Pet Door Store Policy

Company Policy

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 notify you. Air shipment orders are given priority, but are not guaranteed to leave our warehouses on the date of order. 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. If you have a special situation, please call us to verify that your product can ship within the desired timeframe.

We ship to the United States of America and its territories. Our website will accept orders to be shipped to Canada and Australia, but we cannot ship certain items to those countries. If we cannot ship your order we will let you know within a day. Shipping charges are correct for the 48 contiguous states, so please call for a shipping quote if you are in HI, AK, or placing your order from another country. If you do not contact us prior to making the order, we will contact you to verify shipping charges before finalizing your order.

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 Pet Products items (Ruff Weather, Panel, VIP, Fast Sash and their replacement parts) are subject to a restocking fee of 15%, other makes will only be assessed a restocking fee of 15% after the 30 day time period expires. After 60 days you will need to call for an authorization for any return. 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 return 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 additional 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 Secure Sockets Layer (SSL) connection 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 HATE SPAM JUST AS MUCH AS YOU DO AND WE WILL NOT SELL YOUR INFORMATION TO ANY ORGANIZATION FOR ANY PURPOSE!