Customer Care

Frequently Asked Questions


How Long Will It Take To Process My Order?
Orders placed Monday-Thursday will typically ship within 1-3 business days. Orders placed on Friday through Sunday and on U.S. holidays will be processed on the next business day. During times of peak order volume, orders may take longer to process. We appreciate your patience during these times. Once your order has shipped, you will receive an email notification with the tracking number.
What Shipping Options Are Available?
Crocodile Creek has partnered with FedEx to offer our customers the best shipping rates available. These rates are determined by your location and size of your order. We offer FedEx Ground Economy (Smartpost), FedEx Home Delivery, 2 or 3 Day Express, and Priority Overnight. Please note that orders will still require 1-3 business days to process when the Express and Priority Overnight options are selected.
Do You Offer Free Shipping?
Yes! All orders over $40 will receive a Free Ground Shipping option at checkout. No code is required.
Where does Crocodile Creek ship?
We currently ship within the continental United States. Unfortunately, at this time we are unable to accommodate International Orders, or delivery to Alaska, Hawaii, or the U.S. Territories.
Does Crocodile Creek ship to P.O. Boxes?
As we ship with FedEx, please note we cannot ship to P.O. Boxes.
How much does shipping cost?
All orders over $40 will receive a Free Ground Shipping option at checkout. For orders under $40, FedEx Ground rates will depend on your location and order contents. Expedited Shipping is available and rates will be calculated based on your location and order contents. Please keep in mind that we will still require 1-3 days of processing time for orders with Expedited Shipping. Please be advised that orders are not processed between Friday at 4pm EST and Monday 8am EST.
Where is my order?
Once your order is placed, please allow 1-3 business days for processing before your order is shipped. You will receive a notification email with tracking information once your order has been shipped. Please note that transit times for FedEx Ground vary based on your location, but orders placed with FedEx Ground are typically delivered within 5-7 business days. If you need your order sooner, please select the expedited shipping option. If you have not received your order after 7 business days, please contact us at so we can assist you.
I think my package is lost or delivered to the wrong address.
If you live in a shared building, please check all common areas and with building personnel for your package. In some instances, FedEx will mark a package as “delivered” up to 24 hours before it has been physically delivered to the recipient. If your package has still not arrived the following day, please contact us at so we may assist with next steps.
Can I cancel or change my order?
Unfortunately, once an order has been placed, we are unable to modify or cancel orders as they’re immediately sent to our shipping team for processing.
I need to change the Shipping Address on my order.
While we cannot guarantee any changes to the Shipping Address on your order, please contact us immediately by emailing with your order number and correct shipping address.
Can I add a gift message to the order?
Unfortunately at this time, we cannot support adding gift messages. When ordering gifts, please be aware that shipping materials may be branded.
How do I purchase a Gift Card?
You may purchase a gift card by clicking here. This gift card is redeemable online only at
Where do I enter my Promo Code?
When checking out and entering your Shipping Address, you will see the products in your cart listed with a field below which reads "Discount Codes", you can enter your promo code there.


Return and Exchange Policy
Please note that all sales on are final. At this time, we are unable to accommodate any returns or exchanges. Any orders that are sent back to our warehouse will not be processed as refunds.
Damaged or Defective Products
If your order has been damaged during shipping by our carrier, or if an item arrives broken, defective, or with missing pieces, please contact us within 30 days of placing your order at When contacting us, please make sure to include your order number and photo proof of defective product and we will assist you. We will be unable to accommodate any replacements after 30 days of your initial order date. Please be advised that we can only provide support for orders that were placed directly on after November 13th, 2022. We cannot support replacements for orders placed on Amazon or through other retailers. If there are any problems with a purchase of our product through another retailer, please contact that retailer for assistance. Any other special circumstances, please contact us at
Replacement Parts
We know that puzzle pieces can go missing over time, and wear and tear of product is natural with continued use. Due to manufacturing limitations, we do not offer replacement parts for any items, including puzzle pieces. In these cases, we recommend ordering a new product.
Price Adjustments
As all orders are Final Sale, we cannot accommodate any price adjustments.


What payment methods are available?
We currently accept all major credit cards and Gift Cards issued by
How can I check out with a Gift Card or Discount?
When checking out and entering your Shipping Address, you will see the products in your cart listed with a field below which reads "Discount Codes", you can enter your promo code or Gift Card number there.
How can I get free shipping?
Customers can receive free FedEx Ground shipping with all orders over $40. This discount will be applied automatically and the option will appear in checkout.
Am I charged for my order immediately, or upon order shipment?
You will be charged the full amount of the order immediately upon order placement.
Why was my Credit Card declined?
Most of the time, credit cards are declined if the billing address entered does not exactly match bank account billing information. If the issue persists, we recommend contacting your bank or trying another credit card.


How do I create an account?
You can create an account by hovering over the person icon in the top right of your screen on desktop, or on the bottom left of your screen on mobile. You will also be given the option to create a new account during checkout.
I forgot my password.
Please request a password reset by clicking “Forgot Password” on the Account Login screen, and be sure to check your email spam folder. If you continue to experience issues resetting your password, please contact us at so we can look into this for you.
How can I see my order history?
Log into your account and click “order history” to view all orders. Please note if you have checked out using another email address, that order won’t appear in your order history.


Do all Crocodile Creek products conform to international safety standards?
All products are continuously tested by Third Party Accredited testing laboratories to ensure they conform to all of the appropriate safety standards. For more information, visit our Safety Page.
Can I see safety test certifications?
We can provide a copy of any Certificates of Conformity upon request. Please send your request to
How to care for my product?
Please note that our water bottles, bento boxes, food jars, snack keepers, and ice packs are not dishwasher safe. Handwashing is recommended. Our Lunchboxes & Backpacks are not machine washable. To clean, use a soft, warm soapy cloth to wipe clean.


How can I place a wholesale order?
Please contact us at and we will assist you with next steps.