Terms of Service

Last updated 17 May 2026

These Terms of Service govern your use of our website and any order you place through it. Please read them carefully before using the website or purchasing a product.

By accessing the website, creating an account or placing an order, you agree to these Terms of Service and the policies referenced in them.

1. Who you are contracting with

This website is operated by KUNG KAI HONG COMPANY LIMITED, trading as TangleTug, of:

Registered Business Address: G/F ON WING BLDG 59 BONHAM STRAND EAST SHEUNG WAN HONG KONG SAR

In these terms, “TangleTug”, “we”, “us” and “our” refer to KUNG KAI HONG COMPANY LIMITED.

Email: service@tangletug.com Telephone: (852) 2544 1503

2. Eligibility

You must be at least 18 years old, or have reached the legal age of majority where you live, to place an order through this website.

By placing an order, you confirm that:

You have the legal capacity to enter into a binding contract;
The information you provide is accurate and complete;
You are authorised to use the payment method submitted; and
Your purchase does not violate any applicable law.

3. Products, descriptions and availability

We make reasonable efforts to describe and display our products accurately. Our range includes plush dog toys, rope and knot toys, textured chew toys, balls, rings, flying discs and other toys intended for supervised pet play.

Product descriptions may include information about shape, colour, texture, intended play style and suggested use. Actual appearance may vary slightly from website images because of photography, lighting, screen settings, material characteristics and production variations.

Measurements, weights and other product specifications are approximate unless expressly stated otherwise. Small variations in colour, stitching, texture, weave, pattern placement or finish do not necessarily indicate a defect.

Products shown in photographs may appear larger or smaller depending on image composition. You are responsible for reviewing the product description and choosing a toy that is appropriate for your dog’s size, age, chewing habits and play style.

We may change product descriptions, specifications, prices and availability, or discontinue a product or colour, at any time without prior notice.

If we identify a material error in a product description or price after you order but before dispatch, we may contact you for instructions or cancel the affected item and issue a refund.

4. Orders and contract formation

Submitting an order is an offer to purchase the products in your cart. An order confirmation acknowledges that we have received your order, but does not necessarily mean that we have accepted it.

Unless applicable law requires otherwise, the contract for an order is formed when we dispatch the products and send a dispatch confirmation.

We may decline or cancel an order before dispatch for reasons including:

A product being unavailable or out of stock;
An obvious pricing or product-description error;
Payment being declined or not verified;
Suspected fraud or unauthorised activity;
Delivery being unavailable for the supplied address;
A breach of these terms; or
A legal or regulatory restriction.

If we cancel an order after payment has been received, we will refund the applicable amount to the original payment method.

5. Prices and payment

Product prices and the currency applicable to your order are displayed on the website and confirmed during checkout.

Available payment methods are shown at checkout and may depend on your country, device, currency and payment provider.

Payment may be authorised or collected when the order is placed. We are not responsible for exchange rates or foreign transaction fees applied by your bank, card issuer or payment provider.

Unless checkout expressly states otherwise, prices do not include customs duties, import taxes, VAT, GST or carrier handling charges imposed by the destination country.

You agree to provide current, complete and accurate billing and payment information. We may cancel or delay an order if payment cannot be authorised or verified.

6. Shipping and delivery

Available delivery methods, charges and estimated transit times are shown during checkout or explained in our Shipping Policy, which forms part of these terms.

Delivery estimates begin when an order is dispatched and are not guaranteed. Delivery may be affected by customs processing, carrier disruption, public holidays, severe weather or other circumstances outside our reasonable control.

You are responsible for providing a complete and accurate delivery address. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Risk of loss or damage passes to you when the order is delivered to you or another person identified by you to receive it, except where applicable law provides otherwise.

7. Customs duties and taxes

International orders may be subject to import duties, taxes and customs fees.

Unless checkout expressly states that these charges are included, they are the recipient’s responsibility and must be paid to the relevant carrier, customs authority or government agency.

