Frequently Asked Questions

Have a question? We hope we’ve answered it for you here.

How do I measure my pet for a pet door?

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.

How do I choose the right pet door for my pet?

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.

I have questions about my Patio Pet Door

I want to use my Patio Pet Door in a window, what's the minimum height it fits?

Patio Pet Doors are adjustable within the below measurements:

Size Minimum Height  Max Height

3.9" Extensions are available as spare parts. A maximum of x 3 extensions can be used together. 

My door/wall is thicker than the included tunnel, can I get a wider one?

To extend a Deluxe Aluminum Pet Door: The tunnel portions included are a 2mm thick ABS plastic sheet, unfortunately these are currently only available in the one size. 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.

Unfortunately we do not currently offer tunnel extensions for our other pet doors. You may like to reach out to a tradesperson to see if they're able to assist with a solution. 

What is the difference between the Super Tough Pet Door and the Deluxe Aluminum?

The Super Tough Pet Door features a durable ABS frame and hard flap with locking pins, available in three sizes, small, medium and large. The Deluxe Aluminum Pet Door has a flexible TPU flap with a sleek aluminum frame, it is available in four sizes, small, medium, large and extra large.

Can I install my pet door into glass?

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.

My dog has broken/chewed the door flap, how do I replace it?

Replacement flaps are available as spare parts, head to our spare parts page here.

How do I install my replacement pet door flap?

Deluxe Aluminium & Patio Pet Door

  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

Super Tough Pet Door

  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. 

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.

Essential Pet Door

  1. Remove the outer frame with the flap attached
  2. Remove the screws at the top of the frame securing the flap
  3. Remove the flap clamp bar/strip and remove old flap
  4. Position new flap in frame, replace strip/bar and secure with screws
  5. Screw the pet door frame back in place


How do I get my pet to use the pet door?

Some pets take to using a pet door very easily, but some need a little more help. Check out our training resource here, to help along your pet.

How do I use my Retractable Pet Gate with one hand?

  1. Push and twist the knob to unlock, release
  2. Using the same hand pull the handle to extend the gate.

I've lost the install guides that came with my gate, how do I get a new set?

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.

Can I get a spare part for my retractable pet gate?

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.

Why does my Retractable Gate open with just a light touch?

The gate catch mounts may be installed incorrectly. The Retractable Gate can be installed inside openings and outside of openings. These two mountings require the catch mounts to be installed in different orientations.

If we haven't answered your question or you’re still unsure, please reach out to us so we can assist.