FAQ
Frequently asked questions
Shipping, orders, returns, toy selection, safe play and product care—these are the subjects customers ask us about most. If you cannot find the answer you need below, contact us at service@tangletug.com.
Shipping
How much does shipping cost?
Available shipping methods and their charges are calculated according to your delivery address and shown during checkout before payment.
How long will delivery take?
The estimated delivery time depends on the destination and shipping service selected at checkout. Delivery estimates begin when the parcel is dispatched, not when the order is placed.
Delivery times are estimates and may be affected by customs processing, local carriers, public holidays, weather or other circumstances outside our control.
Will my order have tracking?
Where tracking is available, the tracking information will be sent to the email address used when placing the order after the parcel has been dispatched.
Orders and delivery
When will my order be shipped?
Orders are prepared after payment and order details have been confirmed. You will receive a dispatch notification when your parcel has been handed to the carrier.
Where do you deliver?
Available delivery destinations are shown during checkout. If your country or region cannot be selected, we are not currently able to deliver there.
Will I need to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes or handling charges imposed by the destination country or region.
Unless checkout expressly states that these charges are included, the recipient is responsible for paying any applicable duties, taxes or fees. We cannot confirm the amount in advance because customs rules vary by destination.
Can I change or cancel my order?
Contact service@tangletug.com as soon as possible and include your order number and the requested change.
We will try to assist, but we cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.
Why has my tracking information not updated?
Tracking may pause while a parcel is travelling between facilities, passing through customs or being transferred to a local delivery partner.
If there has been no update for an extended period, contact us with your order number and tracking number so we can review the available shipment information.
What should I do if my parcel is marked as delivered but I cannot find it?
Check the delivery location, safe places around the property, members of your household, building staff and immediate neighbours. You should also contact the carrier using your tracking number.
If the parcel still cannot be located, contact us with your order number and tracking details.
Returns and refunds
Can I return a pet toy?
Return eligibility, applicable time limits and exclusions are explained in our Return & Refund Policy.
For hygiene and safety reasons, a toy that has been used, mouthed, licked, chewed, washed or otherwise handled by an animal may not be eligible for a change-of-mind return.
If you may wish to return a product, keep it unused, clean and complete, with all original tags, components and packaging.
How do I request a return?
Email service@tangletug.com with your order number, the product you wish to return and the reason for the return.
Please wait for our confirmation and return instructions before sending the product. Do not send a return to our registered business address unless we have specifically instructed you to do so.
Who pays for return shipping?
Responsibility for return shipping depends on the reason for the return and the conditions in our Return & Refund Policy.
Unless we confirm otherwise, do not send a parcel using a collect-on-delivery service.
When will I receive my refund?
Approved refunds are issued to the original payment method after the returned product has been received and inspected. Your bank or payment provider may require additional time to display the refund in your account.
Can I exchange a toy for another design?
Contact us before returning the original product so we can explain the available options. Availability may change, and we cannot reserve another design or colour unless we confirm this in writing.
Damaged, faulty or incorrect products
What should I do if something arrives damaged?
Contact service@tangletug.com as soon as possible after delivery. Include your order number, a clear photograph of the product, a photograph of the outer packaging and a photograph of the shipping label.
Keep the product and all original packaging until we have reviewed the issue and provided instructions. Do not give a damaged product to your dog.
What should I do if I received the wrong product?
Email us with your order number and photographs showing the product received, including its label and packaging. We will review the information and advise you of the next step.
Is damage from chewing considered a fault?
Not necessarily. No pet toy is indestructible, and its useful life depends on the dog, the intensity of play and the type of use.
Damage caused by ordinary chewing, pulling, scratching, biting or continued use after wear becomes visible may not be a manufacturing fault. If you believe the product was defective when delivered, contact us with clear photographs and a description of what happened.
Choosing the right toy
How do I choose an appropriate toy?
Consider your dog’s size, age, strength, health, chewing habits and preferred play style. Review all available measurements and product information before ordering.
The toy should be large enough that your dog cannot swallow it or lodge it in the mouth or throat. Product photographs should not be used as the only guide to scale.
Which toy is best for my dog?
- Plush toys: best suited to gentle indoor play, carrying, light tossing and supervised cuddling.
- Rope and knot toys: suited to supervised tugging, carrying, tossing and retrieving.
