Refund policy

Returns & Exchanges

We want you to feel good about everything you bring home. If your purchase doesn’t work out, we’re happy to help you find the right solution. Most items can be returned or exchanged within 30 days of purchase or delivery, provided they’re in their original, unused condition with all tags and packaging intact.

To process a return, you’ll need either a receipt or a customer profile in our system. If no proof of purchase is available and we’re unable to verify the sale, we won’t be able to accept the return.


Refunds, Exchanges & Store Credit

  • Refunds will be issued to the original form of payment for eligible items in their original condition, with proof of purchase.

  • Store credit may be offered for opened items that meet return conditions, or for purchases verified in our system without a physical receipt.

  • Exchanges can be processed in store if we have the item in stock.


Food Returns

We understand food preferences vary. Here’s how we handle returns:

Big Country Raw

  • 100% satisfaction guarantee

  • Return within 6 months of purchase

  • Product must be at least 50% intact

  • Receipt or customer account required

  • Eligible for full refund

All Other Food

  • Unopened food in original packaging = Refund

  • Opened food (must be 75% full or more) = Store credit only

  • Receipt or customer account required


Damaged or Defective Items

Please inspect your items upon receipt. If something arrives damaged or defective, we ask that you please contact us at hello@critterpetoutpost.com within 24 hours. We understand life gets busy, so you’ll still have up to 30 days to bring the item back to us, as long as proof of purchase is available.


Online Orders

Online purchases follow the same return timelines and conditions as in-store purchases.

For shipped orders, please bring:

  • The item

  • A valid government-issued ID that matches the shipping label

In-store pickup orders follow our standard in-store return process.

To start a return for an online order, please email us at hello@critterpetoutpost.com.
If your return is approved, we’ll provide a return shipping label and instructions.
Please do not send items back without prior approval, as they will not be accepted.

Returns by mail should be sent to:
1146 College Street W, Toronto, ON M6H 1B6


Refund Timeline

Once your return is received and inspected, we’ll let you know if the refund has been approved.
If approved, it will be issued to your original payment method within 10 business days.
If it’s been more than 15 business days since your return was approved and you haven’t received your refund, please contact us at hello@critterpetoutpost.com.


Final Sale Items

The following are final sale and cannot be returned or exchanged:

  • Clearance items

  • Special orders

  • Gift cards

For sanitary or safety reasons, the following items are also final sale:
Used litter pans, crates, beds, cat trees, scratchers, brushes, opened pet diapers or wraps, muzzles, worn or used apparel (including shoes), opened grooming tools, and destroyed or heavily damaged toys.


Gift Card Policy

Gift cards are final sale and cannot be returned or exchanged. They do not expire and can be used both in-store and online.

Gift cards are assigned to a customer profile in our system. If you’re giving or selling a card to someone else, please email us at hello@critterpetoutpost.com with:

  • The name and email of the new gift card recipient

  • The last 4 digits of the gift card code

Until the card is reassigned, the physical card is required to redeem it.
Once linked to the new account, it can be used with valid ID that matches the customer profile.


Need a Hand?

If you’re unsure whether your item qualifies for return, please reach out to us at hello@critterpetoutpost.com or stop by the shop. We’re always happy to help.