Critter Policies

Returns and Exchanges

If your purchase doesn’t meet your expectations, you can return it within 15 days of receipt in its original, unused, and unassembled condition, with all tags attached. You’ll have the option of a full refund, an exchange, or store credit (which will be valid for one (1) year).

Food items may not be returned. 

Non-food items (e.g., clothing, toys, accessories) must appear new and be in their original packaging.

A receipt is required for exchanges, unless you have a rewards account with us. In that case, we can retrieve a copy of your receipt if you provide the purchase date. If you don’t have a receipt, please contact us in advance so we can pull up your purchase information and avoid slowing down checkout for other customers.

To process your return in store, please bring along the following:

  • Debit/credit card used to make the purchase

  • In-store receipt or shipping confirmation email

Pets Are Welcome

Leashed pets are warmly welcomed in 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. While we don’t offer a formal price-matching policy, we do provide a 30-day price adjustment if an item goes on sale after your purchase. 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 or phone number 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. You can also donate a dollar at checkout to support local rescues.

    Visit our community page for more information on local rescues and pet-related events. You can access this page quickly by scanning the QR code available in-store.

    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, please note that our heritage building has steps midway up, which may limit access for some customers. 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.