FAQs

After checkout, you should receive an order confirmation at the email address entered during purchase. Review the product names, shipping address, quantity, and contact details carefully. If anything appears incorrect, contact us as soon as possible through Contact Petello so we can review the request before the order moves too far into fulfillment.

Address changes may be possible only if the order has not yet been processed or handed to the carrier. Because pet furniture can be bulky and requires careful fulfillment, please send the corrected full address quickly through the contact page. Include your order number, name, email address, and the exact address you want us to review.

Cancellation requests are reviewed based on order status. If the item has not entered fulfillment, we will do our best to help. Once an order is packed, shipped, or already moving with the carrier, cancellation may no longer be available and the return process may apply instead.

Petello may offer automatic savings for email subscribers and selected promotional items. When available, eligible discounts are applied directly during the shopping experience or checkout without requiring customers to enter a complicated code. Promotional availability may vary by product, timing, and inventory.

Yes. Petello is designed around a simple shopping experience with free shipping on eligible products. Larger pet furniture pieces may require special handling due to size, weight, or packaging requirements, but the checkout experience is intended to remain clear before purchase.

Most Petello orders are expected to arrive within 3 to 5 business days after processing, depending on destination, carrier movement, product size, and local delivery conditions. Business days do not usually include weekends or holidays. Tracking details will provide the most accurate movement once the order ships.

Many pet furniture items, such as cat trees, dog crate furniture, storage cabinets, feeding stations, wall furniture, stairs, and ramps, may arrive partially assembled or flat packed for safer shipping. Product pages and included instructions should be reviewed carefully before assembly.

First check nearby doors, mail areas, porches, building offices, parcel lockers, and neighbors. Carriers sometimes mark delivery slightly before final placement. If the package still cannot be located, contact Petello with your order number and delivery details so we can help review the situation.

Petello supports a 30-day return and exchange approach for eligible items. Products should be returned in appropriate condition with original packaging when possible. Because pet furniture can show signs of use quickly, we recommend inspecting fit, size, and placement before allowing extended pet use.

Exchanges may be available for eligible products depending on condition, availability, and timing. If a pet bed, sofa, ramp, crate, or cat tree is not the right fit, contact us promptly so we can review the best available option.

Please document the package and product before assembly or use. Clear photos of the outer box, shipping label, protective packaging, damaged area, and full product view help us review the issue efficiently. Contact Petello with your order number and images through the contact page.

Eligibility may depend on product condition, hygiene, packaging, signs of wear, and whether the item can be safely inspected. Pet furniture that has heavy hair buildup, odor, stains, scratches, chewing, missing parts, or visible wear may not qualify in the same way as an unused item.

For pets that spend long hours resting, consider pet sofas, pet beds, or indoor pet houses. Look at the sleeping position first. Curling pets may prefer enclosed or bolstered designs, while pets that stretch out usually need a larger flat surface. A calm room corner with low traffic often creates the best resting experience.

Active cats often benefit from multi-level cat trees, cat shelves, wall furniture, bridge-style layouts, perches, and scratching surfaces. Vertical variety helps support climbing, observation, play, and rest. Always check dimensions, wall requirements, stability guidance, and your cat’s jumping confidence before purchase.

A basic crate is primarily functional containment. Dog crate furniture is designed to blend into a living room, bedroom, or entryway while still giving the dog a defined resting space. It may look more like a side table, cabinet, or furniture piece, so sizing, ventilation, door access, and pet comfort should all be reviewed.

Feeding stations can create a cleaner, more intentional dining area, especially for homes that want bowls to feel integrated with the room. Separate pet bowls may be easier to move and clean. The best option depends on pet height, feeding habits, water spill behavior, available floor space, and cleaning preferences.

Measure your pet from nose to tail base while resting, then add extra room for natural movement. Also consider whether your pet curls, leans, sprawls, nests, or shares the space with another pet. For furniture-style pieces, measure the intended floor area and leave enough walking space around the item.

Choose a stable location away from fragile decor, narrow walkways, and doors that swing into the structure. Cats often enjoy a view, so placement near a window can be ideal if the area remains safe. Wall-mounted furniture must be installed according to wall type, hardware guidance, and weight considerations.

Match the product height to the sofa, bed, or chair your pet needs to access. Senior pets, short-legged breeds, and pets with limited mobility may prefer a lower incline ramp or wider step surface. Always introduce stairs and ramps gradually and supervise first use.

Measure the available floor width, depth, and height, then list what you want to store: toys, leashes, grooming tools, blankets, treats, bowls, or pet accessories. A toy storage cabinet should keep items accessible without creating clutter in the room or blocking pet pathways.

Use gentle routine care: remove pet hair regularly, spot clean with a soft damp cloth when appropriate, avoid harsh chemicals, and keep wood or furniture-style surfaces dry. For fabric areas, test any cleaner in a discreet spot first. Always follow care instructions included with the specific product.

Some items may include basic hardware or require simple household tools. Before starting, lay out all parts, read the instructions fully, avoid over-tightening hardware, and assemble on a soft surface to reduce scratches. For larger cat trees or cabinets, a second person may make assembly easier.

For products with screws, posts, panels, platforms, doors, or wall hardware, check stability after initial use and then regularly over time. Active cats, large dogs, repeated jumping, and frequent movement can loosen components. Tighten hardware as needed and stop use if a product feels unstable.

Place the item in a familiar area, add a favorite blanket or toy, and let your pet explore without pressure. Cats may need time to climb new shelves or trees, while dogs may need positive encouragement to use ramps, beds, sofas, or crate furniture. Calm introduction usually works better than forcing immediate use.

Confirm that all parts are secure, the product sits level, doors or moving elements operate smoothly, and your pet can enter, exit, climb, rest, or step without strain. Keep furniture away from open flames, excessive moisture, unstable surfaces, and areas where children or pets may pull on unsupported parts.

No single product fits every pet. Size, weight, age, mobility, chewing habits, scratching intensity, temperament, and health needs should all be considered. If your pet has medical limitations or mobility concerns, choose supportive designs carefully and consult a qualified professional when needed.

Wall-mounted furniture depends on the wall structure, anchors, studs, hardware, and installation method. Drywall-only installation may not be suitable for every product or cat weight. If you are unsure about wall strength or hardware, seek professional installation support before allowing your cat to use the furniture.

Stop use if chewing, splintering, loose fabric, exposed filling, sharp edges, cracked panels, or weakened hardware appears. Damaged pet furniture can become unsafe. Redirect chewing behavior with appropriate toys and inspect the product before returning it to everyday use.

You can reach Petello through the dedicated contact page here: Contact Petello. Please include your order number when your question relates to an existing purchase.

For faster help, include your full name, order number, email address used at checkout, product name, clear photos when relevant, and a concise description of the issue. For sizing or product selection questions, include your pet’s approximate weight, breed, measurements, and intended room placement.

Petello is listed at 1529 Sylvan Meadows Dr, Modesto, CA 95355, United States. For all customer service requests, the contact page is the best starting point so your message can be routed properly.