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.

Returns Policy

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 in December that have been gifted for Christmas, will be able to return up until 31st January.


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.

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.

Play9 Ltd
Unit 6
Riverside Business Centre,
Brighton Road,
BN43 6RE

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