Help Center
Order Issue
When Will My Pet Door Ship?
Your pet door order will be processed within 1-2 business days of your purchase. Once your order is processed and packaged, it will be shipped and typically arrives within 5-7 business days. You’ll receive tracking information via email to monitor your package’s progress and know exactly when to expect your new pet door. Please note that shipping times can vary based on your location and any potential carrier delays.
What Do I Do If I Received The Wrong Pet Door And Not The One I Ordered?
We’re sorry. We try not to make mistakes and will fix your order as soon as possible. Please contact our customer service team; we will help you soon.
What Do I Do If I Ordered The Wrong Pet Door?
No problem! Just contact our customer service team, and we’ll get you the right pet door.
Payments
Do Your Discount Codes Expire?
Some of our codes do! If they do expire, the expiration date is in the code’s source.
What Payment Methods Do You Accept?
We only accept the following payment methods: American Express, Cash, Discover, MasterCard, PayPal and Visa.
You Charged Me For My Door Twice.
We’re sorry! There may have been an error with our system or your bank. Please contact our customer service team as soon as possible so that we can fix the problem.
Delivery
How Much Is Shipping?
That will depend on the weight of the door you ordered, where it is shipping to, and what type of shipping you are using. You can see your shipping options and select the one that best matches your budget during checkout.
Where Do You Ship From?
We ship from Utah.
I Didn’t Receive My Order.
There may have been a problem during the delivery process. Please contact our customer service team as soon as possible so that we can fix it.
How Is The Price Of Shipping Calculated?
The price of shipping is based on the total weight of your order, where you are shipping to, and how quickly you want to receive it. You can preview the cost of shipping at checkout.
I Received The Wrong Pet Door/Order Or An Incomplete Order.
We’re sorry. We try not to make mistakes and will fix your order as soon as possible. Please contact our customer service team; we will help you soon.
Why Is My Order Taking So Long To Get To Me?
There are a few reasons why an order may be taking a long time to arrive. If your order hasn’t shipped yet, we are most likely still packaging it. If it is already out for delivery, FedEx may be experiencing shipping delays due to weather and other outside factors.
If you want an update on your order, please contact our customer service team for more information.
When Will My Order Ship?
Unless you have ordered a product that is out of stock, it can take 3 to 5 business days for your pet door to be shipped.
Will My Package Be Charged Delivery/Customs Fees?
Yes. We will contact you after you place your order about custom fees and other international shipping charges.
How Do I Track My Order?
Your order confirmation email has a FedEx tracking number you can use on the FedEx website to track your package.
What Should I Do If My Order Hasn’t Been Delivered?
Please contact our customer service team so that we can find your order.
What Countries Do You Ship To?
We ship all around across the U.S.A.
Can I Change My Shipping Address?
Yes! Just contact our customer service team.
Returns & Refunds
What Is Your Return Policy?
Shipping for returns are charged to your account. If you are dissatisfied with your purchase, please call or email us for a Return Merchandise Authorization number (RMA number).
My Product Arrived Damaged.
We’re sorry to hear that. Please contact our customer service team so that we can help you.
How Do I Return My Order?
Just contact our customer service team, and we can start the process!
I Need My Refund Directed To A Different Account.
Sadly, we can only refund money to the account the purchase was made from.
Can I Exchange My Pet Door For A Different One?
Sure! Just contact our customer service team, and we can start the process.
How Do I Claim My Warranty Policy?
To claim your warranty policy, please follow these steps:
- Gather necessary information: This includes your purchase receipt and any relevant details about the issue you’re experiencing.
- Contact our customer service: Email or call our customer service team with your issue and provide them with the necessary information.
- Follow instructions: Our team will guide you through the next steps, which may include sending pictures or returning the product for inspection.
Remember, our warranty policy covers certain circumstances and has specific terms and conditions. Be sure to review your warranty policy to understand what is covered before reaching out to our customer service team.
When Will My Refund Be Processed?
Returns are processed Monday through Fridays only. If you have already shipped back your return, your refund will be processed once we have received your order.
Installation Questions
Can You Install My Pet Door For Me?
Absolutely! We offer professional installation services for your pet door. Our team of expert installers has the skill and experience to ensure your pet door is installed correctly, providing an optimal fit and functionality. This service can save you time and give you peace of mind knowing that the installation is handled professionally. To arrange for installation, please contact our customer service team, and they will guide you through the scheduling process.
What Does the Installation Process Involve?
Our professional installation process involves several steps to ensure your pet door fits perfectly and functions seamlessly.
First, our team will assess your preferred installation location, take accurate measurements, and determine the best pet door style for your home.
Next, we’ll start the installation, which includes cutting the precise opening in your door or wall and installing the pet door unit.
Finally, we’ll conduct a thorough check to ensure the pet door opens and closes properly and that all seals are tight for optimal energy efficiency.
During each step, we ensure minimal disruption to your household.
How Long Does the Installation Process Take?
The installation process typically takes between 1-2 hours, depending on the type of pet door and the complexity of the installation.
However, some installations, such as those in walls or special material doors, may take longer. Our installation team will provide a more accurate time estimate once they assess the installation site. Rest assured, our team aims to complete installations efficiently while ensuring a high standard of workmanship.
Product And Stock
What Size Flap Do I Need For My Dog?
Determining the right flap size for your dog involves measuring your dog’s height and width. For height, measure from the top of your dog’s shoulders to the bottom of the chest, behind the front legs. This is because dogs typically lower their heads when passing through doors. For width, measure the widest part, which is typically the shoulders or hips. These measurements will help you choose a pet door that your dog can comfortably use.
Are Your Pet Doors Energy-Efficient?
Absolutely! Our pet doors are designed with energy efficiency in mind. They feature weather-resistant seals and insulated flaps that help prevent air leaks. This design aids in maintaining your home’s internal temperature, helping to reduce your energy costs, especially important in states with diverse climates like Utah.
Can Your Pet Doors Accommodate Both Small and Large Pets?
Yes, our pet doors come in a range of sizes to accommodate pets of varying sizes, from small cats to large dogs. It’s crucial to measure your pet’s height and width to choose the most comfortable and practical size. If you’re unsure about the right size for your pet, our team is always here to help guide you in making the best decision.
Website Questions
Do You Have A Phone Number I Can Call?
Yes. You can contact our customer service team at (801) 973-8000.
I Can’t Find My Order Confirmation Email.
Please check your spam inbox, as our emails are sometimes automatically filtered there.