Shipping and Returns Policy

Shipping and Return Policy

Effective Date: October 09, 2024

At Critter Buys, we aim to make your shopping experience smooth and hassle-free. Please review our detailed Shipping and Return (Replacement) Policies below, so you understand our processes for delivering and replacing pet products. If you have any further questions, feel free to reach out to us at support@critterbuys.com or via our Contact Us page.

1. Shipping Policy

a. Order Processing

All orders are processed within 1-2 business days after receiving the order confirmation. You will receive an email notification once your order has been shipped, along with a tracking number.
Orders placed on weekends or public holidays will be processed the next business day.

b. Shipping Times

Delivery times may vary based on your location and the selected shipping method. Estimated delivery timelines will be provided at checkout.
Estimated Shipping Times:
- Standard Shipping (Domestic): 3-7 business days
- Expedited Shipping: 1-3 business days
Delivery times are estimates and are not guaranteed. External factors, such as weather, carrier delays, or public holidays, may impact delivery timelines.

c. Shipping Rates

Shipping costs are calculated based on the size, weight, and destination of your order. Exact shipping costs will be displayed at checkout before completing your purchase.
Free shipping may be offered for orders exceeding a certain amount, depending on active promotions.

d. International Shipping

At this time, Critter Buys only ships within [Country Name/Region] and does not offer international shipping. Please check back for updates or contact us for specific inquiries.

e. Shipment Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number. You can track your order using the link provided in the email or by visiting the courier’s website.

f. Shipping Issues

If your package is delayed or lost during shipping, please contact the shipping carrier directly with the provided tracking number. While Critter Buys is not responsible for shipping delays or lost packages, we will assist you in resolving any issues with the carrier.
If your order is returned to us due to incorrect shipping information, we will contact you for the correct address and reship your order. Additional shipping charges may apply.

2. Replacement and Return Policy

At Critter Buys, we prioritize customer satisfaction and ensure that you receive high-quality pet products. Please note that we do not support returns at this time but offer replacement options under certain conditions.

a. Eligibility for Replacement

Products are eligible for replacement if they arrive damaged, defective, or incorrect due to an error on our part.
To initiate a replacement request, you must contact us within 10 days of the delivery date. After this period, we may not be able to process your request.
Perishable products (e.g., pet food) and hygiene-related items (e.g., grooming products) are not eligible for replacement unless they arrive damaged or defective.

b. Initiating a Replacement

To request a replacement, please contact our support team at support@critterbuys.com or visit our Contact Us page.
Provide your order number, a detailed description of the issue, and photos of the damaged, defective, or incorrect item.
Our team will review your request and provide further instructions, including whether a replacement will be sent.

c. Replacement Process

Once your replacement request is approved, we will process and ship the replacement item at no additional cost to you.
You will receive an email notification with tracking information once your replacement has been shipped.

d. Non-Returnable Items

We do not accept returns for any products. The following items are non-returnable, non-refundable, and non-replaceable unless they arrive damaged or defective:

Opened or used pet food and treats.
Personalized items.
Final sale or clearance items.
Hygiene or grooming products that have been used or opened.

e. Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately within 10 days of the delivery date. We will review your claim and, if eligible, send you a replacement at no additional cost. Please retain all original packaging for verification purposes.

f. Replacement Timeframe

Once your replacement request is approved, please allow 3-5 business days for processing and an additional 3-7 business days for the replacement to arrive, depending on your location and shipping method.

g. Exceptions and Exclusions

We do not offer replacements for products that have been used, misused, or altered by the customer.
Replacement requests due to buyer’s remorse (e.g., changing your mind or ordering the wrong size/color) are not accepted.

3. Cancellations

Orders can only be canceled before they have been processed and shipped. Once an order has been shipped, we are unable to cancel it. Please contact our customer support team as soon as possible if you wish to cancel an order.