What to do if you receive a counterfeit Scruff-a-Luv?

We are very sorry to hear that you have been given a counterfeit Scruff-a-Luv.  Please get in touch with our Customer Care Team to report it so we can ensure that this doesn’t happen to anyone else and we can direct you to where you can source the genuine article.

Top Tips for making your Scruff-a-Luv fluffy!

Once washed, rinse with clean water
After rinsing, be sure to squeeze out all the water
Ensure you towel dry first with a large, dry towel
How do real animals dry themselves? They shake! So shake your Scruff-a-Luv to release any excess water.
Once shaken and towel-dried, dry thoroughly with a hair dryer on a medium heat setting (with adult supervision). Ensure that the hair dryer keeps moving and does not get too close to the fur. This is the key to making the Scruff-a-Luv super soft and fluffy!
Throughout the hair drying process, keep brushing its fur and give them a little shake to fluff up their fur
Want to get them tangle-free? Try using a large hairbrush until completely dry, then finish off by grooming them with your heart shaped Scruff-a-Luvs brush.
By following these top tips, your Scruff-a-Luv should be dry, fluffy and looking gorgeous in 20 minutes!

Watch this quick video to make your Scruff-a-Luv as fluffy as it can be!

What is the best drying process?

We recommend towel drying your animal first and then drying with a hair dryer on a medium (not hot) heat setting under adult supervision. Ensure that the hair dryer keeps moving and does not get too close to the fur.
For super-speedy drying, you can also put your Scruff-a-Luv in the washing machine on a spin cycle.

Can my Scruff-a-Luv be placed in the tumble dryer?

No – Scruff-a-Luvs cannot be tumble dried.

How can I ensure that all the matting substance has been removed?

Your Scruff-a-Luv should be washed in a bowl of lukewarm water and then rinsed in clean water at least once. This process can be repeated if necessary.
Also, your Scruff-a-Luv can be washed in a washing machine on a 30 degree Celsius wash.

Do I need to use soap or shampoo to clean the matted fur?

It is not necessary to use any cleaning products but if your child wants to give Scruff-a-Luv a bubble bath, child friendly soap or body wash can be used. Ensure the animal is then rinsed thoroughly.

How can I heal the Scruff Surprise characters?

You will find a visual guide on how to heal all the characters by clicking here.

Can I purchase additional accessories?

Unfortunately, at this time, it is not possible to purchase additional accessories.

My child would like to purchase a second Scruff-a-Luv. How can I ensure that she receives a different animal to the one she already has?

Scruff-a-Luvs is all about the surprise reveal, so unfortunately there is no way of knowing which animal your child is going to rescue.

Can I download a copy of the instructions?

A copy of the instructions can be found by clicking Scruff-a-Luvs Instructions.

Can I download a new Adoption Certificate?

A print-friendly version of the Adoption Certificate can be downloaded by clicking Scruff-a-Luvs Adoption Certificate.

How many pets are there to collect?

Scruff-a-Luvs Series 1 comes in 3 different animals (cat, dog and rabbit) and 3 different colours (pink, aqua and lilac), so there are 9 possible animals to rescue and adopt.

How long does the rescue process take?

The process of going from scruffy to fluffy takes roughly 20-30 minutes.

Is the ‘process’ repeatable?

Once you’ve washed, dried and groomed your Scruff-a-Luv you cannot return it to its previous state. After all… it’s been rescued and doesn’t want to go back to being matted! However, you can continue to wash, dry and groom your Scruff-a-Luv multiple times, ensuring that the correct washing and drying process is followed.