Help & orders

Orders ship from the United States. Estimated delivery is 7–10 days; delivery times are estimates and may vary. See our shipping policy for the full details.

If you received a shipping confirmation with a tracking link, use that link for the latest carrier update. For a missing parcel, an address change or cancellation, contact us with your order number as soon as possible. A request does not itself confirm that an order has been changed or cancelled.

You may request a return for any reason within 7 calendar days of delivery. Contact us before sending back the ball and charger so we can confirm the correct address and arrange return shipping. Read our refund policy for the process.

MossRomp covers shipping for ordinary 7-day returns and approved 10-day chew replacements, including shipping for the replacement ball. For the five-ball exchange, you pay to return the old balls and MossRomp pays shipping for the new toy. Contact us before sending a parcel.

If Big Ball is chewed apart through normal supervised play within 10 calendar days of delivery, contact us with your order number and a photo or description. Return the damaged ball following our instructions; after it is received and checked, we send a replacement at no product charge. MossRomp covers the approved return and replacement shipping. Intentional damage is excluded. This cover provides a replacement, rather than a photo-only refund.

After the 10-day cover, collect five damaged MossRomp balls and contact us to arrange their return. Once the five eligible balls are received and checked, choose one replacement from the same model or any future MossRomp toy when available, at no product charge. You pay to return the five balls; we pay to ship the replacement. Damage from normal play is eligible; intentional damage is excluded.

Big Ball has a chew-resistant eTPU shell and measures 3.35 inches (8.5 cm) across. Choose a toy appropriate for your dog’s mouth and play style, and supervise every session. If you need help judging the fit, ask us before buying.

Why we chose eTPU, and how to care for the shell.

Your package contains one Big Ball in your selected color and a charger. Orange and Blue are separate color choices; two colors shown in a photo do not mean that two balls are included.

Big Ball recharges through a USB-C (Type-C) connection. Charging takes approximately 90 minutes, with up to 2 hours of play per charge. Actual charging time and runtime vary with conditions and use. Follow the supplied instructions for compatible power, controls and modes.

Only the removable outer shell can be washed. Switch off and remove the electrical core before washing the shell, following the supplied instructions. Keep the core, charging port and charger dry. Dry the shell fully before reassembly. Read the care guide.

Stop using or charging a damaged ball. Contact us with your order number, chosen color and a description of the issue. We will confirm the next steps and arrange any return shipping at our expense. Do not open or modify electrical parts.