MossRomp / Here after the checkout

Order help.
A friendly next step.

Find your order, check delivery and choose the right support route. Keep your order number handy so we can help with the right purchase.

Your order, in one place

Track your order ↗

Looking for
your latest update?

Open the order-status link in your order confirmation or shipping email. Once a tracking number has been added to your shipment, the carrier link shows its latest available update.

View my orders ↗

Sign in with the email address used for your order. Your order-status email link is another way to reach the details.

  1. Find the confirmation.

    Search your inbox for MossRomp and check spam or promotions folders.

  2. Open your order status.

    Use the link in the email, or sign in to your customer account if available.

  3. Need a hand?

    For an address change, cancellation or missing parcel, contact us promptly. A request does not confirm a change or cancellation.

Choose the help you need

A clear place to start.

01 / Orders & delivery

Where is my order?

Delivery updates, a missing parcel, an address change or cancellation request.

02 / Ordinary returns

Changed your mind?

Request a return for any reason within 7 calendar days of delivery. We cover approved return shipping.

03 / Chew replacement

Chewed apart in 10 days?

Return the damaged ball as instructed for a free replacement after receipt and checks. Intentional damage is excluded.

04 / Five-ball exchange

Five old balls, one new toy.

After the 10-day cover, return five eligible damaged balls. You pay the return; we pay to send the new toy.

05 / A product problem

Something isn’t right?

Faults, damage on arrival or an incorrect item. Stop using a damaged ball and contact us.

06 / Getting acquainted

Your first little romp.

Product facts, supervised play, charging care and how to look after Big Ball.

Before sending anything back.

  1. Contact us with your order number, chosen color and what happened.
  2. Wait for our return instructions before posting a parcel.
  3. Return the required item or items. We arrange the applicable next step after receipt and checks.

For approved ordinary 7-day returns and 10-day chew replacements, MossRomp covers return shipping and any replacement shipment. For the five-ball exchange, you pay to return the five old balls; we pay shipping for the new toy.

Return & refund policy ↗Full exchange terms ↗Shipping policy ↗