FAQ

🐾 Orders

How do I place an order?

Browse our store, add your favourite products to your cart, and proceed to checkout. Enter your shipping details and payment information to complete your order.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible. We will do our best to assist if your order has not yet been processed or dispatched.

Will I receive an order confirmation?

Yes. After placing your order, you will receive a confirmation email containing your order details.

🚚 Shipping

Where do you ship from?

We partner with trusted suppliers who ship directly from their warehouses. Some products ship from Australia, while others may ship from international fulfilment centres.

How long does shipping take?

Estimated delivery times are:

• Australia: 5–12 business days
• International fulfilment: 7–18 business days

Delivery times may vary depending on location, product availability, and shipping carriers.

Do you provide tracking?

Yes. Once your order has been dispatched, you will receive tracking details via email.

💳 Payments

What payment methods do you accept?

We accept a range of secure payment methods including:

• Visa
• Mastercard
• PayPal
• Apple Pay
• Google Pay

Is my payment secure?

Yes. Our store uses secure payment gateways and encryption technology to protect your personal and payment information.

📦 Returns, Refunds & Consumer Guarantees

What if my item arrives damaged, faulty, or incorrect?

If a product arrives damaged, faulty, or significantly different from its description, please contact us as soon as possible with photos of the issue.

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund depending on the nature of the issue.

What if my product stops working?

If a product fails to meet consumer guarantees (for example, it is not of acceptable quality), please contact us. We will work with you to provide an appropriate solution in line with Australian Consumer Law.

Can I return an item if I change my mind?

Change-of-mind returns are not guaranteed, but we may offer returns or exchanges at our discretion if the product is unused and in its original condition. Customers may be responsible for return shipping costs.

How long do refunds take?

Once a refund is approved, it is usually processed within 5–10 business days, depending on your payment provider.

Do your products come with consumer guarantees?

Yes. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

🐶 Products

Are your products safe for pets?

We aim to source products designed for pet safety and comfort. However, pets should always be supervised when using toys or accessories.

What pets are your products for?

Most of our products are designed for dogs and cats, though we may expand into other pet products in the future.

📩 Contact

How can I contact Critter Co?

If you have any questions or need support with your order, please contact us.

Email: critter.club@outlook.com

We aim to respond within 24–48 hours.