Who is MyCritterPetSupplies.com?
Does MyCritterPetsupplies.com offer customer service?
How do I check the status of my order?
What are my shipping options at MyCritterPetSupplies.com?
Can I have my order shipped to multiple addresses?
Does MyCritterPetSupplies.com charge a handling fee?
Does MyCritterPetSupplies.com offer international shipping?
What is MyCritterPetSupplies.com’s return policy?
How do I return merchandise to MyCritterPetSupplies.com?
How do I place an order online with MyCritterPetSupplies.com?
How do I cancel an order placed online withMyCritterPetSupplies.com?
How do I use my Critter e-Gift certificate as payment when shopping online at MyCritterPetSupplies.com?
Can my Critter send another Critter an e-Gift?
What are MyCritterPetSupplies.com payment options?
What is MyCritterPetSupplies.com’s privacy & security policy?
Who is MyCritterPetSupplies.com?
MyCritterPetSupplies.com…the online supplier ‘purrferred’ by Critters everywhere! MyCritterPetSupplies.com is a leading Critter e-tailer that supplies products, services and common sense advice that makes it easier for our Critter customers and their humans be great together. We’re Critter lovers, just like you. Since the inception of the company, our top priority has been to help more Critters to live long and happier lives with their humans. At MyCritterPetSupplies.com, we’re committed to:
- Industry leading Critter care
- Rescue-a-Critter philosophy
- Interactive education for responsible humans of their Critters
- Support of animal welfare groups
Does MyCritterPetsupplies.com offer customer service?
Yes we do; thank you for visiting MyCritterPetSupplies.com! We value you and your “Critters” and want to ensure you have an enjoyable, rewarding and fun experience when shopping online with us during each visit. You may find the answer to your question by browsing or searching our FAQ help topics. If there’s a product you’re searching for and we don’t carry it at this time, let us know and we’ll be happy to locate and order it for you. It’s that easy! To contact us directly, please e-mail and/or call us; we’d love to hear from you.
E-mail: CustSvc@MyCritterPetSupplies.com
Call Toll Free: 1.888.LV.CRITT (582-7488)
Fax Your Inquiry: 1.888.657.4581
How do I check the status of my order?
Check the status of any individual order by providing the required information below:
Top of Form
Order Number Email Address View Status
What are my shipping options at MyCritterPetSupplies.com?
In an effort to provide the fastest and most reliable shipping options available, MyCritterPetSupplies.com utilizes multiple shipping options for your expedited order. Most orders ship within 24 hours after credit card approval, please see below for more information on available shipping methods.
Once your order ships you will receive a confirmation email with a tracking number (if applicable). Orders may arrive in multiple packages as we ship directly from our warehouse and/or some items ship directly from the manufacturer. We offer Standard, Priority (for P.O. Boxes, APO/FPO, U.S. Territories, Alaska and Hawaii), 2nd Day and Next Day shipping methods. 2nd Day and Next Day packages are shipped by FedEx. If you select Standard Shipping, we are unable to offer you the ability to choose the carrier by which your order will be shipped. However, the carriers we use are FedEx, UPS and the United States Postal Service. The carrier we choose depends upon your destination and the items in your order. Once your order is placed, you will receive a confirmation email with your order summary. Orders are subject to verification of payment information by phone or email.
Delivery Rates and Times
Shipping costs are determined by the total weight of the order and by the shipping method selected. Your total shipping charges will be displayed on the "Review and Submit Your Order" page, prior to placing your order. Estimated Shipping will be displayed in your Shopping Cart, based on standard ground shipping. Final shipping charges will be displayed on the "Review and Submit Your Order" page, based on shipping method selected during Checkout.
The size and/or weight of some items may limit the shipping methods and destinations available. Items that are oversized, overweight, or have other legal restrictions may not be able to be shipped to a P.O. Box, APO/FPO address, the U.S. Territories, Alaska or Hawaii (due to carrier restrictions). You will be alerted to this at Checkout when you select your shipping method. Items shipped directly by a third party may not be available for delivery to a P.O./APO/FPO Box, U.S. Territories, Alaska or Hawaii.
