Privacy policy

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

Your browser's settings can block or delete cookies.
Google Analytics opt-out: tools.google.com/dlpage/gaoptout
Interest-based ads across many companies: youradchoices.com
Google ad settings: google.com/settings/ads

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