Free U.S. Shipping and Limited Lifetime Warranty For Endura Flap Pet Doors

EnduraFlap.com Terms & Privacy Policy (USE POLICIES)

v2026.1, effective August 21, 2026

Terms & Privacy

These are the rules for buying from Endura Flap and using enduraflap.com, and a plain explanation of what we do with your information.

Three things live on their own pages because they change on their own schedule:

If those pages and this one ever disagree, the page on that specific subject controls.

Jump to:
Who we are · Privacy · Cookies and tracking · Your privacy choices · Terms of sale · Using this site · Your content and reviews · Text messages · Calls and chats · Disputes · Accessibility · Changes

Who we are

Endura Flap is a brand of Patio Pacific, Inc.

254 Granada Drive
San Luis Obispo, CA 93401

(800) 826-2871, Monday through Friday, 8:00 AM to 4:30 PM Pacific
customerservice@enduraflap.com
privacy@enduraflap.com for anything about your information

We, us, and our mean Patio Pacific, Inc. You means the person using the site or placing the order.

Our other brands. Patio Pacific also operates PetDoors.com and Liberty Pet Doors. We manufacture Endura Flap and Liberty Pet Doors in San Luis Obispo. PetDoors.com also resells doors made by other companies.

One customer record across brands. We keep customer and order records in a single business system (NetSuite). If you have bought from more than one of our brands, those orders may sit under one customer record. Our marketing email lists can also span brands, so a message may reference a brand other than the one you bought from. Every marketing email has an unsubscribe link, and unsubscribing stops marketing email from all of our brands.

What this page covers. Purchases you make from us on enduraflap.com, and your use of enduraflap.com. If you bought an Endura Flap on Amazon, Amazon's terms govern the order itself, including returns and risk of loss. Our warranty still applies to the product.

Where we sell. We sell in the United States and to some other countries. We do not sell to the European Union, the European Economic Area, the United Kingdom, or Switzerland. You can still browse the site from those places.

Privacy

Here is the whole of it: we collect what it takes to build your door, ship it, support it, and honor the warranty, and we use a limited slice of that to measure our advertising. We do not sell customer lists. You can switch off the advertising part at any time.

What we collect, where it comes from, and why

What Examples Where it comes from Why we use it Shared with ad platforms?
Contact and delivery details Name, email, phone, shipping and billing address You, at checkout or when you contact us Fulfill and ship orders, support, warranty service, fraud checks Yes, as a hashed identifier
Order and service history What you bought, returns, warranty claims, support tickets You, and our own systems Fulfill orders, handle returns and warranty, accounting Yes, purchase events only, to measure ads and to stop showing you ads for things you already own
Payment details Card type, last four digits, billing address, PayPal confirmation Our payment processors Take payment, issue refunds, prevent fraud No
Website activity Pages viewed, referring site, clicks, browser and device, IP address Automatically, through cookies and server-side measurement Make the site work, fix problems, measure advertising Yes
Approximate location City or region, estimated from your IP address Automatically Show the right shipping options and tax, fraud checks, ad measurement Yes, as part of the above
What you send us Emails, chat transcripts, call recordings, install photos and videos You Answer your question, warranty and return decisions, quality and training No
Inferences Which products you looked at, what you seem to need Derived from the above Improve the site and instructions, show relevant ads Yes

Sensitive information. We do not collect precise geolocation, government ID numbers, race, religion, health information, sexual orientation, union membership, or the contents of your private messages. We do not use any of the information above to figure out characteristics like those.

Card numbers. We never ask you for card details by email, text, or chat. Some customers send them anyway, and when that happens we delete them.

Taking payment over the phone is different. There is no way to do it without you reading the number out loud to us, and we record our calls, so the number you read is spoken into that recording. We would rather tell you that than let you assume otherwise.

Here is what we do with it. Recordings are downloaded on a schedule, transcribed, and loaded into our database, and a cleaning process removes personal information, card details included, from the transcript text. That process is new. We never keep card details on purpose, we do not retain card numbers, and the full number is not stored in NetSuite, the system that holds your orders. Payment itself runs through our payment processor.

Who we share it with

We are not in the business of selling customer lists, and we do not buy them.

We do give information to companies that do work for us, only for that work:

  • Shopify runs the store and checkout. Shopify Payments and PayPal process payments.
  • NetSuite holds orders, customers, and accounting.
  • Klaviyo sends marketing email and text messages.
  • Zendesk runs support email and site chat.
  • Stamped collects and displays product reviews.
  • Shipping carriers get the name, address, and phone needed to deliver.
  • Google and Meta get advertising and measurement data, described below.

We also share information when the law requires it, to protect people or property, and if the business or a brand is ever sold or merged.

Advertising and measurement

We advertise on Google and Meta, and we measure whether it works.

  • Third-party vendors, including Google, show our ads on other sites. They may use cookies or device identifiers based on your past visits here.
  • We give Google and Meta a hashed version of an email address or phone number so we can reach past customers, or exclude them from ads for a product they already bought. Hashing turns the value into a scrambled string that we cannot reverse. These platforms do not send us your contact details in return.
  • If you click an ad and then order by phone, we may match that sale back to the ad.

California law treats some of this as sharing for cross-context behavioral advertising, and may treat it as a sale even though no money changes hands. You can turn it off. See Your privacy choices.

We use only information from your own dealings with our brands.

How long we keep things

Record How long
Order and warranty records For as long as the warranty on that product lasts. Endura Flap doors carry a lifetime warranty, so we keep those records indefinitely. We cannot honor a lifetime warranty on a record we deleted.
Accounting and tax records 7 years
Support tickets, emails, and chats As long as the record may be needed to service the order, honor the warranty on the product it concerns, meet tax and accounting law, or handle a dispute. A record tied to a door with a lifetime warranty can be kept for the life of that door.
Call recordings The same criteria as the row above.
Analytics and advertising data 2 years
Reviews, photos, and videos you send us for publication See Your content and reviews

Where a row above gives a number, we delete or anonymize the record after that, unless the law requires us to keep it longer or it is part of a live dispute. Where a row gives criteria instead of a number, those criteria are what decide it. We would rather tell you what governs the decision than publish a figure we do not hold to.

Security and location

We use reasonable administrative, technical, and physical safeguards, and we limit access to employees who need the information for their jobs. No system is perfect and we cannot promise absolute security.

We are in California and your information is stored and processed in the United States.

Children

The site is not for children. We do not knowingly collect personal information from anyone under 16. If you believe a child gave us information, email privacy@enduraflap.com and we will delete it.

Cookies and tracking

Cookies are small files a site stores in your browser. We use them and similar tools for three things:

  • Essential. Cart, checkout, login, security, fraud prevention. The site does not work without these.
  • Analytics. How the site is used and where it breaks.
  • Advertising and measurement. Whether our ads work, and which ads you see.

Server-side measurement. Some measurement happens on our own servers instead of in your browser, using a first-party subdomain. Browser-level blockers may not stop it. Your opt-out choices still apply to it, and we apply them.

No cookie banner. We do not run advertising or analytics tags for visitors in the European Union, the European Economic Area, the United Kingdom, or Switzerland, so there is nothing there to consent to and no banner to click through. We do not sell to those regions, and people there can still read the site.

If you are in the United States, your controls are the Do Not Sell or Share My Personal Information link in the footer of every page and the Global Privacy Control signal. Both are in the next section. Your notice at collection is the table above, which is where we tell you what we gather and why before you give it to us.

Do Not Track. Some browsers can send a Do Not Track signal. There is no agreed standard for what a business must do when it receives one, and our site does not respond to it. We do honor Global Privacy Control, which is a different signal. See below.

Your privacy choices

Turn off ad sharing

  • Do Not Sell or Share My Personal Information. This link is also in the footer of every page. It opts out the browser you are using. Enter your email on that page and we will also opt out the account behind it.
  • Global Privacy Control (GPC). If your browser or an extension sends a GPC signal, we treat it as an opt-out of sale and sharing for that browser, automatically, with nothing for you to click.
  • Opting out of ad sharing does not stop us from processing your order or contacting you about it.

