Quick answers to common questions. Anything else? Visit our Contact Us page.
Before You Order
Q: What does Mascot Toys sell?
A: Toys for dogs and cats, from scratching posts to chew toys, updated regularly.
Q: Do product pages include full details?
A: Yes, description is available on each product page. If anything isn’t clear, feel free to reach out to our support team.
Q: Are the toys safe for aggressive chewers or scratchers?
A: This varies by product, so check the individual listing or ask us if you’re unsure.
Orders & Shipping
Q: Where do you deliver?
A: UK only, for now.
Q: What’s the shipping cost?
A: A flat £7.99 on every order.
Q: How long does delivery take?
A: 1 to 2 days processing, then 2 to 5 days transit. Most orders arrive in 3 to 7 working days.
Q: Is there an order cut off time?
A: Yes, 3:00 PM UK time on working days.
Q: Can I track my order?
A: Yes, on our Track Your Order page once it ships.
Q: Can I change or cancel my order?
A: Yes, if it hasn’t entered fulfillment yet.
Returns & Refunds
Q: Can I return an item?
A: Yes, within 30 days, if it meets our Return Policy conditions.
Q: Are sale items returnable?
A: No, sale items are final sale unless faulty, damaged, or incorrect.
Q: Who pays return shipping?
A: If the product arrived damaged, is faulty or defective, or is not the item you ordered, we cover the return postage. Contact us and we will email you a prepaid returns label, so you are not out of pocket for a mistake that was ours. If you have already paid to post a faulty watch back before contacting us, send us the receipt and we will refund that postage alongside your order.
If you are returning simply because you changed your mind, the return postage is yours to cover. You are free to choose the service, though we recommend a tracked one, as the watch remains your responsibility until it reaches us.
In either case, we charge no restocking fee and make no deduction for inspection or repackaging.
Q: How long do refunds take?
A: 10 business days after we receive and inspect the return.
Payments & Support
Q: What payment methods do you accept?
A: Visa, Mastercard, American Express.
Q: Do I need an account to order?
A: No, guest checkout is available.
Q: How do I contact you?
A: Email support@mascottoys.store or visit our Contact Us page.
Contact Information
Business Name: Mascot Toys
Email: support@mascottoys.store
Business Address: 585 Uttoxeter Road, Longton, Stoke-on-Trent, ST3 5LT, UK
Customer Support Hours: Monday to Friday, 9:00 AM to 3:00 PM
Time Zone: (GMT+00:00) Greenwich Mean Time – London
Live Chat: Available 24/7