- Textured balls and shapes: suited to supervised chewing, rolling, chasing and fetching, depending on the individual product.
- Rings: offer an open gripping point for supervised tugging, carrying and retrieving.
- Flying discs: intended for supervised outdoor or open-space toss-and-fetch play.
These are general guidelines. Always review the individual product description and supervise use.
Can you recommend a toy?
Contact service@tangletug.com with the full product name, your dog’s approximate size and age, whether your dog is a gentle, moderate or powerful chewer, and the type of play your dog prefers.
We can provide the product information available to us, but we cannot guarantee that a particular toy will be suitable for every individual dog.
Are TangleTug toys suitable for powerful chewers?
Suitability depends on the individual product and dog. Plush toys and rope toys may be damaged quickly by dogs that chew aggressively or attempt to dismantle toys.
No TangleTug toy should be treated as indestructible. Supervise every play session and remove the toy immediately if it begins to tear, fray, crack or break apart.
Are these toys suitable for puppies or senior dogs?
A puppy or senior dog may have different dental, strength and mobility needs. Choose a toy appropriate for the individual dog and avoid products that are too hard, heavy, small or difficult to grip.
If your dog has dental problems, mobility limitations or another medical condition, consult a veterinarian before selecting a toy.
Safe play
Do I need to supervise my dog?
Yes. All TangleTug toys must be used under responsible adult supervision.
Remove all packaging, labels, ties and fasteners before use. Do not allow your dog to swallow fabric, filling, rope fibres, tassels, fragments or other parts of a toy.
How often should I inspect the toy?
Inspect the toy before and after every play session. Check all surfaces, stitching, seams, knots, loops, tassels, openings and edges.
When should I replace the toy?
Stop use and dispose of the toy if you notice torn fabric, open stitching, exposed filling, heavy fraying, loose fibres, damaged knots, cracks, punctures, sharp edges, missing pieces or any part small enough to swallow.
What should I do if my dog swallows part of a toy?
Remove the remaining toy and seek veterinary assistance promptly. Contact a veterinarian immediately if your dog experiences choking, vomiting, breathing difficulty, unusual behaviour or other concerning symptoms.
Can children play with these toys?
No. TangleTug products are intended for pets and are not children’s toys. Keep the products, packaging and detached components away from young children.
Products and colours
Will the colour look exactly the same as it does on screen?
We aim to present product colours accurately. However, appearance may vary because of photography, lighting and individual screen settings.
Will every product look identical?
Small variations in stitching, texture, weave, colour placement, shape or finish may occur. These minor variations do not necessarily indicate a fault.
What materials are used?
Materials and construction vary between products. Review the description and any material information provided on the individual product page, packaging or label.
Do the toys contain a squeaker?
Features vary between products. A toy should be assumed to contain only the features expressly stated in its product description. Contact us before ordering if you need confirmation about a particular product.
Product care
How should I clean a TangleTug toy?
Always follow any product-specific instructions on the product page, packaging or label.
Unless otherwise stated, surface clean the toy with a clean damp cloth and a small amount of mild, pet-safe detergent. Remove all cleaning residue and allow the toy to dry completely before returning it to your dog.
Can I put the toy in a washing machine or dishwasher?
Do not machine wash, tumble dry, boil or place a toy in a dishwasher unless its specific care instructions expressly permit that method.
High heat and unsuitable washing methods may damage fabric, filling, rope, stitching, shape or textured surfaces.
How should I clean a rope toy?
Remove loose dirt with a soft brush or clean cloth. If damp cleaning is permitted, use a small amount of mild, pet-safe detergent, rinse away all residue and allow the toy to dry thoroughly.
Thick knots and braided sections may remain damp after the surface feels dry, so allow additional drying time.
How should I store the toy?
Store toys clean and dry in a ventilated place, away from excessive heat, open flame, moisture, household chemicals and direct sunlight.
Do not place a damp toy in a sealed container. Trapped moisture may cause odour, deterioration or mould.
Still need help?
Contact service@tangletug.com and include as much relevant information as possible.
TangleTug
Email: service@tangletug.com
Telephone: (852) 2544 1503
Company: KUNG KAI HONG COMPANY LIMITED
Registered Business Address:
G/F ON WING BLDG 59 BONHAM STRAND EAST SHEUNG WAN HONG KONG SAR
Additional information is available in our Return & Refund Policy, Shipping Policy and Terms of Service.