Marketing

  • Email. Unsubscribe link at the bottom of any marketing email. This stops marketing email from all of our brands.
  • Text messages. Reply STOP. See Text messages.
  • Order confirmations, shipping notices, and warranty or return updates are not marketing and will keep coming.

Cookies and ads elsewhere

Requests about your information

You can ask us to:

  • Tell you what we have collected about you, where it came from, why, and who we shared it with, including the specific pieces of information.
  • Give you a copy in a portable, machine-readable file you can move somewhere else.
  • Correct anything wrong.
  • Delete what we hold, subject to the exceptions below.
  • Stop sharing your information for advertising.
  • Limit how we use sensitive personal information. We do not use it in the ways that this right is meant to control, but you can still ask and we will answer.

We will not treat you worse for asking. No price change, no service change, no slower support.

How to ask. Email privacy@enduraflap.com or call (800) 826-2871.

What happens next. We confirm we received the request within 10 business days. We answer within 45 calendar days. If we need more time we will tell you before that runs out and take up to 45 more days.

How we check it is you. We match what you give us against our records, usually an order number plus the email or phone on the order. For deletion, or for a copy of specific pieces of information, we ask for more before we act, because handing your information to the wrong person is the worse mistake.

Someone acting for you. An authorized agent can submit a request with written permission signed by you. We may also contact you directly to confirm.

What we cannot delete. We keep what we need to complete your order, honor a warranty, handle a return, meet tax and accounting law, prevent fraud, and defend legal claims. If we refuse part of a request, we tell you which part and why.

If you disagree with our answer. Reply within 30 days and ask for an appeal. A different person reviews it and responds within 45 days. If you are still unsatisfied you can complain to the California Attorney General, the California Privacy Protection Agency, or the attorney general of your own state.

Where you live. These rights come from California law. We honor them for residents of every U.S. state, through the same process and on the same timeline described above. You do not have to tell us which state you are in or find a state law that covers you. Running one process is cheaper and more reliable than running several, and a right we only honor for some customers is not much of a right.

Terms of sale

Your agreement

Next to the order button we show this notice:

By placing your order you agree to our Terms and Privacy and our Refund Policy.

with a link to this page and a link to the Returns and refunds page. Placing the order is your agreement to these terms. If you do not agree, do not place the order.

You must be 18 or older to buy from us.

Order acceptance

An order confirmation means we received your request, not that we accepted it. We may decline or cancel an order for reasons including stock problems, payment or verification failures, suspected fraud, or a pricing or listing error. If we cancel, we refund the full amount to the original payment method and tell you why.

Prices and errors

Prices are in U.S. dollars and can change without notice. Sales tax is added where required.

Prices, specifications, and product descriptions on this site are occasionally wrong. If an item is listed at an obviously incorrect price, we may cancel the order and refund you in full, even after you receive an order confirmation. We will contact you first and offer you the item at the correct price. An order confirmation does not obligate us to sell at a price that was published in error.

That is the whole rule on pricing errors. The Returns and refunds and Shipping pages point back here instead of repeating it, so there is only one version to keep current.

Custom and made-to-order products

Many of our products are built after you order. Once production starts we may not be able to change or cancel the order. Contact us right away if you need to try. Custom products cannot be returned. The Returns and refunds page has the details.

Shipping, returns, and warranty

  • Shipping covers transit times, delays, lost packages, and duties.
  • Returns and refunds covers windows, the condition an item has to come back in, and how to start a return.
  • Warranty covers what is and is not a defect, who is covered, and how to file a claim.

Installation and intended use

Installing a pet door is a permanent change to your home. If you are not comfortable with tools or construction, hire a qualified installer. You are responsible for choosing the right product for your opening and your pet, and for installing it safely.

Pet doors are not security devices and not containment devices. They do not guarantee that a pet stays in or that a person stays out. Think about children, pools, and anything else on your property before you install one.

Implied warranties

We give you a written warranty, so we do not disclaim the implied warranties that come with a product under law, such as the implied warranty of merchantability. Federal law does not permit that, and we are not attempting it. The written warranty is in addition to those rights.

Site content itself, meaning text, images, specifications, and availability, is provided as is. We try to keep it accurate and sometimes get it wrong.

Limits on our liability

Our total liability to you for any claim connected to a product or to this site is limited to what you paid for the product the claim is about.

We are not liable for indirect, incidental, special, or consequential damages, or for lost profits.

Those limits do not apply to:

  • death or personal injury caused by our negligence,
  • fraud or intentional misrepresentation,
  • gross negligence or willful misconduct,
  • anything else California law does not permit a business to limit, including rights you have under consumer protection statutes that cannot be waived.

Some states do not allow these limits at all. If yours does not, they do not apply to you.

Force majeure

We are not responsible for delays or failures caused by events outside our reasonable control, such as natural disasters, carrier failures, supply chain disruption, or power and network outages. This does not affect your right to cancel a delayed order or to a refund.

Export

You agree not to export or re-export our products in violation of United States export law.

No resale

Our products are sold for your own use. Reselling them without our written permission is not permitted. If you want a reseller relationship, email customerservice@enduraflap.com.

Using this site

Use the site lawfully. Please do not:

  • interfere with the site or try to get into parts of it you are not authorized to reach,
  • run bots, scrapers, or crawlers on it without our permission,
  • submit false, illegal, infringing, or defamatory content,
  • give false information when ordering or contacting us.

Your license. We grant you a limited, non-exclusive, revocable license to use the site for your own non-commercial purposes.

Our content. The Endura Flap name and logo, the site's text, photographs, videos, drawings, and product designs belong to us or our licensors. Do not copy or reuse them commercially without written permission.

Third-party links. Some pages link to other companies. We do not control those sites and are not responsible for them.

If you misuse the site. If you deliberately misuse the site or break these terms and that causes us actual legal costs, you agree to cover those costs, to the extent the law allows. This applies to intentional misuse, not to an ordinary disagreement about an order.

Your content and reviews

Two different things

Support material. Photos, videos, measurements, and messages you send so we can help you with an install, a return, or a warranty claim. We use these to answer your question, decide the claim, and train our team. We do not publish them or use them in marketing. If we ever want to use one publicly, we will ask you first.

Material you submit for publication. Reviews, ratings, photos, and videos you post on our site or send us to publish.

What you give us when you submit for publication

By submitting for publication, you:

  • give us a worldwide, royalty-free, non-exclusive license to use, display, reproduce, adapt, and distribute that content in our marketing and on our site, on other retail platforms, and in advertising,
  • agree we may use your first name, last initial, city, and your likeness where you appear, to identify the content,
  • confirm that you own it or have permission, that anyone shown in it agreed to appear, and that it does not violate anyone else's rights.

How long this lasts. You can ask us to stop using your content at any time. Email customerservice@enduraflap.com. Within 10 business days we will remove it from our site and stop using it in anything new. Materials already produced and distributed, such as a printed catalog, an ad already running, or a listing on a platform we do not control, may keep running until they cycle out, and the license for those specific materials is perpetual. We will not start anything new with it.

Reviews

What we commit to. We do not condition, gate, or filter reviews based on rating. We do not withhold, suppress, or delete a review because it is negative, and we do not publish only the positive ones. We do not offer anything in exchange for a positive review or for changing a review. If we ask a customer for a review, we ask everyone in that group, not just the happy ones.

We remove a review only if it is off topic, contains personal information, is abusive or obscene, is not from a real customer, or infringes someone's rights. If we remove yours, we will tell you why.

What we ask of you. Write about your own experience with the product. Do not submit a review you were paid for without saying so. If you got the product free or at a discount in exchange for a review, disclose it in the review itself. Federal Trade Commission rules require that disclosure, and the same rules put the obligation not to suppress negative reviews on us.

Text messages

If you give us your mobile number, we may text you about your order.

