Help Center
Order Issues
When will my pet door ship?
That depends on what product you ordered. That depends on what pet door or Endura Flap accessory you ordered. As long as your order is in full stock and not a custom order, your pet door or accessory....
Read moreI recieved the wrong order!
Oops! We understand how much of a pain that can be, and we're sorry for the inconvenience. Please contact our customer service team as soon as possible so that we can fix your order and get the pet door you ordered to you as soon as possible.
I ordered the wrong product by mistake! How do I fix it?
No worries! Mistakes happen all of the time, but we understand how much of an inconvenience this must be for you. Please contact our customer service team as soon as possible so that we can fix your order and get the right pet door to you as soon as possible.
Payments
Do you have discount counts? Do they ever expire?
We have a few discount codes out there in the world, and some of them do expire eventually. If your code came has an expiration date, it can be found at the code's source. Otherwise, you can use the discount code whenever you want!
What payment methods do you accept?
We only accept the following Visa, Master Card, American Express, Paypal, and the Discover Card.
I was charged twice for my order.
It seems like something went wrong with our systems. That should have never happened, and we're sorry for the inconvenience. Please contact our customer service team as soon as possible so that we can fix your order.
Delivery
How much do you charge for shipping?
Our shipping rates depending heavily on the weight of the door you ordered, where it is shipping to, and what type of shipping you are using. You can view all of your shipping options and select the one that is best for you during checkout.
Where do you ship from?
We ship from our warehouse in San Luis Obispo, California.
What do I do if I didn't receive my order?
We're sorry for the inconvenience. There may have been a problem with the shipping service we used. Please contact our customer service team as soon as possible so that we can find out what happened and get your order to you as soon as possible.
How do you calculate shipping rates?
Our 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. There may be additional fees if you are ordering from outside of the United States.
What do I do if I received the wrong pet door? What about an incomplete order?
It seems like we made a mistake. 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 pet door taking so long to be shipped?
There are plenty of reasons why an order may be taking a long time to reach you, including supply issues or delivery delays. If your order hasn't shipped yet, we are most likely still making or packaging your order...
Read moreHow long does it take for my order to ship?
It typically takes three to five business days for your order to be shipped. However, this process will be longer for pet doors and parts that are custom order or out of stock.
Will my pet door package be charged delivery/customs fees?
Yes. Once you place your order, we will contact you over email about the specific delivery and custom fees applicable to your order. We do not have control over these fees as they are determined by the country you live in.
How do I track my order while it is out on delivery?
You will recieve a confirmation email with a tracking number when your order ships. You can then go to the delivery service provider's website to track your order from there.
What should I do if my pet door hasn't been delivered even though the website says it has been?
It seems like there may have been an issue with delivery, including it being lost or stolen. You can contact our customer service team and we will investigate the matter.
Do you ship outside the United States?
Yes! We ship our pet doors to anywhere in the world.
How do I change my shipping address?
Our customer service team will need to change to for you. Please contact us by email or phone to do so.
Returns & Refunds
What is the return policy?
The recipient is responsible for return shipping costs. If you are not satisfied with your purchase for any reason, please call or email Endura Flap® Pet Doors for a Return Merchandise Authorization number (RMA number)...
Read moreWhat do I do if my product arrived damaged?
We're sorry for the inconvenience. It seems like there may have been a problem that occurred during shipping. Please contact our customer service team as soon as possible so that we can fix your order.
Can I return my pet door before I've received it in the mail?
You can initiate the return process while your order is in transit, but you will have to wait for it to be delivered to you before you can. We will not issue a refund until we receive the returned door.
How do I return my pet door?
You can begin the return process by contacting our customer service team by email, phone, or chat.
How do I direct my refund to a different account.
Unfortunately, we can only refund money directly into the account the purchase was made from.
Can I exchange my pet door 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 and further steps.
How do I claim my lifetime warranty policy?
Endura Flap® pet doors have a lifetime warranty for normal wear & tear and manufacturing defects. Simple.
Read moreCan I return or exchange my Pet Doors Guys In the Glass pet door?
Unfortunately, we cannot accept returns or exchanges for any custom orders as they are made specifically for you.
When will my refund be processed?
Returns are processed during the business week only. If you have already shipped back your return, your refund will be processed once we have received your order and verified that your pet door is still in like-new condition.
Installation Questions
Do you do installations?
No, but we have resources available to aid in the installation process.
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. In order for the panel insert to remain secure and stable, you will need to make one of your sliders stationary...
Read moreHow to secure a dog door from intruders?
All Endura Flap® Pet Doors, except Kennel Doors, ship with a Locking Cover. The Locking Cover is made with a durable, molded ABS plastic in a three-dimensional shape for increased strength...
Read moreHow do I install a pet door?
Installation instructions can be found on every product page, but you can also find specific videos here:
Read moreProduct and Stock
Where are these made and shipped from?
All Endura Flap® products are manufactured in the United states and shipped from San Luis Obispo, California, except for the Pet Door Guys' "In-the-Glass" pet door for sliding glass doors, which are sent from Washington.
Why should I buy an Endura Flap®?
The first thing to consider when buying a quality pet door is the material and flap flexibility. Large dogs and small dogs alike will go through dog doors at high speeds...
Read moreWhat size flap do I need for my dog?
You dog door needs to be at least 1" above the tallest point of your dog's back. You can use our measurement guide to learn how to measure your pet for a door, or you can check out our pet door size by dog breed guide.
How do I measure my sliding door track for a pet door insert for sliding glass doors?
This video shows you how to measure your door track.
Can I get a discount for buying my pet door in bulk?
We offer discounts for the Endura Flap Kennel Pet Door. For other models, please contact our customer service team
What replacement flap do I need?
There is only one flap used for all Endura Flap pet doors, so just buy a replacement flap in the same size as the one you currently have.
What is a good dog door for my dog's breed?
We recommend measuring your pet instead of relying on your dog's breed, but we do have this guide to help guide you in the right direction.
Read moreThe retainer clip on the bottom of my flap fell off. How do I fix it?
The Retainer Clip is a sturdy plastic piece that holds the magnets lining the bottom of the flap in place. This piece can be removed easily, allowing you to access the flap magnets and adjust their strength...
Read moreCan I get a custom size Endura Flap?
A few of our panel inserts are available in custom sizing in order to best fit the tracks you want to install it into. However, our door mount and wall mount doors are only available as is.
How do I train a dog to use a dog door?
Most dogs are so happy to be able to go outside that training is a breeze. However, your pooch or new puppy doesn't know what a pet door flap is at first, so they will need to be shown how it works...
Read moreDo you have any training tips for how to get a cat to use a cat door?
Start with a hungry cat. Hunger may be a good training aid since some cats can be stubborn. Keep in mind that you, the trainer, has to have patience. Some cats get it right away...
Read moreCan I get an Endura Flap that fits the hole already in my wall?
Since we do not offer custom flap sizes, the best solution we can suggest is finding the wall mount size whose rough cutout best matches the hole in your wall and making the hole a little bit bigger to accommodate it.
How do I adjust the magnet strength of my Endura Flap?
Take a look at this video on how to adjust the magnet strength of your Endura Flap Pet Door. Adjusting the magnet strength of the flap is a great way to make it easier for timid pets to use or to increase wind resistance in harsh climates.
Help! The locking cover is stuck!
To unstick an Endura Flap locking cover that is stuck upside down is a team effort for two people...
Read moreWebsite Questions
Is there a phone number I can call?
Yes! Our customer service line is: 1-800-826-2871
I can't find my order confirmation email.
Your email could 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 (just make sure you add us to your contacts so that it doesn't go into your spam box).
