Shipping Policy
Processing & Delivery
At Cool Critters, we take pride in getting your order out quickly, accurately, and with care. Every order ships from our California fulfillment center.
Orders are typically processed within 2–3 business days (Monday–Friday, excluding holidays). You’ll receive a confirmation email with tracking as soon as your order ships. Please ensure your shipping address is accurate - Cool Critters is not responsible for delays or losses due to incorrect address info.
We currently ship to U.S. addresses only. Delivery times vary depending on your location and the shipping option selected at checkout.
Shipping Options
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Free standard shipping on all orders $100 or more
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Standard and expedited rates available at checkout
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Tracking included with every shipment
There are no hidden fees - what you see at checkout is exactly what you pay.
Delays & Delivery Issues
We aim to ship on time, but delays can occur due to weather, carrier disruptions, or peak demand. If your package is marked “delivered” but hasn’t arrived, please contact us at support@cool-critters.com within 7 days, and we’ll help resolve it.
Return & Exchange Policy
We want you (and your pet) to be happy with your Cool Critters purchase. If something’s not right, we’ll work with you to make it right. Below is our full return policy, broken down by what qualifies, what doesn’t, and how to start a return.
What Can Be Returned
We accept returns on items that are:
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Unused and in original condition
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In the original packaging
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Returned within 30 days of delivery
If you received the wrong item or your product was damaged during shipping, let us know within 7 days of delivery. We’ll send you a prepaid return label and ship a replacement once we get the damaged product back.
What Can't Be Returned
Returns won’t be accepted for:
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Used or visibly worn products
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Items returned without prior contact
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Requests made more than 30 days after delivery
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Final sale, clearance, or “non-returnable” items
We reserve the right to deny any return that doesn’t meet these guidelines.
How to Start a Return
Email support@cool-critters.com with:
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Your order number
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A brief description of the issue
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Photos (if applicable—especially for shipping damage)
We’ll get back to you with next steps. If your return is approved, and it qualifies for a free label (e.g., damaged in transit), we’ll send it to you.
Otherwise, return shipping is the customer’s responsibility.
Refunds are issued within 5–7 business days of receiving and inspecting the return. You’ll get an email once it’s processed.