If you opt in to marketing texts:

  • Consent is not a condition of buying anything.
  • Messages may be sent with automated technology.
  • Frequency varies. Message and data rates may apply.
  • Reply STOP to stop. Reply HELP for help, or call (800) 826-2871.
  • Carriers are not liable for delayed or undelivered messages.

We do not sell your mobile number, and we do not share it so another company can market to you. We do use a hashed form of it with Google and Meta to run our own ads, as described under Privacy. Replying STOP stops the messages but does not by itself opt you out of ad sharing. Use the Do Not Sell or Share My Personal Information link for that.

Calls and chats

Calls. We may record calls for quality, training, and fraud prevention. California requires everyone on a call to consent, so we tell you at the start of the call, before recording. If you would rather not be recorded, say so and we will turn it off or continue without a recording. That does not affect the help you get.

Chat. Our chat widget saves the conversation. A notice appears before the widget starts saving anything.

Retention and deletion. We keep a recording or a transcript for as long as it may be needed to service your order, honor the warranty on what you bought, meet tax and accounting law, or handle a dispute. A call about a door with a lifetime warranty can be kept for the life of that door. We do not publish a fixed period, because the criteria above are what actually decide it. To ask us to delete a specific recording or transcript, email privacy@enduraflap.com. We process those within 30 days unless one of the reasons above requires us to keep it, and then we tell you which one.

Disputes

Most problems are a phone call. Start there: (800) 826-2871 or customerservice@enduraflap.com.

This section limits how you can bring a legal claim against us. Read it. You can opt out of arbitration within 30 days of your first purchase, and doing so costs you nothing.

Governing law

California law governs these terms and any dispute between us, without regard to conflict-of-law rules.

Step one: tell us, in writing

Before either of us starts arbitration or a lawsuit, the one with the complaint sends the other a written notice describing the problem and what would resolve it.

Send yours to:

Patio Pacific, Inc.
Attn: Legal Notice
254 Granada Drive
San Luis Obispo, CA 93401

We will send ours to the address on your order.

We then have 60 days to work it out. Either of us can ask for a phone or video call during that time, and both of us should take it. If it is not resolved in 60 days, either of us can move on. This 60-day period pauses any filing deadline that would otherwise run out.

Step two: individual arbitration

If we cannot resolve it, the dispute goes to binding individual arbitration instead of court. Arbitration is a private process where a neutral arbitrator, not a judge or a jury, decides the case. The decision is final and enforceable in court.

  • The American Arbitration Association (AAA) administers it, under its Consumer Arbitration Rules, available at adr.org.
  • Who pays. AAA's Consumer Rules put most of the cost on the business. You pay the capped consumer filing fee in AAA's fee schedule. We pay the rest of AAA's fees and all of the arbitrator's fees. If the filing fee is a hardship, tell us and we will pay it.
  • Where. You choose: by telephone, by video, on documents only, or in person in the county where you live. We will not ask you to travel to San Luis Obispo.
  • What the arbitrator can do. The arbitrator can award you anything a court could award you individually, including damages, and can order us to do or stop doing something as to you.

Carve-outs

Some things do not go to arbitration:

  • Small claims court. Either of us can bring a qualifying claim there instead. That is often the fastest route for a claim about one door.
  • Intellectual property and system misuse. Either of us can go to court for an order stopping infringement, misuse of confidential information, or unauthorized access to our systems.
  • Public injunctive relief. If you bring a claim under California law asking a court to stop a practice for the benefit of the general public, that claim can be heard in court. California does not allow that right to be sent to arbitration, and we are not trying to.

Individual claims only

Claims must be brought individually. Neither of us can bring a class action, act as a class representative, or join claims with other people, except through the batching process below and except for public injunctive relief.

We do not ask you to waive a jury trial. For any claim that ends up in court, your right to a jury is untouched.

Many similar claims at once

If 25 or more similar arbitration demands are filed against us within 30 days by the same lawyer or by coordinated lawyers, AAA will group them into batches of up to 50. Each batch gets one arbitrator and one set of filing fees. The first batches are decided first, and both sides use those results to try to settle the rest. Filing deadlines pause for everyone in the group while their batch waits. This keeps the process usable instead of collapsing under its own weight.

Who decides what

The arbitrator decides questions about whether a dispute belongs in arbitration, including whether this section is valid or applies. One exception: a court, not an arbitrator, decides whether the individual-claims-only rule above is enforceable.

If part of this fails

If the individual-claims-only rule is held unenforceable for a particular claim, that claim goes to court and the rest of this section still governs every other claim. If any other part of this section is held unenforceable, the rest still applies.

Opting out of arbitration

You have 30 days from your first purchase from us to opt out. Opting out does not affect your purchase, your warranty, or anything else. If you opt out, disputes go to the state or federal courts in San Luis Obispo County, California, and everything else on this page still applies.

Send your name, the email or phone on your order, your order number, and a statement that you are opting out of arbitration, to either:

  • Email: legal@enduraflap.com
  • Mail: Patio Pacific, Inc., Attn: Arbitration Opt-Out, 254 Granada Drive, San Luis Obispo, CA 93401

We will confirm we got it.

If you have already opted out on a previous purchase, you do not need to do it again.

Service of legal documents

We do not accept service of legal process by email or through the chat widget. Service of process on Patio Pacific, Inc. goes to our office:

Patio Pacific, Inc.
Attn: Legal
254 Granada Drive
San Luis Obispo, CA 93401

This section survives

These dispute terms continue to apply after your purchase is complete and after you stop using the site.

Accessibility

We are working toward WCAG 2.2 Level AA, the current international standard for web accessibility. We are not claiming we meet it today.

If any part of this site does not work for you, we will get you what you need another way. Call (800) 826-2871 or email customerservice@enduraflap.com. We respond within 2 business days, and we can take an order, quote shipping, size a door, or handle a warranty claim entirely by phone or email.

Tell us what went wrong and we will fix it. Accessibility problems are bugs and we treat them that way.

Changes

We update this page as the business changes. Every version is dated.

Changes apply going forward from the date they are posted. The date on the version you are reading is at the bottom of this page.

Material changes get notice. If we change something that meaningfully affects your rights, such as the dispute section, the liability limits, or how we share your information, we will post a notice on the site at least 30 days before it takes effect, and email customers who have an account or an order in the last 12 months. If you do not agree with a change to the dispute section, you have 30 days from the notice to opt out of arbitration using the process above.

Minor changes, like a corrected address or a clearer sentence, take effect when posted.

v2026.1, effective August 21, 2026

Terms & Privacy

These are the rules for buying from Endura Flap and using enduraflap.com, and a plain explanation of what we do with your information.

Three things live on their own pages because they change on their own schedule:

If those pages and this one ever disagree, the page on that specific subject controls.

Jump to:
Who we are · Privacy · Cookies and tracking · Your privacy choices · Terms of sale · Using this site · Your content and reviews · Text messages · Calls and chats · Disputes · Accessibility · Changes

Who we are

Endura Flap is a brand of Patio Pacific, Inc.

254 Granada Drive
San Luis Obispo, CA 93401

(800) 826-2871, Monday through Friday, 8:00 AM to 4:30 PM Pacific
customerservice@enduraflap.com
privacy@enduraflap.com for anything about your information

We, us, and our mean Patio Pacific, Inc. You means the person using the site or placing the order.

Our other brands. Patio Pacific also operates PetDoors.com and Liberty Pet Doors. We manufacture Endura Flap and Liberty Pet Doors in San Luis Obispo. PetDoors.com also resells doors made by other companies.

One customer record across brands. We keep customer and order records in a single business system (NetSuite). If you have bought from more than one of our brands, those orders may sit under one customer record. Our marketing email lists can also span brands, so a message may reference a brand other than the one you bought from. Every marketing email has an unsubscribe link, and unsubscribing stops marketing email from all of our brands.

What this page covers. Purchases you make from us on enduraflap.com, and your use of enduraflap.com. If you bought an Endura Flap on Amazon, Amazon's terms govern the order itself, including returns and risk of loss. Our warranty still applies to the product.

