Shipping & Returns
Orders & Shipping
Order Processing
Once your order has been placed, you will receive an email order confirmation from us to let you know that we have got your order. Please allow 24-48 hours to process your order.
Once your order has been processed we will then email with your delivery details.
UK Shipping
Orders are shipped via Royal Mail tracked 48®. Any orders placed before 2pm are normally dispatched the same working day. Royal Mail deliveries are typically made Monday to Saturday except for seasonal and bank holidays.
Digital Orders
Digital products and downloads are delivered immediately after your order has completed via email. Digital orders can also be found in your downloads section of your account.
International Shipping
We currently don’t deliver outside of the UK but we will be adding international shipping very soon! Please sign up to our mailing list below for updates.
Roolo® Guarantee
Roolo® 1 Year Guarantee – We stand behind the quality of the Roolo® and want you and your dog to love it! If your Roolo® arrives with a manufacturing defect, we’ll replace it free of charge.
This guarantee covers defects in materials or workmanship but does not cover general wear and tear or damage caused by chewing, biting, or misuse. We designed the Roolo® to be tough, but no dog toy is indestructible! If your Roolo® has a defect, contact us within 1 year of purchase with proof of purchase and photos, and we’ll make it right.
Important Details:
- Guarantee is valid only for purchases or replacements from play9.co.uk only.
- Proof of purchase is required to claim the guarantee.
What Is Covered
- Manufacturing defects in materials and workmanship.
- Manufacturing issues that arise during normal use within the guarantee period.
What Is Not Covered
- Damage resulting from heavy chewing, misuse, or abuse.
- Normal wear and tear, including minor scuffs or discoloration.
- Products not purchased from play9.co.uk. For purchases from other retailers, please contact them directly.
- Incidents outside the scope of intended use, as the Roolo® is not designed to function as a chew toy.
Returns Policy
Managing your return
To ensure that your request is processed as quickly as possible, please follow the procedures below:
Please contact us with your order details and reason for refunding or requiring a replacement. We will then contact you with instructions to progress your returns request.
If you have any further questions, please don’t hesitate to contact us.
We’ve put in all of our efforts to make sure you and your dog/s will be super happy with your Play9 purchase, but if for any reason you are dissatisfied with your order then you can opt for a replacement or full refund by following the below steps. We’ll even cover the return cost as a gesture of goodwill.
Please note, to qualify for a replacement or refund your item/s must be:
- With an original proof of purchase
- In an unused, resellable condition*
- Returned within 30 days of purchase**
* Resellable condition counts as unopened from original packaging, no scuffs, marks, scratches, puncture wounds, smells, food inside or similar and will be dealt with on case by case basis.
** Any purchases ordered via our website in December that have been gifted for Christmas, will be able to return up until 31st January.
For any Play9 products purchased from other retailers, please return them directly to the original place of purchase in accordance with that retailer’s return policy.
Gifts
If your purchase was for a gift then the recipient must return via the original purchaser in line with the above policy.
Damaged Goods
In the event that your order arrives damaged in any way, please contact us as soon as possible. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Digital Products
Please note that, due to the nature of our digital products, we are unable to facilitate refunds for digital orders. This policy is in effect because digital content is immediately accessible upon purchase. We appreciate your understanding of this policy, which is in place to maintain and protect the integrity of our digital offerings.
