time. If you pay with a Shongolulu Gift Card or store credit, you can pay for any remaining balance with any other accepted form of payment.

I received an error message when trying to check out. What does this mean?

Remain calm, we’ll get through this together.
Usually when an error message appears on Shongolulu.com, it means some information was entered incorrectly. Please verify that the billing information you have entered is the same as the information that your bank has on file. If you enter billing information that varies from what your bank has on file, then your order will not go through. If you are still experiencing difficulties contact our customer service and we’ll help you through it.

How do I redeem my Shongolulu Gift Card?

Redeeming your Shongolulu Gift Card is easy!
Enter the 16-digit code (exactly as shown - including the dashes) in the field labeled "SHONGOLULU Gift Card" at Step 2 of checkout, hit "Apply" before submitting your order, and you’re done!
If redeemed properly, you will see the discount reflected in the total on the right side of your screen.

Please see our Terms of Use for more information on Shongolulu Gift Cards.

How do I know if my order was placed successfully?

You must be excited to get into your new Shongolulus! We are excited for you!
After your order is submitted, you will be directed to a confirmation page with your order number. If you've reached this page, it means we've received your order and it is being processed. You will also receive an email confirmation shortly after your order is submitted to confirm that we received it. Once your order is shipped, you will receive an email with your tracking information.

Can I cancel an order once it has been placed?

In an effort to get our shipments to our customers as quickly as possible, your order cannot be canceled or modified once it is placed. However, you may be able to return your items to us once you receive them. Please refer to our Returns page for details.

What if I lose my Shongolulu Gift Card?

Please treat your Shongolulu Gift Card like cash. Unfortunately, we are not responsible if your Gift Card is lost, stolen or eaten by a wild animal. Please see our Terms of Use for more information on Shongolulu Gift Cards, including details and restrictions.

Do Shongolulu.com Gift Cards have any restrictions?

Shongolulu Gift Cards do not expire but there are some restrictions, including:

  • You may not use coupons and other discounts or promotions to purchase Gift Cards;
  • Gift Cards cannot be used to purchase other Gift Cards;
  • Gift Cards are Final Sale and not eligible for return; and
  • Gift Cards may only be applicable to purchase certain products or services on our website, or they may exclude the purchase of certain products or services. Please see any applicable restrictions noted on your Gift Card or the applicable product(s) or promotion(s) for further details.

Please see our Terms of Use for more information on Shongolulu Gift Cards, including details and restrictions.

What if I lose my Shongolulu.com store credit?

Impossible! Shongolulu.com store credit is stored in your account, so you won't lose it! If you have Shongolulu.com store credit, it will automatically apply towards your next purchase. Store Credit does not expire and we do not charge any additional fees when you use it. 
Please see our Terms of Use for more information on Shongolulu.com store credit, including details and restrictions.

Can I transfer my Shongolulu.com store credit to someone else?

Sorry, store credit is non-transferable and is for your use only. But you CAN buy someone else a gift using your Shongolulu.com store credit and have it sent directly to them!
Please see our Terms of Use for more information on Shongolulu.com store credit, including details and restrictions.

 

Shipping Methods and Times

Does Shongolulu ship to P.O. boxes or Military APO/FPO addresses?

All domestic orders ship exclusively with UPS. Please note that UPS does not deliver to P.O. boxes. However, we do ship to Military APO/FPO addresses.

How much does shipping and handling cost?

Shipping and handling costs may vary depending upon the rates offered by our shipping carriers and promotions we may run. Please check Shongolulu.com for current shipping rates and/or any promotions we may be offering. Shongolulu reserves the right to change its shipping policies at any time.

Does Shongolulu ship internationally?

Shongolulu does not ship orders to international addresses...yet.

Production and Care Questions

My Shongolulus got dirty. How do I wash them?

We encourage you to go wild and get dirty, but when you’re ready to clean up we highly recommend hand washing your Shongolulus with a gentle detergent and letting them air dry or using a gentle setting in the washer and low heat in the dryer. Please note that fading can be expected (especially from sun exposure) and does not compromise the durability of the products.

Where are Shongolulu products manufactured?

Shongolulu products are manufactured in various countries, including Turkey, China, India, and Bangladesh. Corporate responsibility is very important to us and all of our manufacturers adhere to the highest human rights standards.

