KONG Signature Rope 22" Double Tug

📦 Next Day Despatch on UK Orders placed before Midnight

Please Note: Orders are despatched the next working day. (Monday-Saturday excluding public holidays)

🚚 UK Delivery Details:

✅ Parcels: Up to 11.99kg – £3.99

✅ Parcels: Over 12kg – FREE

Estimated Delivery Time: All parcels are despatched using Royal Mail Tracked 48.

Deliveries to Northern Ireland, Scottish Highlands or Islands may take longer to arrive, which we are sure you will be aware of.

⏰ Delivery Process:

1. Order Processing: Orders placed before midnight are despatched the next working day.

2. Tracking Updates: You'll receive an email/text with tracking information once your parcel is despatched.

3. Delivery Options: If you’re not home, the Royal Mail may attempt to leave your delivery in a safe place or with a neighbour.

4. The Royal Mail may leave a card with instructions for redelivery or collection. Please follow their guidance to arrange redelivery at your convenience.

Thank you for your understanding. If you have any questions, we're here to help! 😊

📦 UK Returns Policy

🕒 14 Day Return Window

▪️ Returns accepted within 14 days of delivery only

▪️ Example: Item delivered on the 1st can be returned until the 15th

📞 How to Initiate a Return

1. Use our "Contact Us" page

2. Receive confirmation email within 48 hours

3. Return instructions will be provided, and you can arrange delivery back to us via your chosen courier service

📸 Condition of Returns

▪️ All items must be unused, unopened, in original packaging

▪️ Tags and security seals must be intact

▪️ We'll inspect all items upon receipt and verify their condition

💷 Return Costs

▪️FREE Returns on all KONG products

▪️Defective items: Free exchange (photo evidence required)

▪️All other items: Returns are at the customer's expense. Initial delivery costs are non-refundable

🚫 Important Notes

▪️Please Note: All Food Items are Non-Refundable 

▪️Returns must be sent to the address provided in the return confirmation email

▪️ We are unable to accept returns sent without prior confirmation

▪️ For efficiency, please ensure the package is securely packed to prevent damage in transit

♻️ Non-Defective Returns

1. Request via "Contact Us" page

2. Send your return to us using a tracked courier service within 14 days

3. Inspection will be conducted upon receipt

4. Refund processed within 24 hours if all conditions are met (minus initial delivery cost and a processing fee of 5%)

5. Please Note: All Food Items are Non-Refundable

🛠️ Faulty/Damaged Items

1. Report via "Contact Us" with clear photos within 48 hours of delivery

2. If the fault is confirmed, a free exchange will be provided

We're here to help! If you have any questions about our returns process, please don't hesitate to ask. 😊 

🚚 Our Stock Management

▪️ We maintain our own inventory

▪️ We also work with two wholesalers

📦 Occasional Stock Issues

▪️ Despite our best efforts, items may sometimes be unavailable

▪️ This is rare, but it can happen (and it annoys us more than you!)

📧 Our Promise to You If an item is out of stock:

1. We'll email you as soon as possible (always the same/next day)

2. We'll provide an estimated availability date, when possible

3. You can then decide how to proceed with your order from the options provided

💡 Why This Happens

▪️ Due to our multi source inventory system, real time stock updates for every item on our website aren't always possible

▪️ We're continuously working to improve this

Rest assured, we're committed to delivering your order as quickly and efficiently as possible. If you have any questions, please don't hesitate to contact us! 😊