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Shipping & returns policy
Products purchased from an authorized Cranimals retailer can be returned to original point of purchase, e.g. brick and mortar retail store. We do not accept returns for product made through other online retailers or any unauthorized resellers, e.g. Amazon. Be aware that most brick and mortar retailers require receipt and/or proof of purchase for product to be eligible for return. *Please be aware, store refund policies may vary by store. Not all return policies are the same. Cranimals cannot be responsible for individual retailer's return policies.
Missing Orders, Tracking notifications and order delivery -UPDATE
You will receive a shipping update via text message when you 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.
If a product is damaged during shipping, a product replacement will be issued upon proof of purchase and receipt of image of damaged product. Online purchases made through our official Cranimals online store at buydirect.cranimal.com can be returned or exchanged, as per policies below. ---------
Via Cranimals store site or telephone orders
All returns must be within 30 days of invoice date. Thereafter, all sales are final. Proof of purchase is required. We cannot accept used or expired product. We ask that products be in same condition you received it. All returns subject to Return Authorization. Please contact us at [email protected] and we'll be happy to provide you with authorization and instructions on how to return your product. Shipping charges are non-refundable. Refund will be given for the value of the product in the original form of tender. Returns with return authorization require product to be sent back to: Cranimals Returns Suite 538-1489 Marine Dr West Vancouver BC Canada V7T 1B8 Return postage is the responsibility of customer. Full postage must be prepaid; postage collect packages will be denied. In some cases we may also email you a return shipping label in instances where we will pay for the return of the product (i.e. incorrectly shipped item).
Currently, we ship using Canpar & Canada Post to all Canadian customers and UPS and FEDEX to all US addresses. Please contact us for postal rates if your country of residence is not on the above list. Shipping times vary but typically Cranimals orders take 1-2 business days to process and an additional 1-5 business days to arrive for most Canadian customers, and US orders 3-7 business days for most US orders. Orders are shipped when we receive an authorized credit card or PayPal payment. Currency is in US or CAD dollars.