Effective Date: October 1, 2025
Physical collectible redemptions will be announced and made available at a future date to be determined. We will notify customers when the redemption portal opens.
Once redemptions are available and you successfully redeem your item through our official redemption portal, you will be required to provide a valid shipping address. Processing time for order fulfillment is typically 4-8 weeks from your redemption date (not from your original purchase date), though delays may occur due to high demand, supply chain issues, or other factors beyond our control.
By redeeming Critters Quest physical collectibles, you acknowledge and agree that you are solely responsible for all costs associated with receiving your item(s), including but not limited to:
These costs are separate from your initial purchase price and will be communicated during or after the redemption process.
For international orders, customers are fully responsible for all customs duties, import taxes, tariffs, and brokerage fees imposed by their destination country. These charges:
Failure to pay customs charges may result in package return, abandonment, or disposal by customs authorities. We are not responsible for packages refused, abandoned, or seized due to unpaid customs fees.
We ship via reputable carriers selected at our discretion. Shipping timeframes vary based on:
Estimated delivery times are not guaranteed. We are not liable for delays caused by carriers, customs, weather, or other events beyond our control.
You are responsible for providing accurate and complete shipping information. We are not responsible for:
Address changes must be requested within 48 hours of redemption. After shipment, address changes are not possible.
Lost Packages: If tracking shows delivery but you did not receive the item, you must file a claim with the carrier. We are not responsible for packages marked as delivered by the carrier.
Stolen Packages: We are not responsible for items stolen after confirmed delivery. Consider using a secure delivery location or requiring signature confirmation if available in your region.
Undeliverable Packages: If a package is returned to us as undeliverable due to:
You forfeit your right to the physical collectible. No refunds or replacements will be provided, and you may be charged for return shipping costs.
If your item arrives damaged:
We will review damage claims on a case-by-case basis. Approved claims may result in replacement (subject to availability) or partial refund at our discretion. We are not responsible for damage caused by carriers or customs inspections beyond reasonable packaging standards.
Tracking information will be provided via email once your item ships. You are responsible for monitoring your shipment. We are not responsible if you miss delivery attempts or fail to retrieve packages held by carriers.
We reserve the right to refuse shipments to certain locations due to:
If we cannot ship to your location, you will be notified, and no physical collectible will be provided. Digital assets associated with your purchase remain valid.
We are not liable for delays or failures in shipment caused by events beyond our reasonable control, including but not limited to: natural disasters, pandemics, war, civil unrest, carrier disruptions, customs delays, government actions, or supply chain interruptions.
All shipping fees, customs charges, taxes, and tariffs are non-refundable under any circumstances, including order cancellations, returns, or delivery failures caused by customer error.
We reserve the right to modify this Shipping Policy at any time. Changes will be effective immediately upon posting. Your continued redemption of physical collectibles constitutes acceptance of any revised terms.
For shipping inquiries, contact us at: [your support email]
By redeeming a Critters Quest physical collectible, you acknowledge that you have read, understood, and agree to this Shipping Policy in its entirety.
