Shipping
Where do you ship?
We ship anywhere in AU. Click here to learn more.
We may have some products that are out of stock, or a new product that has not yet been shipped to the warehouse. We will ship these products directly from the factory and inform you by email in time. Of course, it will take a few days to deliver to you, please rest assured and wait patiently for a while.
When will my order ship?
In-stock items are typically processed within 1 working day, but please note that orders placed on Friday to Sunday may not ship until Monday.
Do you ship to PO Boxes?
We don’t ship to PO Boxes.
My tracking isn't working.
We’re sorry. It can take 1-2 business days for tracking numbers to activate. If it’s still not working after a couple days, just e-mail us at support@petomg.com and we'll track down your order.
How can I change my shipping address?
We are very sorry. We always try to process orders as quickly as possible, we will not be able to change the shipping address directly for you after you receive the tracking number, you can try to contact the shipping service provider.
How much is shipping?
We provide free shipping in AU only.
Returns & Refunds
What is your return policy?
We understand things don’t always work out. Click here to learn more about our policy.
I received the wrong product, what do I do?
Please e-mail us at support@petomg.com and we’ll take care of it right away.
My product is damaged, what should I do?
Our packaging is strong, but after the carrier has received the package, uncertain behavior during the delivery process may result in damage to product components.
If this happens, we would like to express our sincere apologies. At the same time, please email us at support@petomg.com, reply us with your order number, attach pictures or videos of the damaged parts of the product, and we will arrange to reissue it for you immediately.
Billing
What forms of payment do you accept?
We accept credit card payments via Visa, Mastercard and American Express, as well as debit cards. We also accept payments via PayPal, Shop Pay, Google Pay, Meta Pay, Diners Club, Discover(Include JCB) and Apple Pay.
I’m having trouble at checkout.
Reach out to our team at support@petomg.com, and we’ll be happy to assist with any issues you may have!
Order Questions
How can I update my order?
We try to process orders quickly, but we’ll do our best to accommodate any changes to your order. The best way to update your order is to e-mail us at support@petomg.com.
How can I check the status of my order?
You’ll receive an email with tracking information once your order is shipped out to you! Feel free to reach out to us at support@petomg.com for an update if needed.
Product Questions
How do I assemble the product?
We have been posting installation videos of all our products on our Youtube channel. Our original intention is to protect the environment, reduce the use of paper, and at the same time facilitate customers to intuitively refer to how to install the product. Click here.
How do I clean my products?
1. Avoid placing it in a place exposed to the sun or in a dark and humid place. Frequent sun exposure will cause the furniture paint film to fade, and excessive humidity will accelerate the corrosion of rubber wood.
2. Keep away from corrosive liquids and sharp appliances away from furniture, so as not to scratch the surface of the furniture and affect the beauty and service life of the furniture.
3. Before cleaning, first use a semi-dry and semi-wet towel to wipe off the dust and dirt on the surface of the furniture. Avoid oil stains, ballpoint pens, inks, etc. to stain the furniture.
4. You can use a cleaning and maintenance agent that cleans the carpet.
How can I customize the product I want?
We will continue to update and improve the styles and customization services of our customized products. You can choose directly from our customized product page, or you can explain your specific ideas and requirements to us by email to support@petomg.com. We will inform you as soon as possible whether we can fulfill your request and the corresponding price.
Will you be launching more products?
Absolutely! We can’t wait for you to see them. Sign up for our mailing list for updates.
How long does it take to assemble the Furniture? What tools are needed?
It should only take you about 20 minutes or so to assemble the furniture. A screwdriver, screws, and instruction manual will be provided. Should be quick and easy!
Can the Furniture be disassembled?
Yes, the furniture can be disassembled by reversing the assembly instructions.
How should I clean my Furniture?
A clean, damp cloth should be sufficient for regular cleaning. For more serious messes animal-safe wood cleaning solutions will work the same way they would for furniture or floors.
Why does it cost so much?
Our products are handmade and one of a kind, utilizing high-quality/durable designs and materials, and investing in sustainable shipping practices. We continue to adjust designs and processes in order to bring products to our customers at fair prices.
