Refund policy

Please call or email us if you have any questions or need assistance with your Critter Cooler. 99% of questions are answered in the FAQ video, including closing the lid properly to prevent overflow and the importance of the lid o-ring.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To start a return, you can contact us at Customer@CritterConcepts.com or call us at 877-6-Big-Dog. Please note that returns will need to be sent to the following address:  Critter Concepts Returns, 19744 Beach Blvd., #396, Huntington Beach, CA. 92648 

To be eligible for a return, your item must be in the same condition that you received it, "like new condition" and in its original packaging. We will also need the order number. When your returned is authorized, please use a carrier with tracking information. Lost or damaged returns will not be refunded.

Damages and issues:  Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. A 20% re-stocking fee may apply.  Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at Customer@CritterConcepts.com.