Critter & Co. Store Policies

Pets Are Welcome

Leashed pets are warmly welcomed in our store. If you've forgotten a leash at home, we have a slip leash available to be used during your visit to our store. If your dog is nervous or reactive, please reach out to us - we’d love to schedule a private shopping time where your pup can enjoy the store without other pets around. We also have a pet cleanup station in the back, and we kindly ask that you clean up after your pet if they have an accident.

    Pricing and Promotions

    Critter & Co. offers a loyalty program, allowing you to earn points on purchases for rewards and exclusive discounts. In addition, we provide ongoing promotions and special offers, both in-store and online. Our goal is to make it easy to access our best deals while enjoying quality, ethically sourced products.

    Customer Service Standards

    Our team is here to help you find exactly what you need, but we’re never pushy. We want you to feel supported on your terms, which is why our website features filters to help you explore products independently. We aim to respond to email inquiries within 24 hours, and we’re also available by phone or text.

    For customer complaints, we believe in handling them with grace and understanding. We have a dedicated contact email so you can reach us directly. Our management team is here to listen and work with you to resolve any issues in a kind and respectful way.

    Health and Safety Standards

    To ensure a clean, safe environment for pets and people, we use eco-friendly, pet-safe cleaning products and have hand sanitizing stations available throughout the store. Our pet cleanup station is located in the back, and we ask pet owners to clean up any accidents to help us maintain a fresh and welcoming atmosphere for all.

    Community Engagement & Donation Box 

    We aim to support local rescues and shelters that also meet our ethical standards for the care and well-being of animals, ensuring that every pet receives the compassion, respect, and second chance they deserve.

    We’re committed to donating all items collected in our donation box on a regular basis and are exploring ways to expand our community engagement, including hosting donation drives, adoption events, and other initiatives.

    Visit our community page for more information on local rescues and pet-related events.

    Sustainability Practices

    Sustainability is at the core of our values. We prioritize low-emission delivery options and use recyclable packaging whenever possible. Additionally, we limit plastic packaging and offer bulk products by weight, allowing you to bring your own reusable containers for a more eco-friendly shopping experience. Many of our products and foods are also sustainably made, so you can shop confidently knowing your purchases align with your values.

    Privacy Policy

    We value your privacy and are committed to protecting your personal information. Your data will never be shared with third parties and will only be used to improve our product selection and for our own marketing efforts.

    Accessibility Policy

    While we strive to make our store accessible to everyone with a StopGap ramp at our front door, please note that our heritage building has steps midway up, which may limit access for some customers. If for some reason our ramp is not outside due to inclement weather, please contact us and we would be happy to bring it for you. For accessibility needs, we’re happy to arrange curbside service at a scheduled time if you order ahead for pickup. Please contact us to make arrangements.

    Returns & Exchanges

    Looking for info on returns or exchanges? You’ll find everything you need on our Returns & Exchange Policy page.