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, except Thanksgiving, Christmas Day and New Year's Day. For important health and safety policies and to reserve your tickets, see MarineMammalCenter.org/visit.

We do not offer curbside pickup. We apologize for any inconvenience. 

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

Items are packaged in 100% recycled poly mailers or recycled boxes.

Items are shipped via USPS Ground Advantage or First Class Mail.

Orders are processed 2-3 weekdays following order placement. Please plan for an additional 4-6 USPS business days for delivery. 

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

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 do not offer express shipping. Due to our remote location, mail pickups may not happen in time to meet express timelines.

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 2-3 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 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 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 tags 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.  

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. 

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.