Cancellation & Refund Policy

Effective Date: 12/01/2024

At Critter Wags, we strive to provide you with high-quality pet supplies and exceptional customer service. This Cancellation & Refund Policy outlines the terms and conditions regarding order cancellations, returns, and refunds. By making a purchase on our website, https://critterwags.com/, you agree to the terms outlined in this policy.

1. Order Cancellation

1.1. Cancellation Before Shipment

If you wish to cancel your order, please contact us as soon as possible at info@critterwags.com. If your order has not yet been processed or shipped, we will cancel it and issue a full refund.

1.2. Cancellation After Shipment

If your order has already been shipped, we are unable to cancel it. However, you may return the item in accordance with our Return Policy outlined below.

2. Return Policy

2.1. Eligibility for Returns

To be eligible for a return, your item must be:

Unused and in the same condition that you received it
In the original packaging
Returned within 30 days of the delivery date

2.2. Non-Returnable Items

Certain items are non-returnable, including:

Perishable goods (e.g., food, treats)
Personal care items (e.g., grooming tools)
Sale or clearance items
Gift cards

2.3. Return Process

To initiate a return, please follow these steps:

Contact us at support@critterwags.com with your order number and reason for the return.
We will provide you with a return authorization and instructions on how to send your item back to us.
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

2.4. Return Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

3. Refund Policy

3.1. Refunds for Returns

If your return is approved, we will process your refund to your original method of payment within 7-10 business days. You will be notified via email once your refund has been processed.

3.2. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please:

Check your bank account again
Contact your credit card company; it may take some time before your refund is officially posted
Contact your bank; there is often some processing time before a refund is posted

If you have done all of this and still have not received your refund, please contact us at support@critterwags.com.

3.3. Refunds for Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded.

4. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at support@critterwags.com with your order number and photos of the damaged or defective item. We will arrange for a replacement or refund at no additional cost to you.

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at info@critterwags.com for instructions.