Refund policy


Last Updated: September 26, 2026

At Critter Cloud Depot, we want you and your pets to be happy with your purchase. If you receive an item that is damaged, defective, incorrect, or otherwise eligible for return under this policy, we’re here to help.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and in its original condition.

  • Be in its original packaging, where applicable.

  • Include the order number or proof of purchase.

  • Not be a product that is excluded from returns under this policy.

Certain products, including items that are personalized, used for hygiene or grooming purposes, or otherwise marked as non-returnable at the time of purchase, may not be eligible for return.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide your order number and clear photos or videos showing the item and any damage or defect. Depending on the situation, we may offer a replacement, store credit, or refund.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow your payment provider additional processing time for the refund to appear in your account.

Original shipping charges may be non-refundable unless the return is due to an error on our part, such as sending an incorrect or defective item.

Return Shipping

Unless the item is defective, damaged, or incorrectly sent, the customer may be responsible for the cost of return shipping.

We recommend using a trackable shipping service when returning an item. Critter Cloud Depot is not responsible for items lost or damaged during return shipping.

Exchanges

If you received a damaged, defective, or incorrect item, please contact us before sending anything back. We will provide instructions on the appropriate next steps.

How to Request a Return

To start a return or report an issue with your order, please contact Critter Cloud Depot Customer Support with:

  • Your full name

  • Order number

  • Reason for the return

  • Photos or videos, when applicable

We will review your request and provide the next steps.

Critter Cloud Depot reserves the right to refuse returns that do not meet the requirements of this policy.