Where we sell. We sell in the United States and to some other countries. We do not sell to the European Union, the European Economic Area, the United Kingdom, or Switzerland. You can still browse the site from those places.

Privacy

Here is the whole of it: we collect what it takes to build your door, ship it, support it, and honor the warranty, and we use a limited slice of that to measure our advertising. We do not sell customer lists. You can switch off the advertising part at any time.

What we collect, where it comes from, and why

What Examples Where it comes from Why we use it Shared with ad platforms?
Contact and delivery details Name, email, phone, shipping and billing address You, at checkout or when you contact us Fulfill and ship orders, support, warranty service, fraud checks Yes, as a hashed identifier
Order and service history What you bought, returns, warranty claims, support tickets You, and our own systems Fulfill orders, handle returns and warranty, accounting Yes, purchase events only, to measure ads and to stop showing you ads for things you already own
Payment details Card type, last four digits, billing address, PayPal confirmation Our payment processors Take payment, issue refunds, prevent fraud No
Website activity Pages viewed, referring site, clicks, browser and device, IP address Automatically, through cookies and server-side measurement Make the site work, fix problems, measure advertising Yes
Approximate location City or region, estimated from your IP address Automatically Show the right shipping options and tax, fraud checks, ad measurement Yes, as part of the above
What you send us Emails, chat transcripts, call recordings, install photos and videos You Answer your question, warranty and return decisions, quality and training No
Inferences Which products you looked at, what you seem to need Derived from the above Improve the site and instructions, show relevant ads Yes

Sensitive information. We do not collect precise geolocation, government ID numbers, race, religion, health information, sexual orientation, union membership, or the contents of your private messages. We do not use any of the information above to figure out characteristics like those.

Card numbers. We never ask you for card details by email, text, or chat. Some customers send them anyway, and when that happens we delete them.

Taking payment over the phone is different. There is no way to do it without you reading the number out loud to us, and we record our calls, so the number you read is spoken into that recording. We would rather tell you that than let you assume otherwise.

Here is what we do with it. Recordings are downloaded on a schedule, transcribed, and loaded into our database, and a cleaning process removes personal information, card details included, from the transcript text. That process is new. We never keep card details on purpose, we do not retain card numbers, and the full number is not stored in NetSuite, the system that holds your orders. Payment itself runs through our payment processor.

Who we share it with

We are not in the business of selling customer lists, and we do not buy them.

We do give information to companies that do work for us, only for that work:

  • Shopify runs the store and checkout. Shopify Payments and PayPal process payments.
  • NetSuite holds orders, customers, and accounting.
  • Klaviyo sends marketing email and text messages.
  • Zendesk runs support email and site chat.
  • Stamped collects and displays product reviews.
  • Shipping carriers get the name, address, and phone needed to deliver.
  • Google and Meta get advertising and measurement data, described below.

We also share information when the law requires it, to protect people or property, and if the business or a brand is ever sold or merged.

Advertising and measurement

We advertise on Google and Meta, and we measure whether it works.

  • Third-party vendors, including Google, show our ads on other sites. They may use cookies or device identifiers based on your past visits here.
  • We give Google and Meta a hashed version of an email address or phone number so we can reach past customers, or exclude them from ads for a product they already bought. Hashing turns the value into a scrambled string that we cannot reverse. These platforms do not send us your contact details in return.
  • If you click an ad and then order by phone, we may match that sale back to the ad.

California law treats some of this as sharing for cross-context behavioral advertising, and may treat it as a sale even though no money changes hands. You can turn it off. See Your privacy choices.

We use only information from your own dealings with our brands.

How long we keep things

Record How long
Order and warranty records For as long as the warranty on that product lasts. Endura Flap doors carry a lifetime warranty, so we keep those records indefinitely. We cannot honor a lifetime warranty on a record we deleted.
Accounting and tax records 7 years
Support tickets, emails, and chats As long as the record may be needed to service the order, honor the warranty on the product it concerns, meet tax and accounting law, or handle a dispute. A record tied to a door with a lifetime warranty can be kept for the life of that door.
Call recordings The same criteria as the row above.
Analytics and advertising data 2 years
Reviews, photos, and videos you send us for publication See Your content and reviews

Where a row above gives a number, we delete or anonymize the record after that, unless the law requires us to keep it longer or it is part of a live dispute. Where a row gives criteria instead of a number, those criteria are what decide it. We would rather tell you what governs the decision than publish a figure we do not hold to.

Security and location

We use reasonable administrative, technical, and physical safeguards, and we limit access to employees who need the information for their jobs. No system is perfect and we cannot promise absolute security.

We are in California and your information is stored and processed in the United States.

Children

The site is not for children. We do not knowingly collect personal information from anyone under 16. If you believe a child gave us information, email privacy@enduraflap.com and we will delete it.

Cookies and tracking

Cookies are small files a site stores in your browser. We use them and similar tools for three things:

  • Essential. Cart, checkout, login, security, fraud prevention. The site does not work without these.
  • Analytics. How the site is used and where it breaks.
  • Advertising and measurement. Whether our ads work, and which ads you see.

Server-side measurement. Some measurement happens on our own servers instead of in your browser, using a first-party subdomain. Browser-level blockers may not stop it. Your opt-out choices still apply to it, and we apply them.

No cookie banner. We do not run advertising or analytics tags for visitors in the European Union, the European Economic Area, the United Kingdom, or Switzerland, so there is nothing there to consent to and no banner to click through. We do not sell to those regions, and people there can still read the site.

If you are in the United States, your controls are the Do Not Sell or Share My Personal Information link in the footer of every page and the Global Privacy Control signal. Both are in the next section. Your notice at collection is the table above, which is where we tell you what we gather and why before you give it to us.

Do Not Track. Some browsers can send a Do Not Track signal. There is no agreed standard for what a business must do when it receives one, and our site does not respond to it. We do honor Global Privacy Control, which is a different signal. See below.

Your privacy choices

Turn off ad sharing

  • Do Not Sell or Share My Personal Information. This link is also in the footer of every page. It opts out the browser you are using. Enter your email on that page and we will also opt out the account behind it.
  • Global Privacy Control (GPC). If your browser or an extension sends a GPC signal, we treat it as an opt-out of sale and sharing for that browser, automatically, with nothing for you to click.
  • Opting out of ad sharing does not stop us from processing your order or contacting you about it.

Marketing

  • Email. Unsubscribe link at the bottom of any marketing email. This stops marketing email from all of our brands.
  • Text messages. Reply STOP. See Text messages.
  • Order confirmations, shipping notices, and warranty or return updates are not marketing and will keep coming.

Cookies and ads elsewhere

Requests about your information

You can ask us to:

  • Tell you what we have collected about you, where it came from, why, and who we shared it with, including the specific pieces of information.
  • Give you a copy in a portable, machine-readable file you can move somewhere else.
  • Correct anything wrong.
  • Delete what we hold, subject to the exceptions below.
  • Stop sharing your information for advertising.
  • Limit how we use sensitive personal information. We do not use it in the ways that this right is meant to control, but you can still ask and we will answer.

We will not treat you worse for asking. No price change, no service change, no slower support.

How to ask. Email privacy@enduraflap.com or call (800) 826-2871.

What happens next. We confirm we received the request within 10 business days. We answer within 45 calendar days. If we need more time we will tell you before that runs out and take up to 45 more days.

How we check it is you. We match what you give us against our records, usually an order number plus the email or phone on the order. For deletion, or for a copy of specific pieces of information, we ask for more before we act, because handing your information to the wrong person is the worse mistake.

Someone acting for you. An authorized agent can submit a request with written permission signed by you. We may also contact you directly to confirm.

What we cannot delete. We keep what we need to complete your order, honor a warranty, handle a return, meet tax and accounting law, prevent fraud, and defend legal claims. If we refuse part of a request, we tell you which part and why.

