I think the item I ordered has a faultUpdated 23 days ago

Please check your order as soon as it arrives and let us know right away if anything looks damaged. We make all our toys with care, skill and high‑quality materials, and faults are rare — but they can happen.

However, the following are not considered faults:

• Frayed handles (usually this is caused by a dog biting the handle rather than the bite area - something we advise against)

• Holes in hide (typically, this is caused by chewing/unsupervised use, which we also advise against)

• Small amounts of fur coming away (some shedding is normal on the first couple of plays. This is to be expected and will not affect your dog’s enjoyment of the toy or the results you will get)

• Damage resulting from normal wear and tear, chewing, or misuse.

If you believe your item has developed a genuine fault, please get in touch with a photo clearly showing the issue. You’ll be asked for a few details, photos, and your order number (or proof of purchase). Once we have that, we’ll review everything and get back to you.