If our warehouse can't fill your order, it may arrive in multiple shipments at no additional shipping charge. As items are shipped, we will send you emails detailing the shipments and tracking numbers.
We make every attempt to ship orders from our warehouse within 24 hours. Items shipped by a third party generally ship within the timeframes specified on the product detail pages. However, your Order Status email will provide you with shipping information specific to your order if unanticipated delays occur.
Items Shipped by a Third Party
On occasion, items may be shipped directly from a product manufacturer or by a third party. You may receive separate shipments of your order if this occurs and there may be additional shipping & handling fees for those items shipped from the manufacturer, which will be noted in the "Shipping Information" tab on the product page and in your Shopping Cart.
Items shipped by a third party generally ship within the timeframes specified on the product detail pages. However, your Order Status email will provide you with shipping information specific to your order if unanticipated delays occur.
Freight Orders
Some oversized or heavy items may be shipped by a ground freight trucking company. We will make every attempt to notify you if your order is shipped by this method. Freight shipments may take up to 14 business days for delivery. The freight company provides curbside delivery only. In the event that your order is shipped via this method, we ask that you make arrangements to move the item from the curb to your home. Your Order Status email will provide you with information regarding the delivery method selected for your order.
Can I have my order shipped to multiple addresses?
Yes! You can have your order shipped to multiple addresses. You can also select different shipping options for different addresses. If you do not have a Shipping Address on file, we ask you on the Shipping Address page of Checkout if you would like to ship your items to more than one address. If you already have a Shipping Address on file, you can choose to ship to multiple addresses on the Review & Submit Your Order page. Click the "Ship to more than one address button" to enter a new address or select from saved addresses. Promotion codes can be used for orders that are shipping to multiple addresses. The discount will be applied to each shipment that meets the promotion’s minimum purchase requirement.
Does MyCritterPetSupplies.com charge a handling fee?
Some items may have an additional handling fee based on size, weight, overnight shipping, etc. This fee will appear in the "Shipping Information" tab on the product page and at Checkout. These handling fees cover our extra cost for shipping these items.
How do I track my order?
Once your order is submitted, you will receive a confirmation email detailing your shipment. As items are shipped, we will send you emails detailing the shipments and tracking numbers. You can also keep track of your order and shipping information online.
- Click on "Your Account" at the top of any page.
- Sign in using your email address and password.
- Under "Recent Order Status History," select the specific order you wish to view.
UPS Package Tracking
Using your UPS shipment tracking number, you can check the status of your package by visiting the UPS web site or by calling UPS directly at 1-800-PICK-UPS (742-5877)
FedEx Package Tracking
Using your FedEx tracking number, you can check the status of your package by visiting the FedEx web site or by calling FedEx directly at 1.800.Go.FedEx (463-3339).
USPS Package Delivery Confirmation
Using your USPS shipment tracking number, you can confirm package delivery by visiting the USPS web site. Please note that USPS does not track the progress of your shipment, just delivery confirmation. USPS tracking often consists of only two statuses: "The USPS was electronically notified by the shipper to expect your package for mailing" and "Your package was delivered." Most areas will receive the package well within the delivery timeframe quoted, and we hope the lack of detailed tracking does not pose an inconvenience. Please note that some circumstances may affect delivery of your order, such as weather conditions, whether your shipping address is a house or an apartment and whether deliveries can be left outdoors. FedEx, UPS or USPS policies for your area may dictate that your package be held at a local office until you pick it up in person. Call your local FedEx, UPS or post office directly for the delivery policy for your area.
Does MyCritterPetSupplies.com offer international shipping?
Yes we do; MyCritterPetSupplies.com has partnered with International Checkout to process and fulfill orders to our international customers and their “Critters” around the globe. We ship to nearly every country worldwide, please visit www.internationalcheckout.com to see if they ship to your part of the world.
To place an order to ship internationally simply shop and place items into your MyCritterSupplies.com shopping cart and click on "International Checkout" during checkout. You will be securely transferred to our partner site to complete the order in your local currency. International Checkout provides a full range of payment options and will provide a fully landed cost inclusive of shipping and any duties, fees, or taxes to help you complete your order smoothly. Once your order is completed, al inquiries should be directed to International Checkout at support@internationalcheckout.com. It's that easy!
