If your order has been shipped using a tracked mail service your tracking number and details of which delivery service have been used will be included with your shipment confirmation email.
If your order was sent using a non tracked mail service or you have been unable to locate your shipment using the tracking information please get in touch with us by emailing email@example.com
Just so you know we need to wait the following timescales before we can issue a replacement whether the shipment was sent tracked or untracked.
5 working days for orders sent to a UK address
20 working days for orders sent to a European address
25 working days for orders sent to all other destinations
Once the above timescales have passed we will firstly ask you to confirm the shipping address and then raise an investigation with the shipping provider, this can take 5 working days to complete. If they are unable to locate your shipment or provide any further tracking information we will arrange for a replacement to be dispatched.
We may require you to complete a declaration of non receipt to help support our shipping provider compensation claim.
Our 30 day money back promise starts 2 working days after your order is dispatched to a UK address or 5 working days for orders dispatched outside the UK. Please notify us of your return prior to sending any items back by using our returns centre, you'll need your order number and the email address you used to place your order. If you do not have this to hand or you purchased your product from a Tug-E-Nuff Dog Gear stockist please email us on firstname.lastname@example.org.
Items returned from within the UK are free provided they are returned using our free post address, this will be provided once we have reviewed your returns request.
Unfortunately customers returning items from outside the UK must bear the cost of the return postage, unless the item is faulty. In such cases Tug-E-Nuff Dog Gear will refund the cost of the return (proof of cost may be required).
Where an exchange is requested you will not be required to pay a delivery charge for the dispatch of your replacement item. Should a replacement item be out of stock we will contact you with an estimated delivery timescale at which point you may opt for a refund. Exchanges will only be dispatched upon payment of the difference and/or the return of the unwanted item where applicable.
Where a refund is requested we will refund the original delivery cost if all items from the original order are being returned. Should you be returning part of an order the original delivery cost will not be refunded.
All refunds will be credited to the original payment method and can take up to 5 working days to show on your statement.
Just so you know perishable items such as treats, items sold as factory second and custom made items are excluded from our extended money back promise. Your statutory rights are not affected and if you had a problem with any of these products please email us on email@example.com.
Where a product is believed to be faulty the same conditions as above apply. However we will consider refunds or exchanges past the 30 day promise period. We will generally ask you to provide a photograph or ask you to return the faulty item so we can assess how the damage has occurred before a refund or exchange is offered.
Tug-E-Nuff Dog Gear branded products bought from one of our stockists can be returned to us for an exchange or store credit (in the form of a gift card) if the product is deemed to be faulty only. Should you wish to return an item bought from a stockist for any other reason you must contact the stockist in the first instance. The exchange or store credit will be to the value of the same or equivalent item for sale on our website at the time of contacting us.
What our customers think about our products and website is super important to us. This information not only helps us develop better products it helps potential customers make an informed choice before purchase.
Review Request Email
Around 2 weeks after we dispatch your order we'll send you a review request email. This email will ask you to review either your most recent purchase with a 1 - 5 star rating and your comments about the product and experience.
Most email service providers will allow you to submit your review from within the email we send you making the review process quick and simple. Just remember to click the yellow 'Post' button.
If your order contained more than one item you'll be able to leave a review for these items once you have submitted your first review.
If you no longer wish to receive product review request emails from us you can unsubscribe by clicking the 'Unsubscribe' link at the button of the email. Just so you know clicking this link only removes your email address from receiving any future review request emails, you may still receive other marketing or transactional emails from us.
In most cases your review will be visible on the page of the product you reviewed immediately. However there are a few exceptions to this;
If you awarded less than 4 stars - this is to allow us time to investigate your review and offer any assistance that you might need before publishing your review. We aim to moderate all reviews within 2 working days but during busy periods that may take up to 30 days. Your review will be published provided it meets the other criteria set below.
Your review may have been blocked by the inappropriate language filter, in most cases these will be unblocked within 2 working days. The filter is quite sensitive and in most cases will be blocked due to an alternative meaning to a word used.
We may decide not to publish, or unpublish your review if we feel it contains any inappropriate messages or language not picked up by the language filter or if your review comments are not connected with the product you have reviewed.
The star rating giving for every review is used to calculate our Google seller rating regardless of whether it is published or unpublished from our website.