We cannot declare an order as a gift or state a value lower than its actual transaction value.

Additional information is provided in our Shipping Policy.

8. Returns, refunds and cancellations

Return eligibility, the applicable return period and any exclusions are set out in our Refund Policy, which forms part of these terms.

Unless an item is faulty or applicable law provides otherwise, returned products must be unused, clean, complete and in their original condition, with all original packaging, tags and components.

For hygiene and safety reasons, a pet toy that has been chewed, mouthed, licked, used by an animal, washed or otherwise used may not be eligible for a change-of-mind return.

To request a return, contact service@tangletug.com before sending the item. Do not return an item to our registered business address unless we have specifically confirmed that address in writing.

If you wish to cancel an order, contact us as soon as possible. We cannot guarantee cancellation after an order has entered processing. Once dispatched, the order must normally be handled under the return procedure.

Nothing in these terms limits any mandatory cancellation, return, refund or consumer right available under applicable law.

9. Choosing an appropriate toy

No pet toy is suitable for every dog. Before use, consider your dog’s size, age, strength, chewing intensity, health and usual play behaviour.

A toy should be large enough that your dog cannot swallow it or lodge it in the mouth or throat. If you are uncertain whether a product is suitable, consult a veterinarian or qualified pet-care professional before use.

Plush toys are generally intended for gentle play, carrying and cuddling. Rope toys are intended for supervised tugging, tossing and interactive play. Textured toys, rings, balls, discs and similar products must be selected and used according to the individual dog’s size and chewing habits.

10. Product safety and supervised use

All pet toys must be used under responsible adult supervision. Do not leave a dog unattended with a toy unless the product information expressly states that unsupervised use is appropriate.

Before each use, inspect the toy for loose stitching, torn fabric, exposed filling, frayed rope, detached pieces, cracks, sharp edges or other damage.

Stop use immediately and dispose of the product safely if it becomes damaged, begins to break apart or becomes small enough to swallow. Do not allow your dog to swallow filling, fabric, rope fibres, tassels, squeakers, fragments or any other part of a toy.

Pet toys are not indestructible. Product life depends on the individual dog and the manner and intensity of use. Damage caused by ordinary chewing, tugging, scratching or other pet use is not necessarily a manufacturing defect.

These products are not intended for children. Keep product packaging, tags and detached components away from children and animals.

If your dog swallows any part of a product, experiences choking, injury or unusual symptoms, stop use and seek veterinary assistance promptly.

11. Care and storage

Follow any care, cleaning and storage instructions provided on the product page, packaging or label.

Do not use bleach, strong chemicals, excessive heat or a cleaning method not expressly recommended for the product. Make sure a toy is completely dry before returning it to your dog.

Store toys in a clean, dry place away from excessive heat, open flame, moisture and direct sunlight. Regularly rotate and inspect toys, and discard any item that can no longer be used safely.

12. Acceptable use of the website

You may not use the website or its content:

For any unlawful, fraudulent or misleading purpose;
To place fraudulent, abusive or unauthorised orders;
To submit false account, payment or delivery information;
To interfere with the operation or security of the website;
To introduce viruses, malicious code or harmful technology;
To obtain unauthorised access to accounts, systems or data;
To scrape, harvest or extract content or data using automated means without permission;
To copy or exploit our content for commercial purposes without written permission; or
To infringe the rights of TangleTug, KUNG KAI HONG COMPANY LIMITED or another person.

We may restrict or terminate access where we reasonably believe these terms have been breached.

13. Intellectual property

The TangleTug name, branding, website design, product descriptions, photographs, graphics, illustrations, videos and other website content are owned by or licensed to KUNG KAI HONG COMPANY LIMITED and are protected by applicable intellectual-property laws.

You may view and use the website for personal, non-commercial shopping purposes. You may not reproduce, distribute, modify, publish, sell, license or commercially exploit our content without prior written permission.

