Tug Toy for Medium & Large Dogs

At our store, we’re committed to delivering your order quickly and efficiently—no matter where you are in the world.

🛠 Processing Time

All items are in stock and ready to ship. However, please note that some products require handmade craftsmanship. Because of this, our standard processing time is 2–5 business days before shipment.

🚚 Delivery Time

We offer two shipping options to fit your needs:

• Standard Shipping:
  Estimated delivery within 10–20 business days (time may vary by region).
• Express Shipping:
  Estimated delivery within 7–15 business days for faster service.

💲 Shipping Costs

• FREE standard shipping on all orders over $89.
• Orders below this amount may incur a standard shipping fee (calculated at checkout).

📍 Order Tracking

Every order comes with a tracking number, so you can monitor your package every step of the way.

No matter where you're located, our mission is to offer reliable, efficient, and high-quality shipping services. We serve customers around the globe every day and strive to ensure your shopping experience is smooth and satisfying.

If you have any questions, our support team is always here to help!

Scope

• You may request a return or exchange within 30 days of delivery.
• Items must be brand new and unused, with original packaging and all accessories intact (including bowl stand, silicone anti-slip ring, instructions/store label, gifts, inner tray/foam, etc.). Sets must be returned in full.

Hygiene & Use Notes

• For food-contact safety and hygiene reasons, once the item has contacted food/drinking water/pet mouth or nose, has been washed, or the label/seal has been removed or torn, it is deemed used and is not eligible for return/exchange (except for quality issues).
• You may conduct an external visual inspection only without washing/trying the product so as not to affect return eligibility.

No Public Return Address

• The return address is provided only after email review and approval; unauthorized parcels will be refused.
• Contact: support@nokaaurorastone.com

Fees & Responsibility

• Damaged on arrival / wrong item shipped / quality defects: We cover round-trip shipping; a replacement or refund will be provided.
• Subjective reasons (size/height not suitable, dislike of color/style, order mistake): Return shipping is at your cost; original shipping charges are non-refundable.
• For cross-border orders, duties/import taxes are the recipient’s responsibility and not refundable.
• No COD (cash on delivery); if the carrier charges any fees, such fees will be deducted from your refund.

Non-returnable Items

• Requests made after 30 days; unauthorized returns;
• Items that are used or washed, or show stains/scratches/odors, or are missing parts/original packaging;
• Free gifts, gift cards, and items marked “Final Sale.”

How to Apply

• Email request: Send your order number, issue details, and photos/video (for damage, include outer box, inner padding, and shipping label) to support@nokaaurorastone.com.
• Review & authorization: We will email you the return reference number and the return address.
• Ship back: Within 7 days, ship to the address provided by customer service and include your order number inside the parcel. COD packages will be refused.
• Inspection & processing: Within 3–7 business days after delivery to our facility, we will issue a refund (to the original payment method) or arrange an exchange.

Damaged on Arrival (DOA)

• Please submit evidence within 48 hours (product, inner/outer packaging, and shipping label) so we can quickly process a replacement or refund.

Ceramic / Hand-Glaze Notes (for ceramic bowls)

• Slight color variance and minor glaze dots/bubbles/handcraft marks (not affecting use and not located on the rim contact area) are normal features of the craft.
• A size tolerance of approximately ±3% is normal; exceeding this range or affecting function will be treated as a quality issue.

Packaging & Shipping (Return Essentials)

• Use the original packaging and inner padding, plus extra cushioning; avoid bare packaging or soft poly-mailers.
• Loss or damage during return transit is the sender’s or carrier’s responsibility; we recommend purchasing insurance and keeping photo records throughout.

Exchange Method

• To secure inventory, we recommend “return for refund, then place a new order.” If you prefer a direct exchange, please state the desired spec/ color/ set in your email.

Pre-Purchase Checklist (Please Confirm Before Ordering)

• Ensure rim diameter/bowl depth/height suit your pet’s size and eating habits (fast swallowers benefit from deeper slow-feed patterns and stronger anti-slip).
• Material preference: ceramic (stable, easy to clean) / stainless steel (durable, dries easily) / silicone (soft touch; keep away from high heat).
• Whether you need a non-slip ring/stand/double-bowl set; minor color variance due to display differences is normal.
• Choose expedited shipping if this is a gift or time-sensitive.
• As a food-contact product, please confirm details carefully before ordering to protect the experience of other pet families.

💬 Need Help?

For any return, exchange, or refund inquiries, please reach us at:
📧 support@nokaaurorastone.com

We’re here to assist you! 🐾