FAQ’s
Questions for your little companions? We’re here to support you.Shopping FAQs
Which shipping options are available for my order?
We provide free worldwide standard shipping for all orders. After dispatch, deliveries to the USA take 7–12 business days, while shipments to all other regions take 7–15 business days. Delivery times are estimated and may be affected by customs, weather or courier disruptions. We cannot guarantee delivery on weekends or public holidays.
What are your shipping terms and return guidelines?
You can view our full Shipping Policy and Refund Policy on dedicated pages of our store. In short, we offer free global shipping, and eligible returns can be processed within 30 days after you receive your parcel. EU buyers have a statutory 14-day cooling-off period.
Do you deliver to countries outside the US?
Yes, we ship internationally to nearly all regions worldwide. Free standard shipping applies to every order regardless of destination. You are responsible for any local customs duties, taxes and import fees incurred.
Payment Information
What payment options do you accept at checkout?
We accept Visa, Mastercard, American Express, Diners Club, Discover, Maestro and UnionPay. Digital payment methods including Apple Pay, Google Pay, Shop Pay, Shop Pay Installments, Klarna and PayPal are also supported.
Can I use international credit cards to complete purchases?
Yes, international credit cards issued worldwide are accepted for checkout.
Do you charge sales tax on any item?
Sales tax, customs duties and import taxes are determined by the regulations of your local region. You will be responsible for any relevant fees charged by local authorities.
Shipping & Returns
How do I start the return process for my order?
Please email us at info@critterthrive.com to submit a return request within 30 days after receiving your parcel. EU customers enjoy a 14-day cooling-off period. Goods must remain unused with original packaging intact. We will send a prepaid return label once your request gets approved.
How long does it take for me to get a refund?
After we receive and inspect returned goods, approved refunds will be issued to your original payment method within 10 business days. Your bank or card provider may require extra processing time. Reach out if you receive no refund within 15 business days after approval.
Am I able to modify or cancel an existing order?
Address adjustments or order cancellations are only available within the first 2 hours after checkout. Send an email to info@critterthrive.com right away if you need changes. All orders will begin processing within 1–3 business days once payment is confirmed.