Refund policy

Refund Policy

Last updated: July 1, 2026

Returns

We accept returns within 30 days of delivery. To qualify, the item must be unused, unworn, and in its original packaging with tags attached, and you'll need your receipt or proof of purchase.

To start a return, contact us at support@critterjoy.us with your order number. Once approved, ship the item back to us at your own cost to:

CritterJoy
28626 Cedar Canyon Court
Saugus, CA 91390, United States

Items sent back to us without an approved return request first will not be accepted.

Restocking Fee

Approved returns are subject to a 30% restocking fee, deducted from your refund. For example, on a $50 order, you would receive $35 back. This fee does not apply to items that arrive damaged, defective, or incorrect (see below).

Damages, Defects, and Incorrect Items

If your item arrives damaged, defective, or isn't what you ordered, the restocking fee does not apply. Contact us within 30 days of delivery at support@critterjoy.us with a photo of the issue, and we'll send a free replacement or issue a full refund — your choice, at no cost to you. In these cases, you are not required to return the item unless we specifically request it, and if we do, we'll cover the return shipping cost.

Non-Returnable Items

Perishables, custom or personalized orders, personal care items, hazardous materials, flammable liquids, gases, sale items, and gift cards are not eligible for return under any circumstance.

European Union 14-Day Cooling-Off Period

If your order was shipped into the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason, without justification, and without a restocking fee. To exercise this right, contact us at support@critterjoy.us within 14 days of delivery. The item must be returned unused, unworn, and in its original packaging, and return shipping is your responsibility unless the item is damaged, defective, or incorrect.

Refunds

Once we receive and inspect your returned item, we'll notify you whether your refund has been approved. Approved refunds (minus any applicable restocking fee) are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post it. Haven't seen it after 15 business days? Contact us at support@critterjoy.us.

Exchanges

Need something different? The fastest way is to return your original item, and once that return is approved, place a new order for the item you'd like instead.

Contact Information

Trade Name: CritterJoy
Email: support@critterjoy.us
Phone Number: +1 (661) 683-0112
Address: 28626 Cedar Canyon Court, Saugus, CA, 91390, United States.
Contact Form: Contact Us
Response Time: Within 1–2 business days