Shipping Policy

PetDoors.com, a store operated by Patio Pacific, Inc.

The short version: most products on this site 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. And because we sell doors made by several different companies, your order does not always ship from one place. The two most common surprises are expecting only the transit number, and expecting one box. Both are explained below.

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

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

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

Step 1: production. Many of the pet doors on this site are custom-built or made to order, by us or by the manufacturer. 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 the warehouse it ships from. 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 brand, by model, by size, and by season, and on a resold product it is the manufacturer's queue, not ours. 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. Where your order ships from

We manufacture some of what we sell and resell the rest, and that decides which dock your box leaves from.

From San Luis Obispo, California. Endura Flap, Liberty Pet Doors, the Patio Pacific screen conversion kit, Draft Stopper weatherstrip, PetDoors.com weatherstrip, and loose components and replacement parts. We build these, we hold them, and we ship them.

Direct from the manufacturer. Several of the brands we resell ship straight from their own warehouse to you. Hale Pet Door, PetSafe, Ideal Pet Products, Pet Door Guys, High Tech Pet Products, Utah Pet Access, Pet Door Products, Watchdog Security Covers and others are shipped this way.

What that means for you, in practice:

• The return address on the box is not ours. It is the manufacturer's. Do not use it to send anything back. Every return needs an RMA number and a return address from us. See the Refund Policy.
• Tracking comes from their carrier account, so the format and the carrier can differ from one item to the next on the same order.
• An order with items from two sources arrives in two shipments, on two different days, with two tracking numbers. That is normal here, not a lost package. See Split shipments and backorders.
• Their cutoff and their holiday calendar apply, not ours. See When orders leave.
• We are still the seller. If a direct shipment is late, damaged, wrong, or missing, contact us and we will handle it. You should not have to call a manufacturer you did not buy from.

3. 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, and it applies to resold brands the same as to ours.

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.
• Oversized items may need a freight quote. A very tall track height, for example, can put a panel outside standard parcel limits. When that happens we tell you the charge and you approve it before we ship. We do not add it after the fact.
• It does not mean free returns. Who pays return shipping, and what happens to your original shipping charge, are set by the Refund Policy.

4. 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 our own shelf. Two things it does not cover:

• An item that has to be built goes by the production time on its product page, and the cutoff does not shorten that.
• An item shipping direct from a manufacturer runs on that company's cutoff, calendar, and time zone. We pass your order to them the same business day, and after that their schedule is the one that applies.

5. 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.

Some resold products cannot leave the United States at all, because their manufacturer does not allow it. Products we build ship internationally to any country we serve. On a resold product, check the product page or ask us before you order. 

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.

6. 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.

7. Split shipments and backorders

Orders with more than one item may arrive in more than one box, on more than one day. On this site that is the normal case rather than the exception, because items ship from wherever they are built. 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.

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.

You are not charged twice for shipping when we split an order into more than one shipment.

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.

8. 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.

This applies the same way when the delay is a supplier's rather than ours. A manufacturer's backlog is our problem to tell you about, not yours to discover from a tracking page that never updates.

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.

9. 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.

That holds whether the box left our dock or a manufacturer's.

Two limits on that:

• If the address you entered at checkout was wrong or incomplete, section 10 applies instead.
• Orders placed through Amazon or another marketplace are governed by that marketplace's policies, including the Amazon A-to-z Guarantee.

10. 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, been released to a supplier, 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, 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, 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. On a line that is not returnable, refusing the delivery does not create a return either.

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.

11. Damaged or lost shipments

Damaged in transit. Inspect your order when it arrives. Email photos of the damage and the packaging to customerservice@petdoors.com. Keep the box. 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. On a direct shipment we open it with the manufacturer's carrier account, which can take longer, and we will tell you where it stands.

12. 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. A supplier telling us after the fact that an item is discontinued or unavailable is one more reason, and on a multi-brand store it is a real one.

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, and because an order to a supplier can be released within the hour, we cannot guarantee changes or cancellations once that has happened. Contact us as soon as possible and we will do what we can.

13. 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.

14. 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.

15. Contact

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

Hours: Monday through Friday, 7:00 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, which is set brand by brand.

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v2026.1, effective August 21, 2026