PETOMG Floor to Ceiling Cat Tower Accessories | Cat Steps | Rubberwood

First of all, we would like to thank you for your purchase. Please read the description of the product, the return and refund policy carefully before you place an order to ensure this remains consistent with your wishes. 

45-Days Return & Refund Policy

If you are unhappy with your purchase, as long as you contact us at aftersale@petomg.us within 45 days from the receipt of the item, we will process your return/exchange request. Returns will not be allowed after 45 days unless an extension is granted.

Return & Exchange Conditions

• Major defects in product quality or delivery damage.
• Items must be returned within 45 days after you receive them.
• All items should be in the same condition that you received them, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
• When returning or exchanging items, customers must use a shipping method providing tracking information.
• The product you receive is different from the description due to warehouse reasons.

Non-returnable items:

• Please be advised that change-of-mind returns, exchanges, and refunds are not accepted.
• Damage/Lost caused by customers are non-refundable.

General Return Process

• Initiate a return: Please email us at aftersale@petomg.us with photos and/or videos of the items and let us know your order number or proof of purchase. Our customer service staff will determine the eligibility for your return request within 1 business days.
• Ship the item back: If your return is accepted, we’ll send you the return address(Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
• Refund or Exchange: A full refund will be issued within 2 working days after we have received your return and confirmed that it is as described above. Under normal circumstances, the refund arrival time is within 10 working days, and the specific arrival time is subject to the announcement of the bank handling the refund.
• In case of other special circumstances with a return request, please contact us for feedback on your situation and we will coordinate the processing of your return request.
• We will reply to you via email within 2 working days of receiving your return request in any case to represent your order in the after-sales process.

Return Charge

• We will provide a full refund for you.
• No restocking fee to be charged to the consumers for the return of items.

Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2 working days.
• If you haven’t received the refund within 10 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at aftersale@petomg.us

 The following circumstances may affect your return or exchange:

1. No returns/refunds will be accepted without prior notice to us and we may refuse to accept your parcel and be disqualified from returning it as a result.
2. No delivery received due to discrepancy between the actual delivery address and the order address.
3. Delivery delay caused by other unavoidable factors, including but not limited to bad weather or road control, etc.

You can always contact us for any return/refund question at aftersale@petomg.us

PETOMG Pet Furniture Cleaning Guide

Thank you for choosing PETOMG pet furniture! The following tips will help you keep your pet’s furniture looking its best.

1. How to clean the wood?

• The wooden boards on PETOMG pet furniture are made of rubber wood, and the surface of the wood is also brushed with an environmentally friendly coating to prolong the use of the wood. Use a damp (non-abrasive sponge) and some non-toxic cleaning agents (such as dish soap) lightly scrub the board. Make sure to keep the scratching posts and pads from getting wet. At last, wipe the board dry with a clean cloth.

2. How to clean the scratchingposts and pads?

• Our scratching posts and pads are made of sisal (The cat scratching posts of cat wall products are wrapped with kraft paper. The floor-to-ceiling cat tower's scratching posts are made of kraft paper tubes). The materials are absorbent, so you should not clean them with water. You can use a vacuum cleaner to remove all the dust and grime. If one of the posts does get wet or wet, be sure to act quickly and dry it completely with a hair dryer using cool air.

3. How to reduce mold damage to furniture in a healthy and environmentally friendly way?

• Regularly clean the room where the product is located, especially after pets are outdoors, as they may carry mold spores in their paws and hair.
• Regularly ventilating the room will bring clean air into the room and blow away moisture, thus preventing the growth of mold.
• Do not store pet furniture in wet rooms (such as bathrooms, laundry rooms, etc.) Pet owners living in humid climates must pay extra attention to the placement of pet furniture, taking into account the product's need for a dry environment.