FAQ
Frequently Asked Questions
Q: Where do you ship?
A: We currently ship to customers in the United States, Europe and Japan.
Q: How long does shipping take?
A: Most orders are delivered within 6–12 business days, including processing and transit time.
Q: How can I track my order?
A: Once your order has been shipped, a tracking number will be sent to your email so you can monitor delivery status.
Q: What payment methods do you accept?
A: We accept major credit cards and other secure payment methods available at checkout.
Q: How do I contact customer support?
A: You can contact us at support@promattoo.net. Our team typically responds within 24 hours.
Q: What is your return policy?
A: We offer a 30-day return policy on eligible products. Please refer to our Refund Policy page for full details.
Q: Where is PROMATTOO located?
A: PROMATTOO operates from Hong Kong SAR and serves customers worldwide through our online store.
Q: What products does PROMATTOO offer?
A: We specialize in premium desk mats, placemats, mouse pads, table runners and other surface accessories designed for modern workspaces and dining spaces.
Q: Are your products suitable for gifts?
A: Yes. Many of our products are designed with premium packaging and are suitable for personal use or gifting.
Q: How quickly do you respond to inquiries?
A: Our customer support team aims to respond within 24 business hours.
Choosing Your Products
How do I choose the right desk mat size?
Measure your available desk space and the area needed for your keyboard, mouse, and other essentials. Compare these measurements with the dimensions of your selected size on the product page, leaving room for cables and other items you want to keep outside the mat.
Are all PROMATTOO products made from the same material?
No. Our collections include faux leather and silicone products, with different textures and finishes. Check the material description on each product page before ordering.
Is faux leather the same as genuine leather?
No. Faux leather is a man-made material, not animal leather. Refer to the individual product description for the material used in your selected item.
What is included in a placemat set?
Contents vary by product and selected set size. Please check the product description and your chosen option to confirm the number of placemats and whether coasters, a tray, or packaging are included. Styling accessories shown in lifestyle images are not included unless stated.
Will the color look exactly like the photos?
Lighting and screen settings can affect how colors appear. Review the available product images before choosing a color. If you are matching a particular space, contact us before ordering for help with your selection.
Product Care
Where can I find cleaning instructions?
Follow the care instructions for your specific product, as cleaning methods can differ between materials and finishes. If you cannot find the guidance you need, contact us with the product name before using cleaning products or machine washing.
Can I place hot cookware directly on a placemat?
Do not assume a placemat can be used as a trivet. Check the heat-use guidance for the specific product, and use a suitable trivet for cookware taken directly from an oven or stovetop.
Business & Custom Projects
Can I discuss a project for an office, restaurant, or hotel?
Yes. Visit our Business Solutions page to explore options for workplaces and hospitality spaces. Include your intended use, preferred products, quantity, and project timeline when you get in touch.
Can I request custom colors, sizes, or branding?
Contact us to discuss your requirements. Available options depend on the product, material, quantity, and project scope. Please confirm feasibility and specifications with our team before placing an order.
How do I inquire about corporate gifts or retail cooperation?
Send us your company details, products of interest, estimated quantity, delivery destination, and target date. For corporate gifts, include any branding or packaging preferences so we can discuss the project with you.