Company Policy
We do not ship anything outside the United States of America and it's territories.
By default all orders through the web ship via ground shipping. Most orders are shipped within 2 business days. If an order is backordered more than 5 days from the date of order, we will call you to notify you of that situation. Air shipment orders are given priority, but are not guaranteed to leave our warehouses on the date of order.
If you have a special situation, please call us to verify that your product can ship within the desired timeframe. Shipping charges for AK and HI are not correct, so please call for a shipping quote in those cases.
Air shipping is available, but not through the website. Please call to place your order with air shipping so that we can give you the correct shipping costs and verify that your item is in stock.
The Pet Door Store ensures your complete satisfaction with your purchase. If you are not completely satisfied, please return your pet door in new condition within 30 days and we will return 100% of your purchase price less shipping and handling. Ideal (Ruff Weather, Panel, VIP, and Fast Sash) and Pet 1 Products panels are subject to a restocking fee of 15% and 25% respectively, other makes will only be assessed a restocking fee of 15% after the 30 day time period expires. Although we offer free shipping to get the product to you, in the case of returned items the original shipping charge will be deducted from the total refund. Custom made doors are final sales and are not returnable or refundable.
Free shipping does not apply to oversize products, including some 96" and taller sliding glass door models. Shipping charges for doors this size vary from manufacturer to manufacturer, but there is a note warning of applicable charges below the sizing and pricing tables if any extra charges apply.
Customers are responsible for any shipping charges to return products to us for refund or exchange. The Pet Door Store will only take responsibility for shipping charges if we have made an error. In this rare instance we will expedite the shipment of the correct product and pay up to the original shipping charge to get the incorrect item from you. If you need a replacement item shipped via next day air or 2 day air shipping, you will be responsible for those charges.
Custom built pet doors are non-returnable, so call
customer service if you are not completely sure that the product you are
choosing is correct. Used items are also not refundable. Inspect the product
before use to ensure your satisfaction.
Installation questions are common, and we already know a good solution to most difficulties you may encounter. Please call customer service if you cannot easily install an item. We can probably save you the expense of return shipping and give you a simple solution to your dilemma.
All orders placed via our website are done through
a Comodo SSL secured server to protect your
personal information. Our website uses cookies to recognize you as our customer
and provide you with relevant info. Orders through the website are not finalized
while you are online. Therefore, if you need to know immediately that your
credit card has been charged, or your product is available for immediate
shipment, please call customer service to place the order.
WE WILL NOT SELL YOUR INFORMATION TO ANY ORGANIZATION FOR ANY PURPOSE!
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