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Do you ship outside USA/Canada ?
While we do ship internationally to select destinations, our online store does not currently calculate shipping rates for countries other than Canada/USA. If you would like an order shipped Internationally please email us at [email protected] to obtain a shipping rate. Typically these international shipments would be for wholesalers or if you are buying a bulk quantity.
Missing Orders, Tracking notifications and order delivery -UPDATE
You will receive a shipping update via email and text message when your order package is in transit. At each stage of the delivery you will receive an update from us. When your parcel is about to deliver and actually "Out for Delivery" / on the delivery vehicle you will also receive a text message. Please ensure that someone is home to receive your package and prevent it being stolen from your front door or porch. Due to recent events, including Covid-19, carriers no longer offer "delivery with signature" therefore we are sending SMS/text messages as a substitute. If your package is stolen or lost after delivery, we can not be held liable. If you will not be home when your package is about to deliver, please arrange for a neighbour to collect it from your porch or front door for safekeeping until you arrive home. When completing your order please make sure to enter your mobile/cell phone number to enable SMS tracking updates.
Do Cranimals products cause adverse reactions or side effects ?
There have been no reports of adverse effects or side effects from any pets using Cranimals products according to the usage instructions on the package label. Our ingredients are food grade, mostly organic and our products are free of synthetic colors, flavors or preservatives, minimizing the risk of any adverse reactions or side effects for even the most sensitive pets.
How long does it take for Cranimal Original UTI supplement to work ?
It can take anywhere from days to 3 months before the products work effectively. For example, Cranimals Original, our clinically tested Urinary Tract supplement is dosage dependent and can start making a significant difference to your pet in a matter of days or it may take up to 90 days for it to reach optimal therapeutic levels. How fast therapeutic levels are reached depends on their individual diet and unique biochemistry. For that reason we recommend that you use the products for at least 3 months. Cranimals Original is clinically proven to prevent UTIs stemming from E Coli bacteria and the associated struvite stones/crystals caused by infections. Cranimals Original may also be beneficial to help reduce urinary frequency and help acidify urine. However the product has not been specifically tested for these issues at the dosages on the label.
Do any products ship for free?
Our shipping rates are a flat rate of $12 per order. You can redeem your rewards points accumulated when shopping and logged onto your account to minimize or reliminate shipping fees.
Can I return a Cranimals product I purchased from your online store ?
If you are not satisfied with your Cranimals product and you contact us within 21 days of receiving it, we will issue a refund or store credit (minus shipping charges we paid to delivery your order and shipping charges to return it to us if required). Orders shipped outside Canada/USA cannot be returned at this time.
When will I receive my Rewards?
Your rewards are calculated automatically with each order and applied to your account for use on your next purchase. Rewards are calculated at 2.5% of your order total.
How long do I have to spend my Reward points?
You can sign up to be notified of your reward points via email and will receive a notification 30 days before it expires.
How do I redeem my Rebate?
Your rewards can be claimed during the check-out process.
How is my Rebate calculated?
You receive 2.5% on all Cranimals products.
What is Auto Ship and do my Subscription / Auto Ship orders qualify for the Rewards?
It's so simple! When ordering, just select how often you would like us to ship a product. We'll take care of the rest (at no extra cost).
We will bill your credit card on the day your order is shipped. You may cancel or make changes to your Auto-ship program at any time online through your account.
Yes, all purchases qualify towards your reward points. Rewards CANNOT be redeemed on Subscription Auto Autoship orders, only on standard orders placed on our website. We encourage you to use your rewards for a one time purchase - maybe a Home Test kit or urine collection device!
Order Status order tracking
Has my order shipped and how do I track it? To check the status of your order click on the My Account link at the top of our web site, sign in with your email and password. Your recent orders will be summarized here along with the current status. If the order status says "Shipped", then the order has shipped and you can view the tracking number on the order status page. If the order status says "Processing", it has either not shipped or has shipped partially. If the order has shipped partially, there will be a tracking number available for the first shipment. If the order status says "Waiting Payment" then the order is holding pending the receipt of your check or money order. Please also feel free to email us at [email protected]. You can also check your order status by entering your email and order # in our chat window on our website.
Once your order is confirmed it will be shipped and you will receive an email with tracking info. You will also receive a series of text messages as your parcel progresses on its way to you. On the day of delivery you will receive a txt alert. Please make sure someone is home to receive the package or retrieve it from your porch/front steps/side entrance as as soon as delivered. This will avoid it being stolen. We cannot accept liability for packages that have been stolen off your porch and have a confirmed delivery scan from the carrier.
How do I change quantities or cancel an item in my order?
Once an order is placed it enters the shipping queue immediately and so it is not editable. If it is within 24 hours of placing your order, you may email us at [email protected] to find out if there is still time to modify it.
An item is missing from my shipment, or you received the wrong item.
Click on the My Account link at the top of our web site, sign in with your email and password, and review the status of your order beneath the “Recent orders” heading. If the order status says "Processing", then the item was backordered because it was out of stock and will be delivered separately (at no additional cost to you - see the following paragraph). If the order status says "Shipped", then please contact customer service at [email protected] to let us know about the missing/incorrect item and we will send the missing item out immediately /send you a credit for it, or make arrangements to return the incorrect item to us on our cost. Backordered items will ship to you as soon as they are back in stock. You should receive an email notifying you of the backordered items. There will be no extra shipping charges added to the original order amount as a result of the backorder.
When will my backorder arrive?
Most backordered items are shipped within a few days. You can click “My account” link in the Help menu at the top of our web site to check your order status and see if the backordered item has already shipped - if the order status is "Shipped", then the item is on it's way to you. The backordered item will be shipped via Standard Post. There will be no extra shipping charges added to the original order amount as a result of the backorder.