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 standard shipping for all orders to our supported countries. After dispatch, deliveries to the USA take 7‑12 business days, while shipments to all other regions take 7‑15 business days.
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 standard shipping for our supported countries, and all customers enjoy a 30-day return window. For EU customers, this policy fully incorporates and extends beyond the statutory 14-day cooling-off period.
Which countries do you ship to?
We offer shipping to the United States, United Kingdom, Canada, Australia, Germany, France, Italy, Spain, Portugal, Japan and South Korea. Free standard shipping is available for orders shipped to these eligible destinations.
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 and PayPal are also supported.Available payment methods are shown at checkout and may vary by country, currency and eligibility.
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?
No additional sales tax, customs duties or import fees will be charged upon delivery. All applicable taxes and duties are already included within our listed product prices.
Shipping & Returns
How do I start the return process for my order?
Please email us at info@critterthrive.com to submit a return request.Customers in all supported shipping countries may request a return within 30 days of receiving their order. This policy does not limit mandatory consumer rights. Returned items must be unused and kept in original intact packaging. We will provide you with a prepaid return shipping label after your return application is 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?
Order cancellation and address modification requests are accepted only within 12 hours after completing checkout. Please email us promptly at info@critterthrive.com if you need to cancel or adjust your order details. All orders will be processed and prepared for shipment within 1–3 business days after payment verification. Once this 12-hour window has passed and processing has commenced, orders can no longer be cancelled or altered.