Refund policy

30-day money-back guarantee

If TugTough isn't working out for you or your dog, email us at ecommgeorgem@gmail.com within 30 days of delivery. Once we've verified the issue, we refund you in full and you keep the toy. No need to ship anything back.

How to claim it

Step one: email ecommgeorgem@gmail.com within 30 days of delivery with your order number, a short note on what went wrong, and a photo or short video that shows it (a frayed rope, a cord that won't spring back, a strap that doesn't fit your anchor, a dog that won't touch it, whatever the problem is). We can't process a refund without the photo or video.

Step two: we reply within 1 business day. If anything is unclear we may ask one or two follow-up questions.

Step three: once approved, your refund goes back to the original payment method within 5–10 business days. No restocking fee, no return label, nothing to mail.

What's covered

Any real problem with the toy, or with the fit for your dog, inside the first 30 days after delivery. Not covered: claims without a photo or video, damage from unsupervised use, and orders more than 30 days past delivery.

Damaged, missing or wrong items

If your order arrives damaged, incomplete or not as described, email us within 7 days of delivery with a photo and we'll send a replacement or a full refund, your choice, at no extra cost.

Cancellations

Orders can be cancelled for a full refund until they ship, usually within 1–2 business days of ordering. After that, the 30-day guarantee applies.

Questions? Email ecommgeorgem@gmail.com. Saelra is based in Mission, Texas, and we answer every email within 1 business day.