Help

Sizes, delivery, damage and how to reach us. If something here does not answer your question, email support@pommilo.shop.

Sizes and pictures

Each piece lists every size the maker gives, in centimeters and inches, and says so where the maker gives none. Each house also says which hamsters its doors suit: an opening of 7.5 cm (3 in) or more fits Syrian and dwarf hamsters, and a smaller one suits dwarf hamsters. Check doors against your hamster's widest point and the footprint against the floor space you have.

Images are for illustration only. Some images may have been edited, rendered or recreated with digital tools, which may include AI-assisted tools, using the actual products as reference. We make reasonable efforts to depict each product faithfully, but the actual product may vary in color, finish, size and detail. Items shown for styling, such as bedding, plants, wheels and props, are not included.

Shipping

• We ship to addresses in the United States, including Alaska, Hawaii and Puerto Rico. We cannot ship to Guam, the US Virgin Islands or military (APO, FPO and DPO) addresses yet.
• Shipping is free on orders of $89 or more, and $12.95 on smaller orders. Alaska, Hawaii and Puerto Rico go by a slower island service: $14.95, free on orders of $129 or more, about 4 to 5 weeks.
• Your order is packed by our partner warehouse and sent by tracked air mail. It arrives in about 2 to 3 weeks: a few days to prepare, then the flight and delivery. Each product page shows its delivery time. Pieces marked made to order take about a week longer.
• Any sales tax is shown at checkout.
• We email a tracking number when the parcel leaves. The dates we show are estimates; if a parcel is running late we tell you by email.

Damage, wrong pieces and lost parcels

• Damaged or wrong piece: email us within 14 days of delivery with a photo of the piece and the box. We send a replacement or refund that piece, whichever you prefer. You do not need to send anything back.
• Lost parcel: if your order has not arrived 40 days after it shipped, tell us and we will send it again or refund it.
• Change of mind: each order is packed for you and shipped from overseas, so we cannot take returns for a change of mind. Every page lists the sizes so you can check before you order.
• Canceling: you can cancel free of charge until your order is packed, usually within 48 hours of ordering.

Care and safety

• Wipe printed wooden pieces with a dry or barely damp cloth. Do not soak them.
• Hamsters gnaw. Printed pieces are for shelter and decoration, not for chewing; take a piece out if it gets chewed heavily.
• Set tall pieces firmly in deep bedding, where they cannot tip over.
• Platforms come with their posts loose. Push the posts in firmly before use.

Contact

Email support@pommilo.shop. We reply within two business days.