FREQUENTLY ASKED QUESTIONS
How To Clean Your KONG
1. Soak in warm water with dish soap to loosen leftovers.
2. Use a bottle brush, an old toothbrush, or a KONG brush to remove stubborn bits inside and rinse.
3. Or, wash in top rack of the dishwasher. Make sure to skip the drying cycle, as excess heat can damage the toy.
TIP: HAVE 3 KONGS ON HAND – ONE WITH THE DOG, ONE STUFFED KONG IN THE FREEZER, AND ONE IN THE DISHWASHER.
DELIVERIES
Online Shop Deliveries
We aim to despatch your order within 3 working days of payment. However, this may take longer during busy periods or holidays
Trade Account Deliveries
We will aim to get your order out to you within 3 to 5 working days.
Bulk Trade Account Deliveries
We will aim to get your order out to you within 5 to 7 working days.
RETURNS & REFUNDS
1. Please quote your order number and contact details in all correspondence.
2. Goods found to have been damaged on arrival should be returned immediately. You must inform us within two working days if the goods appear to have been damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. You will be reimbursed for postage and a full refund will be given.
3. We would aim to refund or re-credit any monies owed within 30 days.
4. Please inform us if the goods have not arrived after one month of dispatch. In the case of items sent via Royal Mail, claims can only be investigated 28 days after dispatch and must be made in writing within 40 days of dispatch.
5. If you have decided against a purchase, you may return any item at your expense within 10 working days of receipt. If the item is returned in a new and unused condition, in the original packaging and packaged with care to ensure it is not damaged in transit, you will be issued with a refund for the item. However, the cost of posting the item to you will be deducted from the refund unless you paid a postage fee with the original order.
6. If you would like to exchange an item it needs to be in a new and unused condition (including having the tags still attached) and packaged with care. It would need to be returned at your expense and we would require you to also cover the cost of sending the replacement.
7. Returned items which are not in a new or unused condition will not be credited unless they are faulty. All products are sold on the basis that they are suitable for the use described by the manufacturer.
8. Where a product has a security seal, a refund or exchange will not be given if the seal is broken.
9. No returns or refunds can be given on any food products.
10. Your rights to return goods are protected under the EU Distance Selling Directive which can be found at www.legislation.gov.uk/uksi/2000/2334/contents/made