If you disagree with our answer. Reply within 30 days and ask for an appeal. A different person reviews it and responds within 45 days. If you are still unsatisfied you can complain to the California Attorney General, the California Privacy Protection Agency, or the attorney general of your own state.

Where you live. These rights come from California law. We honor them for residents of every U.S. state, through the same process and on the same timeline described above. You do not have to tell us which state you are in or find a state law that covers you. Running one process is cheaper and more reliable than running several, and a right we only honor for some customers is not much of a right.

Terms of sale

Your agreement

Next to the order button we show this notice:

By placing your order you agree to our Terms and Privacy and our Refund Policy.

with a link to this page and a link to the Returns and refunds page. Placing the order is your agreement to these terms. If you do not agree, do not place the order.

You must be 18 or older to buy from us.

Order acceptance

An order confirmation means we received your request, not that we accepted it. We may decline or cancel an order for reasons including stock problems, payment or verification failures, suspected fraud, or a pricing or listing error. If we cancel, we refund the full amount to the original payment method and tell you why.

Prices and errors

Prices are in U.S. dollars and can change without notice. Sales tax is added where required.

Prices, specifications, and product descriptions on this site are occasionally wrong. If an item is listed at an obviously incorrect price, we may cancel the order and refund you in full, even after you receive an order confirmation. We will contact you first and offer you the item at the correct price. An order confirmation does not obligate us to sell at a price that was published in error.

That is the whole rule on pricing errors. The Returns and refunds and Shipping pages point back here instead of repeating it, so there is only one version to keep current.

Custom and made-to-order products

Many of our products are built after you order. Once production starts we may not be able to change or cancel the order. Contact us right away if you need to try. Custom products cannot be returned. The Returns and refunds page has the details.

Shipping, returns, and warranty

  • Shipping covers transit times, delays, lost packages, and duties.
  • Returns and refunds covers windows, the condition an item has to come back in, and how to start a return.
  • Warranty covers what is and is not a defect, who is covered, and how to file a claim.

Installation and intended use

Installing a pet door is a permanent change to your home. If you are not comfortable with tools or construction, hire a qualified installer. You are responsible for choosing the right product for your opening and your pet, and for installing it safely.

Pet doors are not security devices and not containment devices. They do not guarantee that a pet stays in or that a person stays out. Think about children, pools, and anything else on your property before you install one.

Implied warranties

We give you a written warranty, so we do not disclaim the implied warranties that come with a product under law, such as the implied warranty of merchantability. Federal law does not permit that, and we are not attempting it. The written warranty is in addition to those rights.

Site content itself, meaning text, images, specifications, and availability, is provided as is. We try to keep it accurate and sometimes get it wrong.

Limits on our liability

Our total liability to you for any claim connected to a product or to this site is limited to what you paid for the product the claim is about.

We are not liable for indirect, incidental, special, or consequential damages, or for lost profits.

Those limits do not apply to:

  • death or personal injury caused by our negligence,
  • fraud or intentional misrepresentation,
  • gross negligence or willful misconduct,
  • anything else California law does not permit a business to limit, including rights you have under consumer protection statutes that cannot be waived.

Some states do not allow these limits at all. If yours does not, they do not apply to you.

Force majeure

We are not responsible for delays or failures caused by events outside our reasonable control, such as natural disasters, carrier failures, supply chain disruption, or power and network outages. This does not affect your right to cancel a delayed order or to a refund.

Export

You agree not to export or re-export our products in violation of United States export law.

No resale

Our products are sold for your own use. Reselling them without our written permission is not permitted. If you want a reseller relationship, email customerservice@enduraflap.com.

Using this site

Use the site lawfully. Please do not:

  • interfere with the site or try to get into parts of it you are not authorized to reach,
  • run bots, scrapers, or crawlers on it without our permission,
  • submit false, illegal, infringing, or defamatory content,
  • give false information when ordering or contacting us.

Your license. We grant you a limited, non-exclusive, revocable license to use the site for your own non-commercial purposes.

Our content. The Endura Flap name and logo, the site's text, photographs, videos, drawings, and product designs belong to us or our licensors. Do not copy or reuse them commercially without written permission.

Third-party links. Some pages link to other companies. We do not control those sites and are not responsible for them.

If you misuse the site. If you deliberately misuse the site or break these terms and that causes us actual legal costs, you agree to cover those costs, to the extent the law allows. This applies to intentional misuse, not to an ordinary disagreement about an order.

Your content and reviews

Two different things

Support material. Photos, videos, measurements, and messages you send so we can help you with an install, a return, or a warranty claim. We use these to answer your question, decide the claim, and train our team. We do not publish them or use them in marketing. If we ever want to use one publicly, we will ask you first.

Material you submit for publication. Reviews, ratings, photos, and videos you post on our site or send us to publish.

What you give us when you submit for publication

By submitting for publication, you:

  • give us a worldwide, royalty-free, non-exclusive license to use, display, reproduce, adapt, and distribute that content in our marketing and on our site, on other retail platforms, and in advertising,
  • agree we may use your first name, last initial, city, and your likeness where you appear, to identify the content,
  • confirm that you own it or have permission, that anyone shown in it agreed to appear, and that it does not violate anyone else's rights.

How long this lasts. You can ask us to stop using your content at any time. Email customerservice@enduraflap.com. Within 10 business days we will remove it from our site and stop using it in anything new. Materials already produced and distributed, such as a printed catalog, an ad already running, or a listing on a platform we do not control, may keep running until they cycle out, and the license for those specific materials is perpetual. We will not start anything new with it.

Reviews

What we commit to. We do not condition, gate, or filter reviews based on rating. We do not withhold, suppress, or delete a review because it is negative, and we do not publish only the positive ones. We do not offer anything in exchange for a positive review or for changing a review. If we ask a customer for a review, we ask everyone in that group, not just the happy ones.

We remove a review only if it is off topic, contains personal information, is abusive or obscene, is not from a real customer, or infringes someone's rights. If we remove yours, we will tell you why.

What we ask of you. Write about your own experience with the product. Do not submit a review you were paid for without saying so. If you got the product free or at a discount in exchange for a review, disclose it in the review itself. Federal Trade Commission rules require that disclosure, and the same rules put the obligation not to suppress negative reviews on us.

Text messages

If you give us your mobile number, we may text you about your order.

If you opt in to marketing texts:

  • Consent is not a condition of buying anything.
  • Messages may be sent with automated technology.
  • Frequency varies. Message and data rates may apply.
  • Reply STOP to stop. Reply HELP for help, or call (800) 826-2871.
  • Carriers are not liable for delayed or undelivered messages.

We do not sell your mobile number, and we do not share it so another company can market to you. We do use a hashed form of it with Google and Meta to run our own ads, as described under Privacy. Replying STOP stops the messages but does not by itself opt you out of ad sharing. Use the Do Not Sell or Share My Personal Information link for that.

Calls and chats

Calls. We may record calls for quality, training, and fraud prevention. California requires everyone on a call to consent, so we tell you at the start of the call, before recording. If you would rather not be recorded, say so and we will turn it off or continue without a recording. That does not affect the help you get.

Chat. Our chat widget saves the conversation. A notice appears before the widget starts saving anything.

Retention and deletion. We keep a recording or a transcript for as long as it may be needed to service your order, honor the warranty on what you bought, meet tax and accounting law, or handle a dispute. A call about a door with a lifetime warranty can be kept for the life of that door. We do not publish a fixed period, because the criteria above are what actually decide it. To ask us to delete a specific recording or transcript, email privacy@enduraflap.com. We process those within 30 days unless one of the reasons above requires us to keep it, and then we tell you which one.

Disputes

Most problems are a phone call. Start there: (800) 826-2871 or customerservice@enduraflap.com.

This section limits how you can bring a legal claim against us. Read it. You can opt out of arbitration within 30 days of your first purchase, and doing so costs you nothing.

Governing law

California law governs these terms and any dispute between us, without regard to conflict-of-law rules.

