FAQsAt Critters Outfitters we want you to get your purchase as soon as humanly possible. Although we put forth our best effort to process and ship out all orders quickly, please bare in mind that most of our products are unique and hand crafted which unfortunately results in longer shipping times. We thank you for being patient with us. Here are some common questions we get regarding shipping:
SHIPPING METHODHOW DO YOU SHIP AND WHAT IS THE PRICING?
Shipping cost varies, depends on your exact location and shipping option.
WHERE DO YOU SHIP?
We are providing international shipping. However, due to some postal problems, we can’t deliver a shipment to the military area and some small countries.
HOW DO YOU SHIP?
We ship orders overseas by mail service. After finishing processing your order, we will send it to the shipping company and it will be completely handled by them.
After arriving in your country, it will be handled by your country's postal service. So please kindly contact your local post when it arrived at your country.
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
Shipping to USA, Canada:
Order processing: 7-14 Days
Standard Shipping: 14-20 Days
Note: The items you ordered will reach in approximately 25 days for Standard Shipping.
Shipping to Worldwide:
Order processing: 7-14 Days
Standard Shipping: 20-30 Days
Note: The items you ordered will reach in approximately 35 days for Standard Shipping.
**Some items are Made to Order. They are hand cut and sewn, made just for your order! This process starts as soon as your order is placed and may have a processing time of 7-14 business days before it ships.**
HOW CAN I TRACK MY ORDER?
We will send you the tracking code of your orders to the email that you filled down when placing your orders. This email will also guide you how to track your package. Please note that the tracking information will be displayed 2-5 days after you receive that email.
WHEN WILL MY TRACKING INFORMATION APPEAR?
You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us.
WHY CAN'T I TRACK MY ORDER?
Please note that the tracking information will be displayed after 2-5 days after being updated.
For the first time, it may take a few minutes to get the information from the carrier. Therefore, sometimes you can not find information about your package, please track again later.
WHY IS MY SHIPMENT STATUS UNCHANGED?
Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.
WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
WHY I HAVE TO PAY EXTRA FEE FOR SHIPPING COMPANY FOR RECEIVING MY ORDER?
When your order is ready to ship, we will send it to the shipping company and they will completely handle it. Depends on each shipping company's policy or customs procedure, you might be charged extra fee for the final delivery or the import tax, probably due to your shipping address is in a remote area. In this case, please kindly pay them the required fee to receive your order.
We often declare this as a gift below order value, so you do not need to worry about this.
HOW CAN I PAY FOR MY ORDER?
We offer safe shopping and accept payment via Credit card, Debit card or VISA. So you can choose the most suitable one for you. All products are set in US Dollar, our system will automatically exchange your currency to make it easy for you when placing an order.
WHICH CURRENCY ARE YOU USING?
Our products are set in US Dollar. But our system will automatically convert it for you, don't worry!
HOW TO PLACE AN ORDER?
First of all, Choose products that you love, then click "Buy Now" or "Add To Cart" and "Proceed to Checkout". Then fill in your information and pay. That's it! Very easy.
HOW CAN I MODIFY MY ORDER?
If you want to change anything in your order, please contact us via email Support@CrittersOutfitters.com within 24 hours after placing your order.
How do I cancel my order??
We process orders Immediately! We WILL NOT Cancel an order if we are not notified within 24 hours of when your order was placed. We will make every effort to honor your cancellation request! If you are past the 24 hour deadline, we can help you easily exchange once you receive your original order (See Returns/Exchanges). To cancel, please email us at Support@CrittersOutfitters.com with “Cancel” and your order number in the subject line.
How early do I need to place my order for a festival/birthday/event?
Always place your order at least 3 weeks before your scheduled event! Once you place your order for your Festival/Event, please email us at Support@CrittersOutfitters.com with the Festival/Event and your order number in the subject line. Please also provide the date you need the order to arrive by in the body of the email. We want to do all we can to get you your items before your event so that you will be able to make sure everything fits and is ready to go!
My order says “Unfulfilled”, what does that mean?
Orders with an "unfulfilled" status are currently being still being processed and then will go through a final quality check before shipment. Once your order has shipped your order status will then change to "fulfilled." You will receive a shipping confirmation email with tracking information once your order has moved to a “fulfilled” status.
POST - PURCHASE
WHAT IF I RECEIVED A DEFECTIVE/DAMAGED ITEM?
We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged. Please Click Here for our Return Policy.
WHAT IF THE TRACKING INFORMATION OF MY ORDER SHOWS "RETURNED TO SENDER"?
Step 1: Contact your nearest post office and provide them your ID card or tracking number to find out its status.
Step 2: If you are unable to locate it, contact our Customer Service department by sending an email to Support@CrittersOutfitters.com and provide your shipping address again.
Step 3: If the address you provided in the email matches with your shipping address in our system, we are willing to send you a replacement or refund you 50%. Please be notified that these 2 options are our final solution for your request.
If not, it was probably due to some carelessness and accidentally filled in the wrong address, thus we could not deliver your packet. In this situation, we need you to pay some extra fees for sending you a replacement. This is the only option for you in this situation.
WHAT SHOULD I DO IF I PROVIDE YOU WITH A WRONG SHIPPING ADDRESS?
In the case of providing us with an incorrect shipping address, you should contact us immediately by sending an email to Support@CrittersOutfitters.com and provide us your correct address. We will check whether we can change it for you.
If your order was shipped out, we are really sorry that we will not able to change it for you nor sending you another packet without any fee.
TRACKING SHOWS "RETURNED TO SENDER", WHAT SHOULD I DO?
There are 2 common reasons that make your packet be returned: Your shipping address is incorrect/insufficient or you are absence at the time the packet was attempted to deliver.
In cases that your shipping address is not correct, we are not able to take any responsibility since we shipped it out to the address that you provided us and it is not the mistake from our end.
Otherwise, we are willing to send you a replacement. If the second packet can not reach you, we are sorry to tell you that we are not able to help you out with this.
Please make sure your discount is accepted before you checkout, no discounts will be given after order is completed.
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