Help & FAQ's
Orders & Purchases
I've changed my mind, can I return it?
I've changed my mind, can I return it?
Course, but only if the item you've ordered is in its original packaging and unused. Unfortunately, there are no exceptions to this.
Shipping is paid for by yourself and we will not refund any shipping costs. If an item has been shredded in minutes by a piranha dog, this cannot be refunded. See the next question for more on this.
My dog has shredded a toy in minutes, what can I do?
My dog has shredded a toy in minutes, what can I do?
Quick answer, we cannot offer any refunds for any toys that have been shredded or destroyed. Whether it's been destroyed in seconds, hours, days or months. All dogs have different chomping, chewing and playing styles, this is why we stock one of the biggest range of toys so you can find the perfect toys for your pet's style.
We do not offer any guarantees or expectations on our toys. Our Cocker Spaniel for example will shred literally anything in seconds, pull out the squeaker and leave fluff trodden around the house. That's just Milo! On the other hand, our King Charles Spaniel will keep the exact same toy for months (unless Milo gets his paws on it!).
I've lost the product packaging, can I still return the item?
I've lost the product packaging, can I still return the item?
Unfortunately, no. For all returns (refunds and exchanges), the item needs to be with it's original packaging and in a resellable condition. If it has been used, then we can't offer a refund or exchange.
I think my toy is faulty, what do I do next?
I think my toy is faulty, what do I do next?
When you receive your order, please check all items before you take off the packaging to make sure it's not faulty. Once opened and out of its packaging, unfortunately, we cannot offer any refunds or returns.
Our team do check all products before they're sent but we're only human (and pets!) and sometimes, something will slip through the net. If that's the case, just send us photos and create a faulty item request.
If your item is faulty and it's unopened, then just pop it back in the post to us. If your faulty item request is accepted, we'll send you a shipping label.
Shipping & Tracking
Help! My order hasn't arrived.
Help! My order hasn't arrived.
If your order hasn't arrived within the time frame estimated at checkout, then please sit tight. Although delays are rare, we ask that you wait up to 10 working days. Don't worry though, your item will have been dispatched and picked up by our couriers.
Why wait up to 10 working days? I want my order now!
Why wait up to 10 working days? I want my order now!
We know how frustrating it is when an order is delayed and we completely understand - it happens to all of us, but unfortunately, we cannot get any info until 10 working days have gone by. Don't worry though, we can assure you that your order will have been dispatched and picked up. That's why every order is dispatched with a fully tracked option.
Please note that delays are completely out of our control and we honestly wish we had a magic wand to turn our couriers into frogs sometimes but unfortunately, we just cannot accept any responsibility for delays. If your order is time-sensitive, then upgrade to Tracked24 so that if your item hasn't arrived, at least we'll get full transparency on its journey.
You will only be eligible for a full refund once the item has been reported lost in transit and/or after 10 working days have gone by. If that's the case, just pop us a message.
When will my order be dispatched?
When will my order be dispatched?
We're super proud of our quick dispatch times, so if you place an order before 12pm Monday to Friday, then your order will dispatched the very same day (public holidays excluded).
You will receive an email from us saying your order is on its way, so check junk and spam folders too. If you receive this email at weekends, then your order is being collected by our couriers on the following Monday. Please note that we do not have any orders picked up at weekends.
I ordered on a Friday after 1pm, when will it be dispatched?
I ordered on a Friday after 1pm, when will it be dispatched?
If you place an order on a Friday at 13:01pm, then expect your item to be dispatched the following Monday (unless you're lucky and we have capacity to dispatch that same day). In this case, the 1st working day for a delivery is the Tuesday.
Which couriers do you use?
Which couriers do you use?
We typically use Royal Mail unless your order is over 2kg then we may use another courier such as Evri or DPD. Fun fact - we could throw a KONG tennis ball to the Royal Mail depot that's literally behind us. :)
Can I change my delivery address?
Can I change my delivery address?
If your item has already been dispatched, then unfortunately, it's already on its way and this cannot be changed. If it hasn't, we'll try our best and make sure our packing wizards change this.
Please note though, if you send an email after 2pm, we won't get this until the next day and orders may be dispatched that evening. If your order has been dispatched before you let us know about an incorrect address, we cannot give refunds for the order and/or shipping costs so make sure it's correct when ordering.
My order says delivered but I didn't get it.
My order says delivered but I didn't get it.
If this is the case, as we always use fully tracked services, this will then be a conversation between you and your courier. If we have proof it was delivered by way of photo and GPS, we cannot offer any refunds.
Unfortunately, we cannot chase couriers on your behalf (yes, we do get asked this!). Once an order has been dispatched, it's out of our control. We cannot offer any refunds on any orders that are marked as delivered by a courier, handed to someone else, left with a neighbour or haven't been received. If an order comes back to us, we'll give you a shout but this may take weeks.
Problems with a delivery?
Problems with a delivery?
We know it's frustrating when the item you've ordered is delayed or undelivered but don't worry, we'll do what we can to help you. With all items we ship, we get full GPS tracking info and an in-depth journey of the parcel.
This will tell us when your item has been attempted for delivery or delivered. If your item hasn't arrived within ten working days, please get in touch, and we'll do our very best to give you an update.