Step one: tell us, in writing

Before either of us starts arbitration or a lawsuit, the one with the complaint sends the other a written notice describing the problem and what would resolve it.

Send yours to:

Patio Pacific, Inc.
Attn: Legal Notice
254 Granada Drive
San Luis Obispo, CA 93401

We will send ours to the address on your order.

We then have 60 days to work it out. Either of us can ask for a phone or video call during that time, and both of us should take it. If it is not resolved in 60 days, either of us can move on. This 60-day period pauses any filing deadline that would otherwise run out.

Step two: individual arbitration

If we cannot resolve it, the dispute goes to binding individual arbitration instead of court. Arbitration is a private process where a neutral arbitrator, not a judge or a jury, decides the case. The decision is final and enforceable in court.

  • The American Arbitration Association (AAA) administers it, under its Consumer Arbitration Rules, available at adr.org.
  • Who pays. AAA's Consumer Rules put most of the cost on the business. You pay the capped consumer filing fee in AAA's fee schedule. We pay the rest of AAA's fees and all of the arbitrator's fees. If the filing fee is a hardship, tell us and we will pay it.
  • Where. You choose: by telephone, by video, on documents only, or in person in the county where you live. We will not ask you to travel to San Luis Obispo.
  • What the arbitrator can do. The arbitrator can award you anything a court could award you individually, including damages, and can order us to do or stop doing something as to you.

Carve-outs

Some things do not go to arbitration:

  • Small claims court. Either of us can bring a qualifying claim there instead. That is often the fastest route for a claim about one door.
  • Intellectual property and system misuse. Either of us can go to court for an order stopping infringement, misuse of confidential information, or unauthorized access to our systems.
  • Public injunctive relief. If you bring a claim under California law asking a court to stop a practice for the benefit of the general public, that claim can be heard in court. California does not allow that right to be sent to arbitration, and we are not trying to.

Individual claims only

Claims must be brought individually. Neither of us can bring a class action, act as a class representative, or join claims with other people, except through the batching process below and except for public injunctive relief.

We do not ask you to waive a jury trial. For any claim that ends up in court, your right to a jury is untouched.

Many similar claims at once

If 25 or more similar arbitration demands are filed against us within 30 days by the same lawyer or by coordinated lawyers, AAA will group them into batches of up to 50. Each batch gets one arbitrator and one set of filing fees. The first batches are decided first, and both sides use those results to try to settle the rest. Filing deadlines pause for everyone in the group while their batch waits. This keeps the process usable instead of collapsing under its own weight.

Who decides what

The arbitrator decides questions about whether a dispute belongs in arbitration, including whether this section is valid or applies. One exception: a court, not an arbitrator, decides whether the individual-claims-only rule above is enforceable.

If part of this fails

If the individual-claims-only rule is held unenforceable for a particular claim, that claim goes to court and the rest of this section still governs every other claim. If any other part of this section is held unenforceable, the rest still applies.

Opting out of arbitration

You have 30 days from your first purchase from us to opt out. Opting out does not affect your purchase, your warranty, or anything else. If you opt out, disputes go to the state or federal courts in San Luis Obispo County, California, and everything else on this page still applies.

Send your name, the email or phone on your order, your order number, and a statement that you are opting out of arbitration, to either:

  • Email: legal@enduraflap.com
  • Mail: Patio Pacific, Inc., Attn: Arbitration Opt-Out, 254 Granada Drive, San Luis Obispo, CA 93401

We will confirm we got it.

If you have already opted out on a previous purchase, you do not need to do it again.

Service of legal documents

We do not accept service of legal process by email or through the chat widget. Service of process on Patio Pacific, Inc. goes to our office:

Patio Pacific, Inc.
Attn: Legal
254 Granada Drive
San Luis Obispo, CA 93401

This section survives

These dispute terms continue to apply after your purchase is complete and after you stop using the site.

Accessibility

We are working toward WCAG 2.2 Level AA, the current international standard for web accessibility. We are not claiming we meet it today.

If any part of this site does not work for you, we will get you what you need another way. Call (800) 826-2871 or email customerservice@enduraflap.com. We respond within 2 business days, and we can take an order, quote shipping, size a door, or handle a warranty claim entirely by phone or email.

Tell us what went wrong and we will fix it. Accessibility problems are bugs and we treat them that way.

Changes

We update this page as the business changes. Every version is dated.

Changes apply going forward from the date they are posted. The date on the version you are reading is at the bottom of this page.

Material changes get notice. If we change something that meaningfully affects your rights, such as the dispute section, the liability limits, or how we share your information, we will post a notice on the site at least 30 days before it takes effect, and email customers who have an account or an order in the last 12 months. If you do not agree with a change to the dispute section, you have 30 days from the notice to opt out of arbitration using the process above.

Minor changes, like a corrected address or a clearer sentence, take effect when posted.

v2026.1, effective August 21, 2026

Refund and Returns Policy

Endura Flap, a brand of Patio Pacific, Inc.

This policy covers orders placed at enduraflap.com. Orders placed on Amazon, at PetDoors.com, or through a dealer are returned under that seller's policy, not this one.

Buying a pet door means planning to cut a permanent hole in your house, and wanting to be certain before you commit to that is reasonable. This policy is built around it. You get 90 days, and holding the door up in the opening to check the fit does not cost you the return.

Jump to: Short version · Return window · Condition we accept · What you cannot return · Damaged, defective, or wrong item · A defect inside 90 days · Who pays return shipping · How to start a return · Refunds · Exchanges · International orders · Cancellations and delays · Pricing errors · Contact

The short version

  • You have 90 days from delivery to request an RMA, our return authorization number, on most items, and you get the item price back. It is the request that has to happen inside the 90 days, not the package arriving back here.
  • We pay return shipping if the item is defective, damaged in transit, or not what you ordered.
  • You pay return shipping if you changed your mind or ordered the wrong item. If that order shipped free, we may also deduct what the outbound shipping cost us.
  • Items have to come back complete and in resellable condition. We can decline one that does not.
  • Installed doors and custom-built items cannot be returned.
  • We do not do exchanges. Return the item, then place a new order.
  • Nothing comes back without an RMA number.

Return window

The clock starts the day the carrier records your order as delivered.

You have 90 days from that date to request an RMA for a refund of the item price. It is the request that has to reach us inside the 90 days. The item does not have to be back at our warehouse by day 90, and it does not even have to be in the mail by then.

Your window is set on the day you request the RMA, as long as you ship within 14 days of receiving it. If you miss that 14-day window, the date we receive the item is what counts instead. See How to start a return.

This policy is also linked at checkout, before you pay.

There is no restocking fee for changing your mind. What we require instead is that the item come back complete and in resellable condition, and we can decline a return that does not. That is covered in The condition we accept. What a change-of-mind return can cost you is shipping, and that is covered in Who pays return shipping. On an item that is defective, damaged in transit, or not what you ordered, you pay nothing at all, and that is covered in Damaged, defective, or wrong item.

The condition we accept

Returned items must come back in resellable condition. Concretely, that means:

  • Complete. Every part that shipped with the door is in the box: frame or frames, flap, locking cover, hardware pack, screw covers, cutting template, and instructions.
  • Unmodified. Nothing cut, trimmed, drilled, sanded, painted, or re-finished.
  • No installation residue. No caulk, sealant, adhesive, paint, or foam on the frame, and no added screw holes.
  • Undamaged. No dents, bends, cracks, or scratches beyond what a new unit has.
  • No pet damage. No chew marks or claw punctures on the flap or frame.
  • Repackable. Original box, or a box that protects the item as well as the original did.

Two things that do not cost you anything:

  • A fit check is fine. You can hold the door in the opening, mark it, and take it back out. Temporarily setting it in place to test fit does not void your return as long as the item comes back meeting the six points above.
  • Dust and pet hair are fine. We clean returned items. We do not charge a fee for a dirty item.

We can decline a return that comes back incomplete or modified. If that happens, we tell you what we found and what your options are before we do anything with your refund. You will not find out from the refund amount.