MyCritterPetSupplies.com customers may select to pay in their own local currency with Visa or Mastercard. Additionally, they may pay via American Express, Discover, JCB, PayPal, Moneybookers, or Bank Transfer.
What is MyCritterPetSupplies.com’s return policy?
Your complete satisfaction (including you & your Critter’s) is important to us! If an item isn't working out for you or your Critter, please contact our Customer Service department via email: Returns@MyCritterPetSupplies.com or by calling our toll free number, 1.888.LV.CRITT (582-7488) and we will do everything “humanly” possible to make it right. Remember that your Critters should be supervised when playing with toys, as no toy is completely indestructible.
How do I return merchandise to MyCritterPetSupplies.com?
MyCritterPetSupplies.com will gladly accept returns of merchandise purchased through MyCritterPetSupplies.com within 45 days of the initial order date. Before returning merchandise to MyCritterPetSupplies.com, please contact our Customer Service department via email: Returns@MyCritterPetSupplies.com or by calling our toll free number, 1.888.LV.CRITT (582-7488) to obtain Return Authorization (RA) #. Just provide your order information and item # and our friendly “Critters” in the Customer Service department will instruct how to return. We can either offer an exchange or provide a refund. Please note that MyCritterPetSupplies.com changes inventory on a regular basis and cannot guarantee an exact exchange for your online purchase. However, we will do our best to honor your request. When returning an order purchased through MyCritterPetSupplies.com, we will issue a refund in the form of your original payment method. It’s that easy!
For all returns made after 45 days of the initial order date, we will issue your refund in the form of a MyCritterPetSupplies.com Critter e-Gift Certificate. Shipping charges, handling fees and/or purchases of Critter e-Gift Certificates are non-refundable.
To expedite your return, please ship item(s), your packing slip(s), Return Authorization (RA) #, and stating reason for the return to:
MyCritterPetSupplies.com Returns
PO Box 551699
Jacksonville, FL 32255-1699
Please allow 3-5 business days from merchandise receipt for your return to be processed. You will receive an email confirmation. Please allow up to 10-15 business days for your account balance to reflect the refund. This timeframe varies by bank. Personalized products cannot be returned, unless the result of a MyCritterPetSupplies.com error.
If your return is the result of an incorrect shipment by MyCritterPetSupplies.com, or a damaged or defective product, we will refund merchandise charges to your original form of payment. We will reimburse shipping charges incurred to return incorrect, damaged, or defective merchandise to MyCritterPetSupplies.com, not to exceed the chosen published carrier rate for the weight of the package. If returning merchandise for any other reason, you are required to pay all shipping charges to and from MyCritterPetSupplies.com. For your protection, please send your return via carriers who offer package tracking such as FedEx or UPS (be sure to retain your tracking receipt for future reference). MyCritterPetSupplies.com is not responsible for lost or damaged return shipments. Shipping charges are non-refundable.
How do I place an order online with MyCritterPetSupplies.com?
Ordering online at MyCritterPetSupplies.com is quick and easy! Browse through our product selection using the categories and our site search and use the image zoom and product review features to find the right items for your “Critter”.
Add items to the shopping cart if you're ready to check out or just want to save them for later, and you can always click "View Cart" at the top of the page to view the items in the cart.
Once you're ready to purchase click on "Checkout Now" from your shopping cart and follow the prompts. Be sure to register on the site to save your address information for next time!
How do I cancel an order placed online withMyCritterPetSupplies.com?
MyCritterPetSupplies.com processes orders immediately once they’re placed, and we may not be able to modify or cancel your order. Please contact us at CustSvc@MyCritterPetSupplies.com> or 1.888.LV.CRITT (582-7488) to speak to a Customer Service Representative to see if we can make any changes for you.
How do I use my Critter e-Gift certificate as payment when shopping online at MyCritterPetSupplies.com?
