Q The fixing bolts are too small/too big
A We cannot cover every eventuality of door or wall thickness so we provide 2 lengths which are the most common length required. If the shorter set are still too long, they can be filed down to the level of the nuts. In the case where neither set are long enough, your own bolts will have to be provided.

Q What are the pieces of wood shown in figure 4 on the Fitting Instructions? Are these provided?
A In figure 4 of the instructions, the red block symbolises a piece of wood secured by four screws (the red dots). In the diagram this is purely used as an example of a filler for the door and applies only to some older models.

Q The Pet Doors are suitable for any thickness of door or wall. Can tunnel extensions be purchased for these?
A We do not manufacture tunnel extensions for these models. If a tunnel is desired, we can suggest the use of an ordinary foam filler, which for a smoother finish, can be covered with formica. Alternatively, wood could be used to line a wall. However, these are purely suggestions and improvisation with other materials may be required.

Q I previously had model 710 fitted into glass and have been unable to obtain a replacement.
A Model 710 has recently been discontinued, although some spare parts are still available. Please contact Staywell Consumer Services for assistance.

Q My dog/cat keeps breaking the flap. Do you have a stronger version?
A We now manufacture the flaps out of Zylar which is a more durable plastic.
Alternatively, we also manufacture flexible flaps that can not snap. These are better suited for boisterous pets. Both types can be ordered by contacting the Staywell Consumer Service Helpline.

Q The door keeps opening in the breeze
A The rubber magnetic seals are probably missing or have become detached. On the small and medium flaps there should be one on the flap and one on the frame. On the large, there will be 2 on the flap, and 2 on the frame. If these are in position, check that they are attracting and not repelling. Alternatively, over long periods of time, they may loose magnetism in which case they can be replaced under warranty terms or purchased.

The U shaped surround that swings around the flap should have one (for small and medium doors) or two (for large doors) stainless steel keeps fitted at the bottom which will work in conjunction with the rubber magnetic seals to limit the flaps opening in the breeze. Check that these are not missing.

Spare magnetic seals and stainless steel keeps, as with all other parts can be ordered by contacting the Staywell Consumer Service Helpline.

Q I bought the same model as before, but it's not the same and will not fit
A The Pet Door collection changed about 15 years ago, and the old style ones are now obsolete. Unfortunately, parts are no longer available, and the models in the new range do have different dimensions, so if they are replaced, alterations will have to be made to the cut out size.

Q My Pet Door is covered by a 10-year/Lifetime warranty
A As with all of our products, proof of purchase is required under the warranty terms to make any claims. In the event that you wish to make a claim, please contact the Staywell Consumer Service Helpline