FAQ

Frequently Asked Questions

📦 Orders & Shipping

How long does delivery take?
Orders are processed within 1–3 business days, and delivery typically takes 7–14 business days to the UK (8–15 for most other countries). You'll get a tracking number by email as soon as your order ships.

Where's my tracking information?
Tracking is emailed when your order ships. It can take 2–5 days for the first scan to appear while the carrier processes the parcel — that's normal.

My order is coming in separate parcels — is that right?
Yes! Multi-item orders sometimes ship separately so each item reaches you as fast as possible. There's no extra cost.

Can I change or cancel my order?
Contact us within 12 hours of ordering at hellopounceball@gmail.com and we'll change or cancel it. After that, your order is usually already processing.

🐾 Products

What if my cat or dog ignores the toy?
That's exactly what our 30-Day Happy Pet Guarantee is for. If your pet doesn't take to a toy within 30 days of delivery, contact us and we'll refund you.

How do I charge the PounceBall™ and other USB toys?
Each toy comes with a USB charging cable. A full charge takes around 1–2 hours and provides several play sessions. Never leave toys charging unattended overnight.

Are your toys safe for pets?
Our toys are made from pet-safe, non-toxic materials. As with any toy, we recommend supervising the first few play sessions and checking regularly for wear, replacing the toy if it becomes damaged.

What size should I choose?
Each product page includes size guidance. If you're between sizes or unsure, email us your pet's breed and weight and we'll recommend the right fit.

💷 Payments & Refunds

What payment methods do you accept?
All major debit and credit cards, plus the express payment options shown at checkout (such as PayPal, Apple Pay, and Google Pay where available).

When will I get my refund?
Approved refunds are issued to your original payment method within 5–10 business days.

📧 Contact

How do I reach you?
Email hellopounceball@gmail.com — we reply within 24 hours on business days and love hearing from you (photos of your pets with their new toys very welcome).