Help Center
Order Issues
When will my order ship?
That depends on what product you ordered. Typically, as long as your product is in stock and not custom order, they can take three to five business days before being ready to ship...
Read moreI received the wrong item!
We're sorry for the inconvenience. Please contact our customer service team as soon as possible so that we can fix your order.
I ordered the wrong product!
We're sorry for the inconvenience. Please contact our customer service team as soon as possible so that we can fix your order.
Payments
Do discount codes expire?
Some of our codes do. If your code has an expiration date, it can be found at the source. Otherwise, you can use the code whenever you want!
How can I pay for my door?
We only accept the following payment methods:Visa, Master Card, American Express, Paypal, and the Discover Card.
It looks like you charged me twice for my order.
We're sorry for the inconvenience. Please contact our customer service team as soon as possible so that we can fix your order.
Delivery
Do you ship internationally?
Yes, we do offer international shipping for some of our pet doors and products. Brands like Endura Flap, Liberty Pet Door, Whiskers & Windows, and Dragon Pet Door are guaranteed to ship internationally. International shipping for other pet doors may be limited at the request of the manufacturer.
How much does shipping cost?
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.
I didn't receive my order.
We're sorry for the inconvenience. Please contact our customer service team as soon as possible so that we can fix your order.
How are shipping rates calculated?
Shipping rates are calculated based on the total weight of your order, where you are shipping to, and how quickly you want to receive it.
Read moreI received the wrong part/order or an incomplete order.
We're sorry for the inconvenience. Please contact our customer service team as soon as possible so that we can fix your order.
Why is my order taking so long?
There are plenty of reasons why an order may be taking a long time to reach you. If your order hasn't shipped yet, we are most likely still packaging your order...
Read moreWhen will my order ship?
Unless you have ordered a custom pet door or a product that is out of stock, it can take three to five business days for your order to be shipped.
Will my International shipment be charged delivery/customs fees?
Yes. As the recipient, International customers are responsible for duties, taxes and import fees in addition to shipping charges.
How do I track my order?
When your order ships, you will receive a confirmation email with a tracking number for FedEx. You can go to the FedEx website to track you order from there.
What should I do if my order hasn't been delivered?
You can contact our customer service team for support.
What countries do you ship to?
We ship to anywhere in the world.
Can I change my shipping address?
Yes. Please contact our customer service team to do so.
Returns & Refunds
What is your return policy?
If you are not satisfied with your purchase for any reason, please email or call us to submit a request...
Read moreMy product arrived damaged.
We're sorry for the inconvenience. Please contact our customer service team as soon as possible so that we can fix your order.
What happens if I return my order before I've recieved it in the mail?
If you initiate the return process while your order is in transit, you will need to ship it back to us free of charge before we can issue the refund. You can begin the return process by contacting our customer service team.
How do I return my order?
You can initiate the return process by contacting our customer service team by email, phone, or chat.
I need my refund directed to a different account.
Unfortunately, we can only refund money directly into the account the purchase was made from.
Can I exchange my order for a different one?
You will need to return your order and purchase the product of your choice. You can begin the return process by contacting our customer service team for a prepaid return label.
How do I claim my warranty policy?
We’re sorry that you’re experiencing problems with your brand new pet door. Your pet door’s warranty is different depending on what brand and model pet door you have...
Read moreCan I return or exchange my custom pet door?
Unfortunately, we cannot accept returns or exchanges for custom orders as they are made specifically for you.
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
Do you do installations?
No, but you can view a list of installers that specialize in pet doors here:
Read moreHow do I install a pet door?
Every product comes with installation instructions, which you can find on our our site the product page. You can also view this guide for further assistance:
Read moreHow can I install a patio pet door if my sliders meet in the middle?
Installation can work the same way as with standard sliding doors...
Read moreProduct and Stock
What size flap do I need for my dog?
Every brand's flap size standard is different, so we can't recommend a specific size. A good-fitting dog door should have at least 1" of space between your dog's back and the top edge of the frame...
Read moreHow do I measure my sliding door track?
This video from EnduraFlap.com shows you how to measure your door track.
Can I get a discount for buying my doors in bulk?
Yes. Please contact our customer service team.
Is there a comparison chart for all of the pet doors on your site?
Yes there is! If you're looking for an easy way to start your pet door search, this comparison chart will help. Check out what each pet door brand's specialty is, where their doors can be installed...
Read moreWhat replacement flap do I need?
Dog door flaps are not interchangeable between brands, if not models. You need to purchase the correct flap in order to fully repair your door. This can be difficult if your door is many years old and...
Read moreWhat is a good dog door for my dog's breed?
Some pet door retailers will recommend pet doors based on your pet’s breed or weight. However, when it comes to finding a door flap in the right size for your pet, we find that basing it on your pet’s height is the better method...
Read moreThe retainer clip on my Endura Flap pet door fell off. How do I fix it?
We’re sorry that happened! The retainer clip is very important for keeping the magnets on your Endura Flap pet door in place, so we understand how frustrating that can be...
Read moreAre there any raccoon-proof pet doors?
Yes. We highly recommend the Sureflap DualScan cat flap.
Why can't I get a smart door for large dogs?
Currently, the largest smart door for dogs is the High Tech pet door, which has a maximum flap height of 16". The smart pet door market is still new, and many of its limitations prevent doors from working properly with larger pets.
What do I do if my dog doesn't like the new pet door?
Sounds like your will need to train your dog to use their new pet door...
Read moreI need a new pet door that fits the hole already in my wall.
Sounds like a custom pet door will work best for you.
Is there a smart door that works with a phone app?
The Sure Petcare Connect Hub allows you to control compatible Sureflap doors remotely from your phone.
Website Questions
Do you have a phone number I can call?
Yes. You can contact customer service by calling: 1-800-826-2871
I can't find my order confirmation email.
Your email may have been automatically filtered into your spam folder. If it is not there, please contact our customer service team and we will resend your order confirmation email.
I am having trouble signing into my account.
We do not have accounts on our website. If you need information concerning your order or need to change your order, please contact our customer service team.
