Before you order
Measuring, returns
and refunds
Nearly every return starts the same way: the door arrives and the opening is wrong for the pet, or the frame is wrong for the glass. Ten minutes with a tape measure prevents it. Please read this part before you book your glazier, because once the glass is cut there is no undoing it.
Part one
Measure your pet
Four measurements. Take them with your pet standing normally on a level floor, not sitting and not stretching. If you have more than one pet, take them for each.
Belly height
From the floor to the bottom of the chest, at the lowest point. This is the single most important number, because it decides how high off the floor the opening sits.
Shoulder height
From the floor to the top of the shoulders. This sets how high the top of the opening needs to reach so your pet is not ducking every time.
Widest point
Across the body at its widest, which is usually the shoulders or the hips. Measure the body, not the fur. A long winter coat is not a measurement.
Body depth
From the top of the shoulders straight down to the bottom of the chest. This is what the height of the opening has to clear.
The rules those numbers feed into
- The width of the opening should be at least the widest point plus 25 mm.
- The height of the opening should be at least the body depth plus 25 mm. Fifty is more comfortable.
- The bottom of the opening sits level with the belly. For most cats that lands between 100 and 150 mm above the floor.
- The top of the fitted opening should reach at least shoulder height plus 25 mm.
- For a dog, the step over the bottom edge should be no more than a third of its shoulder height. Anything higher and the dog has to jump rather than walk.
- With more than one pet, size the door for the biggest and set the height for the smallest.
Part two
Choose the size
Match the opening to the numbers you just took. The cut-out is the hole your glazier makes in the pane. The opening is the clear space your pet actually walks through.
| Door | Cut-out | Clear opening | Suits up to |
|---|---|---|---|
| Catwalk Original | 245 mm | 165 × 180 mm | Cats of about 7 kg |
| Catwalk Maxi | 267 mm | 187 × 190 mm | Shoulder height about 300 mm |
| Dogwalk Intermediate | 320 mm | 216 × 237 mm | Shoulder height about 380 mm |
| Dogwalk Medium | 385 mm | 270 × 300 mm | Shoulder height 450 to 500 mm |
If your pet is at or above the top of a range, write to us before you order. Send the four measurements to info@pet-tek.co.nz and we will tell you which door fits, or tell you honestly if none of them does. That costs you nothing and it is a great deal cheaper than cutting a hole in the wrong place.
Part three
Check your glass
Each size comes in two frame depths. They have the identical opening and the identical cut-out. The only difference is how thick a pane the frame will clamp. Choose the size by your pet first, then choose the frame by your glass.
| Model | Glass thickness | Typically |
|---|---|---|
| Catwalk Original | 3 to 10 mm | Single glazing only |
| Maxi Slim Line | 3 to 20 mm | Single, and thinner sealed units |
| Maxi Dual Glaze | 3 to 28 mm | Most sealed double glazed units |
| Dogwalk Intermediate Slim Line | 4 to 13 mm | Single glazing |
| Dogwalk Intermediate | 4 to 32 mm | Single and double glazing |
| Dogwalk Medium Slim Line | 3 to 20 mm | Single, and thinner sealed units |
| Dogwalk Medium | 3 to 32 mm | Single and double glazing |
On a double glazed unit, measure the whole thing. Both panes and the air gap between them, edge to edge. That total is the figure the table above refers to, not the thickness of one pane.
Part four
Three things to know before you order
- Toughened and laminated glass cannot be cut once it is made. The hole has to be cut before the glass is toughened, or the pane has to be replaced with a new one made with the hole already in it. Your glazier will know which applies to your door. This is the part that catches people out, so please check it first.
- A hole that already exists is very hard to make bigger. If you are replacing an older pet door, measure the hole you have and match a door to it rather than planning to enlarge it.
- The glass is your glazier’s part of the job, not ours. We supply the door. Your glazier cuts the opening and fits the pane, and prices that work separately.
Part five
Returns and refunds
You have 14 days from the day your door arrives to tell us you would like to return it. Email info@pet-tek.co.nz and we will confirm the return address.
The door must be unfitted and in resaleable condition. You are welcome to open the box and examine the door as you would in a shop. If the door has lost value because it has been handled beyond that, we will reduce your refund by that amount.
Once a glazier has cut the glass, the door is fitted and cannot be returned. The glass is cut to suit the door, so this step cannot be undone. Please check your measurements before booking your glazier.
You pay the return postage. We recommend a tracked service, as the door remains your responsibility until it reaches us.
We refund within 14 days of receiving the door back, or of you sending us proof of postage, whichever comes first. Refunds go back to the card you paid with.
If your door arrives damaged, email us within 7 days with photographs of the damage and of the outer box as it was delivered to you. We will arrange a replacement or a refund. We may ask you to return the damaged door, and we will pay the postage if we do.
Replacement flaps and spare parts are covered by the same 14 day terms above.
Part six
Warranty
Every Catwalk and Dogwalk door is guaranteed for 3 years from the date of purchase against faults in materials or manufacture. Moving parts, meaning the flap and the locking dial, are guaranteed for 1 year.
A spare set of locking dials comes free with every door, so you have a replacement on hand from the day it is fitted.
The guarantee does not cover damage caused during installation or a door fitted other than as the instructions describe, the glass itself, damage caused by a pet chewing or forcing the door, accidental damage or misuse, the brush seal, which is a wear part, or normal wear of the flap after the first year.
To make a claim, email info@pet-tek.co.nz with your order number, a photograph of the fault and a short description of what happened.
This guarantee is in addition to the rights you have under the consumer law of your own country, and does not affect them.
Common questions
Questions people ask first
Can my existing double glazed unit be cut?
Not once it is made. A sealed unit is toughened, and toughened glass cannot be cut or drilled afterwards without shattering. The usual answer is a new sealed unit made with the hole already in it, which your glazier can order. Ask them before you buy the door.
How do I know whether I need the Slim Line or the Dual Glaze?
Measure the full thickness of your glass, both panes and the gap if it is double glazed. The Slim Line takes up to 20 mm and the Dual Glaze up to 28 mm. Both have exactly the same opening for your pet, so the choice is about the glass alone.
Does the price include delivery?
Yes, worldwide, with nothing added at checkout. In the United States we also pay the import duty, so the price you see is the final price. Elsewhere your own country’s import tax and a small postal handling fee may be payable when the door arrives. Those are set by your government rather than by us, so we cannot quote them in advance.
My pet is bigger than the Medium. What then?
Send us the four measurements from part one and we will tell you honestly whether anything in the range suits. We would rather say no than sell you a door that does not fit.
Can I return a door after my glazier has fitted it?
No. The glass is cut to suit the door, so fitting cannot be undone. This is why the measuring section comes first on this page. If anything is unclear, write to us before you book the glazier.
The flap has broken. Do I need a whole new door?
No. The flap is available on its own as a spare part, and fitting it does not need a glazier because the glass is already cut. Email us with your model and we will send the right one.
Still unsure about anything on this page? Write to info@pet-tek.co.nz with your measurements and a photo of the door or window you have in mind. We answer every one.