Refund Policy
We want you and your pet to be happy with every crittr order. If something isn't right, we'll make it right.
The short version
- OTC supplements, food, treats, collars: return within 30 days of delivery for a full refund, minus original shipping.
- Damaged, incorrect, or defective items: full refund or free replacement at our expense — no return required. Email us within 7 days of delivery.
- Prescription medications and prescription diets: non-returnable once shipped, per federal and state pharmacy regulations. We can refund or replace if the shipment is damaged in transit or if the wrong product was shipped.
- Subscription orders: cancel any time before the next ship date and we won't charge you again. Already-shipped subscription orders follow the rules above.
How to request a refund or replacement
Email hello@crittr.ai with your order number and a short note about what went wrong. If it's a damaged or incorrect item, a photo helps us ship a replacement same-day.
Refunds post back to your original payment method within 5–10 business days after we process the return or approve the claim.
What isn't refundable
- AI triage chats — these are always free, so there's nothing to refund.
- Vet consult fees charged by our partners (Vetster, AirVet, etc.) — each partner has its own refund policy, linked from the consult confirmation.
- Shipping fees on approved returns, unless the return was caused by our error.
Chargebacks and disputes
If something goes wrong, please email us first — we can almost always resolve it faster than a chargeback, and a refund posts to your card sooner than a dispute does. Disputes filed without first contacting us may be contested.
Contact
Questions about a specific order: hello@crittr.ai. For prescription-related questions, the fulfilling pharmacy is cc'd on your order confirmation.