Shipping policy

We are committed to providing a clear, transparent, and reliable shipping experience for all customers. Please review our policy below:

1. Shipping Regions

We currently ship to the United States, United Kingdom, Canada, Australia, Germany, France, Italy, Spain, Portugal, Japan and South Korea.

2. Order Processing Time

All orders are processed within 1–3 business days after payment is confirmed.

If there are any delays due to payment verification or stock availability, we will notify you promptly by email.

3. Shipping Methods & Delivery Timeframes

United States: Estimated delivery time is 7–12 business days after the order is shipped.

All other supported countries: Estimated delivery time is 7–15 business days after the order is shipped.

Please note that delivery times are estimates only. Actual delivery may vary due to customs clearance, weather, or carrier delays.

Weekend and holiday deliveries are not guaranteed.

4. Shipping Costs

We offer free standard international shipping on all orders. No additional shipping fees will be charged at checkout.

5. Order Tracking

A tracking number will be sent to your email within 24 hours after your order has been shipped.

You can track your order using the provided link or directly on the carrier's official website (e.g., USPS, FedEx, Royal Mail, DHL).

6. Customs & Import Duties

Free shipping applies only to the supported countries listed above. Customers are responsible for any applicable customs duties, taxes, or import fees charged by their local authorities.

All items are declared at their actual value.

7. Shipping Address

Please ensure that your shipping address is complete and accurate when placing an order.

You may request shipping address adjustments or full order cancellation only within 12 hours after completing checkout. Requests submitted after this 12‑hour window cannot be accepted once order processing has commenced.

To submit your change or cancellation request, please email us promptly at:

Email: info@critterthrive.com

8. Lost or Damaged Packages

Lost Packages: If tracking shows no movement for 5 business days or more, please contact us with your order number and tracking details. We will investigate and arrange a reshipment or refund if necessary.

Damaged Packages: If your item arrives damaged, kindly notify us within 3 business days with photos and supporting documents. We will liaise with the carrier on your behalf, process the claim, and arrange reshipment or refund for you accordingly.

Contact Us

Address: 7 High Street,
Kington, HR5 3AX, United Kingdom
VERTEX GLOBAL SUPPLIES LTD
Company Registration Number: 17317318

Phone Number: +44 7756644749

Email: info@critterthrive.com