Shipping Policy
Last updated 17 May 2026
This policy explains where we ship, what shipping costs, how long delivery normally takes and what happens when an order is delayed, lost or damaged.
TangleTug is operated by KUNG KAI HONG COMPANY LIMITED, G/F ON WING BLDG, 59 BONHAM STRAND EAST, SHEUNG WAN, HONG KONG SAR.
Processing time
Orders are normally packed and dispatched within 1–2 business days after being placed and payment has been confirmed.
Business days are Monday to Friday and exclude Hong Kong public holidays. Orders placed on weekends or public holidays will begin processing on the next business day.
You will receive a tracking number by email after your parcel has been handed to the carrier.
Rates and delivery times
| Destination | Service | Cost | Typical transit after dispatch |
|---|---|---|---|
| United States | Standard, tracked | Free | 7–12 business days |
| United States | Expedited, tracked | US$24.99 | 3–6 business days |
| Rest of world | Standard, tracked | US$19.99 | 10–16 business days |
The shipping methods and charges available for your order are displayed during checkout. If the information shown at checkout differs from the table above, the checkout information will apply.
Transit times are estimates based on normal carrier performance and are not guaranteed. Customs inspections, seasonal demand, severe weather, local delivery conditions and other circumstances outside our reasonable control may increase delivery time.
Delivery estimates begin when the parcel is dispatched, not when the order is placed.
Where we ship
We currently ship to the United States, Canada, most of Europe, the United Kingdom, Australia, New Zealand, Japan, South Korea, Singapore, Malaysia, Israel and the United Arab Emirates.
If your country or region is not available during checkout, we are not currently able to ship there.
We do not normally ship to PO boxes, parcel-forwarding services, freight forwarders or addresses subject to active sanctions or legal restrictions.
Duties and taxes
Orders delivered to the United States are shipped delivered-duty-paid where this is expressly confirmed during checkout. In that case, the amount shown during checkout includes the applicable import charges collected for the order.
For other destinations, import duties, VAT, GST, customs clearance fees and carrier handling charges may apply. Unless checkout expressly states that these charges are included, they are the customer’s responsibility and must be paid directly to the carrier, customs authority or relevant government agency.
We cannot calculate or quote every possible import charge in advance. We cannot mark an order as a gift or declare a value lower than its actual transaction value.
If a parcel is refused because the customer does not wish to pay applicable import charges, it may be treated as a return. Where permitted by law, outbound shipping costs, return shipping costs, customs charges and carrier handling fees may be deducted from the refund.
Tracking
Every order is shipped using a tracked service where tracking is available for the destination.
Tracking scans may stop updating temporarily while a parcel is travelling between international processing centres or awaiting customs clearance. This does not necessarily mean that the parcel has been lost.
If tracking has not updated for 10 business days, contact service@tangletug.com with your order number and tracking number. We will contact the carrier where appropriate.
Incorrect addresses
Please check your delivery name, street address, apartment or unit number, city, region, postal code and country carefully before completing checkout.
If you notice a mistake, contact service@tangletug.com immediately and include your order number and corrected address.
If the order has not entered processing or been dispatched, we will try to correct the address. We cannot guarantee that an address can be changed after an order has been submitted.
Once a parcel has been dispatched, we cannot normally redirect or cancel it.
If a parcel is returned because the delivery address was incorrect, incomplete or undeliverable, we can arrange reshipment after receiving and inspecting the parcel. The customer will normally be responsible for the additional shipping charge.
Lost or damaged parcels
Please inspect your parcel and products shortly after delivery.
If a parcel is confirmed as lost by the carrier, we will offer an appropriate remedy, which may include a replacement or refund. Replacements are subject to product availability.
If a product arrives damaged, contact service@tangletug.com within 14 days of delivery and provide:
- Your order number
- The name of the affected product
- A description of the damage
- Clear photographs of the complete product
- Close-up photographs of the damaged area
- A photograph of the shipping label
- Photographs of the outer and inner packaging
For plush, rope, rubber, textured or multi-component dog toys, please photograph the complete toy and any torn, crushed, detached or missing component.
Keep the product and all original packaging until we have reviewed the claim and provided instructions.
If the damage is verified, we will offer an appropriate remedy, which may include a replacement or refund. We will not ask you to return a confirmed damaged product at your own cost without first providing instructions.
Parcels marked delivered but not received
If tracking shows that a parcel has been delivered but you cannot locate it, first check all entrances, porches, gates, mail areas and other safe locations.
Ask household members, building staff and immediate neighbours. Also check whether the carrier provided a delivery photograph or safe-place notice.
Carriers occasionally mark parcels as delivered shortly before completing the physical delivery. Please allow up to 48 hours after the first delivery scan.
If the parcel still cannot be located after 48 hours, contact service@tangletug.com. We will review the tracking information and open an investigation with the carrier where appropriate.
If the carrier confirms that the parcel was lost or misdelivered, we will offer an appropriate remedy, which may include a replacement or refund.
Split shipments
Products in the same order may occasionally be dispatched in separate parcels because of product availability, parcel size, warehouse location or carrier restrictions.
Split shipments will not result in an additional shipping charge unless this was clearly disclosed and accepted during checkout.
You will receive separate tracking information for each parcel where tracking is available.
Returns
Eligible products may normally be returned within 30 days of delivery, subject to the conditions and exclusions in our Return & Refund Policy.
Contact service@tangletug.com before returning a product. Do not send returns to our registered business address unless our customer service team has specifically confirmed that address in writing.
Products that have been used by a pet, chewed, torn, stained, washed, altered or damaged after delivery may not qualify for a change-of-mind return.
This does not affect mandatory rights relating to products that arrived faulty, damaged, incorrectly supplied or materially different from their description.
Contact
Shipping questions may be sent to service@tangletug.com. We normally respond within one business day, Monday to Friday, excluding Hong Kong public holidays.
Store / Brand:
TangleTug
Operated by:
KUNG KAI HONG COMPANY LIMITED
Registered Business Address:
G/F ON WING BLDG
59 BONHAM STRAND EAST
SHEUNG WAN
HONG KONG SAR
Email:
service@tangletug.com
Telephone:
(852) 2544 1503
TangleTug is operated by KUNG KAI HONG COMPANY LIMITED, Hong Kong SAR.