The care behind every romp
Good play.
A clear promise.
A pet toy should come with clear information and a straightforward next step when you need help. Here is what MossRomp’s care programs mean for you.
Talk to MossRompYour care at a glance
7-day returns
Request a return for any reason within 7 calendar days of delivery. We cover approved return shipping. After receipt and checks, the product amount paid is refunded to the original payment method.
See how our promise works10-day chew replacement
Chewed apart through normal supervised play within 10 calendar days of delivery? Return the damaged ball as instructed. After receipt and checks, we send a new ball and cover approved return and replacement shipping. Intentional damage is excluded.
See how our promise worksFive old balls. One new toy.
After the 10-day cover, return five eligible damaged MossRomp balls for one same-model or future available toy at no product charge. You pay to return the old balls; we pay shipping for your new toy. Intentional damage is excluded.
See how our promise worksThe 7-day and 10-day periods begin on delivery and use calendar days. Contact us before posting any return.
Know your next step.
Three different programs, with the costs and return requirements side by side.
Swipe to compare all columns.
| Program | What happens next | Return shipping | Replacement shipping |
|---|---|---|---|
| 7-day returns | Return the ball and charger as instructed. After receipt and checks, the product amount paid is refunded to the original payment method. | MossRomp covers approved shipping | Not applicable to an ordinary refund |
| 10-day chew replacement | Return the damaged ball. After receipt and checks, we send one replacement at no product charge. | MossRomp covers approved shipping | MossRomp covers approved shipping |
| Five old balls. One new toy. | Return five eligible damaged balls. After receipt and checks, choose one same-model or future available toy at no product charge. | You cover shipping for the five old balls | MossRomp covers approved shipping |
People behind the promise
Tell us. We will guide the next step.
Get in touch
Use the contact form with your order number or purchase details, chosen color and what happened. Tell us if you have a photo to share.
Get instructions
We review your request and confirm the applicable return instructions. Please contact us before sending a parcel.
Send the right items
Follow the instructions for your program: the ordinary return, one damaged ball or five eligible damaged balls.
Receive the next step
After receipt and checks, we arrange the applicable refund or replacement. Refund processing time can vary by payment method.
A little clarity before checkout
Know the ball.
Choose the right fit.
Big Ball is 3.35 in / 8.5 cm across, with a chew-resistant eTPU shell. Each unit includes one ball in Orange or Blue and a charger. Choose a size that fits your dog’s mouth and play style.
Supervise every session, inspect the ball before and after play, and stop using or charging a damaged ball. Chew-resistant does not mean indestructible.
Read the play & care guide ↗
Business location
Focused on pet toys.
Here for their people.
MossRomp focuses on pet toys. Our founder’s experience with swallowed toy fragments shaped the brand’s attention to materials, supervised play and aftercare.
Meet the brand behind Big Ball ↗A return route with purpose.
We arrange material handling for returned MossRomp balls. Our five-ball take-back program gives eligible damaged toys a clear return route, with the costs explained before you take part.
Meet eTPU ↗Full replacement & shipping terms
The summaries above explain the main steps. Read the full terms and linked policies before making a return request.
10-Day Chew Replacement
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.
Five old balls. One new toy.
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.
How to take part
- Contact us with your order number or purchase details. Choose chew replacement or five-ball exchange in the contact form.
- Tell us what happened and include a photo or say that you have one. We will explain how to share it and confirm return instructions.
- Return the damaged ball under the 10-day cover, or five damaged MossRomp balls under the take-back exchange.
- After receipt and checks, we arrange the applicable replacement. In the five-ball exchange, choose the same model or a future toy when available, at no product charge.
Who pays shipping?
MossRomp covers shipping for ordinary 30-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.
Ordinary returns and order issues
Ordinary 30-day returns for any reason remain available. Damaged, faulty or incorrect orders are reviewed separately from the five-ball program. See our return and refund policy for the full terms.
Contact MossRomp before sending a parcel. These programs do not limit consumer rights that apply by law.
A question is a good place to start.
For fit, charging care, delivery or a damaged ball, tell us what you need. Order help also explains how to reach your order status and choose a support route.