What you cannot return

Installed doors. Once a door has been mounted, sealed, screwed in, or framed into a wall, door, or panel, it cannot come back. A fit check is not an installation. See The condition we accept.

Custom-built items. An item is custom when it is built to a measurement or specification you give us. That means:

  • any panel or insert cut to your track height, door height, or glass opening
  • any in-the-glass unit
  • any item built to a dimension that is not one of our published stock sizes
  • any item we modify at your request

Made to order is not the same as custom. We build most doors after you order them. If your item is a published stock size in a published color and flap option, it is returnable under this policy even though we made it for your order. Door mount and wall mount doors in standard sizes are returnable. Cut-to-size panel inserts and in-the-glass units are not.

Custom items are marked final sale on the product page, and that marking appears as soon as you select a custom option.

Options and upgrades added to a made-to-order item. Some products let you add an option or an upgrade that is not one of our published stock choices. When you do, that addition goes onto the order we send to the factory or the supplier who builds the item, and we are charged for it there. Those additions are final sale, and an item built with one cannot come back.

Items damaged by a pet or by misuse. Chewed, clawed, or forced parts cannot be returned for a refund, and the Endura Flap warranty does not cover them either. Saying that here is better than sending you to a page that turns you down. What we can do is sell you the part. Replacement flaps and parts are available at any time. Email or call us with your door model and we can point you to the right one.

Damaged, defective, or wrong item

Visible damage or the wrong item. Contact us within 7 business days of delivery. Send photos of the item, the damage, and the shipping box including the label. We will replace it, repair it, or refund it. You pay nothing.

Concealed damage found at installation. Pet doors often sit in a box for weeks before anyone opens them. If you find shipping damage when you unbox the item to install it, contact us within 30 calendar days of delivery. Keep the box and all packing material. We may need photos of both to file a carrier claim.

We pay all shipping on these returns, and no fee is deducted from your refund.

Past 30 days we can no longer document shipping damage well enough to file a carrier claim, so damage reported after that is handled as a defect rather than as a shipping problem. Which remedy you get then is the next section, and inside 90 days it is your choice.

A defect inside the first 90 days: you choose

If your door fails inside the first 90 days after delivery, you decide which remedy you want. Return it for a refund under the Refund Policy, or keep it and take the warranty repair, which means we send you the parts at no cost to you. It is your call, not ours, and asking about one does not give up the other. After 90 days the return window has closed and the warranty is the route, for the life of the product.

Who pays return shipping

This is the part most people ask about, so here it is plainly.

We pay when the problem is ours:

  • the item is defective
  • the item arrived damaged
  • we shipped the wrong item, size, or color against your order

We email you a prepaid label and you owe nothing.

You pay when you changed your mind:

  • you ordered the wrong size
  • you no longer need it
  • it does not fit your door or your pet
  • any other return that is not a defect, a shipping damage, or our error

We will email you a prepaid label and deduct its cost from your refund, or you can ship it back with your own carrier. If you ship it yourself, use tracking. You are responsible for the item until it reaches us.

Free U.S. shipping is the shipping that brings the door to you. It covers the outbound leg of your order and it has never covered return shipping.

Original shipping charges. If you paid an outbound shipping or freight charge, that charge is not refunded on a change-of-mind return.

If your order shipped free. On a change-of-mind return of an order that shipped under free U.S. shipping, we may deduct what that outbound shipment actually cost us from your refund. It is not an automatic deduction. When we do apply it, we tell you the amount before the refund goes through, so it is never a surprise on your statement.

How to start a return

  1. Request an RMA. Email customerservice@enduraflap.com or call (800) 826-2871. Have your order number ready.
  2. We issue an RMA number and a return address. Do not use the address printed on the box you received. Some items go to a different warehouse.
  3. Ship within 14 calendar days of the date on your RMA. Include everything listed in The condition we accept. Write the RMA number on the outside of the box.
  4. Pack it properly. An item damaged in return transit because it was packed loose or in an undersized box may not come back resellable. If that happens, we tell you before we process your refund.

Items sent back without an RMA number are refused at the dock. We cannot refund an item we cannot identify.

If you miss the 14-day ship-by window: your RMA expires. Contact us and we will issue a new one at no charge. Your return is then measured by the date we actually receive the item, not by your original request date.

Refunds

Inspection. We inspect returns when they arrive at our warehouse and we email you the result, approved or not, with the reason and any deduction. We process returns during the business week, so a box that lands on a Friday is looked at the following week.

Payment. Approved refunds go back to your original payment method within 10 business days of approval. That is the commitment, and we would rather hold a number we can hit in a busy week than publish a faster one and miss it.

We refund to the original payment method only. We cannot send a refund to a different card, account, or person.

What you get back:

  • the item price
  • sales tax charged on that item

What is deducted, when it applies:

  • the cost of the return label, if we provided one on a change-of-mind return
  • our outbound shipping cost on a change-of-mind return of an order that shipped free, if we apply it (see Who pays return shipping)
  • original outbound shipping you paid is not refunded

Bank posting time. Once we send the refund, your bank or card issuer controls when it appears, usually 3 to 10 days. That gap is on their side, not ours. If more than 15 business days have passed since we told you the refund was approved and you still do not see it, email customerservice@enduraflap.com.

Exchanges

We do not offer exchanges. Return the item you have, and place a separate order for the one you want. That is faster than an exchange, because your new order goes into production immediately instead of waiting on the return to arrive.

International orders

We do not sell or ship to the European Union, the European Economic Area, the United Kingdom, or Switzerland.

For international orders we do accept:

  • We pay the freight when the fault is ours. If the item is defective, arrived damaged, or is not what you ordered, we pay to get it back and to get the right one to you, wherever we shipped the original order. Outside the continental United States is no exception. The Warranty follows the same rule on covered replacement parts.
  • You pay return shipping on any return that is not a defect, damage, or our error.
  • Duties, taxes, and customs fees are not refundable by us. Some countries refund them on export. That claim is between you and your customs authority. The same is true of duties on a warranty part.
  • We have to receive an international return within 100 days of your order date. An international refund has to be matched back to the original charge, and banking rules limit how long that stays possible. Request your RMA inside the 90-day window and ship it promptly and this will not come up.

Order cancellations and shipping delays

Cancelling an order, revised ship dates, and what happens if we cannot ship in the time we stated are covered by the Shipping Policy. Refund timing on a cancelled order is the same as on any other refund, and it is under Refunds above.

Pricing and typographical errors

Prices, specifications, and product descriptions on this site are occasionally wrong. What we do when that happens, including your right to a full refund and to buy the item at the correct price, is set out under Prices and errors in our Terms & Privacy. We keep the full statement in one place so there is only one version of it.

Contact

Patio Pacific, Inc.
254 Granada Drive
San Luis Obispo, CA 93401

(800) 826-2871
customerservice@enduraflap.com

Monday to Friday, 8:00 AM to 4:30 PM Pacific, excluding major holidays.

Do not ship a return to this address without an RMA number and a return address from us.

v2026.1, effective August 21, 2026

Shipping Policy

Endura Flap Pet Doors, a brand of Patio Pacific, Inc.

The short version: most Endura Flap products are built for your order, so your delivery date is production time plus transit time. Production time is on the product page. Transit time starts the day your order ships. The most common surprise is expecting only the second number, so we have separated them below.

Jump to: How long it takes · Free shipping · When orders leave · Where we ship · International · Address problems · Split shipments and backorders · If we cannot ship on time · Risk of loss · Damaged or lost · Changes · Contact

1. How long it takes: two steps, not one

Your order goes through two separate steps. Add them together.

Step 1: production. Many of our pet doors are custom-built or made to order. Nothing ships until it is built. The estimated production time is shown on each product page, on the product you are buying. Check it before you order. This step happens before any transit time below applies.

Step 2: transit. Transit begins the day your order leaves our facility in San Luis Obispo, California. You get a tracking number by email when that happens.

