JJ
The return process is challenging
The return process is confusing and it feels intentionally difficult to initiate a return request. The sizing off the litter box was not going to work for our cat so I started the return process and struggled to find the pathway on the website. Once I submitted the request, I did not get an ETA and had to follow up via email 5 business days later to get an update. Photos are required but they can only be shared via email when your return request is responded to. Getting the return label was easy but again, no ETA given on the process time and I didn't know that the return was accepted until the refund hit my account. In total the process took over 3 weeks. I understand that there can be lags and that returns need time to process but I would have liked more transparency with the status and prompter response times.
Response from PtlomOct 14, 2026
We're truly sorry that your return experience was more complicated and time-consuming than it should have been. While we're glad your refund has been completed, we understand how frustrating it must have been to wait for updates without knowing what to expect next. You deserved clearer communication and a more straightforward process. Your feedback has highlighted areas where we need to improve, and we're taking concrete steps to make our return process more transparent. Moving forward, we will respond to return requests within 24 hours, and our customer service emails will include estimated processing times so customers know what to expect at each stage. We sincerely appreciate you taking the time to share your experience. Your feedback helps us improve, and we're committed to making future returns easier, faster, and more transparent. — PTLOM Customer Care