SHIPPING and Pick-up INFORMATION
Where do you ship?
We currently ship exclusively within Canada.
If you are located internationally and are interested in our collections, please contact our customer care team at info@crittersupply.ca with your order and delivery details, and we will happily explore shipping options for you.
Shipping Rates and Thresholds
Real-Time Discounted Rates
To ensure your orders arrive as swiftly and securely as possible, we ship exclusively via Canadian courier networks. Because of our high shipping volume, we hold preferred contract rates with all major Canadian carriers including UPS, GLS, ICS, and CanPar. We pass these steep corporate discounts directly to you, offering exceptionally competitive pricing on heavy essentials and multi-package orders.
To ensure your orders arrive as swiftly and securely as possible, we ship exclusively via Canadian courier networks. Because of our high shipping volume, we hold preferred contract rates with all major Canadian carriers including UPS, GLS, ICS, and CanPar. We pass these steep corporate discounts directly to you, offering exceptionally competitive pricing on heavy essentials and multi-package orders.
How Rates are Calculated
Accurate shipping rates and estimated delivery windows are calculated dynamically by our carrier network at checkout the moment you input your delivery address.
Accurate shipping rates and estimated delivery windows are calculated dynamically by our carrier network at checkout the moment you input your delivery address.
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Transit Time vs. Processing Time
Please note that the delivery windows displayed at checkout are transit estimates provided directly by the couriers and do not include our internal order processing timeframe. While your package will leave our facility swiftly, courier transit speeds are ultimately outside our control, as unexpected seasonal or logistical delays can occasionally occur.
Please note that the delivery windows displayed at checkout are transit estimates provided directly by the couriers and do not include our internal order processing timeframe. While your package will leave our facility swiftly, courier transit speeds are ultimately outside our control, as unexpected seasonal or logistical delays can occasionally occur.
Processing and Fulfillment Time
Our 24-48 Hour Standard
We understand how eagerly you await your essentials. Our dedicated fulfillment team operates 7 days a week, striving to meticulously pack and prepare all orders for dispatch within 24 to 48 hours of placement.
We understand how eagerly you await your essentials. Our dedicated fulfillment team operates 7 days a week, striving to meticulously pack and prepare all orders for dispatch within 24 to 48 hours of placement.
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Courier Pickup Schedule
While our team packages orders daily (including weekends), Canadian courier networks only provide pickup and transit logistics Monday through Friday (excluding statutory holidays). Therefore, orders fulfilled over the weekend will be securely staged at our facility and safely scanned onto the courier’s very first truck on Monday morning.
While our team packages orders daily (including weekends), Canadian courier networks only provide pickup and transit logistics Monday through Friday (excluding statutory holidays). Therefore, orders fulfilled over the weekend will be securely staged at our facility and safely scanned onto the courier’s very first truck on Monday morning.
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Tracking Dispatches
You will receive an automated dispatch notification containing a live tracking link the moment your package is labeled and ready. Because of the courier schedules, weekend tracking links will go live once the carrier executes their Monday scan.
You will receive an automated dispatch notification containing a live tracking link the moment your package is labeled and ready. Because of the courier schedules, weekend tracking links will go live once the carrier executes their Monday scan.
Local Pickup
Bypass Shipping in the GTA
For our valued clients residing in or traveling through the Greater Toronto Area, we gladly offer a convenient Local Pickup option directly at checkout. Selecting this method allows you to completely bypass all courier and shipping fees.
For our valued clients residing in or traveling through the Greater Toronto Area, we gladly offer a convenient Local Pickup option directly at checkout. Selecting this method allows you to completely bypass all courier and shipping fees.
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Meticulous Preparation & Notification
Our warehouse facility is located in Ajax, Ontario. Once your order is ready for pick up, our customer care team will contact you directly via email with your pickup confirmation and location details.
Our warehouse facility is located in Ajax, Ontario. Once your order is ready for pick up, our customer care team will contact you directly via email with your pickup confirmation and location details.
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By Appointment Only
Please note that to maintain strict facility standards, our fulfillment warehouse is not open to the general public. Therefore, order pick up is scheduled by appointment only. We kindly ask that you wait until you receive your official “Ready for Pickup” notification before traveling to our facility, as our team cannot accommodate unscheduled walk-ins.
Please note that to maintain strict facility standards, our fulfillment warehouse is not open to the general public. Therefore, order pick up is scheduled by appointment only. We kindly ask that you wait until you receive your official “Ready for Pickup” notification before traveling to our facility, as our team cannot accommodate unscheduled walk-ins.
