Frequently Asked Questions
Have a question? We hope we’ve answered it for you here.
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General
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How do I measure my pet for a pet door?
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1. Width
Measure the widest part of your pet, usually across the chest. Add a few centimeters.
2. Height
Measure your pet from the bottom of the chest or belly to the top of the shoulders, whichever is the tallest part. Add a few centimeters.
3. Select
Based on your pets width and height, select which door size fits your pet correctly.
Important: Remember to allow for your pet’s future growth. The weight ratings are to be used as a guide only.
Use your pet’s measurements to select the correct size door.
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How do I choose the right pet door for my pet?
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There are a lot of factors to consider when selecting the right pet door for your dog or cat: size, style and functionality. First step is to measure your pet to determine what size pet door would best suit, if you have a young pet, be sure to accommodate for their future growth. Once you have the size, view our range to find what style you like best, we have a range of pet doors with hard plastic flaps or flexible flaps and aesthetic appearances to match your home. Another thing to consider is the functionality of your pet door, our comprehensive range of pet doors have multiple features for ease of use and security.
Try our Pet Door Selector Tool.
If you’re still having trouble making a decision, reach out to our customer service team for further assistance.
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How high do I install the pet door on my door?
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Measure the height from the underside of the pet’s stomach to the ground. Mark this height on your door and check against your pet to ensure the height looks correct before cutting into your door.
Take note if there is a ledge/step on the other side of your door, you may need to install your pet door lower to accommodate or add a step or platform.
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How do I get my pet to use the pet door?
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Some pets take to using a pet door very easily, while some need a little more help. Check out our training resource here, to help along your pet.
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Can I install my pet door into glass?
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All our pet doors are suitable for installation into glass; however, you must employ a professional glazier to assist with your install. Do not attempt to cut your glass door/window yourself.
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Retractable Gate
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Can I get a spare part for my Retractable Gate?
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Spare parts are available from our website here, or if you’re unable to find the part you’re after, please reach out to our Customer Support Team for further assistance.
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How do I use my Retractable Gate with one hand?
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- 1. Push and twist the knob to unlock, release
- 2. Using the same hand pull the handle to extend the gate
- 1. Push and twist the knob to unlock, release
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I've lost the install guides that came with my gate, how do I get a new set?
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You can download a printable version of the guides for your gate from our Instructions page. Just set your printer to print at 100% scale, trim and tape together to form the templates.
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Patio Pet Door
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I have questions about my Patio Pet Door?
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My dog has broken/chewed the door flap, how do I replace it?
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Replacement flaps are available as spare parts, head to our spare parts page here.
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How do I install my replacement pet door flap?
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- 1. Remove the outer frame with the flap attached
- 2. Remove the screws at the top of the frame securing the flap
- 3. Using a flat head screwdriver, pry open the metal strip/bar that clasps the flap in place
- 4. Position new flap in frame, push down the strip/bar to clasp the flap in place and secure with screws
- 5. Screw the pet door frame back in place
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Deluxe Aluminium Pet Door
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What is the difference between the Super Tough and the Deluxe Aluminium pet doors?
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The Deluxe Aluminium Pet Door has a flexible TPU flap with a sleek aluminium frame, it is available in four sizes, small, medium, large, and extra large.
The Super Tough Pet Door features a durable ABS frame and hard flap with locking pins, available in three sizes, small, medium, and large.
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My door/wall is thicker than the included tunnel, can I get a wider one?
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An Extra Wide Tunnel Kit is available for the Deluxe Aluminium Pet Door. Install into doors and walls up to 140mm.
If your door or wall is thicker still: A sturdy sheet material of 1-2mm thickness can be used as an alternative, it just needs to be of this thickness to still join/slot into the frame of the pet door.
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My dog has broken/chewed the door flap, how do I replace it?
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Replacement flaps are available as spare parts, head to our spare parts page here.
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How do I install my replacement pet door flap?
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- 1. Remove the outer frame with the flap attached
- 2. Remove the screws at the top of the frame securing the flap
- 3. Using a flat head screwdriver, pry open the metal strip/bar that clasps the flap in place
- 4. Position new flap in frame, push down the strip/bar to clasp the flap in place and secure with screws
- 5. Screw the pet door frame back in place
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Super Tough Pet Door
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What is the difference between the Super Tough and the Deluxe Aluminium pet doors?
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The Deluxe Aluminium Pet Door has a flexible TPU flap with a sleek aluminium frame, it is available in four sizes, small, medium, large, and extra large.
The Super Tough Pet Door features a durable ABS frame and hard flap with locking pins, available in three sizes, small, medium, and large.
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My dog has broken/chewed the door flap, how do I replace it?
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Replacement flaps are available as spare parts, head to our spare parts page here.
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How do I install my replacement pet door flap?
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- 1. Unscrew / remove the frame with the flap attached from the area it has been installed into.
- 2. Sit one flap hinge in place and then wedge a screwdriver between the long edge of the flap and the inner edge of the frame to expand the frame enough for the other hinge to slot back in.
- 3. Please note when leveraging the flap in and out of the hinge hole it does require some force but as the plastic flap is slightly flexible, it should be able to take the pressure.
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My door/wall is thicker than the included tunnel, can I get a wider one?
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Unfortunately, we do not currently offer tunnel extensions for our Super Tough pet doors. You may like to reach out to a tradesperson to see if they're able to assist with a solution.
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Ultra Clear Pet Door
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I,ve lost the locking catches for my pet door, can I get a new set?
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Please reach out to our customer support to check for availability of this spare part. To make the process quick and easy please reference: Ultra Clear Pet Door Locking Catches.
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