Official Shongolulu Retailers

Where can I find a retailer that carries Shongolulu?

Shongolulu are currently only sold on shongolulu.com.

General Shongolulu Questions

How was Shongolulu started?

A dream turned into a reality when a group of 5 talented people from around the world got together to try to change the world. The multinational team behind Shongolulu wanted to create superior products with a higher purpose; saving endangered species and preventing future extinction. The Shongolulu team knows that the ultimate goal can only be achieved by creating a product that is beautiful, comfortable, and durable, so that is exactly what we did.

Is Shongolulu a non-profit organization?

Shongolulu is a for-profit company with giving at its core. With our mission to get A Million Feet Marching with us, Shongolulu transforms our customers into benefactors, allowing us to grow truly sustainable giving efforts rather than depending on fundraising for support. This model has enabled us to give more to help the animals and create thousands of customer-philanthropists along the way, raising money and awareness for wildlife conservation with style.

How do my Shongolulus save wildlife?

Every Shongolulu product helps save wildlife. 10% of Shongolulu’s profits are donated to wildlife conservation efforts. That means that you are saving endangered species and protecting their habitats just by wearing Shongolulu. Doing Good, Feeling Good, Looking Good.

Who does Shongolulu donate to? 

Shongolulu gives a significant portion of profits to our partners dedicated to wildlife conservation. Today, Shongolulu has partnered with Wildlife Alliance, making a difference in the lives of millions, by protecting wildlife in Southeast Asia from poachers and habitat destruction. To learn more about the incredible work that Wildlife Alliance is doing, visit them at www.wildlifealliance.org.
If you would like to become a Shongolulu partner, contact us and let’s change the world together.

I found Shongolulu products for sale on an auction website. Are they authentic? 

Shongolulu does not sell directly on any auction website. Any items purchased from an auction site are purchased at your own risk. Auction websites do not guarantee the authenticity of the products sold on their sites. For this reason, there may be counterfeit goods available through auction sites, despite language that the item is genuine or authentic.

My Shongolulu items are defective. What should I do?

If items you purchased from Shongolulu.com are damaged or otherwise show material or manufacturing defects, please contact customer service. Please note that this warranty does not apply to regular wear and tear, wilful damage, abnormal storage, alterations, repairs, improper fit, nor improper or unreasonable use.

Contact Shongolulu warranty department at warranty@shongolulu.com with the following information:

  • Order number (in subject line)
  • A short description of issue
  • Pictures clearly displaying the issue
  • Shipping address for any repairs/replacement product (if changed from original shipping address)

If you purchased your product(s) from a retailer, please contact that retailer directly for information on their return policy.

Get Involved

How can I support the Shongolulu movement?

There are many ways to share Shongolulu’s message with your school, community, or organization. You can start by simply posting a photo online of how you wear Shongolulu using #shongolulu, #amillionfeetmarching and #preventextinction. Share our story or coordinate a Shongolulu-themed activity. Available activities include Style Your Sole, Start Something That Matters, and our awareness days. Please contact our Customer Service Team to find out more about opportunities to get involved. Follow us @shongolulu1 on Instagram and Facebook to see what else we are doing to make a difference.

Does Shongolulu have discounts for group or bulk orders?

Yes, for orders of 20+ items, please contact our Customer Service Team.
Are you a retailer that wants to carry Shongolulu in your store? For orders of 50+ items, please contact our Customer Service Team.

How do you decide which organization to partner with? 

It is a careful process, and one Shongolulu takes seriously. We go through an extensive vetting process to determine what organizations we partner with. Once approved, we get to know our partners, and our partners get to know us. Together we work to understand where Shongolulu’s support is most needed, how it will integrate into the other programs our partners are running, and the impact Shongolulu will have. Once a plan for responsible, impactful giving is established, we begin to give.

Why should I join the Shongolulu email list?

If you want to be the first to hear about great rewards, exclusive offers, exciting new activities, and official announcements, join the Shongolulu email list. It's our most direct way of communicating with you. Don’t miss a thing, join today!

How do I unsubscribe from Shongolulu emails?

In order to unsubscribe from Shongolulu emails, reply to the email with "UNSUBSCRIBE" in the subject line.