Transit times after shipment:

Service Transit time after shipment
U.S. Standard 3 to 7 business days
U.S. Expedited 2 to 3 business days
Canada, Australia, and other served countries 10 to 14 business days, plus customs processing

Business days are Monday through Friday, excluding major holidays. Weekends and holidays do not count toward transit time.

Transit times are carrier estimates. They are not guaranteed, including for expedited service. Expedited shipping upgrades transit, not production. It does not get your door built faster, and it does not guarantee weekend delivery. If you are working to a deadline, the number to plan around is production time plus transit time, not transit alone.

There is no blanket production time, and we are not going to invent one. It moves by model, by size, and by season. The estimate on the product page you are buying from is the one that governs your order. If a page does not show one, call or email us before you order and we will tell you what that item is running that week.

In-stock items do not go through production at all. See When orders leave.

2. Free U.S. shipping

Standard shipping is free on orders going to the lower 48 states and the District of Columbia. There is no minimum order.

It applies to the order, not only to the door. Accessories, replacement flaps, and replacement parts ship free on their own. You do not have to add a pet door to the cart to get it.

What free shipping means:

  • It covers the outbound shipment of your order to you. That is all.
  • Expedited shipping is not free. You pay for the upgrade at checkout.
  • Alaska, Hawaii, Puerto Rico, and other U.S. territories are not included. We quote those separately, you see the rate at checkout before you pay, and transit takes longer than the table above. Ask us first if you are working to a date.
  • International shipping is not free. Rates are shown at checkout.
  • It does not mean free returns. Who pays return shipping, and what happens to your original shipping charge, are set by the Refund Policy.

3. When orders leave

We ship Monday through Friday. We do not ship on weekends or major holidays.

Orders placed on a weekend or holiday begin processing the next business day. Expedited orders placed over a weekend leave on Monday.

Same-day cutoff: noon Pacific. An in-stock item ordered by noon Pacific on a business day usually ships that same day. After noon it goes out the next business day. Usually is the honest word there. A run on one size, a carrier pickup that comes early, or a question we need to ask you about your order can all push it a day. If your order is one of those, we tell you.

This cutoff is about items we have on the shelf. An item that has to be built goes by the production time on its product page, and the cutoff does not shorten that.

4. Where we ship

We ship to the United States, Canada, Australia, and select other countries. Serviceable destinations are confirmed at checkout.

We do not ship to the European Union, the European Economic Area, the United Kingdom, or Switzerland. If an order is placed for delivery to any of those destinations, we will cancel it and refund you in full.

We need a street address. We ship with UPS and FedEx, and neither one delivers to a PO box or to an APO, FPO, or DPO address. That is a carrier limit, not a preference of ours, and there is no workaround on our end. Give us a street address where someone can receive a box. If you are serving overseas and a street address is not possible, call us before you order and we will tell you honestly whether we can get it to you.

5. International orders: duties and taxes are yours

If you order from outside the United States, you are the importer of record. That has real cost consequences, so here they are before you buy rather than after.

  • You are responsible for all import duties, taxes, customs fees, and brokerage charges. These are not included in the product price or the shipping charge.
  • These charges are set by your country, not by us. We cannot estimate them for you or waive them.
  • You are responsible for making sure the product you order can be legally imported into your country.
  • Customs processing adds time beyond the 10 to 14 business day transit estimate. That time is outside our control.
  • If a shipment is refused or abandoned at customs, we cannot recover it, and charges already incurred are not refundable.

6. Split shipments and backorders

Orders with more than one item may arrive in more than one box, on more than one day. Each shipment gets its own tracking number, so a partial delivery is usually the rest of the order still in transit rather than a missing item. Some third-party items ship directly from the manufacturer rather than from San Luis Obispo.

If part of your order is going to ship separately, we will tell you. Sometimes we hold an order until it is complete and sometimes we send what is ready. It depends on the items, on the wait, and on what you need it for, so there is no single rule for us to publish here. What we will not do is leave you to work it out from a box that is missing something.

Backordered items are charged when you place the order, not when they ship. If the wait turns out longer than what we told you, you can cancel for a full refund. See If we cannot ship on time.

7. If we cannot ship on time

If we cannot ship your order within the production time stated at the time you bought it, we will contact you with a revised ship date. You then choose:

  • Wait for the revised date, or
  • Cancel for a prompt and full refund to your original payment method.

You do not have to accept a delay. If you do not respond to our notice, we will cancel the order and refund you.

Delays can happen for reasons outside our control: severe weather, natural disasters, carrier disruptions, supply shortages, holidays, and customs processing. We will tell you when a delay affects your order. You should not have to chase us for that.

8. Risk of loss

We carry the risk until your order is delivered to the address you gave us. If your shipment is lost or damaged in transit, that is our problem to solve, not yours. Contact us and we will make it right.

Two limits on that:

  • If the address you entered at checkout was wrong or incomplete, section 9 applies instead.
  • Orders placed through Amazon or another marketplace are governed by that marketplace's policies, including the Amazon A-to-z Guarantee.

9. Wrong or undeliverable addresses

You are responsible for entering a complete and accurate shipping address.

Changing an address. Contact us as soon as possible. We will try, but we cannot guarantee a change once an order has entered production or shipped.

Bad address. If a package is delivered to the address you gave us and that address was wrong or incomplete, we cannot reroute, replace, or refund it at our expense.

Returned to us as undeliverable. If the carrier cannot deliver your package and sends it back to us, we reship it once at our cost. Send us a corrected address and we send the door out again. That first reship is on us even when the address was the problem, because chasing you for a freight charge over a typo is not worth the relationship. A second failure on the same order is at your cost, and if you would rather have your money back at that point, it is handled as a return under the Refund Policy. A shipment refused or abandoned at customs is covered under International orders above, not here.

A package you refuse is a return, not an undeliverable package. If you turn the carrier away at the door, or refuse delivery so it comes back to us, that is a change-of-mind return and the Refund Policy governs it, including who pays the freight. We do not reship a refused package free. Refusing a delivery cannot be the cheap way to do what a return does.

Delivered to the wrong place. If tracking shows delivered but the package went to the wrong residence or location, tell us within 14 calendar days of the carrier's delivery date. We open a carrier investigation while the claim documentation is still available, and we work with you to resolve it. Waiting longer than 14 days can make the claim unrecoverable.

10. Damaged or lost shipments

Damaged in transit. Inspect your order when it arrives. Email photos of the damage and the packaging to customerservice@enduraflap.com. Timelines, eligibility, and remedies for damaged goods are set by the Refund Policy. Report it promptly, because carrier claims expire.

Stopped tracking or lost. Contact us. We open an investigation with the carrier and keep you updated through the claims process.

11. Order acceptance and cancellation

An order confirmation means we received your order. It is not acceptance. We may refuse or cancel an order for inventory problems, payment authorization failures, suspected fraud, pricing or listing errors, or verification issues.

If we cancel, you get a full refund to your original payment method. How long that takes to issue, and how long your bank takes to post it, are set by the Refund Policy.

Pricing and listing errors are one of the reasons we may cancel. What we do when a price is published wrong, including offering you the item at the correct price, is set out under Prices and errors in Terms & Privacy.

Because production often starts shortly after you order, we cannot guarantee changes or cancellations once production has begun. Contact us as soon as possible and we will do what we can.

12. Export compliance

By placing an order, you agree not to export or re-export any product you buy from us in violation of United States export laws.

13. Changes to this policy

We update this page as the business changes. Every version is dated.

Changes apply going forward from the date they are posted. The date on the version you are reading is at the bottom of this page.

14. Contact

Patio Pacific, Inc.
254 Granada Drive
San Luis Obispo, CA 93401
(800) 826-2871
customerservice@enduraflap.com

Hours: Monday through Friday, 8:00 AM to 4:30 PM Pacific, excluding major holidays.

Returns, refunds, and exchanges are covered by the Refund Policy. Product defects are covered by the Warranty.

v2026.1, effective August 21, 2026