Refund policy
Returns
Our Online return policy differs from our in store policy. The Online return policy is within 30 days, all returns subject to a $8 restocking fee. If 30 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it (like new). It also must be in the original packaging. Sale items or special order products cannot be returned.
Several types of goods are exempt from being returned. Items include Frozen Raw Pet Food, Kennels, Bedding, Chew Toys, Training Pants, Muzzles and Grooming Supplies.
Email us at info@critterspet.com to initiate your return process and receive a return authorization number. Returns cannot be done in store without a return authorization number. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@critterspet.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@critterspet.com to initiate your return process and receive a return authorization number.
Shipping
To return your product, you should mail your product to: 112-110 Ruth Street East, Saskatoon SK S7J0K6, Canada
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund and paid shipping for your initial order, the cost of shipping will not be refunded.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Any refused deliveries that are returned to us will have the shipping cost deducted from any refund if applicable.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.