Shipping & Returns
Shipping
We typically process orders within 1-2 business days (Monday - Friday). Shipping rates are available on the shopping cart page by using the shipping estimator. We charge actual shipping cost + $2 handling.
Once your order is processed, we send a shipping confirmation email with a tracking number. This email may end up in your email's spam folder, so please check there if you have not received it in a reasonable amount of time.
Domestic Shipping (USA)
For US orders we offer UPS options. Orders over $300 require signature confirmation. If you ship to your home address, someone must be there to sign for it. UPS does not ship to PO boxes.
INternational Shipping
For international orders we offer USPS and UPS options. Some USPS options lack tracking information and a guarantee - use these at your own risk. We cannot be held responsible for delays in international shipping.
Please note: Depending on your country, there may be additional duties and taxes. If applicable to your order, these fees are the responsibility of the buyer (also known as the 'importer'). One common tax is 'VAT.' We do not collect VAT on your behalf at time of checkout.
Your shipping confirmation email will contain information about how you can ensure that your order arrives without delay. Please review our shipping confirmation email.
Failure to pay the taxes and/or duties required by your country could result in your order being considered 'abandoned' by the shipping service. If this happens, Critter & Guitari will be unable to retrieve your order from the shipping service and will not be able to refund your order!
Expedited Service
When you choose an expedited shipping service, you are only influencing the speed at which the shipping company (USPS, UPS, etc.) delivers your order. We understand that choosing an expedited service means you would like to receive your order as soon as possible and we may process your order promptly, but please be aware that it may be 1-2 business days before your order is processed. Please
contact us with any questions or concerns regarding the timeline of your order in regard to special events such as a birthday as we will usually accommodate reasonable requests. All shipping fees collected go to the shipping company - we do not collect additional fees to expedite orders.
Shipping Fee Refunds
We cannot refund any shipping fees for orders that arrive late due to events out of our control. Such events include but are not limited to: weather, acts of gods, war, decisions or delays by the shipping company or foreign entity, customs processing, incorrect shipping address entered during checkout, plate tectonics, volcanoes, recipient being unavailable to sign for the package, failure to pay import duties and/or taxes, etc.
Returns
Returns for any unaffected item permitted within 14 days from the date of receipt of merchandise. After such time, all sales are considered final. Please contact us before returning an item so we know it is on its way. You can contact us via the order or shipping confirmation emails we sent you or our contact page.
Shipping and handling charges are not refundable. We are not responsible for any shipping charges of merchandise being returned to us. All returned merchandise must be in its original mint and clean condition. With your return, enclose your original receipt or a copy of it. Also include a brief letter of explanation of why the merchandise is being returned and state your request for either a refund or an exchange.
In the event that an order includes a free or discounted item (or items) as part of a buy 'x', get a free 'y' promotion, or similar discount, all order items (including the 'free' item) shall be returned to C&G to receive a full refund (less shipping and handling charges). If the returned goods do not include the free item (or items), the regular price of the discounted or free item(s) will be deducted from the refund total.