FAQs

Here, you’ll find answers to frequently asked questions and helpful resources to assist you with your orders, products, and more.

If you don’t find the information you need, please contact us at care@astko.com.

Q. Who Are We?
A. Astko is a leading provider of innovative dog training devices and accessories. Our products are designed to help dog owners train their pets effectively and humanely.

Q. Where is Astko based?
A. Astko is a trading name of Toska Direct Limited, a company registered in England and Wales. Our registered office is at 124 City Road, London, EC1V 2NX, United Kingdom.

Q. How can I contact Astko?
A. You can contact us via email at:
care@astko.com

or by post at:
Astko.com
Toska Direct Limited
124 City Road, London,
EC1V 2NX, United Kingdom

Q. How do I place an order?
A. To place an order, simply browse our website, add items to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment details.

Q. How can I add an order note or special instruction to my order?
A. You can add an order note or special instruction during the checkout process. Look for the "Order Notes" or "Special Instructions" field on the checkout page. Enter your request, and we’ll do our best to accommodate it.

Q. What payment methods do you accept?
A. We accept major credit/debit cards (Visa, Mastercard, American Express) and other payment methods as listed on our website.

Q. Can I cancel or modify my order?
A 1. Before Shipping: Contact us immediately at care@astko.com to cancel or modify your order. If the order has not been processed, we will assist you.
A 2. After Shipping: Once your order has been shipped, you can return it following our Returns and Refunds Policy (linked in the footer section of this page).

Q. Do you offer free shipping?
A. Yes, we offer free standard shipping for all UK orders and free standard international shipping. For details, see our Shipping Policy.

Q. I placed an order but didn’t receive an order confirmation. What should I do?
A. If you didn’t receive an order confirmation, please check your spam or junk folder first. If it’s not there, contact us at care@astko.com with your name, email address, and order details. We’ll verify your order and resend the confirmation if necessary.

Q. Why should I use my email address instead of a phone number to place an order?
A. While you can place an order using just your phone number, adding your email address is highly recommended.
This ensures you receive vital updates, such as order confirmations, shipping notifications, and tracking information. It also allows us to send you exclusive offers, promotions, and updates if you’ve subscribed to our newsletter. Providing your email address helps us keep you informed every step of the way.

Q. Can I change my shipping address after placing an order?
A. If your order has not yet been processed, you can contact us at care@astko.com with your order number and the updated shipping address. We’ll do our best to make the change. However, if the order has already been shipped, we may not be able to update the address. In such cases, you can contact the carrier to request a redirection (additional fees may apply).

Q. Can I change the email address on my account?
A: Yes, you can update the email address associated with your account. Log in to your account, navigate to the Account Settings section, and update your email address.

If you encounter any issues, contact us at care@astko.com for assistance.

Q. How long does shipping take?
A. UK Orders: Standard shipping takes 3-5 business days; Express shipping takes 1-2 business days.
A. International Orders: Standard shipping takes 7-14 business days; Express shipping takes 3-7 business days.

Q. Can I track my order?
A. Yes, once your order has been shipped, you will receive a confirmation email with a tracking number. Use this number to track your order on our tracking or the carrier’s website.

Q. What if my order is delayed?
A. Delays can occur due to factors beyond our control, such as customs processing or carrier delays. If your order is significantly delayed, please contact us at care@astko.com.

Q. What is your return policy?
A. You may return most products within 30 days of delivery for a refund or exchange. The product must be unused, in its original packaging, and accompanied by proof of purchase. For details, see our Returns and Refunds Policy.

Q. How do I initiate a return?
A. Contact us at returns@astko.com to request a Return Merchandise Authorization (RMA) number. Pack the item securely and ship it to the address provided.

Q. How long does it take to process a refund?
A. Refunds are processed within 10 days of receiving the returned item. The refund will be issued to the original payment method.

Q. Are there any non-returnable items?
A. Yes, clearance items and products without original packaging or tags are non-returnable. For a full list, see our Returns and Refunds Policy.