P.O. Box Delivery
Courier Infrastructure Restrictions
Because we ship exclusively via Canadian courier networks (such as UPS, GLS, Canpar, and ICS) to guarantee the fastest and most reliable delivery speeds, we typically cannot ship to P.O. Boxes. Private carriers do not have operational access to secure Canada Post mailbox facilities.
Because we ship exclusively via Canadian courier networks (such as UPS, GLS, Canpar, and ICS) to guarantee the fastest and most reliable delivery speeds, we typically cannot ship to P.O. Boxes. Private carriers do not have operational access to secure Canada Post mailbox facilities.
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Arranging Custom Canada Post Delivery
If a P.O. Box is your absolute only viable shipping reception address, we will absolutely make every effort to accommodate your needs. We ask that you do not check out directly on the website. Instead, please contact our customer care team at info@crittersupply.ca before placing your order. We will gladly explore coordinating a custom delivery arrangement via Canada Post specifically for your order.
If a P.O. Box is your absolute only viable shipping reception address, we will absolutely make every effort to accommodate your needs. We ask that you do not check out directly on the website. Instead, please contact our customer care team at info@crittersupply.ca before placing your order. We will gladly explore coordinating a custom delivery arrangement via Canada Post specifically for your order.
RETURNS AND REFUNDS POLICY
Our Return Window & Guarantee
Our Care Guarantee
We want you and your companions to love your items. We gladly accept returns on eligible, unaltered products within 30 days of your original delivery date. To qualify for a full refund, items must be completely unopened, unused, and in their original premium manufacturer packaging.
We want you and your companions to love your items. We gladly accept returns on eligible, unaltered products within 30 days of your original delivery date. To qualify for a full refund, items must be completely unopened, unused, and in their original premium manufacturer packaging.
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Please note that original shipping fees paid at checkout are non-refundable, and customers are responsible for the return courier label costs.
Animal Biosecurity & Non-Returnable Items
Protecting Herd Health
To maintain absolute biosecurity and protect the health of all small animals, we cannot accept returns or exchanges on any opened or unsealed products.ÂFor safety reasons, the following items are strictly Final Sale:
• All pet food, hay, treats, and nutritional supplements.
• Opened or unsealed bedding and litter substrates.
• Used cages, habitats, or grooming accessories.ÂWe strictly enforce this policy to guarantee that every single item leaving our facility is 100% sterile, brand new, and completely safe for your pets.
How to Initiate a Return
The Return Process
Initiating a return is simple and high-touch. Please follow these three steps:
Initiating a return is simple and high-touch. Please follow these three steps:
- Contact Us: Send an email to our customer care team at support@crittersupply.ca with your full name, order number, and a brief note regarding the items you wish to return.
- Review: Our team will review your request within 48 business hours and reply with your official Return Authorization details and our Ajax warehouse shipping address.
- Ship Back: Pack your items securely in a sturdy shipping box and mail them back to us using your preferred tracked courier. Once our warehouse logs and inspects the item, your refund will be automatically credited back to your original payment method within 3 to 5 business days.
Damaged or Defective Items
Transit Protection Policy
While we partner with all major Canadian carriers to ensure secure transit, accidents can occasionally occur. If your package arrives damaged, our dedicated team will swiftly guide you through the process of opening and filing an official claim with the responsible courier.
While we partner with all major Canadian carriers to ensure secure transit, accidents can occasionally occur. If your package arrives damaged, our dedicated team will swiftly guide you through the process of opening and filing an official claim with the responsible courier.
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To protect our small business and ensure a successful claim resolution with the carrier, we enforce strict verification standards:
• Immediate Reporting: Any courier-related product damage must be reported to Critter Supply within 48 hours of delivery. Claims made outside this window cannot be accommodated by the carriers.
• Mandatory Photographic Proof: Your email to support@crittersupply.ca must include high-resolution photos of the unopened damaged item in its original shipping box, alongside clear photos of the outer shipping box showing the courier label. This visual evidence is mandatory for the carrier’s claim portal.
• Physical Inspection Clause: Our team will walk you step-by-step through the courier’s claim protocol.
Please keep in mind that courier claims operate on an estimated transit timeframe of 6 to 8 weeks. Our team will advocate for you throughout the process, though the final approval and outcome remain entirely within the carrier’s control.
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Items altered, punctured, or damaged post-delivery are completely ineligible for claim assistance.
