We at Critters on Cloud Nine are proud of the products we provide to you and your pets.  We strongly suggest that you read the description on the items carefully in order to ensure the proper product is ordered.  Please feel free to contact us if you have any questions prior to purchasing and we will be more than happy to assist you with any questions you may have.

Shipping

For your convenience, we offer free shipping on a lot of our items.  We strongly believe that anytime we can offer free shipping on any particular item, we will forward those savings to you, our preferred customer!

Items that do not meet the free shipping criteria will be shipped via UPS or Fed-EX.

General Return Policy

You may return most new, unopened items within 7 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Read our full General Returns Policy for information on exchanges, and for further details and policy exceptions.

Product-Specific Returns Policies

Some items (such as food, treats and cookies) may have special returns policies. Please visit our Product Specific Return Policies page for more information.  

Refunds

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item. Items that are opened or returned more than 30 days after delivery will receive a partial refund. See our Refunds page for more details.