FAQ

Frequently Asked Questions

Answers to what we get asked most about shipping, products, and orders.

Shipping

Where do you ship?
We currently ship within the United States.

How long does shipping take?
Orders are processed within 1 week. Once shipped, delivery typically takes 1–2 weeks. You'll get a tracking link by email as soon as your order ships.

Do you offer free shipping?
Yes — every order ships free across the US, with no minimum purchase required.

Do you ship internationally?
Not at this time — we currently ship within the United States only. Sign up for our emails to be the first to know if that changes.

How do I track my order?
Once your order ships, you'll receive a confirmation email with your tracking number and a link to follow its progress at 17track.net.

What if my package is lost or hasn't arrived?
If your order hasn't shown up within the estimated delivery window, email us at support@critterjoy.us or call +1 (661) 683-0112 and we'll look into it.

Products

Are your products vet-approved?
We carefully select every item in our catalog for quality and everyday safety, but we're not a veterinary provider. For anything related to your pet's health or diet, please check with your vet.

Do you carry products for reptiles, birds, and fish, or just dogs and cats?
All of the above. CritterJoy covers dogs, cats, reptiles, birds, and fish — so however many kinds of critters you're caring for, we've got you covered in one place.

A product I want is out of stock — will it come back?
Most of the time, yes. If something you want is sold out, check back soon or reach out and we'll let you know if a restock is expected.

Orders & Returns

Can I change or cancel my order after placing it?
You can request a cancellation within 24 hours of placing your order, as long as it hasn't shipped yet. Email us as soon as possible and we'll do what we can.

My order arrived damaged.
Contact us within 30 days of delivery with a photo of the issue, and we'll send a free replacement or issue a full refund — your choice, and at no extra cost to you. No restocking fee applies in these cases, and you won't need to return the damaged item unless we specifically ask.

Do you accept returns?
Yes. We accept returns within 30 days of delivery, subject to a 30% restocking fee (for example, a $50 order refunds $35). The item must be unused and in its original packaging. Return shipping is covered by the customer, except when the item arrived damaged, defective, or incorrect — see our Refund Policy for the full details.

What payment methods do you accept?
All major credit and debit cards, along with any other payment options available at checkout.