Looking for a family-friendly holiday break activity? Visit The Marine Mammal Center's hospital and visitor center in Sausalito, California! Tickets are free but must be reserved online in advance. For important health and safety policies and to reserve your tickets, see MarineMammalCenter.org/visit. Please note that we are CLOSED on Thanksgiving, Christmas, and New Year's Day.

Frequently Asked Questions

Have a question about something other than our online store? Visit MarineMammalCenter.org, our general FAQ page or our Contact Page

Are you open for in-store shopping?

The Marine Mammal Center's hospital and visitor center in Sausalito, California is open to the public Friday to Monday, 10am-4pm! Advance online reservations are required to visit the Center and gift store. For important health and safety policies and to reserve your tickets, see MarineMammalCenter.org/visit.

We do not offer in-store pickups, returns or exchanges of online orders. We apologize for any inconvenience. 

What is your process for shipping orders? When will my order arrive?

When we receive your order, our staff and volunteers hand-package your items using mainly secondhand shipping supplies—don't be surprised if your order arrives in a repurposed box or envelope!

Once your items are packaged, we seal the package with paper-based packing tape and affix a shipping label made from recycled paper. Then we drop your package off in the mail. We ship through USPS First-Class and Priority Mail.

Orders are processed within 1-2 business days following order placement. For orders shipped within the United States, please plan for an additional 4-6 days for delivery. For orders shipped internationally, shipping times vary, usually between 2-4 weeks.

Last minute gift? Each order comes with a digital gift IOU that you can give to your loved ones while they await their special presents. Download from your purchase confirmation email, or access it here.

Can you express ship my order?

At this time, we are not offering express shipping.

Eco-Tip: The slowest shipping options are often the most environmentally friendly! Giving carriers a longer timeframe to complete deliveries means they can fill vehicles to capacity, which translates to fewer emissions per package delivered.

How do I track my order? What if my order does not arrive within the expected timeframe?

On most orders, you can view tracking information through your shipment confirmation email, usually within 1-2 business days after your purchase.

If you purchased Adopt-a-Seal certificates, calendars or other letter-sized items, these are mailed as USPS "flats" and are not eligible for tracking. Although your confirmation page may only say "We’ve accepted your order, and we’re getting it ready," rest assured that your order is actually on its way. 

If you believe your package has gone missing, please reach out to our team. As a nonprofit organization, we are generally unable to replace stolen or misplaced packages; however, we will do our best to assist.

Please note that delivery delays may occur occasionally due to impacts outside the Center's control, such as high mail volume or inclement weather.

How do I ship a gift directly to the recipient's address? Can I include a note?

To ship directly to the recipient, follow these simple steps at checkout:

  1. Enter the recipient's name and address in the shipping section. 
  2. Enter your email (required) and phone number (optional). This is how we will contact you if there is an issue with your order.
  3. Proceed to payment. Under Billing Address, select "Use a different billing address" and enter your name and address. 

On orders where the recipient name differs from the purchaser name, we will remove price stickers and include a notecard that indicates whom the gift is from.

There isn't much extra space on this notecard, but if your note is very short (e.g., Happy Birthday!), simply email us after placing your order to make your request.  

Do you ship internationally?

Yes! Please note that international shipping costs tend to be significantly higher than domestic shipping costs, and shipping takes 2-4 weeks.

Certain items cannot be shipped internationally due to their irregular shape, size or weight. If you are unable to complete the checkout process online, please reach out to our team.

How are shipping rates calculated?

Shipping rates are calculated based on the estimated weight of your package and its destination, with some exceptions. 

We ship via the United States Postal Service.

What payment types to you accept?

We accept all major credit cards, as well as Google Pay and Apple Pay.

Currently, we do NOT accept PayPal and bank transfers.

My credit card is being declined at checkout. What do I do?

Our payment system is compatible with the vast majority of credit cards, so your best option is to try a different card. If this is not possible, please reach out to our team for assistance. You may see a hold or pending charge appear on your credit card account even though the transaction was declined. This charge should be waived automatically within a few business days.

How do I make a return or exchange?

Items may be returned or exchanged within 30 days of receiving your order, as long as they have not been washed, worn or otherwise used. For health and safety reasons, face masks and personal care products such as sunscreen cannot be returned or exchanged. Digital items such as gift cards and Adopt-a-Seal digital downloads are also non-returnable.

All exchanges are final. No additional exchanges may be made. 

To request a return or exchange, please contact us at sales@tmmc.org. Please provide the following, and we will respond with further instructions. 

  • Your name
  • Order number or purchaser name
  • Reason for return or exchange

Please note that unless we made a mistake on your order, you are responsible for the cost of mailing items back to us. 

All returns of online orders must be mailed. We do not offer drop-in returns and exchanges. 

IMPORTANT NOTE: Unless we made a mistake on your order, orders $300 and up are eligible for a partial (97%) refund only. This is because our payment processor does not return credit card processing fees to us. Full refunds on large orders would force us to cover the processing fee using valuable dollars intended for our patients.

Can't find what you are looking for?

Contact us at sales@tmmc.org or (415) 289-7355. Please note that we are a very small team and may not be able to answer your email or call immediately.