To use a Critter e-Gift Certificate just shop as normal and you will be prompted to enter in your Critter e-Gift Certificate number during checkout. It’s that easy!
Can my Critter send another Critter an e-Gift?
To send a Critter-to-Critter e-Gift, simply purchase a Critter e-Gift Certificate online from MyCritterPetsupplies.com FOR a Critter FROM another Critter and checkout as normal. Enter the required information and an email will be sent to the Critter recipient along with their Critter e-Gift. Additionally, you and your Critter will be sent an email confirming the e-Gift which also serves as your receipt.
What are MyCritterPetSupplies.com payment options?
MyCritterPetSupplies.com currently accepts the following as payment: Critter e-Gift Certificate, Visa, Mastercard, American Express, Discover and PayPal.
What is MyCritterPetSupplies.com’s privacy & security policy?
At MyCritterPetSupplies.com, we’re committed to protecting the privacy of our customers, which is why we do not sell, rent, or loan any personal identifiable information regarding our customers to any third party. We hope the policy described below will answer your questions regarding how we treat information gathered from visitors to MyCritterPetSupplies.com. Feel free to email us at Critter@MyCritterPetSupplies.com with any questions you might have.
What Information Is Collected? In order to process your order efficiently, we collect the following information: name, billing address, shipping address, e-mail address, phone number, and credit card number ("Personal Information") when you place an order with us. This information is used solely by MyCritterPetSupplies.com and is stored in a secure environment. Under certain circumstances we do also collect the user's IP address, but only when we suspect that credit card fraud may have occurred. We also periodically conduct surveys of visitors to our Web site. This helps us better understand what our customers would like to see from us. We use this information for internal marketing research purposes. We may contact a visitor who responded to a survey for more information, but only if that visitor has told us that they don't mind being contacted.
Use of Information You Provided - At MyCritterPetSupplies.com we collect Personal Information only for the purposes of fulfilling orders, providing a high level of customer service, gaining knowledge internally regarding what our customers want and e-marketing circulars and special promotional offers from MyCritterPetSupplies.com. We do not give or sell Personal Information to any other party. If at any time you do not want to receive promotional offers and/or e-marketing circulars from us, you can always remove yourself from our mailing list by sending an e-mail to Critter@MyCritterPetSupplies.com.
Opt-Out Email Policy - We ask that you tell us when you do not wish to receive periodic emails from us. We will only send email for customer service purposes and to those visitors who have indicated that they wish to receive other types of email from us. If at any time you wish to stop receiving email from us at any time, you can always remove your name from our mailing list by sending an email to Critter@MyCritterPetSupplies.com stating that you wish to unsubscribe.
Security of Information You Provide - Among our top priorities is keeping your Personal Information secure. We use Secure Sockets Layer (SSL) technology, which provides the highest level of security currently available for secure transactions, to encrypt all of your Personal Information before it is transmitted to us. Encrypted information cannot be read or recorded as it travels over the Internet. You can tell you are sending information securely by the unbroken key icon or closed lock icon that should appear at the bottom/top of your internet browser's window (depending on what browser you use). These icons will appear when you are placing an order on our Web site. In addition, you will see our site address change slightly, from http: to https: indicating a secure server connection is being used. Additionally, access to your Personal Information is provided only to our employees and agents who have a need to know such information for the purpose of fulfilling your order and offering our high level of customer service. The computers that store your Personal Information are located in a separate facility which employs the latest in firewall and security technology.
Use of Cookies - We use cookies to provide our customers with streamlined ordering and other useful features. Cookies are pieces of information that are stored by your browser on your computer's hard drive. Cookies make Web surfing easier for you by saving your customer identification information while you're at our site. The use of cookies has become an industry standard used by most major Web sites. Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that. Please continue to review our privacy policy from time to time so that you are aware of our current policy with respect to cookies.
Acceptance of these Terms - By using our Web site, you agree to accept the MyCritterPetSupplies.com privacy policy. Make sure you read this policy carefully, because if you do choose to use our Web site, you automatically agree to this policy. If you do not agree to this policy, please do not use our Web site. We reserve the right, at our discretion, to change, modify, add, or remove these terms.
