Welcome to Deals Dog Tug Toy Store’s FAQ page! We’ve compiled answers to common questions about our products, shipping, returns and more. If you can’t find what you’re looking for, our Norwich-based team is always happy to help at [email protected].

About Our Store

What kind of products do you sell?
We’re passionate about everything dogs need for play, health and happiness! Our range includes:
  • Fun toys (tug toys, fetch toys, puzzle toys and plush companions)
  • Nutrition essentials (dry food, raw food, treats and supplements)
  • Practical gear (bowls, feeders, dental care and first aid)
  • And special items to make dog parenting easier
Every product is selected with the same care we’d want for our own furry friends!
Where is your store located?
Our warehouse is at 5 Plumstead Road, Norwich, GB NR6H 7RB. While we don’t have a physical shopfront, we welcome all enquiries via email – we’re a small team with big love for dogs!

Ordering & Account Questions

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All payments are processed securely – we never store your full payment details.
How do I track my order?
Once your order ships, we’ll send tracking information to your email. For:
  • Standard Shipping: Use the DHL/FedEx tracking number on their websites
  • Free Shipping: Track via EMS’s portal
If your tracking hasn’t updated after 3 business days, give us a woof at [email protected]!

Shipping & Delivery

What are your shipping options?
We offer two tail-wagging services:
  1. Standard Shipping (£12.95): Faster than a greyhound! Delivered in 10-15 days via DHL/FedEx after 1-2 day processing.
  2. Free Shipping: For orders over £50, delivered in 15-25 days via EMS. Perfect for planning ahead!
Note: We currently can’t ship to some remote areas (including parts of Asia).
Why does processing take 1-2 days?
Because every item gets the VIP (Very Important Puppy) treatment! Our team:
  • Hand-picks each product
  • Conducts quality checks (we tug-test toys!)
  • Packages with chew-proof, eco-friendly materials
  • Sometimes sneaks in free samples (shh!)
Good things come to dogs who wait (just a little while)!

Returns & Exchanges

What’s your return policy?
We offer a 15-day return window from delivery date. If a product doesn’t make your dog’s tail wag:
  1. Email us at [email protected] within 15 days
  2. Include your order number and reason for return
  3. We’ll provide return instructions
Note: Return shipping costs are the customer’s responsibility unless the item is faulty.
What if my dog destroys a toy immediately?
While our toys are durability-tested, some super-chewers could challenge a tank! For toughness, we recommend our “Tough & Chew” range. If a product fails unreasonably quickly, email us with photos – we’ll work something out!

Product Questions

How do I choose the right toy for my dog?
Consider your dog’s:
  • Play style: Chaser? Tugger? Thinker? We’ve got categories for each!
  • Size: Big dogs need sturdier toys
  • Chewing strength: From gentle nibblers to power chewers
Need help? Email us about your pup – we love giving personalized recommendations!
Are your dental products vet-approved?
All our healthcare products meet UK/EU safety standards. For specific medical concerns, we always recommend consulting your vet first – we’re product experts, not medical professionals!

Still Have Questions?

Our small but mighty team in Norwich is ready to help! Email [email protected] and we’ll respond faster than a Jack Russell chasing a squirrel (typically within 24 hours).

Happy playing from all of us at Deals Dog Tug Toy Store! 🐾