Terms of service

Who you’re shopping with

TOMO PETS AUSTRALIA, known as TOMO Pets, is an Australian business based in Victoria. Our ABN is 66 808 717 076.

These terms apply when you use this website or place an order with us. Contact us at support@tomopets.com.au if you need help or have a question about an order.

Orders and payment

Please provide accurate contact, personalisation and delivery details, and only use a payment method you are authorised to use. Prices are shown in Australian dollars (AUD). We are not currently registered for GST and do not charge GST.

Your selected products, shipping cost and final total are shown before payment. Any discount applies only on the terms displayed for that offer and must be reflected in your order total. Payment is processed through our checkout provider.

Your confirmation records the order you placed. If we cannot supply an item or identify an error that affects your order, we’ll contact you promptly to explain the issue and agree on the next step. We won’t substitute a different product or charge a higher price without your agreement. If the order cannot proceed, any payment for the affected item will be refunded.

Personalised products

Our Custom Feeding Mat is made using the name, colour, pet type and breed you choose. Please check the spelling and live preview before ordering. Screen settings can affect how colours appear; the product description and your agreed design still apply.

If you need to correct or cancel an order, contact us as soon as possible. We’ll check its production status and explain the options. A change may not be possible once your personalised item has been made, but personalisation does not remove your consumer rights or our stated happiness guarantee.

Delivery

Our typical mat dispatch time is 1–2 business days, with an overall estimated delivery time of 4–7 business days from ordering. Delivery estimates are not guaranteed arrival dates. Shipping availability, tracking, costs and help with delivery problems are explained in our shipping policy.

Our 30-day happiness guarantee

If your TOMO mat isn’t right, get in touch within 30 days of delivery and we’ll arrange a replacement or refund, whichever you prefer. Please include your order number, or another form of proof of purchase, and tell us what went wrong so we can help.

Contact us before posting an item back so we can give you the correct return instructions. This guarantee is an additional promise. The 30-day period is not a time limit on rights you may have under the Australian Consumer Law.

Your consumer rights

Our products come with consumer guarantees under the Australian Consumer Law. Nothing in these terms excludes, restricts or changes rights and remedies that cannot lawfully be excluded.

If a product has a major failure, you can choose a replacement or refund. For a minor problem, we may first provide a free repair within a reasonable time. You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.

Contact us directly if there is a problem. We may need to assess the item, but we won’t require you to deal with a manufacturer instead of us. These rights apply to personalised products as well as other eligible purchases. More information is available from the ACCC.

Coming-soon products and notifications

Pages marked “coming soon” introduce products that are not yet available to buy. Concept images are identified as concepts; final designs, specifications, pricing and availability may change.

Joining an availability list asks us to email you about that product’s availability. It is not a purchase, preorder, reservation or guarantee of stock. Signing up does not require payment. General TOMO news and offers are a separate, optional subscription, and you can unsubscribe from marketing messages at any time.

Reviews and uploaded content

Please share honest feedback and only upload photos or videos you have permission to share. Do not include someone else’s private details, unlawful content or misleading claims. By submitting a review and its attachments, you give TOMO permission to display them with that review. If you choose anonymous display, your name is not shown publicly.

Published reviews (your display name or “Anonymous”, rating, review text and date) may also be shared with Google so they can appear in Google Shopping and Search product ratings. Reviews left from the link in our review request email are marked as verified purchases.

Reviews are checked before publication. We may remove unlawful, abusive, irrelevant or privacy-infringing content. A critical review is not excluded simply because it is negative. Your email address is not published with your review.

Using this website

Please don’t misuse the website, interfere with its operation, attempt to access private information, or copy TOMO branding and content for unauthorised commercial use. Product details may be updated as our range develops. An update does not change the terms already agreed for an existing order.

External websites linked here have their own terms and privacy practices. Our privacy policy explains how we handle personal information you provide to TOMO.

Questions or complaints

Contact support@tomopets.com.au or use our contact form, with your order details where relevant. We’ll work with you to resolve the issue. You can also seek assistance from the consumer protection agency in your state or territory.

Australian law applies to these terms. Nothing here prevents you from exercising mandatory consumer rights or bringing a claim in a court or tribunal available to you under the law.