14. Reviews and customer content

If you submit a review, photograph, video, comment or other content, you confirm that:

You created it or have permission to submit it;
It does not infringe another person’s rights;
It is not unlawful, misleading, defamatory or abusive; and
It does not contain malicious code or confidential information belonging to another person.

You retain ownership of content you submit. You grant us a non-exclusive, worldwide, royalty-free licence to store, reproduce and display that content in connection with our website, products and services, subject to applicable law.

We may remove customer content that violates these terms or applicable law.

15. Customer accounts

If customer accounts are available, you are responsible for keeping your login credentials confidential and for activity conducted through your account.

Notify us promptly if you believe your account or password has been compromised.

We may suspend or close an account if we reasonably believe it is being used fraudulently, unlawfully or in breach of these terms.

16. Third-party services and links

Our website may use or link to services operated by third parties, including Shopify, payment providers, carriers and social-media platforms.

Third-party services are governed by their own terms and policies. We are not responsible for the availability, content, privacy practices or independent actions of third-party websites and services, except where applicable law provides otherwise.

17. Disclaimer

We take reasonable steps to keep the website available and its information accurate. However, the website may occasionally contain errors or become unavailable because of maintenance, technical issues or circumstances outside our control.

To the extent permitted by law, we do not guarantee that the website will always be uninterrupted, error-free or free from harmful components.

Product descriptions and play suggestions are general information and are not veterinary advice. You are responsible for deciding whether a product is appropriate for your pet and for supervising its use.

These terms do not exclude any warranty or guarantee that cannot lawfully be excluded.

18. Limitation of liability

We supply products primarily for personal and household use.

To the fullest extent permitted by law, KUNG KAI HONG COMPANY LIMITED will not be liable for indirect, incidental or consequential losses, loss of profit, loss of business opportunity or loss arising from use of a product contrary to its description, intended purpose, safety guidance or care instructions.

Where our liability may lawfully be limited, our total liability relating to an order will not exceed the amount paid for the product giving rise to the claim.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence where applicable.

19. Indemnification

To the extent permitted by applicable law, you agree to compensate KUNG KAI HONG COMPANY LIMITED for reasonable losses, liabilities and expenses arising directly from your unlawful use of the website, your infringement of another person’s rights or your material breach of these terms.

This provision does not apply to the extent that a loss was caused by our own breach, negligence or unlawful conduct.

20. Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control, including carrier disruption, customs delays, extreme weather, natural disasters, labour disputes, epidemics, failures of telecommunications or payment networks, governmental action, civil disturbance or transport interruption.

We will take reasonable steps to minimise the effects of such an event. If it prevents delivery of an order for more than 30 days, you may contact us to cancel any undelivered part of the order for a refund.

21. Privacy

Our collection and use of personal information are explained in our Privacy Policy.

By using the website, you acknowledge that personal information will be processed as described in that policy.

22. Changes to these terms

We may update these Terms of Service to reflect changes to our website, products, business practices or legal obligations.

The terms applicable to an order are normally those published when the order is placed. Any revised version will be posted on this page with an updated revision date.

23. Severability

If any provision of these terms is found to be unlawful, invalid or unenforceable, that provision will be enforced to the maximum extent permitted or treated as removed where necessary. The remaining provisions will continue in effect.

24. No waiver

If we delay or fail to enforce a provision of these terms, this does not mean that we waive our right to enforce it later.

25. Entire agreement

These Terms of Service and the policies referenced in them constitute the agreement between you and KUNG KAI HONG COMPANY LIMITED concerning your use of the website and purchases made through it.

26. Governing law and jurisdiction

These terms are governed by the laws of the Hong Kong Special Administrative Region.

Disputes are subject to the non-exclusive jurisdiction of the courts of Hong Kong SAR. If you are a consumer residing elsewhere, this does not deprive you of any mandatory protection or right available under the consumer law of your country or region.

27. Contact

Questions about these Terms of Service may be sent using the following details: