Shipping policy

How much does shipping cost?

We charge a flat rate of $10 (CAD) for shipping to most locations, no matter the size of your order. This rate is doubled for orders going to Iceland, Liechtenstein, Norway, or Switzerland. The rate will be adjusted based on the currency that you are paying in. As a select few products are fulfilled from different fulfillment centers than the rest of our products, we have to charge an additional fee for shipping if those products are ordered in conjunction with some of our other products. If this is the case for a particular product, it will be noted in the product's description.

When will I get my order?

Due to the COVID-19, our fulfillment times for all products may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers, as the entire industry is grappling with challenges. On average, we currently expect shipments to take 2-5 weeks, but we cannot provide any guarantees at this time.

Where will my order ship from?

Our orders are shipped from different fulfillment centers in North America and Europe. Where your order ships from will depend on your location.

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

-Check your shipping confirmation email for any mistakes in the delivery address

-Ask your local post office if they have your package

-Stop by your neighbors in case the courier left the package with them

If the shipping address was correct and the package wasn't left at the post office or at your neighbor’s, get in touch with us at info@activecritters.com with your order number.