Q. Are Astko products safe for my dog?
A. Yes, our products are designed with your dog’s safety and well-being in mind. However, always follow the instructions provided and consult your veterinarian if you have any concerns.

Q. Do your products come with a warranty?
A. Yes, our products come with a 12-month limited warranty against manufacturing defects. For details, see our Warranty Policy.

Q. Can I use Astko products in my country?
A. Some products may be restricted in certain countries. It is your responsibility to verify the legality of the products in your jurisdiction before purchasing.

Q. How do I set up my Astko product?
A. Detailed setup instructions are included with your product. You can also contact us at care@astko.com with your order details for links to our video tutorials and user guides.

Q. What should I do if my product isn’t working?
A. If your product is defective or not working properly, contact us at care@astko.com within 7 days of delivery. Provide your order number, a description of the issue, and any supporting evidence (e.g., photos or videos).

Q. Can I get replacement parts?
A. Yes, replacement parts are available for most products. Contact us at care@astko.com for assistance.

Q. Do you offer promotions or discount codes?
A. Yes, we regularly offer promotions and discount codes to our customers. New subscribers to our newsletter receive a 15% discount code that can be used instantly for their first order.
Additionally, we share exclusive deals through our newsletter, social media channels, and special campaigns. Be sure to subscribe and follow us to stay updated on the latest offers!

Q. How do I apply a discount code to my order?
A. To apply a discount code, follow these steps:
1.) Add your desired items to the cart.
2,) Proceed to checkout.
3.) Enter the discount code in the designated field under the order summary.
4.) Click "Apply" to see the discount reflected in your total.

If the code is valid and applicable, the discount will be applied automatically.

Q. How do I login or create an account?
A. To login or create an account, click on the Login button on our website and follow the prompts to enter your email address. A One-Time Password (OTP) or login link will be sent to your email. Use the OTP or click the link to login or to complete the account creation process.

You can also create an account when you subscribe to our newsletter. Simply enter your email address in the newsletter subscription form, and an account will be automatically created for you. A One-Time Password (OTP) or login link will be sent to your email for verification.

Q. I forgot my password. How can I reset it?
A. If you forget your password, click on the Forgot Password link on the login page. Enter your email address, and a One-Time Password (OTP) or login link will be sent to your email. Use the OTP or click the login link to reset your password.

Q. How do I update my account information?
A. To update your account information, log in to your account using the OTP or login link sent to your email. Once logged in, navigate to the Account Settings section to update your details.

Q. How do I subscribe to the Astko newsletter?
A. Subscribing to our newsletter is easy! Simply enter your email address in the newsletter subscription box at the bottom of our website or during the checkout process.
As a thank-you, new subscribers receive a 15% discount code that can be used instantly for their first order. You’ll also receive exclusive offers, product updates, and training tips straight to your inbox.

Q. How do I unsubscribe to Asko Newsletters?
A. If you no longer wish to receive our exclusive offers and updates, you can easily unsubscribe to our newsletter by clicking the "Unsubscribe" link in the footer section of our newsletter.

Q. Is your website accessible?
A. Yes, we are committed to ensuring our website is accessible to all users, including those with disabilities. If you encounter any issues, please contact us at care@astko.com.

Q. Do you offer customer support?
A. Yes, our customer support team is available to assist you with any questions or concerns. Contact us at care@astko.com.

Q. Where can I find your Terms and Conditions?
A. Our Terms and Conditions are available on our website. You can access them in the footer section at the bottom of every page.

Q. What is your Privacy Policy?
A. Our Privacy Policy explains how we collect, use, and protect your personal information. You can access it in the footer section at the bottom of every page.

Q. Do you comply with data protection laws?
A. Yes, we comply with the UK GDPR and other applicable data protection laws. For details, see our Privacy Policy. You can access it in the footer section at the bottom of every page.

Q. Video Tutorials
A. Visit our Support section for step-by-step video tutorials on setting up and using our products.

Q. User Guides
A. Download user guides for all Astko products from our Support section.

Q. Troubleshooting Tips
A. Check out our Troubleshooting page for solutions to common issues with our products.