If your review is not displayed after 30 working days and you would like to find out why please get in touch with us by emailing firstname.lastname@example.org and we'll investigate this for you.
Collecting Tug Club Reward Points
We will award 50 Tug Club Reward points for each qualifying product review you leave limited to 3 reviews in a 30 day period. A qualifying review will have been submitted following a review request email received from us.
If you would like to change or add a new shipping or mailing address to your account you can do this by logging into your account by clicking here. Once logged in click on the 'View Address' button to managed your stored addresses.
To update your name or email address used to log into your account please get in touch by emailing email@example.com with your existing account email address and any changes to your name or email address you would like us to make. We'll make the changes as soon as possible and confirm by return email.
If you would like to close your account please let us know by emailing firstname.lastname@example.org. Just so you know if you close your account you will use any unredeemed Tug Club Reward points.
You can unsubscribe from our mailing list by clicking on an unsubscribe link at the bottom of any promotional email you receive.
Just so you know we may still send you transactional emails concerning any current orders such as shipment confirmation emails.
You may also receive emails from our review partner YotPo following purchases and emails concerning your Tug Club Rewards account - these services use a separate email list which is not linked to our main email mailing list. You can unsubscribe from these emails separately by clicking in the unsubscribe link at the bottom of these emails.
Firstly thanks for leaving us a review. We are committed to displaying all customer reviews regardless of the star rating or comments made.
Your review may not be displayed immediately if you have awarded less than 4 stars, this is to allow us time to investigate your review and offer any assistance that you might need. We aim to moderate and publish all reviews within 2 working days but during busy periods that could take up to 30 working days.
Your review may have been blocked by the inappropriate language filter, in most cases these will be unblocked within a 2 working days. The filter is quite sensitive and in most cases will be blocked due to an alternative meaning to a word used.
We may also choose not to publish your review if we feel it does not relate to the product you have reviewed or is offensive. However all reviews regardless of whether they are published or not count towards our Google seller rating.
You can find out more about how we deal with reviews by clicking here.
We have a small retail space within our manufacturing premises on Liverton Business Park in Exmouth.
You can collect an order placed online, browse a selection of our own branded products and complimentary products from other manufacturers. We also stock a wide range of Nutriment frozen raw food.
As we manufacture most of our own branded products to order if there is a particular product you would like purchase or look at it would be advisable to contact us before your visit so we can ensure we have it in stock.
We aim to resolve your complaint within 3 working days of receiving it. However, if it can’t be resolved on the same day please allow us a maximum of 14 working days to investigate and resolve the complaint.
All payments are processed in British Pounds (GBP). We allow the option to display Euros (EUR) & US Dollars (USD) this is an indication of the price you will pay in the selected currency. The final GBP price will be displayed on the checkout page.
Yes, all of our own branded products can be washed either by hand or if your item does not contain a squeaker on a low heat (max 30 degrees) woollen or delicates cycle in the washing machine. In either case use a small amount of non biological washing powder or liquid.
If your item contains a squeaker, submerging it into water could impair the squeaker and would suggest hand washing these with a damp cloth.
We would suggest you wash each product separately as some colour run may occur, especially in products containing black sheepskin.
Allow to dry, preferably hung up and not in contact with other garments or surfaces. If the product is made from real fur use a slicker brush to brush out the fur.
Our black sheepskin is dyed using a non toxic wool dye. The dye used is not colour fast, therefore if the sheepskin becomes wet please keep out of contact with other materials as some staining may occur. A non colour fast dye is used to ensure the sheepskin is free from harmful toxins.
Although it's not going to look brand new this should give a new lease of life to your tuggy and will certainly smell better :)
Some of our best sellers have been based on our customers own design ideas. So if you have a specific toy in mind just send us an email to email@example.com and we'll take a look.
From time to time we may have to suspend this service, but we'll always let you know.
Just so you know custom designed products are exempt from our extended 'We've Got You Covered' guarantee and you are unable to return unless deemed faulty. Discount codes can not be used against payment for custom designed products.
Most products bought direct from us come with our 30 day 'We've Got You Covered' money back promise. You can return a product if you are unsure of its suitability or if it fails to deliver the desired result within 30 days.
Visit our returns centre by clicking here to start a return.