Petomg Help
Answers for life with Petomg
Clear guidance on policies, products, planning, replacement parts, and installation without leaving this page.
The essentials
Policies & Support
Shipping, returns, warranty, and delivery issue support.
When will I receive my order?
We ship your order from Los Angeles or New Jersey within 24 hours. Once it ships, we'll email your package and tracking details. Delivery usually takes 2-5 business days, depending on the carrier.
Can I return or exchange my order?
Yes. You have up to 60 days to request a return or exchange. Please keep the product and its original packaging complete and in good condition.
What does my warranty cover?
Your purchase includes one year of coverage for non-user-caused damage. During this period, we provide free support for quality-related issues.
What if my order is damaged or missing?
Contact us within 15 days of delivery if your product was damaged in transit or a package is missing. We'll arrange a replacement or reshipment at no additional cost.
Product details
Product & Materials
Materials, tested capacity, pads, and cushions.
What is my Petomg furniture made from?
All Petomg products are made from premium rubberwood.
How much weight can each platform hold?
With proper installation, each platform has passed static load testing at 44 lb.
What pads and cushions are included?
Platform units include removable sisal pads. Cat-house units include plush cushions, so you don't need to purchase them separately.
Make it yours
Planning & Cat Use
Free design guidance and practical help introducing the furniture.
Can Petomg help design my cat wall?
Yes. You can request our free design service before purchasing or ask for design support after your order.
Will my cat use it?
Most cats show interest during installation, but every cat is different. For cautious cats, use familiar toys or treats to help them explore and adjust.
Long-term support
Parts & Installation
Replaceable components, instructions, tools, and personal guidance.
Can I replace or purchase individual parts?
Yes. Cat-wall units, posts, pads, platforms, hammocks, bubbles, and other components can be replaced or purchased separately.
What installation support will I receive?
Every product includes printed instructions and an installation video. Petomg can help before, during, or after installation, including guidance and layout adjustments.
Are installation hardware and tools included?
Yes. Your product includes the necessary screw kit and installation tools.
Human support within 24 hours
Need help? We're here.
A Petomg support specialist will respond within 24 hours.
For order or product help, include your order number, product name, and clear photos when relevant.
support@petomg.comYou can also reach us through the chat icon on petomg.com.
