Contact TangleTug
Email is the main way we handle customer enquiries, including orders, product information, choosing a toy, returns, and damaged, incorrect or potentially unsafe items.
service@tangletug.com
You may also contact us by telephone at (852) 2544 1503.
When contacting us, please provide the relevant information below. This will help us locate your order and respond to your enquiry more efficiently.
What to include
About an order
Please include your order number and the email address used when placing the order. If your enquiry concerns a particular product, please also include the full product name and the quantity or pack option selected.
Damaged or incorrect item
Please send your order number, a clear photograph of the item received and a photograph of the outer packaging if it was also damaged. If you received the wrong item, include a photograph showing the product and any label or packaging information.
Contact us as soon as possible after delivery and keep the item and its original packaging until we have reviewed your enquiry and provided instructions.
A product-safety concern
If a toy has split, shed material, exposed filling, developed loose fibres or parts, or otherwise appears unsafe, stop your dog from using it immediately.
Contact us with your order number, the full product name, photographs of the affected area and a brief description of what happened. Please also tell us how the toy was being used and approximately how long it had been in use.
Keep the product away from pets and children until we have reviewed the information. Do not continue using a damaged toy.
Choosing a toy
Please tell us which product you are considering and provide useful information about your dog, including:
- Approximate size and weight
- Age
- Typical chewing strength
- Preferred style of play, such as carrying, fetching, tugging or chewing
- Whether the toy will be used by more than one dog
Our range includes plush toys for gentle indoor play, rope and knot toys for supervised interactive play, and textured toys for fetching, carrying or chewing. Suitability depends on the individual dog and how the product is used.
We can provide the product information available to us, but no dog toy is indestructible. The owner remains responsible for selecting an appropriate product, supervising use and replacing it when it becomes worn or damaged.
Product care
Please include the product name and describe the cleaning or care question. Care instructions vary between plush, rope and textured products, so follow the directions supplied with the item and the information shown on the relevant product page.
A return
Please include your order number, the product you wish to return and the reason for the return.
Wait for our confirmation and return instructions before sending anything. Do not send a return to our registered business address unless we have specifically instructed you to do so.
Changing or cancelling an order
Please contact us as soon as possible with your order number and the change you would like to make. We cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.
Before contacting us
Please check the relevant product page for the current product description, quantity options, care information and intended style of play. For order, shipping, return or payment questions, the relevant policy page may provide the information you need immediately.
Do not send complete card numbers, card security codes, passwords or online banking credentials by email or telephone. TangleTug will never ask you to provide this information through customer service.
Business details
TangleTug is operated by KUNG KAI HONG COMPANY LIMITED.
Registered business address:
G/F ON WING BLDG
59 BONHAM STRAND EAST
SHEUNG WAN
HONG KONG SAR
Customer service email: service@tangletug.com
Telephone: (852) 2544 1503
The address above is our registered business address and should not be used for returns unless our customer service team has confirmed it in writing. The correct return address may vary depending on the order and dispatch location.